Policies & FAQs


Welcome to the Vancouver Aquarium Gift Shop Online Customer Service. We are here to make your shopping experience as easy as a click of a button. Your most frequently asked questions, along with some tips and important information about using our secure transaction service, are all answered here.

If you don't see the answer to your questions, please contact our Customer Service Representatives by email at shop@vanaqua.org or by our toll-free number at 1-800-663-0562, Monday to Friday, 9 a.m. to 4 p.m. Pacific Standard Time.



How do I search for products I’m interested in?

The Vancouver Aquarium Gift Shop’s inventory grows rapidly. Your shopping experience becomes even more convenient by using our search engine to find exactly what you’re looking for. Enter the product name or keyword description in the search box on any page.

If you saw an item in store, and would like to purchase it online, please email shop@vanaqua.org with the item information.


Is shopping at the Vancouver Aquarium online giftshop safe?

We have security measures in place to protect the loss, misuse and alteration of the information under our control. Any time we ask for a credit card number we transmit that credit card number in an encrypted format. We use industry-standard, SSL (secure socket layer) encryption. Which requires all information sent between a client and a server to be encrypted, thus providing a high degree of confidentiality. Confidentiality is important for both parties to any private transaction. In addition, all data sent over an encrypted SSL connection is protected with a mechanism for detecting tampering--that is, for automatically determining whether the data has been altered in transit. Unfortunately, no data transmission over the Internet can be guaranteed to be 100% secure.

As a result, while we will strive to protect your personal information, we cannot ensure or warrant the security of any information you transmit to us or from our online products or services, and you do so at your own risk. Once we receive your transmission, we make our best effort to ensure its security on our systems. 


How do I place an order online?

As you browse through the products online, you will be given options to purchase an item directly, or to add it to your shopping cart and continue browsing for more.

What is the Shopping Cart and how do I use it?

As you browse the shop’s products, you may add items to your virtual "shopping cart" just as you would in a store. These items will be held for you until you are ready to check out and complete your transaction. Once you are satisfied with your selections, click on the "shopping cart" button at the top right-hand side of any page to review the items in your shopping cart. Here you can change the quantity of an item, remove an item from the cart completely if you decide not to purchase it, or proceed to the final checkout where each item in your shopping cart will be totalled for purchasing.

Do I have to purchase every item I put in my Shopping Cart?

No, you are not obligated to purchase the items placed in your cart and you may review and change the items in your cart at any time during shopping, or even cancel the order at this stage.

Can I cancel my order after I have completed my transaction?

You may cancel your order at any time by sending email to shop@vanaqua.org, or by calling our toll-free line at 1-800-663-0562. Cancellations must be received before the order has been shipped.


How do I purchase an item online?

Once you have decided to make a purchase from the items in your shopping cart, you will proceed to the checkout. Once at the checkout, fill out the required form. All the starred fields in the form are required to complete your transaction and to ensure we have all the necessary information to process your order.

What methods of payment can I use online?

The Vancouver Aquarium Gift Shop online accepts payment only by credit card. We currently accept Visa, Mastercard and American Express credit cards. If you prefer, our toll-free number is available to provide your credit card and personal information to us over the phone. Call 1-800-663-0562 between 9a.m. - 4p.m. Pacific Standard Time. Unfortunately, we cannot accept cheque or money orders for online purchases. 

Why won't my credit card work online?

  • Make sure you have entered your credit card information correctly - it should only be numbers; no dashes or spaces.

  • Verify the address you have entered matches the billing address on your credit card account (the verification system uses your billing address to verify your information). The address you enter must match exactly what your credit card issuing bank has on file.

  • Confirm that there are verifiable funds in the account.


What benefits will I get at the Vancouver Aquarium Gift Shop by becoming a Member of the Vancouver Aquarium?

As a Vancouver Aquarium Member, you will receive special privileges and cost-saving benefits at the Vancouver Aquarium Gift Shop. Each Member receives a 20% discount on all regular priced Vancouver Aquarium products in the store. If eligible, the Members discount will be subtracted from the total price of your online purchase at the time of processing your order. Members also receive the benefit of special Vancouver Aquarium Gift Shop events like our annual Members’ shopping nights where you will receive additional discounts. For non-members, we still want to keep you updated on all the latest Vancouver Aquarium Gift Shop information! When you make your purchase, register to receive email updates to be automatically notified of upcoming specials and events. To become a member of the Vancouver Aquarium, email members@vanaqua.org, or call (604) 659-3526.

We are currently unable to process membership discounts on our website but are working hard to bring this service to you. In the meantime, members can place phone orders to receive their discount.