Terms, Shipping & Returns

Please review these Terms & Conditions prior to making payment. The Terms & Conditions are broken up into a 'SUPPLIES & CONSUMABLES Terms & Conditions' section, a 'GLASSWARE & HONEY IN JARS Terms & Conditions' section, a 'PACKAGED BEES Terms & Conditions' section, 'NUCS Terms & Conditions', a 'QUEEN BEES Terms & Conditions', a 'RETURNS Terms & Conditions' section, a 'SHIPPING ADDRESS Terms & Conditions' section, and a 'CASPIAN SOLUTION INTERNATIONAL SHIPPING Terms & Conditions' section. If you are ordering packaged bees or Caspian Solution, please make sure to scroll down to review the relevant terms.

PLEASE NOTE THAT WE WILL TYPICALLY SHIP PARCELS USING SIGNATURE REQUIRED UNLESS A PARCEL SERVICE SELECTED DOES NOT MAKE THIS OPTION AVAILABLE, OR IF A CUSTOMER SPECIFICALLY REQUESTS NOT TO HAVE THE PARCEL SHIPPED SIGNATURE REQUIRED. This is done to minimize the risk of delivery to an incorrect address or theft of a parcel. No refunds or credit will be issued for parcels abandoned at a local pick-up location that are either destroyed there or returned to us.

SUPPLIES & CONSUMABLES Terms & Conditions: Due to the nature of beekeeping and the ability to spread disease through tools, clothing, and equipment we are unable to receive returns for used items. We also do not take returns for honeybee medications, honeybee feed or food for human consumption. Honeybees are not returnable or refundable.

Please inspect your purchases and let us know immediately of any defects in the products. We will happily replace anything that isn’t as it should be upon delivery.
If you have any questions regarding our policy please email us at sales@urbanbeesupplies.ca, or call us at 604-364-1993.

After you have placed an online order and made payment, and then later you contact us to cancel the order after we have prepared it for shipping or pick-up we may charge a restocking fee of $0.40 per item ordered.

GLASSWARE & HONEY IN JARS Terms & Conditions: Please note that glassware and honey in jars are typically non-insurable items and ship fully at customer risk.

PACKAGED BEES Terms & Conditions: Proceeding with an order for packaged bees is taken as acknowledgement that the below terms and conditions have been understood and that you are in agreement with them.

If you are reserving before our package options and pricing is confirmed, you will be required to pay just a $30 deposit amount to reserve a spot for our packages. Once we confirm options and prices you will be contacted, and you will have 2 weeks to select which package options you want to apply your deposit towards and pay the remaining amount owing for that package. Please note that for 20-49 packages only 50% of the total cost will be due, and for 50+ packages no further payment is required until just prior to package pick-up. Upon receiving payment your reservation will be confirmed, and after the 2 week notice period all $30 deposit amounts become non-refundable (see more details regarding cancellations after this point below).

If after you receive notice of the package options and prices we do not hear back from you within 2 weeks, your deposit becomes non-refundable and we have the option to cancel your reservation.

You also have the option once you receive notice of package options and prices to cancel your reservation. You have 2 weeks to do so to be provided a full refund for your deposit. However after 2 weeks the deposit becomes non-refundable.

Once we have set our pricing for packages all future reservations will require full pre-payment to reserve. Please note that for certain quantities different pre-payment amounts may be required.

Once we post confirmed package options and prices all new reservations will include a $30 non-refundable deposit per package. If you have to cancel a package reservation with us, we will grant a refund for each package reservation canceled minus the $30 deposit for each package. For example, if you reserved 2 packages at $250 each for a total of $500, and later cancel your reservation for both packages we will provide a refund for $440 and retain the $60 non-refundable deposit amount.

At all quantities ordered, barring special alternative terms being established at the time of ordering or an exception provided by Urban Bee Supplies staff, full payment must be received no later than 3 days before the set expected date of delivery. After this time if payment has not been received we reserve the right to cancel a package reservation order either partially or fully and/or require renegotiation of terms of sale including pricing.

Upon receiving the required pre-payment amount for your given quantity of packages ordered we consider you to have reserved a spot for the selected package shipment. Upon providing this pre-payment we will provide confirmation of your reservation and we will begin providing updates via email as we get closer to the delivery date. Although we will set more specific dates as time goes on, at no point can we guarantee that the expected delivery dates will not change. This is due to the nature of livestock production and the shipping process involved.

