Terms of Service

TERMS OF SERVICE


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OVERVIEW


This website is operated by AquaticMotiv LLC. Throughout the site, the terms “we”, “us” and “our” refer to AquaticMotiv LLC. AquaticMotiv LLC offers this website, including all information, tools and Services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies and notices stated here.


By visiting our site and/ or purchasing something from us, you engage in our “Service” and agree to be bound by the following terms and conditions (“Terms of Service”, “Terms”), including those additional terms and conditions and policies referenced herein and/or available by hyperlink. These Terms of Service apply to all users of the site, including without limitation users who are browsers, vendors, customers, merchants, and/ or contributors of content.


Please read these Terms of Service carefully before accessing or using our website. By accessing or using any part of the site, you agree to be bound by these Terms of Service. If you do not agree to all the terms and conditions of this agreement, then you may not access the website or use any Services. If these Terms of Service are considered an offer, acceptance is expressly limited to these Terms of Service.


Any new features or tools which are added to the current store shall also be subject to the Terms of Service. You can review the most current version of the Terms of Service at any time on this page. We reserve the right to update, change or replace any part of these Terms of Service by posting updates and/or changes to our website. It is your responsibility to check this page periodically for changes. Your continued use of or access to the website following the posting of any changes constitutes acceptance of those changes.
Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and Services to you.


SECTION 1 - ONLINE STORE TERMS


By agreeing to these Terms of Service, you represent that you are at least the age of majority in your state or province of residence, or that you are the age of majority in your state or province of residence and you have given us your consent to allow any of your minor dependents to use this site.


You may not use our products for any illegal or unauthorized purpose nor may you, in the use of the Service, violate any laws in your jurisdiction (including but not limited to copyright laws).


You must not transmit any worms or viruses or any code of a destructive nature.


A breach or violation of any of the Terms will result in an immediate termination of your Services.


SECTION 2 - GENERAL CONDITIONS


We reserve the right to refuse service to anyone for any reason at any time.


You understand that your content (not including credit card information), may be transferred unencrypted and involve (a) transmissions over various networks; and (b) changes to conform and adapt to technical requirements of connecting networks or devices. Credit card information is always encrypted during transfer over networks.


You agree not to reproduce, duplicate, copy, sell, resell or exploit any portion of the Service, use of the Service, or access to the Service or any contact on the website through which the service is provided, without express written permission by us.


The headings used in this agreement are included for convenience only and will not limit or otherwise affect these Terms.


SECTION 3 - ACCURACY, COMPLETENESS AND TIMELINESS OF INFORMATION


We are not responsible if information made available on this site is not accurate, complete or current. The material on this site is provided for general information only and should not be relied upon or used as the sole basis for making decisions without consulting primary, more accurate, more complete or more timely sources of information. Any reliance on the material on this site is at your own risk.


This site may contain certain historical information. Historical information, necessarily, is not current and is provided for your reference only. We reserve the right to modify the contents of this site at any time, but we have no obligation to update any information on our site. You agree that it is your responsibility to monitor changes to our site.


SECTION 4 - MODIFICATIONS TO THE SERVICE AND PRICES


Prices for our products are subject to change without notice. 

We reserve the right at any time to modify or discontinue the Service (or any part or content thereof) without notice at any time.


We shall not be liable to you or to any third-party for any modification, price change, suspension or discontinuance of the Service.


SECTION 5 - PRODUCTS OR SERVICES (if applicable)


Certain products or Services may be available exclusively online through the website. These products or Services may have limited quantities and are subject to return or exchange only according to our Return Policy. To view our Return Policy, please click here.


We have made every effort to display as accurately as possible the colors and images of our products that appear at the store. We cannot guarantee that your computer monitor's display of any color will be accurate.


We reserve the right, but are not obligated, to limit the sales of our products or Services to any person, geographic region or jurisdiction. We may exercise this right on a case-by-case basis. We reserve the right to limit the quantities of any products or Services that we offer. All descriptions of products or product pricing are subject to change at anytime without notice, at the sole discretion of us. We reserve the right to discontinue any product at any time. Any offer for any product or service made on this site is void where prohibited.


