Refund policy

Return & Refund Policy

Live Plants & Live Animals

Due to the perishable nature of live plants and live animals, all sales are final. We do not accept returns or exchanges on live plants or livestock.

However, we stand behind the quality of our products and offer a 24-Hour Live Arrival Guarantee to ensure your order arrives safely and in good condition.

24-Hour Live Arrival Guarantee

We guarantee that all live plants and livestock will arrive alive and healthy.

If any item arrives Dead on Arrival (DOA), you must contact us within 24 hours of the delivery time shown on the carrier tracking.

To submit a claim, please email us with:

  • Your order number
  • Clear photos of the affected item
  • Photos of the item in the original sealed bag or packaging

Once your claim is reviewed and verified, we may offer one of the following (at our discretion):

  • Replacement (if available)
  • Store credit
  • Partial refund

⚠️ Claims submitted after 24 hours of delivery may not qualify for the Live Arrival Guarantee.

Conditions That Void the Guarantee

The Live Arrival Guarantee will be void if:

  • The package is left outside or exposed to extreme weather
  • An incorrect shipping address was provided
  • The package is refused or returned to sender
  • No one is available to receive the delivery
  • The package is held at a carrier facility or pickup location
  • Shipping delays occur due to carrier, weather, or other factors beyond our control

We strongly recommend tracking your shipment closely and bringing it indoors immediately upon delivery.

Shipping Delays

While we do our best to ship orders promptly, Aquaplantz is not responsible for delays caused by:

  • Shipping carriers
  • Weather conditions
  • Transit issues beyond our control

If your order arrives alive, it is considered successfully delivered, even if delayed.

Order Cancellations

Orders may only be canceled before they are shipped.

Once an order has been processed or shipped, it cannot be canceled or modified.

Incorrect Shipping Address

Customers are responsible for providing an accurate shipping address at checkout.

Orders returned due to:

  • Incorrect address
  • Undeliverable address
  • Refused shipment

may not be eligible for a refund.

Non-Live Items

For non-live items, please contact us within 7 days of delivery if there is any issue with your order.

Contact Us

If you experience any issues with your order, please contact us as soon as possible:

Aquaplantz
🌐 Website: https://www.aquaplantz.com
📧 Email: hello@aquaplantz.com