Livestock claims

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.

 

Plants: It is extremely rare to receive dead/melted plants, but if there is a big delay by the carrier on the package there is a possibility that it can happen. Some plants will even go a week in the box with very little humidity and no light, and be just fine. 

 

Snails: Upon receiving your snails, you may notice that they aren't moving. This is normal! When snails are shipped they become very stressed and their method of defense is to retrieve their bodies into the shell. After taking the necessary pictures, put them in your aquarium and wait a couple of hours. They should adjust and start working right away. (If a snail dies during shipping, its body will hang out the shell)

If there are issues with an order due to carrier delays (rare, but can happen), know that we always have your back and will provide a replacement.

Submit a Claim

 

• Guarantee gets voided if the address you provide is incorrect. Please, always confirm your address before placing an order! It is the customer's responsibility to ensure the live stock is being sent to the correct address. We, AquaticMotiv® LLC, have no control over the address information inputted at checkout.

 

• Guarantee gets voided if delivery is not made on the first attempt. Please, be home to receive your live animals.

 

• CLAIMS FOR LIVE ANIMALS HAVE TO BE SUBMITTED WITHIN 48 HOURS OF THE ARRIVAL OF YOUR PACKAGE. Guarantee will be voided if you do not submit your claim within this given time!

We will not refund or replace any damaged item claims if proper pictures are not shown as stated above!