Exo Terra Incubator

Return Policy

You may return unopened and unused products (excluding those listed below) in their original packaging and condition within 7 days of receipt for a refund equal to the product amount (not including shipping charges). You must request a return authorization number by sending us an email to aquariumswest@shaw.ca or by calling us at 604-669-9249

Please make sure to indicate your order number, the item(s) you wish to return, the reason and package the items well. We will not be able to honor credits of merchandise that comes back to us damaged. You may want to insure your package. Once you have received your return authorization number, please write it on the outside of the package and send it to:

Aquariums West/Returns
796 Beatty Street,
Vancouver, B.C.
V6B 2M1 

Exchanges:  Ordered the wrong item? Simply place an order online for the correct item and return any item(s) that you do not want in their original condition following the instructions above. Please note that the product you want to exchange must be unopened and unused in their original packaging and condition Shipping charges are the responsibility of the customer.  Certain products listed below cannot be returned:

Glass products: Are final. Due to the sensitive nature of products made from glass, we are unable to accept returns on these items.  These products cannot be exchanged or returned unless found defective.  Inspect your items immediately upon receipt of goods.  Claims for broken goods must be made with the Shipping Company.

Live Plants: Are Final.

Sale Items: Are final.

Special Orders: Are final.

Our Mistake:  If you have received an incorrect item different from the actual item that you placed, please send an email  to aquariumswest@shaw.ca or call us at 604-669-9249. Please reference your order number and we will provide instructions for returning the item and obtaining the correct replacement. All items must be reported within the 7 day return policy period.

Refused Delivery:  If your order is refused upon delivery and returned to us, we will charge a restocking fee of $15 plus any return shipping charges. If your order is returned to us because of a mistake in the address that was entered by you, we will have to charge you for the return shipping charges (no mail receptacle, no apartment number, moved, etc.) 

Cancelled Orders:  Please be aware that we often process orders the same day they are placed or the next day, so you may not be able to cancel your order after it is placed. If you request to cancel your order and it is boxed and waiting for pick up by the delivery service, you will be refunded the amount of the order less 15% of the product price as a restocking fee.

Method of Credit: We will only credit you via the same method of payment used for the order. Credit card credits usually take a couple of days to show up on your account.