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I needed a replacement quick-disconnect fitting for my Whale 500 filter and could not find anyone in the US who had the part or would order it. Eventually I came across Dan Cole at Mail Order Pet Supplies in Hamilton, Ontario Canada via the internet, and he stepped-up to the challenge and used his North American Distributor to pursue and secure the part. Which was (apparently) quite a rare item. The part was ordered and received by the US Distributor, then mailed to Dan in Ontario, whereupon he mailed it to a Vancouver, BC buddy of mine (couldn't do direct mail to the US), and my buddy mailed it to me in Bellingham, Washington, USA. Notably, this was all just before the coronavirus shut down the supply line out of Italy, and it had to cross the Atlantic once and the US-Canadian twice. Fortunately, Dan Cole stayed on top of the process and the part is now safely in my hands; sanitized several times in route to ensure health safety. My 30+ African cichlids in the 110 gallon aquarium will never know the trouble we went through to maintain their Sicce filter, but I think they are grateful for the clear moving water. And I am grateful to Dan Cole at MOPS for his willingness and dedication to the long-shot, international task at hand. Five Thumbs-up. John, 64 y/o, new to the hobby.
How is my order shipped and what does it cost?
Orders are shipped either by Courier [currently FedEX Ground] or Postal Service --- the choice is yours!
For delivery by Courier, you pay the actual charges based on a 1 kG package [2.2 lbs] shipped via ground service, plus a nominal $1.00 service charge to cover the cost of insurance and packing materials. We pay any additional charges.
For Postal Service (your best value), shipping on orders under $50.00 is $11.95 to most locations in Canada, with the Exceptions noted below. For orders between $50.00 and $100.00 the rate is $7.95, for orders between $100.00 and $200.00 the rate is just $4.95 and for orders over $200.00 shipping is FREE. The more you order the more you save! The delivery standard for this service is between 1 to 7 business days between all major centers.
NOTE: Additional Shipping Charges apply to orders being shipped to the NWT, YK, NU and some rural or remote locations in Canada as well as on over sized or heavy items indicated by the or - Additional Shipping Item symbols.
When will my order be shipped?
On weekdays, in-stock merchandise is shipped the same day if received by 2:00 pm EST. Orders received after that, or on weekends or holidays, are shipped the next business day.
Do you ship to the US or to other International destinations?
Currently we are only shipping within Canada.
What if I want to return an item?
Should you find it necessary to return an item, please call us first. All returns should be properly packaged to avoid damage and should include all original boxes and paperwork to receive a refund, replacement or credit. Shipping fees are not refundable, unless, of course, you are returning defective merchandise or merchandise we sent in error.
What do I do if a product breaks or doesn't preform as promised?
Keep all warranties and owner's manuals you receive with your merchandise. In the event an item becomes defective or just doesn't live up to your expectations, please refer to the warranty information you received for proper handling procedures.