We’re hobbyists who carefully pack and ship live plants, cultures, isopods, snails, shrimp, and fish. This guarantee explains what is covered and what to do if there is a problem.
What’s Covered
- Live aquatic plants, including floating plants
- Live food cultures, such as microworms, white worms, vinegar eels, and similar cultures
- Live isopods
- Live snails, shrimp, and fish
Coverage applies only when the required shipping method is selected and all qualification requirements below are followed.
How to Qualify
Plants and Live Cultures
One of the following shipping methods must be selected:
- USPS Priority Mail
- FedEx 2Day
- UPS 2nd Day Air
- UPS Ground for deliveries within Kentucky, Indiana, Ohio, or Tennessee only
Economy shipping services, including USPS Ground Advantage, do not qualify.
Isopods, Snails, Shrimp, and Fish
FedEx 2Day or UPS 2nd Day Air must be selected at checkout. If an eligible shipping method is not selected, an invoice for the shipping difference will be sent before the order ships.
Temperature Requirements
The guarantee is void if temperatures are forecast to fall below 40°F or rise above 85°F at any point between Louisville, Kentucky, and the destination unless:
- The appropriate heat or cold pack is included, and
- An eligible expedited shipping method is selected
We may delay shipping when conditions are unsafe, even when temperature protection is purchased. Heat and cold packs reduce temperature risk but cannot fully protect live goods from prolonged exposure or severe weather.
Reporting an Issue
To qualify for assistance:
-
Contact us within two hours of the delivery time shown by tracking.
- Include your order number.
- Provide three clear photos:
- The package and contents immediately after opening
- All affected items laid out together
- A close-up showing the issue
- The package must be received on the carrier’s first delivery attempt.
- Bring the package indoors immediately after delivery.
- If tracking shows the package was left in or around a mailbox and there is an issue, contact us immediately.
Carrier hold-for-pickup is strongly recommended during unusually hot or cold weather.
What’s Not Covered
- Orders shipped using a service that does not qualify for the guarantee
- Incorrect or incomplete addresses
- Refused, returned, or undeliverable packages
- Missed delivery attempts
- Packages not brought indoors promptly
- Porch or mailbox theft
- Extreme carrier delays, severe weather, or other events outside our control
- Temperature exposure outside the qualifying conditions above
- Normal plant melt, minor leaf damage, or other temporary shipping stress
- Normal differences in isopod size, color, or shedding
Occasional harmless plant hitchhikers, including small snails, may be present and are not considered a live-arrival issue.
How We Make It Right
Approved claims will receive one of the following:
- A replacement, when available, or
- Store credit for the subtotal of the affected items
Original shipping charges are non-refundable. Replacement orders may require payment of shipping costs.
We’ll review your claim promptly and provide the next steps. Our goal is to help you receive healthy live goods ready to thrive.
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.
