Hello!

Thank you so much for your purchase.

 

Here, you will be able to find additional help and tips for your order upon being received. 
Please know that for any damaged / DoA claims, we will ask for a picture of the item in its original unopened bag/packaging to be able to refund or replace.
Failure to provide upon arrival pictures will void the guarantee as we are not able to confirm the DoAs if there are no pictures upon arrival. NO EXCEPTIONS!
Please search for sections of interest below:

Section 1: Snails

  • Sec. 1.1: Acclimation
  • Sec. 1.2: Murky Water
  • Sec. 1.3: Retrieved Operculum
  • Sec. 1.4: Dangling body/slightly out of shell
  • Sec. 1.5: Shipping issues/damaged boxes

Section 2: Plants

  • Sec. 2.1: Sterilizing
  • Sec. 2.2: Damaged plants

Section 3: Shrimp

  • Sec. 3.1: Damaged
  • Sec. 3.2: Color
  • Sec. 3.3: Acclimation
    • Sec. 3.3.1: Floating method
    • Sec. 3.3.2: Easy set up, drip acclimation method

Section 4: Crabs

  • Sec. 4.1: Damaged
  • Sec. 4.2: Color

Section 5: Clams

  • Sec. 5.1: Acclimation
  • Sec. 5.2: Clam is closed/totally open

Section 6: Bettas

  • Sec. 6.1: Acclimation
  • Sec. 6.2: Betta color
  • Sec. 6.3: Damaged

Section 7: All dry goods

  • Sec. 7.1: Damaged/Returns

Section 8: Feedback

  • Sec. 8.1: We appreciate your feedback

Section 9: Returns & claims

  • Sec. 9.1: Reach out first

Section 10: Contact information

  • Sec. 10.1: Contact us any time

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Section 1: Snails

It is normal for snails to arrive tucked in the shell and being 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.

  • Sec. 1.1: Acclimation

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. 

  • Sec. 1.2: Murky Water

It is normal for the water to be murky as most snails are extremely dirty.

  • Sec. 1.3: Retrieved Operculum

When snails are in transit, they become stressed out and retrieve their operculum (lid/trapdoor). They do this to protect themselves and to feel safer. This is normal.

  • Sec. 1.4: Dangling body/slightly out of shell

If you see a snail's body/head dangling out of its shell, it most likely didn't make it. Please, do NOT confuse dangling out with slightly open operculum - slightly open operculum can also be normal. If your snails has a dangling body out of the shell, immediately take a picture and send it to us. We will reach out to you ASAP to replace it or send a refund.

  • Sec. 1.5: Shipping issues/damaged boxes

All our snails are packed in heat sealed durable plastic bags and always double bagged (triple bagged if necessary). They are packed with enough water to be comfortable and plenty of oxygen that lasts up to 2 weeks. They are then wrapped around in bubble wrap/newspaper or insulation, and put in durable boxes to prevent them from getting crushed. 99.99% of time that boxed are damaged, the snails will still be just fine, even if the bag rips. Snails can stay out of water for weeks, as long as moisture is there.

Some snails are shipped without water on purpose to prevent high ammonia spikes while in transit. Snails stay closed up, and will do very well for weeks as long as moisture in the bag is high.

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.

 

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Section 2: Plants

  • Sec. 2.1 - Sterilizing

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

Here are a couple methods you can SAFELY use:

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.

 

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. 

 

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.

  • Sec. 2.2: Damaged plants

If you receive anything but a healthy plant, 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) is(are) indeed damaged or melted/dead, we will send you a replacement or we'll refund you if the item is no longer in stock. 

 

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Section 3: Shrimp

  • Sec. 3.1: Damaged

All our shrimp are carefully selected, making sure you always receive quality animals. We inspect every single shrimp numerous times before being shipped.

If you have issues upon arrival, 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 and will send a replacement or we'll refund you if the item is no longer in stock. 

  • Sec. 3.2: Color

Pictures are examples of a specific species. In addition, shrimp arrive looking a little lighter and color might look pale but don't worry - this is normal due to the stress they are under while traveling but will quickly get all the color within 24 hours.

  • Sec. 3.3: Acclimation
    • Sec. 3.3.1: 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. 

    • Sec. 3.3.2: 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.

 

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Section 4: Crabs

  • Sec. 4.1: Damaged

All our crabs are carefully selected, making sure you always receive quality animals. We inspect every single crab before being shipped.

If you have issues upon arrival, 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 and will send a replacement or we'll refund you if the item is no longer in stock. 

  • Sec. 4.2: Color

Pictures are examples of a specific species. The coloration of the crabs may vary from the pictures slightly. 

 

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Section 5: Clams

  • Sec. 5.1: Acclimation

Upon receiving your clams, 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 clams 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. 

  • Sec. 5.2: Clam is closed/totally open

Upon receiving your fish, 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 betta 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. 

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.

 

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Section 6: Bettas

All our bettas are carefully selected, making sure you always receive a quality fish. We inspect every single fish numerous times before being shipped.

  • Sec. 6.1: Acclimation

Upon receiving your fish, 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 betta 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. 

  • Sec. 6.2: Betta color

Pictures are examples of a specific species. Unless you purchase a numbered, What You See is What You Get (WYSWYG) betta, coloration may vary. In addition, all bettas are randomly picked by our staff, unless selected otherwise under the color choices.

  • Sec. 6.3: Damaged

If you receive anything but a healthy betta, 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 betta is indeed "damaged"/dead, we will send you a replacement or we'll refund you if the item is no longer in stock. 

 

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Section 7: All dry goods

  •  Sec. 7.1: Damaged/Returns

If you received a damaged item, make sure to take 2 or 3 pictures within 4 hours of the package arrival. We will get back to you after we have successfully examined all the pictures. We have a 100% Satisfaction guarantee and we will make sure to work with you to send you a replacement, or a refund if the item is no longer in stock.

We will cover all shipping costs for damage item replacements. 

All dry goods can be returned within 30 days of the purchase date.

Item must be:

- Unused

- In the same condition it was received

- In the same package it was received

- Package must NOT be damaged

 

Customer is responsible for paying any shipping costs for returning the item. Shipping costs are NON-REFUNDABLE.

If you receive a refund, the cost of return shipping will be deducted from your refund.

 

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Section 8: Feedback

  • Sec. 8.1: We appreciate your feedback

Feedback is very important to us! If you are happy with your order, please take a second to give us a review, we really appreciate it.

If you encounter any problems with the order, get in contact with us so we can make it right and resolve any issues. We have a 100% live arrival guarantee and you are always covered.

We will NOT compromise!

 

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Section 9: Returns & claims

  • Sec. 9.1: Reach out first

- Do not return any items without contacting us first.

- Do not open any return requests without contacting us first.

After contacting us, and after we give you the green light to return an item, you can do so by shipping the item to the address we will then provide to you. Shipping costs are to be paid by the buyer. Replacements for DoA claims are sent free of charge.

 

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Section 10: Contact information

  • Sec. 10.1: Contact us any time

Click here to get in contact with us.

IG @AquaticMotiv

E-MAIL info@Aquaticmotiv.com

For a faster resolution, you can call our store at (973) 330 0006.

Mon-Fri 10a-6p.

 

Thank you so much.

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