If a delivery date has been set, and you cancel less than 14 days prior to delivery, we reserve the right to provide only a refund of 50% of the total cost of the quantity of packages ordered. If you cancel your order less than 4 days before the package pick-up dates we reserve the right to provide no refund and fully retain the pre-paid amount. If you order and pre-pay for packages and they are not picked-up within the set pick-up dates we reserve the right to provide no refund and fully retain your payment.

If you cancel a package reservation and a refund is issued to you, and then at a later date you reserve packages with us again for the same shipment, we will require payment in full again. We will not provide a credit for any amounts withheld from prior cancellations.

Upon package arrival, we will make packages available for pick-up for a specified length of time; this time frame will be provided as far in advanced as possible once we receive expected delivery dates and times of the packages to us. We provide no guarantees as to the exact delivery dates and times, and these set times are subject to change at any time including up to and past the date of their arrival into our care.

We will provide packaged bees feed and the best care we can until they are picked up. If you choose to pick them up after the designated pick-up period we will continue to care for them but we DO NOT guarantee their health and if colonies begin to experience attrition (such as some amount of colony loss, stress-related symptoms such as dysentery, etc.) we will not provide any form of refund or supplementation. We highly encourage customers to pick-up in the set time frame. We will provide extended hours as appropriate, depending upon the date of delivery.

If your bees arrive and are not picked-up, and we have not heard from you by the end of the designated pick-up period after attempting to contact you, we may attempt to supply the packages to another customer or otherwise utilize them for our own purposes.

We are released of all liability and obligation with regards to the health of honeybee packages if they are not picked-up within the pre-established pick-up time frame, and any ill health effects observed after this time will not result in any compensation or supplementation.

If a customer does not receive communications from us despite our attempts using the contact information we were provided we will not at a later date provide refunds, credits, supplementation of packages or compensations for any costs incurred that directly or indirectly resulted from communication non-receipt. This includes the missing of package pick-up dates, payment deadlines, etc.

Due to the realities of livestock production we cannot guarantee the number of packages ordered by us will always be provided. Although unlikely, the possibility of production issues on our supplier’s side may result in some amount of our order being cancelled. In the very unlikely circumstance this does occur we will provide customers with the option of switching to another shipment and/or receiving full refunds. We have not had this occur to us so far, but due to the nature of livestock production it is a possibility (possible reasons for undersupply would be extreme weather issues, disease outbreak among or near source populations, natural disasters, etc.)

Once packages are shipped to us by our supplier we DO NOT guarantee their safe arrival. There is always a possibility of losses in transit, and while losses in transit are rare they can & do occur. This is an unavoidable risk of livestock transportation. If losses do occur, we will supply to as many customers as possible packages/nucs that are in good health. If we are unable to supply to some customers, we will work to the best of our ability to arrange for a supplementary shipment or transfer their reservation to an upcoming shipment. In the unlikely scenario we are unable to secure supplemental packages or nucs to customers to their satisfaction, we will provide a full refund including the non-refundable deposit.

Once packaged bees are picked-up the conditions they experience are no longer in our control. As such upon a customer picking-up and travelling off-site, we will consider the packages to be received by the customer in good health and to their satisfaction. If packages appeared healthy upon pick-up and at any later time or date negative health effects occur we do not guarantee any form of compensation or supplementation.

We will not provide any amount of refund or supplementation in cases where packages have non-optimal outcomes after installation; for example: slowness to build-up, queens with non-optimal laying patterns, early queen supercedure, the appearance of dysentry or other symptoms of stress or illness or infestation, low productivity, etc.

If packages are transported safely and installed in a timely manner, and the customer finds upon opening the package that the included queen cage contains a dead queen, we will attempt to provide one free replacement queen. We must be informed as soon as possible after the dead queen is discovered, and we may require the queen cage be brought in or a picture/other media be sent to us showing the dead queen. Replacement queens will only be provided in cases where the queen was dead upon first opening the package, and NOT at any point after installation.

We will attempt to provide one free replacement queen for each dead queen discovered in her cage upon first opening, however if introduction is unsuccessful we reserve the right to charge for any additional queens past the first free replacement.

