What’s Covered

• Live aquatic plants (including floating plants)
• Live food cultures (e.g., microworms, white worms, vinegar eels, etc.)
• Isopods (starter cultures or colonies)

Coverage applies when shipped with an appropriate service for live goods and when the steps below are followed.

What’s Not Covered

• Incorrect or incomplete shipping addresses, refused/returned packages, or porch theft
• Packages not brought inside promptly after delivery
• Extreme carrier delays or weather events beyond our control
• Orders shipped with non-recommended services for live items (see “Shipping Methods”)
• Normal cosmetic variation (melt on plants, minor shed/size variance on isopods)

Note for plants: Occasional harmless hitchhikers (e.g., snails) are possible and not considered DOA.

How to Qualify for the Guarantee

1. Contact us within 2 hours of delivery (per tracking) via our Contact Form.
2. Include your order number and three photos: (A) unopened package contents, (B) items laid out, (C) close-up of the issue.
3. Receive on the first delivery attempt. Held-for-pickup is recommended in very hot or cold weather.

How We Make It Right

• Replacement (when available) or
• Store credit for the subtotal of affected items (shipping is non-refundable)

We’ll respond quickly with next steps. Our goal is a healthy, thriving setup for you.

Shipping Methods for Live Goods

• Recommended for live items: USPS Priority Mail or similar 2–3 day service. (Faster services are always welcome.)
• Not recommended for live items: Economy options (e.g., USPS Ground Advantage) — use at buyer’s risk for live arrival.
• Weather add-ons: Heat/cool packs and insulation are available during extreme temps. We may hold orders briefly if conditions are unsafe.

Tip: If temps are outside ~35–90°F at your location, choose a faster service and consider Hold for Pickup.

Note: Free shipping thresholds may exclude live animals (see banner details). Policies may be updated as we improve shipping best practices.