Return Policy & Claims

  • Live Stock - 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.

 

NOTE (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. 

 

NOTE (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)

 

    • Dry Goods - Shipping cost on Dry Goods Returns to be paid by the buyer.
    • Shipping - 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. Do NOT send any items without contacting us first.

     

    • 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 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!



      Frequently Asked Questions

      When will my order ship out?

      We ship orders from Monday to Wednesday. All orders placed after Wednesday 7 a.m. EST will be shipped out the following Monday. We do this to prevent your package from getting stuck at a carrier facility over the weekend.

      How much does shipping cost?

      FREE SHIPPING on all orders above $69

      USPS Ground Advantage 2-5 days $6.99

      USPS Priority Mail 1-3 days $14.99

      UPS 2nd Day Air $29.99

      UPS Overnight $49.99

      How long will it take for my package to arrive?

      Depending on the shipping method selected at checkout, it can take anywhere from 1 - 5 business days.

      USPS and UPS handling times are out of our control once your package is dropped off so keeping an eye on the tracking number is the best way to receive updates.

      Is Free Shipping a slow service?

      No. All live animal or plant orders that qualify for free shipping will ship in USPS Priority Mail, or a superior service, depending on size and weight.

      My tracking number is not updating ...

      After you receive an email confirmation with your tracking number, saying the order has shipped, please allow up to 48 hours for USPS/UPS to update your tracking details. If you do not see any updates after 48 hours, please contact us.

      Keep in mind that if your order was placed after our cut off time, 7am on Wednesday, you may only see updates the following Monday, when the order is shipped.

      Why hasn't my order shipped out yet?

      Sometimes we have to hold orders due to the extreme weather.

      We do not ship live animals or plants if the weather is below 40 degrees or above 85 degrees.

      Do you ship everywhere in the US?

      Yes. We ship to all states including AK, HI, and PR.

      Is international shipping available?

      No, at the moment we do not ship outside of the US.

      How do you ship live stock and plants?

      All our live stock and plants are shipped to the best of our abilities.

      Live stock is 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 a week. They are then wrapped around in bubble wrap or newspaper, and put in durable insulated boxes to prevent them from getting crushed.

      Plants are packed in heat sealed, durable plastic bags to maintain moisture, wrapped around in bubble wrap or newspaper, and put in durable insulated boxes to prevent them from getting crushed in transit.

      Can I return an item?

      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.

      I have a DoA (Dead on Arrival). What do I do?

      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.

      My package arrived broken, damaged, or leaking. What do I do?

      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.

      Missing items. What now?

      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.

      My snails are not moving. What do I do?

      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.

      How do I acclimate my snails?

      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. 

      My snails have not moved in over 48 hours. What do I do?

      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.

      How do I acclimate my shrimp?

      • 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.

      My clams don’t open. Are they alive?

      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.

      Bleach Dip

      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 then rinse very well.

      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 30-40 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.

      Alum Dip

      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.

      3% Hydrogen Peroxide

      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 2-3ml 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 2-3 minutes.  

      Step 2 – When the time is up, using gloves, quickly transfer them to container 2 and gently rinse thoroughly.

      Step 3 - Rinse plants thoroughly once again under room temperature tap water.

       

      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.

      Do you offer a guarantee?

      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.

      When will my order ship out?

      We ship orders from Monday to Wednesday. All orders placed after Wednesday 7 a.m. EST will be shipped out the following Monday. We do this to prevent your package from getting stuck at a carrier facility over the weekend.

      How much does shipping cost?

      FREE SHIPPING on all orders above $69

      USPS Ground Advantage 2-5 days $6.99

      USPS Priority Mail 1-3 days $14.99

      UPS 2nd Day Air $29.99

      UPS Overnight $49.99

      How long will it take for my package to arrive?

      Depending on the shipping method selected at checkout, it can take anywhere from 1 - 5 business days.

      USPS and UPS handling times are out of our control once your package is dropped off so keeping an eye on the tracking number is the best way to receive updates.

      Is Free Shipping a slow service?

      No. All live animal or plant orders that qualify for free shipping will ship in USPS Priority Mail, or a superior service, depending on size and weight.

      My tracking number is not updating ...

      After you receive an email confirmation with your tracking number, saying the order has shipped, please allow up to 48 hours for USPS/UPS to update your tracking details. If you do not see any updates after 48 hours, please contact us.

      Keep in mind that if your order was placed after our cut off time, 7am on Wednesday, you may only see updates the following Monday, when the order is shipped.

      Why hasn't my order shipped out yet?

      Sometimes we have to hold orders due to the extreme weather.

      We do not ship live animals or plants if the weather is below 40 degrees or above 85 degrees.

      Do you ship everywhere in the US?

      Yes. We ship to all states including AK, HI, and PR.

      Is international shipping available?

      No, at the moment we do not ship outside of the US.

      How do you ship live stock and plants?

      All our live stock and plants are shipped to the best of our abilities.

      Live stock is 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 a week. They are then wrapped around in bubble wrap or newspaper, and put in durable insulated boxes to prevent them from getting crushed.

      Plants are packed in heat sealed, durable plastic bags to maintain moisture, wrapped around in bubble wrap or newspaper, and put in durable insulated boxes to prevent them from getting crushed in transit.

      Can I return an item?

      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.

      I have a DoA (Dead on Arrival). What do I do?

      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.

      My package arrived broken, damaged, or leaking. What do I do?

      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.

      Missing items. What now?

      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.

      My snails are not moving. What do I do?

      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.

      How do I acclimate my snails?

      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. 

      My snails have not moved in over 48 hours. What do I do?

      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.

      How do I acclimate my shrimp?

      • 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.

      My clams don’t open. Are they alive?

      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.

      Bleach Dip

      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 then rinse very well.

      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 30-40 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.

      Alum Dip

      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.

      3% Hydrogen Peroxide

      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 2-3ml 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 2-3 minutes.  

      Step 2 – When the time is up, using gloves, quickly transfer them to container 2 and gently rinse thoroughly.

      Step 3 - Rinse plants thoroughly once again under room temperature tap water.

       

      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.

      Do you offer a guarantee?

      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.