If shipping of any replacement queens is required, additional charges for the shipping of the free replacement queen(s) will apply. The replacement queen(s) will be shipped via an express method. Any replacement queens shipped will ship fully at customer risk without insurance. Notwithstanding any projected cost for shipping that we may quote verbally or via any written mediums we reserve the right to increase queen shipping costs as deemed necessary to recover costs. If a replacement queen dies in transit we can provide another replacement subject to availability; we reserve the right to charge for any additional queens past the first free replacement, and shipping charges will be applied in each case.

We will not provide any amount of refund or supplementation in cases where there is difficulty successfully introducing a replacement queen to an installed package that had arrived with a queen dead in her cage.

Any queen cage candy plugs are provided as a courtesy and are not to be considered part of any packages purchased.

While Urban Bee Supplies may provide recommendations and suggestions for the handling and installation of livestock, proceeding with the order of any livestock products from Urban Bee Supplies is taken as full acknowledgement by the customer that handling and installation of livestock products and any outcomes is fully of customer responsibility. Due to the possibility of misunderstanding and/or exceptional circumstances Urban Bee Supplies is acknowledged by proceeding with any livestock order as having no liability or obligation with regards to the handling and installation process, and any instructions provided are understood by the customer as suggestions to the best of staff knowledge and as having been provided separately (not as a part of) the livestock product itself.

Proceeding with the order of any livestock products from Urban Bee Supplies is taken as fully acknowledging the inherent risks of livestock proximity, engagement and handling (including stings and/or any other possible injury), and the customer fully taking responsibility for these possible outcomes resulting from their engagement, proximity and handling of these livestock products. This includes acknowledging the possibility of exposure to contact with livestock where attempts have been made to minimize or eliminate such direct contact, for example in the case of packages where they are meant to be fully enclosed and self-contained. This also includes acknowledging the inherent risks in transporting of livestock and the customers full responsibility for addressing these risks.

NUCS Terms & Conditions: Proceeding with an order for nucs is taken as acknowledgement that the below terms and conditions have been understood and that you are in agreement with them.

If you are reserving before our nuc options and pricing is confirmed, you will be required to pay just a $30 deposit amount to reserve a spot for our nucs. Once we confirm details, approximate pick-up times and prices you will be contacted, and you will have 2 weeks to pay the remaining amount owing for that nuc. Please note that for 20-49 nucs only 50% of the total cost will be due, and for 50+ nucs no further payment is required until just prior to nuc pick-up. Upon receiving payment your reservation will be confirmed, and after the 2 week notice period all $30 deposit amounts become non-refundable (see more details regarding cancellations after this point below).

If after you receive notice of the nuc we do not hear back from you within 2 weeks, your deposit becomes non-refundable and we have the option to cancel your reservation.

You also have the option once you receive notice of nuc details, approximate pick-up dates and prices to cancel your reservation. You have 2 weeks to do so to be provided a full refund for your deposit. However after 2 weeks the deposit becomes non-refundable.

Once we have set our pricing for nucs all future reservations will require full pre-payment to reserve. Please note that for certain quantities different pre-payment amounts may be required.

Once we post confirmed nuc details and prices all new reservations will include a $30 non-refundable deposit per nuc. If you have to cancel a nuc reservation with us, we will grant a refund for each nuc reservation canceled minus the $30 deposit for each nuc. For example, if you reserved 2 nucs at $265 each for a total of $530, and later cancel your reservation for both nucs we will provide a refund for $470 and retain the $60 non-refundable deposit amount.

At all quantities ordered, barring special alternative terms being established at the time of ordering or an exception provided by Urban Bee Supplies staff, full payment must be received no later than 3 days before the set expected date of delivery. After this time if payment has not been received we reserve the right to cancel a nuc reservation order either partially or fully and/or require renegotiation of terms of sale including pricing.

Upon receiving the required pre-payment amount for your given quantity of nucs ordered we consider you to have reserved a spot for the selected nuc shipment. Upon providing this pre-payment we will provide confirmation of your reservation and we will begin providing updates via email as we get closer to the delivery date. Although we will set more specific dates as time goes on, at no point can we guarantee that the expected delivery dates will not change. This is due to the nature of livestock production and the transporation process involved.

If a delivery date has been set, and you cancel less than 14 days prior to delivery, we reserve the right to provide only a refund of 50% of the total cost of the quantity of nucs ordered. If you cancel your order less than 4 days before the nuc pick-up dates we reserve the right to provide no refund and fully retain the pre-paid amount. If you order and pre-pay for nucs and they are not picked-up within the set pick-up dates we reserve the right to provide no refund and fully retain your payment.

