FAQs & Policies

SHIPPING

FOR STANDARD SHIPPING (GROUND/3 DAY/2nd DAY AIR, PACKAGES ARE SHIPPED MONDAY-WEDNESDAY.

FOR OVERNIGHT SHIPPING, PACKAGES ARE SHIPPED MONDAY-THURDAY

WE DO NOT SHIP FRIDAY-SUNDAY, DUE TO THE FACT THE UPS WILL NOT DELIVER OVER THE WEEKEND UNLESS AN ADDITIONAL FEE IS PAID TO ADD "SATURDAY DELIVERY"

WE FEEL THAT YOUR ANIMALS AND PLANTS ARE MUCH SAFER WITH US, RATHER THAN SITTING OVER THE WEEKEND IN A TRUCK OR FACILITY, SOMEWHERE IN THE UNITED STATES. 

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

ARRIVE ALIVE GAURANTEE

IF ANIMALS ARRIVE DEAD ON ARRIVAL, PLEASE SEND PICTURES PRIOR TO OPENING BAGS. IF ANIMALS ARRIVE DOA, OUR POLICY IS TO REPLACE AND A NEW PACKAGE WILL BE SENT AS SOON AS POSSIBLE, BASED ON DATE, AND AVAILABILITY.

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.  

Know the weather in your area and please delay your order if above 90 degrees Fahrenheit or below 30.

KNOW YOUR LAWS. WE ARE NOT RESPONSIBLE FOR ANY LOSSES DUE TO GOVERNMENT CONFISCATION

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, BUT, we may choose 3 Day Select or Priority Mail, based on your location.

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 returns on damaged items up to 24 hours after receiving. In cases of damaged items a new item will be shipped to you. Refunds may be available upon request.

 

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 24 hours of arrival. 

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

 

Gift Cards

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