🌿 Welcome Hydrophytes Community! 🐠
We are committed to delivering the healthiest and most vibrant aquatic plants for your aquascapes. However, we understand that shipping live goods carries inherent risks. In these rare instances, our Live Plant Guarantee ensures you are protected.
Immediate retrieval is required to ensure the health of your plants. To qualify for our Live Plant Guarantee, any claims regarding temperature-related damage (freezing or overheating) must be submitted within 2 hours of the delivery timestamp. This strict timeframe allows us to verify damages caused by local weather conditions post-delivery. For issues related to transit delays or courier mishandling, reports must be submitted within 24 hours of delivery. Please review our Refund and Return Policy for full guarantee terms.
Note on Partial Damage: Plants are natural living items. Occasionally, a portion may arrive with minor cosmetic damage (e.g., a few wilted leaves) while the majority of the plant remains healthy. If the healthy plant material meets or exceeds our advertised portion size, the item does not qualify for a replacement. For example, if a product is sold as “8+ stems” and you receive 10 healthy stems plus 2 wilted stems, this is considered a successful delivery.
Resolutions: We will offer a replacement or refund for validated claims at our discretion. In situations involving extreme weather, we reserve the right to delay shipping replacements until conditions are safe. You will be notified prior to any action being taken.
Our goal is to provide an exceptional shopping experience. We strive to ensure you receive the value you paid for and more.
Live Plant Guarantee requests must be submitted through the contact page.
Steps to claim a Live Plant Guarantee
- Check your Timeframe: Ensure you are within 2 hours of delivery for weather/temperature issues, or within 24 hours for shipping delays.
- Inspect: Check the contents of the box immediately.
- Photograph: Take clear photos of the damaged plant portions.
- The portion must be photographed inside its original sealed packaging.
- Ensure the damage is clearly visible.
- Report: Visit our contact page.
- Select “Live Plant Guarantee” as the reason.
- Complete the required details.
- Upload the photos taken in Step 3.
- Note: If you experience technical issues uploading photos, please submit the form without them. We will reply via email with alternative instructions.
Let us know!
If you have any questions about our Live Plant Guarantee or specific plant care, please reach out. We are here to help!
Happy aquascaping! 🌱🐠
The Hydrophytes Team