If you cancel a nuc reservation and a refund is issued to you, and then at a later date you reserve nucs with us again for the same shipment, we will require payment in full again. We will not provide a credit for any amounts withheld from prior cancellations.

Upon nuc arrival, we will make nucs available for pick-up for a specified length of time; this time frame will be provided as far in advanced as possible once we receive expected delivery dates of the nucs to us. We provide no guarantees as to the exact delivery dates and times, and these set times are subject to change at any time including up to and past the date of their arrival into our care.

We will provide nucs the best care we can until they are picked up. If you choose to pick them up after the designated pick-up period we will continue to care for them but we DO NOT guarantee their health and if colonies begin to experience attrition (such as some amount of colony loss, stress-related symptoms such as dysentery, etc.) we will not provide any form of refund or supplementation. We highly encourage customers to pick-up in the set time frame. We will provide extended hours as appropriate, depending upon the date of delivery.

If your bees arrive and are not picked-up, and we have not heard from you by the end of the designated pick-up period after attempting to contact you, we may attempt to supply the nucs to another customer or otherwise utilize them for our own purposes.

We are released of all liability and obligation with regards to the health of honeybee nucs if they are not picked-up within the pre-established pick-up time frame, and any ill health effects observed after this time will not result in any compensation or supplementation.

If a customer does not receive communications from us despite our attempts using the contact information we were provided we will not at a later date provide refunds, credits, supplementation of nucs or compensations for any costs incurred that directly or indirectly resulted from communication non-receipt. This includes the missing of nuc pick-up dates, payment deadlines, etc.

Due to the realities of livestock production we cannot guarantee the number of nucs ordered by us will always be provided. Although unlikely, the possibility of production issues on our supplier’s side may result in some amount of our order being cancelled. In the very unlikely circumstance this does occur we will provide customers with the option of switching to another delivery and/or receiving full refunds.

Once nucs are being transported to us by our supplier we DO NOT guarantee their safe arrival. There is always a possibility of losses in transit, and while losses in transit are rare they can & do occur. This is an unavoidable risk of livestock transportation, though very rare for nucs. If losses do occur, we will supply to as many customers as possible nucs that are in good health. If we are unable to supply to some customers, we will work to the best of our ability to arrange for a supplementary shipment or transfer their reservation to an upcoming shipment. In the unlikely scenario we are unable to secure supplemental nucs to customers to their satisfaction, we will provide a full refund including the non-refundable deposit.

Once nucs are picked-up the conditions they experience are no longer in our control. If nucs appeared healthy upon pick-up and at any later time or date negative health effects occur we do not guarantee any form of compensation or supplementation.

We will not provide any amount of refund or supplementation in cases where nucs have non-optimal outcomes after installation; for example: slowness to build-up, queens with non-optimal laying patterns, early queen supercedure, the appearance of dysentry or other symptoms of stress or illness or infestation, low productivity, etc.

QUEEN BEES Terms & Conditions: All queen reservations include a $5 non-refundable deposit per queen. If you have to cancel a queen reservation with us, we will grant a refund for each queen reservation canceled minus the $5 deposit for each queen. For example, if you reserved 2 queen at $48 each for a total of $96, and later cancel your reservation for both queens we will provide a refund for $86 and retain the $10 non-refundable deposit amount.

Upon receiving full payment we consider you to have reserved a spot for the selected queen delivery. Upon receiving full payment we will provide confirmation of your reservation and we'll begin providing updates via email as we get closer to the delivery date. Although we will set more specific dates as time goes on, at no point can we guarantee that the expected delivery dates will not change. This is due to the nature of livestock production and the shipping process involved.

If you cancel a queen reservation and a refund is issued to you, and then at a later date you reserve queens with us again for the same delivery, we will require payment in full again. We will not provide a credit for any amounts withheld from prior cancellations.

Upon queen arrival, we will make queens available for pick-up in a specified number of days following the date of arrival. This date will be determined to us before delivery. Queens need to be picked up within this specified time frame, unless some alternative accommodation has been arranged with us directly. We provide queens feed and water until pick-up, and will provide them with the best care we can to keep them in good health. If you choose to pick them up outside of the designated pick-up period after arranging it with us, we will continue to care for them buy we DO NOT guarantee their health and if queens begin to experience attrition (stress, dysentery, attendant deaths, etc.) we will not provide any form of refund. We highly encourage customers to pick-up queens as soon as possible after delivery.

