Shipping policy

Shipping & Delivery Policy

Processing & Handling All orders are processed on business days. Shipping and delivery options vary depending on the items in your order.

Plants & Dry Goods — Courier Shipping Available Standard courier shipping across Ontario is available for all plants and dry goods, in addition to local delivery and pickup.

  • Shipping Region: Ontario only (no P.O. boxes).

  • Rates & Delivery: Calculated automatically at checkout based on package weight and destination. Estimated transit is 3 to 5 business days.

  • Perishable Notice: Live plants are perishable. While we pack all orders with extreme care, minor cosmetic leaf loss or temporary wilting due to transit stress is normal.

Live Animals — Local Delivery & Pickup Only To prioritize animal health and safety, live animals are not eligible for standard courier shipping. They are available exclusively through Local Delivery or Local Pickup.

Local Delivery & Pickup Options

  • Local Delivery (Within 10 km): Available for all products (live animals, plants, and dry goods) strictly for addresses within 10 km of North Burlington. Delivery fees are calculated automatically at checkout based on your address.

  • Local Pickup (Burlington — Up to 100 km): Free for all products to anyone willing to travel to our Burlington pickup location (serving Burlington, Hamilton, Oakville, Guelph, Niagara, and the Greater Golden Horseshoe).

    • Pickup Location: Halton Regional Police Service (30 Division) Buy & Sell Safe Exchange Zone — 3800 Constable Henshaw Blvd, Burlington, ON L7M 3Y2.

    • How It Works: Select Local Pickup at checkout. Our team will contact you within 24 hours to schedule a pickup time and share vehicle meetup details.

Arrival Guarantees & Claim Windows All purchases are backed by our guarantees as detailed in our Return & Refund Policy:

  • Live Animals (DOA Guarantee): Guaranteed to arrive alive and healthy. For local delivery, claims for deceased or critical animals must be reported within 2 hours of delivery with photos/video in the unopened container. For local pickup, animal health is verified together at handover.

  • Houseplants & Aquatic Plants: Guaranteed healthy arrival. Report dead or decaying plants within 24 hours of delivery/pickup with photos for a replacement or store credit.

  • Dry Goods: Report damaged or incorrect items within 48 hours of delivery. Unused dry goods in original packaging may be returned within 14 days (customer covers return shipping; original shipping costs are non-refundable).

Important Notes

  • Standard courier shipping is strictly limited to Ontario for plants and dry goods only.

  • We do not ship to P.O. boxes.

  • Shipping and delivery fees are calculated at checkout and are non-refundable once an order has been dispatched.

  • For questions regarding shipping or local fulfillment, reach out to mosswaterco@gmail.com with "Shipping Inquiry" in the subject line.