We do not warrant that the quality of any products, Services, information, or other material purchased or obtained by you will meet your expectations, or that any errors in the Service will be corrected.


SECTION 6 - ACCURACY OF BILLING AND ACCOUNT INFORMATION


We reserve the right to refuse any order you place with us. We may, in our sole discretion, limit or cancel quantities purchased per person, per household or per order. These restrictions may include orders placed by or under the same customer account, the same credit card, and/or orders that use the same billing and/or shipping address. In the event that we make a change to or cancel an order, we may attempt to notify you by contacting the e-mail and/or billing address/phone number provided at the time the order was made. We reserve the right to limit or prohibit orders that, in our sole judgment, appear to be placed by dealers, resellers or distributors. You agree to provide current, complete and accurate purchase and account information for all purchases made at our store. You agree to promptly update your account and other information, including your email address and credit card numbers and expiration dates, so that we can complete your transactions and contact you as needed.


For more detail, please review our Returns Policy.


SECTION 7 - OPTIONAL TOOLS


We may provide you with access to third-party tools over which we neither monitor nor have any control nor input.


You acknowledge and agree that we provide access to such tools ”as is” and “as available” without any warranties, representations or conditions of any kind and without any endorsement. We shall have no liability whatsoever arising from or relating to your use of optional third-party tools.


Any use by you of the optional tools offered through the site is entirely at your own risk and discretion and you should ensure that you are familiar with and approve of the terms on which tools are provided by the relevant third-party provider(s).


We may also, in the future, offer new Services and/or features through the website (including, the release of new tools and resources). Such new features and/or Services shall also be subject to these Terms of Service.


SECTION 8 - THIRD-PARTY LINKS


Certain content, products and Services available via our Service may include materials from third-parties.


Third-party links on this site may direct you to third-party websites that are not affiliated with us. We are not responsible for examining or evaluating the content or accuracy and we do not warrant and will not have any liability or responsibility for any third-party materials or websites, or for any other materials, products, or Services of third-parties.


We are not liable for any harm or damages related to the purchase or use of goods, Services, resources, content, or any other transactions made in connection with any third-party websites. Please review carefully the third-party's policies and practices and make sure you understand them before you engage in any transaction. Complaints, claims, concerns, or questions regarding third-party products should be directed to the third-party.


SECTION 9 - USER COMMENTS, FEEDBACK AND OTHER SUBMISSIONS


If, at our request, you send certain specific submissions (for example contest entries) or without a request from us you send creative ideas, suggestions, proposals, plans, or other materials, whether online, by email, by postal mail, or otherwise (collectively, 'comments'), you agree that we may, at any time, without restriction, edit, copy, publish, distribute, translate and otherwise use in any medium any comments that you forward to us.
We are and shall be under no obligation (1) to maintain any comments in confidence; (2) to pay compensation for any comments; or (3) to respond to any comments.


We may, but have no obligation to, monitor, edit or remove content that we determine in our sole discretion to be unlawful, offensive, threatening, libelous, defamatory, pornographic, obscene or otherwise objectionable or violates any party’s intellectual property or these Terms of Service.
You agree that your comments will not violate any right of any third-party, including copyright, trademark, privacy, personality or other personal or proprietary right. You further agree that your comments will not contain libelous or otherwise unlawful, abusive or obscene material, or contain any computer virus or other malware that could in any way affect the operation of the Service or any related website. You may not use a false e mail address, pretend to be someone other than yourself, or otherwise mislead us or third-parties as to the origin of any comments. You are solely responsible for any comments you make and their accuracy. We take no responsibility and assume no liability for any comments posted by you or anythird-party.


SECTION 10 - PERSONAL INFORMATION


Your submission of personal information through the store is governed by our Privacy Policy. 


SECTION 11 - ERRORS, INACCURACIES AND OMISSIONS


Occasionally there may be information on our site or in the Service that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing, promotions, offers, product shipping charges, transit times and availability. We reserve the right to correct any errors, inaccuracies or omissions, and to change or update information or cancel orders if any information in the Service or on any related website is inaccurate at any time without prior notice (including after you have submitted your order).


