🌿 Welcome Hydrophytes Community! 🐠
We’re committed to delivering you the healthiest and most vibrant aquatic plants for your aquascapes. However, we understand that sometimes things might not go as planned. In such cases, we’ve got your back with our Live Plant Guarantee.
If you receive an unhealthy or damaged plant, please report it to us within 24 hours of the delivery time along with a clear photo of the unopened item. More details can be found in our Refund and Return Policy page, including our guarantee terms, please visit our dedicated page.
Remember: A picture speaks a thousand—words especially when it comes to reporting issues with your order!
Please note that while some parts of the portion arrive in poor condition but the majority of the same portion is healthy, you will qualify for the Live Plant Guarantee only if the healthy amount does not meet our specified portion size for each product. We generally give much more over our specified portion size. For example, if a product portion size is specified as “8+ stems”, and the order received had 10 healthy stems and 2 dry or wilted stems, then this portion will not qualify for the Live Plant Guarantee.
In cases where we deem necessary, we’ll be happy to offer a replacement or refund your plants to ensure your satisfaction. Certain situations like extreme weathers will prompt us to either delay sending the replacements or a refund will be issued. We will always inform you before any action will be taken.
Our goal is to provide an exceptional shopping experience for every hydrophytes.ca customer! We strive to give you the value of what you pay for and more.
Live Plant Guarantee requests may be sent through the contact page.
Steps to claim a Live Plant Guarantee
- Check that you are within 24 hours of delivery.
- Inspect the contents of the box.
- Take photos of the unopened plant portion bag, front and back.
- The entire package must be in the photo.
- The portion must be in its original sealed state.
- Visit our contact page.
- Select “Live Plant Guarantee” as the reason.
- Fill in the rest of the details.
- Upload the photos that were taken earlier
- If you have troubles uploading the photo (for example if the photo is too large), submit the contact form without uploading the photos and we will email back with alternative methods of submitting the photos.
Let us know!
If you have any questions about our Live Plant Guarantee or anything else related to our store, feel free to reach out to us. We’re always here to help!
Happy aquascaping! 🌱🐠
The Hydrophytes Team