At DriftAqua, we understand that our products—from delicate live plants to large, bulky driftwood—require specialized shipping considerations. This Shipping Policy outlines our shipping methods, costs, timelines, and your responsibilities as a customer to ensure your order arrives safely.

1. Shipping Methods and Processing Times

1.1 Order Processing

Orders are typically processed within 2 business days of payment confirmation. Processing times may be longer during peak seasons or for custom orders. You will receive a confirmation email once your order has been placed and another notification when it ships.

1.2 Available Shipping Options

We offer the following shipping options based on product type and destination:

•       Express Shipping: Required for all live plants (1-3 business days)

•       Standard Shipping: Available for small hardscape items, accessories, and non-living products (3-7 business days)

•       Freight Shipping: Required for large or bulky driftwood pieces (varies by location)

•       Local Pickup: Available in Tuscany NW Calgary AB Canada T3L 0J5 by appointment

Shipping options and costs will be displayed at checkout based on your location and the items in your cart.

2. Live Plant Shipping

2.1 Express Shipping Requirement

All live plants are shipped via express shipping due to their perishable nature. This ensures plants arrive quickly and in the best possible condition. Express shipping costs are calculated based on your location and the size of your order.

2.2 Shipping Days for Live Plants

Live plants are typically shipped Monday through Wednesday to ensure delivery before the weekend. This prevents plants from sitting in shipping facilities over weekends. Orders placed later in the week may be held until the following Monday to ensure safe delivery.

2.3 Weather Considerations

We monitor weather conditions closely. During extreme heat or cold, we may delay shipping to protect your plants. If we determine that weather conditions pose a risk to plant health, we will:

•       Notify you of the delay

•       Hold your order until safe shipping conditions return

•       Ship your order as soon as weather permits

Weather delays are for the protection of your plants, and we appreciate your patience during these times.

2.4 Heat or Cold Packs

When necessary, we include heat packs (winter) or cold packs (summer) in shipments to maintain appropriate temperatures during transit. This service is included at no additional charge when weather conditions require it.

2.5 Packaging for Live Plants

Live plants are carefully packaged with protective materials to prevent shifting and damage during transit. Plants may be shipped bare root, in pots, or in specialized containers depending on the species and your order specifications.

3. Driftwood Shipping

3.1 Bulky and Oversized Items

Driftwood pieces are natural, bulky items that vary significantly in size and weight. Due to their irregular shapes and dimensions, shipping costs for driftwood are calculated individually based on:

•       Actual dimensions and weight of the specific piece

•       Your shipping destination

•       Required packaging materials

•       Shipping carrier requirements

3.2 Custom Shipping Quotes

For large driftwood pieces, we provide custom shipping quotes. Here's how it works:

•       Select the driftwood piece you want to purchase

•       Contact us with your shipping address and product details

•       We will measure and weigh the actual piece

•       We will provide you with an accurate shipping quote within 3 business days.

•       Once approved, we will process your order and arrange shipping

3.3 Freight Shipping

Very large driftwood pieces may require freight shipping via pallet. Freight shipments:

•       Are shipped on a commercial pallet

•       Require delivery to a commercial address or residential delivery fees may apply

•       May require you to be present to accept delivery

•       Typically take 5-10 business days depending on location

Freight carriers will contact you to schedule a delivery appointment. Please ensure someone is available to receive the shipment, as missed deliveries may incur additional fees.

3.4 Local Pickup Option

To save on shipping costs for bulky driftwood, we strongly encourage local pickup if you're within a reasonable distance of our location. Local pickup is available by appointment in Tuscany NW Calgary AB Canada T3L 0J5 . This option allows you to:

•       Inspect the driftwood piece in person before taking it home

•       Avoid shipping costs entirely

•       Ensure safe transport in your own vehicle

Please contact us to schedule a pickup appointment in Tuscany NW Calgary AB Canada T3L 0J5.

4. Shipping Costs

Shipping costs are calculated based on:

•       Product type (live plants, driftwood, accessories, etc.)

•       Package weight and dimensions

•       Shipping destination

•       Selected shipping method

All shipping costs will be clearly displayed at checkout before you complete your purchase. For items requiring custom quotes (large driftwood), shipping costs will be provided separately before finalizing your order.

We do not offer free shipping on live plants due to the express shipping requirement. However, we may occasionally offer promotional shipping discounts—subscribe to our newsletter to stay informed.

5. Delivery and Customer Responsibilities

5.1 Tracking Information

Once your order ships, you will receive a tracking number via email. We strongly encourage you to monitor your shipment, especially for live plants, to ensure you're available for delivery.

5.2 Prompt Package Retrieval

IMPORTANT: You are responsible for promptly retrieving your package upon delivery. This is especially critical for live plant orders.

•       Live plants: Must be retrieved immediately upon delivery. Delays can result in plant stress, damage, or death.

•       Driftwood and other items: Should be retrieved promptly to avoid package loss or damage.

We are not responsible for damage to products caused by your failure to retrieve packages in a timely manner. This includes but is not limited to plant death due to extended time in transit or at a delivery location.

5.3 Delivery Issues

If you experience delivery issues such as:

•       Package marked as delivered but not received

•       Package damaged during shipping

•       Incorrect items received

Please contact us immediately at info@driftaqua.com including your order number and pertinent details. For live plants, you must report any shipping damage within 24 hours of delivery with photographs of the packaging and plants.

5.4 Incorrect Shipping Address

Please ensure your shipping address is accurate at checkout. We are not responsible for orders shipped to incorrect addresses provided by the customer. If you need to change your shipping address, contact us immediately—we can only update the address if your order has not yet shipped.

5.5 Signature Requirements

Some shipments, particularly those with high value or freight shipments, may require a signature upon delivery. Please ensure someone is available to sign for the package, or authorize the carrier to leave the package without a signature (at your own risk).

6. International Shipping

At this time, we do not ship internationally.

7. Lost or Stolen Packages

Once a package is marked as delivered by the carrier, it is considered successfully delivered, and we are not responsible for lost or stolen packages. We recommend:

•       Monitoring your tracking information closely

•       Requesting packages be held at a carrier facility for pickup if you won't be home

•       Installing security cameras or requesting delivery to a secure location

If a package shows as delivered but you cannot locate it, please contact the shipping carrier first to file a claim. We will assist with any necessary documentation.

8. Shipping Delays

While we make every effort to ship orders quickly and accurately, delays can occur due to factors beyond our control, including:

•       Extreme weather conditions

•       Carrier delays or disruptions

•       Natural disasters

•       High order volume during peak seasons

•       Customs clearance (for international orders)

We are not liable for shipping delays caused by circumstances beyond our control. Estimated delivery times are not guaranteed.

9. Insurance and Liability

All shipments include basic carrier insurance. For high-value orders, we may require or recommend additional shipping insurance. Once a package is handed to the carrier, risk of loss transfers to the customer, subject to carrier liability limits.

We will work with you and the carrier to resolve any shipping damage claims, but ultimate responsibility lies with the shipping carrier for damage that occurs during transit.

10. Contact Us

If you have questions about shipping, need a custom quote for large driftwood, or need assistance with your order, please contact us using our contact form.

We're here to help ensure your order arrives safely and that you have a positive experience with DriftAqua!