FAQ

Yes, we accept returns within 14 days. You can return an item as long as it is unopened, unused, and in the same condition it was received.

If you receive anything but a healthy plant/animal, take 2 or 3 pictures in its unopened sealed bag and get in contact with us within 4 hours of the arrival of the package. We will get back to you after we've successfully examined all the pictures. If the plant(s)/animal(s) is(are) indeed damaged or melted/dead, we will gladly send you a replacement or we'll refund you if the item is no longer in stock. Guarantee gets voided if delivery is not made on the first attempt. Please, be home to receive your live animals.

Sometimes boxes are mishandled while in transit by the shipping company. Although it is extremely rare, it can happen.
If your package arrives broken, leaking, or damaged in any way, please take a picture right away and proceed by inspecting all the items inside. If you encounter any issues upon opening the box, reach out to our team with a picture of the damaged box as well as a picture of any damaged items inside. We’ll get back to you with a resolution as quickly as possible and will replace any items that get damaged or broken while in transit.

If there are any missing items in your order, please reach out to us so we can assist you. We will refund or ship you the missing items, at no extra cost. Make sure to contact us within 4 hours of the arrival of the package.

It is normal for snails to arrive tucked in the shell and stay inactive for some time. Snails need to adjust to your aquarium environment before feeling comfortable and safe to come out. After acclimating them properly(read more details below), put them in your aquarium and give them 48 hours to start exploring.

Upon receiving your snails, make sure to float the unopened snail bag on top of your aquarium for 15-20 minutes. When the time is up, carefully cut open the bag and put the snails in your aquarium. Make sure not to put any of the bag water in your aquarium. During transit, the shipping water will become high in ammonia so you should always avoid mixing it in your aquarium. Most snails start exploring after a couple of minutes/hours but some can take up to 48 hours so don't freak out if it has been a while and they are still tucked in.

Do NOT leave any snails in a separate, unfiltered container to acclimate. 

Reasons your snails are still tucked in/not moving: 

1) Water parameters - test your water to make sure you have the correct water conditions for your specific species.

2) Temperature - Make sure your temperatures is correct.

3) Aggressive tank mate - Snails will stay tucked in if they feel in danger so make sure there are no tank mates picking on them.

4) Liquid chemicals/Algae removers - most chemicals are not safe for invertebrates so make sure non were used within the last 2-4 weeks.

If all the aquarium conditions are stable and the environment is ideal to house the snails, then we may have had an issue with shipping, delays, or weather. If this is the case, please reach out to our team so we can help. Make sure to always provide pictures of the snails.

• Floating method

Upon receiving your shrimp, make sure to float the unopened bag on top of your aquarium for 15-20 minutes. When the time is up, carefully cut open the bag and put the shrimp in your aquarium. Make sure not to put any of the bag water in your aquarium. During transit, the shipping water will become high in ammonia so you should always avoid mixing it in your aquarium. 

• Easy set up, drip acclimation method

Upon receiving your shrimp, empty the entire bag content (water and shrimp) into a separate container - 1 gallon to 3 gallons would be preferred. Get some long airline tubing and tie a loose knot right in the middle. With one end of the tubing in your aquarium, start syphoning water from the aquarium to the container with the shrimp. Once you establish the flow of water to the container with the shrimp, quickly tie the knot to reduce the flow of water to about 3-5 drops per second. Leave the airline dripping for about 1-3 hours. Make sure to keep an eye on the container so it doesn't overflow. Once the timer is up, with a soft net, scoop the shrimp out of the container and add them to your aquarium.

Healthy clams will ALWAYS arrive closed and shut. When snails die in transit, they will arrive completely opened up - If that is the case, take a picture and send it over to us right away, otherwise, simply add them to your aquarium and let them acclimate. Clams are slow moving animals so don't worry if you don't see movement for the first couple of days.

Our plants are 100% ready to plant, however, we recommend sterilizing before introducing them to your aquarium.

Bleach Dip 

• Any household brands 
• Great for killing algae and snails 

Directions:

Container 1 (Treat) - Mix 19 parts water to 1 part bleach (5% bleach). 

Container 2 (Rinse) – Dechlorinated water. Add extra dechlorinator (3x more). 

Step 1 - Dip plants in container 1 for 2 minutes. 

Step 2 – When the 2 minutes are up, quickly transfer them to container 2 and leave them there for another 2 minutes. 

Note – After step 2, if you are still able to smell the bleach on the plant, quickly run it under room temperature tap water for 6-10 seconds.

CAUTION! 

Please, be very cautious when applying these methods as they can kill your plants if not used correctly.  

We are NOT responsible for any plant losses/melts due to miss-using the methods stated above.

Our plants are 100% ready to plant, however, we recommend sterilizing before introducing them to your aquarium.

Alum Dip (Aluminum sulfate and Alum USP) 

• Great for killing bugs, snails, and snail eggs. 

Directions:

Container 1 (Treat) - Mix 2 tablespoons per gallon of water. 

Container 2 (Rinse) - Dechlorinated water. 

Step 1 – Soak plant(s) for 1 hour. 

Step 2 – Rinse in container 2. 

CAUTION! 

Please, be very cautious when applying these methods as they can kill your plants if not used correctly.  

We are NOT responsible for any plant losses/melts due to miss-using the methods stated above.

Our plants are 100% ready to plant, however, we recommend sterilizing before introducing them to your aquarium.

3% Hydrogen Peroxide Dip 

• Great against algae, parasites, fungus, and bacteria. 

Directions:

Container 1 (Treat) - Mix 3ml of 3% Hydrogen Peroxide to 1 gallon of water. 

Container 2 (Rinse) - Dechlorinated water. Add extra dechlorinator (3x more). 

Step 1 – Dip plants in container 1 for 4 minutes.  

Step 2 – When the 4 minutes are up, using gloves, quickly transfer them to container 2 and gently rinse. 

CAUTION! 

Please, be very cautious when applying these methods as they can kill your plants if not used correctly.  

We are NOT responsible for any plant losses/melts due to miss-using the methods stated above.

Yes, we have a 100% Live Arrival Guarantee.

We guarantee that your animals/plants will arrive healthy and in the best state possible!

Please keep in mind that Live Arrival Guarantee will only guarantee that your live stock will be alive upon arrival. We don't guarantee that you will be successful at keeping them. This is because of the fact that your aquarium might not have the perfect environment to keep these species, such as:

• Ideal plant substrate
• Co2
• Filtration
• Lighting
• Temperature
• Water parameters

If you're not sure that you have the perfect environment to house a certain plant or animal, feel free to message us anytime with your questions and we will reply as soon as possible.

FIRST CLASS SHIPPING NOTICE

Although First Class shipping is a great, budget friendly option, it may not be the ideal shipping option during extreme weather conditions. Since this service is only for lighter packages (up to 16oz), we are unable to add heat packs/cold packs to these orders to ensure their safe arrival when temperatures are extreme. For this reason, 100% Live Arrival Guarantee is voided for First Class Shipments only, during extreme weather conditions. We recommend having your animals shipped in USPS Priority Mail, UPS 2nd Day Air, and UPS Overnight.

When temperatures are ideal for shipping, USPS First Class is a great and safe option for single orders of snails and any plants.