What We Guarantee

24-Hour Live Arrival Guarantee — We guarantee that live plants and live aquatic animals will arrive alive. In the rare case of a Dead on Arrival (DOA), you must notify us within 24 hours of the delivery time recorded on the carrier's official tracking page. The guarantee is void after that 24-hour window, as condition can no longer be attributed to transit.

How to Submit a Claim

1. Take at least 2 clear, well-lit photos of the affected items in their original, unopened, sealed packaging, plus a photo of the shipping label on the box.
2. Email your photos and order number to hello@aquariumplantsfactory.com within 24 hours of delivery.
3. Do not photograph plants or animals after they have been unpacked, planted, or introduced to your aquarium — once an item enters your aquarium's ecosystem, it is no longer covered.

Approved claims are resolved with a replacement, store credit, or refund at our discretion, under the terms of our Refund Policy. Each item is eligible for one replacement only — replacements are final and we cannot replace a replacement.

Conditions That Void the Guarantee

• Incorrect or incomplete shipping address (vacant address, missing apartment number, or any issue that prevents delivery)
• Packages marked "invalid address," "undeliverable," refused, or returned to sender
• Packages left unclaimed, held at a carrier facility at the customer's request, or not retrieved promptly after delivery — live goods must be brought indoors and unpacked the day they arrive
• Carrier delays, weather events, or delivery exceptions once the package has left our facility
• Shipments to freight forwarders or package-forwarding services

Providing accurate, complete shipping information and monitoring your tracking are essential to keeping your guarantee valid.

Please note: the Live Arrival Guarantee covers arrival only. We cannot guarantee ongoing success — aquarium environment, water quality, nutrients, temperature, lighting, filtration, and CO2 all affect long-term results.

What We Can't Guarantee

1. Pest-free plants (potted & bare-root): Although our plants are grown in our own clean greenhouse, we cannot guarantee they are 100% free of snails, algae, or other hitchhikers. We recommend rinsing and quarantining all plants before adding them to your aquarium. Tissue culture (in vitro) plants are the exception — they are grown in sterile lab conditions, are 100% free of pests, algae, and disease, and have never been in contact with any aquarium.
2. Pesticide-free plants: We use homemade, organic pest control in our greenhouse and never use copper-based pesticides, which are toxic to invertebrates such as snails, crabs, and shrimp. However, we cannot guarantee plants are entirely pesticide-free — always rinse and quarantine before use in invertebrate tanks.
3. Your aquarium's success: We are not responsible for your aquarium inhabitants, including fish, shrimp, snails, and turtles. Please quarantine all plants before use.
4. Growth form: Unless specified, we do not guarantee plants will grow emersed or submersed in your particular setup.