We undertake no obligation to update, amend or clarify information in the Service or on any related website, including without limitation, pricing information, except as required by law. No specified update or refresh date applied in the Service or on any related website, should be taken to indicate that all information in the Service or on any related website has been modified or updated.


SECTION 12 - PROHIBITED USES


In addition to other prohibitions as set forth in the Terms of Service, you are prohibited from using the site or its content: (a) for any unlawful purpose; (b) to solicit others to perform or participate in any unlawful acts; (c) to violate any international, federal, provincial or state regulations, rules, laws, or local ordinances; (d) to infringe upon or violate our intellectual property rights or the intellectual property rights of others; (e) to harass, abuse, insult, harm, defame, slander, disparage, intimidate, or discriminate based on gender, sexual orientation, religion, ethnicity, race, age, national origin, or disability; (f) to submit false or misleading information; (g) to upload or transmit viruses or any other type of malicious code that will or may be used in any way that will affect the functionality or operation of the Service or of any related website, other websites, or the Internet; (h) to collect or track the personal information of others; (i) to spam, phish, pharm, pretext, spider, crawl, or scrape; (j) for any obscene or immoral purpose; or (k) to interfere with or circumvent the security features of the Service or any related website, other websites, or the Internet. We reserve the right to terminate your use of the Service or any related website for violating any of the prohibited uses.


SECTION 13 - DISCLAIMER OF WARRANTIES; LIMITATION OF LIABILITY


We do not guarantee, represent or warrant that your use of our service will be uninterrupted, timely, secure or error-free.


We do not warrant that the results that may be obtained from the use of the service will be accurate or reliable.


You agree that from time to time we may remove the service for indefinite periods of time or cancel the service at any time, without notice to you. You expressly agree that your use of, or inability to use, the service is at your sole risk. The service and all products and Services delivered to you through the service are (except as expressly stated by us) provided 'as is' and 'as available' for your use, without any representation, warranties or conditions of any kind, either express or implied, including all implied warranties or conditions of merchantability, merchantable quality, fitness for a particular purpose, durability, title, and non-infringement.


In no case shall AquaticMotiv LLC, our directors, officers, employees, affiliates, agents, contractors, interns, suppliers, service providers or licensors beliable for any injury, loss, claim, or any direct, indirect, incidental, punitive, special, or consequential damages of any kind, including, without limitationlost profits, lost revenue, lost savings, loss of data, replacement costs, or any similar damages, whether based in contract, tort (including negligence), strict liability or otherwise, arising from your use of any of the service or any products procured using the service, or for any other claim related in anyway to your use of the service or any product, including, but not limited to, any errors or omissions in any content, or any loss or damage of any kind incurred as a result of the use of the service or any content (or product) posted, transmitted, or otherwise made available via the service, even if advised of their possibility.


Because some states or jurisdictions do not allow the exclusion or the limitation of liability for consequential or incidental damages, in such states or jurisdictions, our liability shall be limited to the maximum extent permitted by law.


SECTION 14 - INDEMNIFICATION


You agree to indemnify, defend and hold harmless AquaticMotiv LLC and our parent, subsidiaries, affiliates, partners, officers, directors, agents, contractors, licensors, service providers, subcontractors, suppliers, interns and employees, harmless from any claim or demand, including reasonableattorneys’ fees, made by any third-party due to or arising out of your breach of these Terms of Service or the documents they incorporate by reference, or your violation of any law or the rights of a third-party.


SECTION 15 - SEVERABILITY


In the event that any provision of these Terms of Service is determined to be unlawful, void or unenforceable, such provision shall nonetheless be enforceable to the fullest extent permitted by applicable law, and the unenforceable portion shall be deemed to be severed from these Terms of Service, such determination shall not affect the validity and enforceability of any other remaining provisions.

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 First Class 2-4 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. 

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.

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 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.

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 First Class 2-4 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. 

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.

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 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.

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.