Site Information

 Loading... Please wait...

Shipping & Returns

RETURN POLICY

100% money-back guarantee

If for any reason your purchase does not suit you, we invite you to return it, in its original condition, within 30 days for a refund, merchandise credit or replacement.

How do I return or exchange an item?

If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail of your refund once we've received and processed the returned item.

We will endeavour to handle your exchange as quickly as possible. Please remember, however, that it takes time for us to receive the goods, process your request and ship your package back to you.

To mail back an item please follow these steps:

  1. Package merchandise securely
  2. Include the packing slip that accompanied your order
  3. Write a brief note explaining why you are returning your goods, and what you want in exchange.

 

Can I return an item bought online to the Vancouver Aquarium retail store?

Yes, you may return any item bought online to our on-site retail store located in Stanley Park at 845 Avison Way, Vancouver BC, with an original receipt for proof of purchase.

 

SHIPPING

What are the shipping costs?

Our shipping charges are based on the total amount of your order, for orders totalling:

Surface Parcel:
$25.00 or under = $15.00
$25.01 - $75.00 = $18.00 
$75.01 - $100.00 = $22.00
$100.01 - 150.00 = $25.00
$150.01 - $250.00 = $27.00
Over $250.00 = $30.00

Air Parcel:
$25.00 or under = $40.00
$25.01 - $75.00 = $43.00 
$75.01 - $100.00 = $47.00
$100.01 - 150.00 = $50.00
$150.01 - $250.00 = $52.00
Over $250.00 = $55.00

Additional charges: 
US = +$10.00 
International = +$30.00

US and International shipping rates exclude customs clearance and duty, which is the responsibility of the customer.

There is a Pick Up in Store option for local customers. If you pick this option, your order will be ready for pickup at the Main Gift Shop at the Vancouver Aquarium in Stanley Park. 

If you receive an Out of Delivery Zone Message, please contact us at 604-659-3413 or at shop@vanaqua.org and we are happy to help you with your order by phone.