Guarantee
UPDATED JUNE 19, 2024:
Our experts have carefully selected and packed healthy snails and plants for your order. In the event that your snails or plants do not arrive alive, and all of the conditions below have been met, we may, at our discretion, offer store credit or a refund for the affected item. Shipping is non-refundable.
Our Arrive Alive Guarantee does not apply to orders delivered between Nov. 1 and March 15. Extreme weather and other conditions outside of our control may also void the guarantee. Carefully read the instructions below to ensure prompt approval of your replacement or credit.
Is the Snail Still Alive?
Trapdoor Snails hide in their shells for extended periods of time. This behavior is normal, especially during and after transit. If the snail’s operculum (trapdoor) is still attached, the snail is still alive inside the shell. A replacement will not be issued.
Snails may also float when placed in water because of air trapped inside the shell. The snail is still alive as long as it is in the shell with the operculum attached.
Is the Plant Still Alive?
We ship all of our plants bareroot. That means they will arrive in no or very little soil, with the roots possibly wrapped in wet paper. Waterlilies arrive as tubers with very little foliage.
Unpack your plants as soon as they arrive. They may look a little haggard after their journey, but they will spring to life after you plant them.
Request a Refund or Credit
If you believe any of the snails or plants in your order are dead, please follow the steps below. Failure to complete all steps within a timely manner will void your guarantee.
- Fill out our Contact Us form, with all required fields, within 24 hours of order delivery. It is your responsibility to follow the shipment tracking and ensure someone is home to promptly unpack live plants or animals.
- Include one of more photos of the snail(s) or plant(s). For snails, make sure that the picture clearly shows all sides of the animal, including the trapdoor/shell opening.
Ordering live plants and animals through the mail carries some inherent risk. As such, the following conditions or mistakes will void your guarantee:
- Failure to contact us within 24 hours of shipment delivery.
- Failure to unpack the plants or snails in a timely manner after delivery.
- Extreme weather during shipment, transit or delivery.
- Orders delivered between Nov. 1 and March 15.
- Failure to attach a clear photo of the dead snail(s) or plant(s).
Please note that shipping costs are non-refundable.
We additionally cannot be held responsible for any changes to water conditions or the health of other pond/aquarium life after snails or plants have been introduced.