FAQs & Policies

Check out some of our most commonly asked questions below, but if you need any clarity or have any other questions don't hesitate to reach out to us on Facebook, Instagram, or give us a call!

SHIPPING

(WE TAKE PRIDE IN OUR PACKAGING AND IN SHOWS IN OUR LACK OF LOSSES)

PLEASE READ BEFORE PLACING ORDERS!

Currently, we only offer FREE EXPEDITED shipping of live fish to select locations within the Northeastern and Mid-Atlantic regions. These destinations include, New Jersey, Maine, Vermont, New Hampshire, Massachusetts, Rhode Island, Connecticut, New York, Pennsylvania, Maryland, Delaware, Virginia, and North Carolina.

If outside of these States, we require YOU to choose Overnight  or 2nd Day Air as a shipping.

We do not cover any DOA on any ground shipping methods.


If you qualify for FREE EXPEDITED and still place an order from outside of these locations, we will contact you to see if you would like to pay the ADDITIONAL amount over $14 to upgrade, or if you would like us to cancel the order.

Unfortunately, Shopify will not allow us to automate this, although we intend to have it solved in the near future.

Thank you for understanding.

To help our plants and live animals make it to you in the healthy state that you expect, we reserve the right to delay shipping when weather or any other conditions do not allow for safe arrival.  

With the exception of “Overnight Air” all orders received between Sunday-Wednesday should be shipped within 24 hours, excluding holidays. With the exception of “Overnight Air” we do not ship live animals, Thursday-Saturday.

Know the weather in your area and please delay your order if above 80 degrees Fahrenheit or below 30.

All orders are currently being shipped via UPS and USPS. Purchasing and qualifying for an expedited shipping method will make sure your package is in transit for a shorter duration. For expedited shipping we generally choose 2nd Day Air. 

Please Note: When ordering both dry goods and plants, we may sometimes separate the order. 

Please double check you shipping address prior to placing your order as we will not be held responsible for items Dead On Arrival due to an undeliverable package or incomplete shipping address.

Damaged packages, lost packages, and/or any mishandling by the United States Postal Service (USPS), United Parcel Service (UPS), Federal Express (FedEx), or other logistics/courier service provider is not our responsibility. However, we will make sure to take the proper steps to resolve the situation by filing a claim on your behalf. This process can take some time (14+ business days depending on the courier service), so please bear with us as we assist in fixing any issues that may arise. 

**Note that some plants we carry may be considered federal or state noxious weeds. It is the CUSTOMER's responsibility to check with their own state rules and regulations before ordering (you can check the list here). All of our plants clear stringent import regulations via the USDA. 

 

RETURNS

Dry Goods:

We offer a 30 day return policy on dry goods. Product must be unused and factory sealed. Store credit will be issued for any items that have been opened, but Aquarium Roots determines these case by case to determine the solution fit for each inquiry.

Please Note: A 30% re-stocking fee will be applied on all refunds issued for opened or used items, or items that get returned without original packaging. Customer must pay shipping fees.

Plants and Perishables:

Unfortunately, we cannot accept returns for perishable items such as plants, livestock or opened food. We do however provide 100% guaranteed Dead On Arrival protection, if within 48 hours of arrival.

To start a return, you can contact us at aquariumroots@gmail.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at aquariumroots@gmail.com.

Damages and issues 

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

If there's a problem, we will take care of it.

Gift Cards

Gift cards cannot be redeemed for refunds, cash or credit.