If your queen(s) arrive and we have not heard from you by the end of the designated pick-up period after attempting to contact you, we will attempt to supply the queens to another customer. In these circumstances we will provide neither a full or partial refund even if we do find another customer.

As this is livestock we cannot guarantee the number of queens ordered by us will always be provided. Although unlikely, the possibility of production issues on our supplier’s side may result in some amount of our order being canceled. In the very unlikely circumstance this does occur we will provide customers with the option of switching to another shipment and/or receiving full refunds. We have not had this occur to us so far, but due to the nature of livestock production it is a possibility (possible reasons for undersupply would be extreme weather issues, natural disasters, etc.)

Once queens are shipped to us by our supplier we DO NOT guarantee their safe arrival. There is always a possibility of losses in transit, which can occur with queens being shipped. This is an unavoidable risk of international livestock transportation. If losses do occur, we will supply to as many customers as possible queens that are in good health, If we are unable to supply some customers, we will work to the best of our ability to arrange for a supplementary shipment or transfer their reservation to an upcoming delivery. In the unlikely scenario we are unable to secure additional queens for customers, we will provide a full refund including the non-refundable deposit.

If queens are being shipped to you via express services, we DO NOT guarantee the queens safe arrival and are unable to insure the queen with Canada Post due to its status as livestock. While we have had almost no losses when transporting queens express, this is always a possible outcome and customers assume full risk for the possibility of queen loss or damages in transit. We will do out best to ensure that the queen is packaged safely and marked so that it will be handled appropriately in transit, and it will be fed and watered prior to shipping. When customers have requested that their queen be shipped we will ship the queen on the first business day possible that will avoid the queen potentially being delayed delivery due to the weekend; for example, if the order for a queen or a queen delivery is on a Friday, we will not ship until after the weekend or long weekend to assure she is handled appropriately before shipping; we will always ship in this way unless a customer has specifically contacted us and made alternative arrangements.

RETURNS Terms & Conditions: For items that can be returned and which have been shipped, we are happy to receive a return via Canada Post. Upon the items safe return, we can issue a refund for the relevant item. We will not provide any refund or compensation for the cost of the shipping to return the item except in circumstances where the item was determined to have been shipped defective.

SHIPPING ADDRESS Terms & Conditions: Customers are responsible for providing full and accurate shipping addresses. Shipping addresses will be used as provided for shipping purposes, and any shipping issues such as returns, losses or damages due to incorrect shipping addresses occur at the cost of the customer. If a parcel is returned to us due to an incorrect shipping address and as such requires us to pay for return shipping, we will require payment to cover this additional cost before re-shipping the parcel to the correct address. If parcels are lost due to an incorrect shipping address being provided, we will not provide a refund for the items or for the shipping cost. If an incorrect address is provided any damages occur to the parcel while shipping to this address, the cost of which exceeds any applicable insurance provided by the shipping service provider, we will not provide any refund for those damages.

If a correct shipping address has been provided and Urban Bee Supplies ships your order incorrectly, we will assume full costs for returns or the re-shipping of your order; in cases where this for some reason results in us being unable to provide the products ordered, we will issue a full refund for those items and will also provide a full or partial refund for shipping where appropriate. However, where we provide a customer with shipping confirmation and/or tracking information, and the parcel does not arrive in a reasonable time frame or has not arrived but is marked as delivered by tracking services, customers must notify Urban Bee Supplies within 1 week of the expected delivery time to allow us to attempt to correct the mistake in an efficient manner.

CASPIAN SOLUTION INTERNATIONAL SHIPPING Terms & Conditions: Please be aware that we do not readily have available reference for international customs information related to Caspian Solution, and we presume that the buyer is familiar with any importation restrictions with regards to the product.

If the shipment is either returned or otherwise confiscated due to restrictions on importation to the country in your shipping address we do not assume responsibility for its non-delivery, and will not refund the cost of shipping. If the order is returned to us, we will refund the cost of the order minus any additional charges incurred by us for the item's return.

By proceeding with payment Urban Bee Supplies takes you to have agreed with these above outlined Terms & Conditions.