Because we love our plants so much and don't want to let them go, we only ship on Monday. Just kidding!
For the safety of these magical plants, we only ship Monday through Wednesday, and Friday. Orders placed after 9 AM Pacific Time should go out the next available shipping day.
Rimless aquariums and other hard goods will be shipped Monday through Friday via UPS Ground or freight. When purchasing plants/livestock with any hard goods, they will sometimes be shipped separately; but don't worry, we'll be sure to keep you updated with your purchase!
Please make sure your shipping address is correct as we will not be held responsible for DOA due to an undeliverable addresses.
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 fix any issues that may arise.
Hard goods can be returned up to 30 days after purchase for a full refund as long as the product is unused and new in box. We offer store credit for items that have been opened and used. Customer will have to pay for return shipping freight.
We are unable to accept returns for perishable items such as plants or livestock. However, feel free to reach out to us if you are unsatisfied in any way! We do provide 100% DOA (Dead On Arrival) protection.
If your plants arrived DOA (Dead On Arrival), please provide a clear picture of the plants sealed in its original packaging, as well as a photo of the packing slip, within 12 hours of the package arrival at the shipping address.
Send all pictures, along with your order number to firstname.lastname@example.org or through Facebook Messenger.
During winter (under 50°F at your location), please remember to add a heat pack to your order to receive our DOA guarantee. Orders without the purchase of a heat pack will not qualify for DOA replacements, refunds or credits.
Don’t worry, we’ll take care of your order as long as it fits within the guidelines above!
Standards of Quality and Out of Stock Notifications
You will be notified via email if our Warehouse Team determines that an item does not meet our Standards of Quality and cannot be shipped, or if an item is out of stock. If this email has no response within 24 hours, the order will shipped without the item and a refund will be issued.
We will not be able to refund gift cards for cash from the gift card receiver. However, if you purchased the gift card for someone and decide you need a refund, please contact us!
We reserve the right to refuse service to anyone.