Ordering and Shipping Information
When do you ship?
Processing times are 1-2 business days, give or take. Orders that contain live plants will only be shipped Monday through Wednesday in order to ensure their safety. For those on the West Coast, we will be shipping Monday through Thursday. To avoid delays in shipping, please make sure that all orders are placed with the correct information, valid name and address. We do not provide replacements or refunds for orders that are shipped to an incorrect address due to information errors. We do not ship on holidays or weekends. Once shipped, shipping times will vary. In general, shipments take around 2-5 business days, not including weekends or holidays.
What is your DOA policy for orders containing live plants?
Dead on Arrival (DOA) - we will replace them no questions asked. However, we require that you contact us within 12 hours of delivery time (as stated on mail carrier’s website) Please be sure to include a minimum of 2 photos that CLEARLY showcase the defective plants in their original packaging. Once confirmed, we will ship out new replacement plants within 1-2 business days. Please be sure to accept and open your package as soon as you can. Live plants are very sensitive to shipment and do not like to be kept in the dark. The longer you leave them sitting in a box, damage risk increases. DOA replacements are subject to plant availability and Glass Aqua reserves the right to provide alternative solutions pertaining to each individual case. Please note, products pictured are a representation of what you will receive. All living things such as aquatic plants differ in size, shape, color and may vary.
What should I do when my plants arrive?
For the livelihood of your plants, place them in clean water with temperatures between 68-75°F. This will reduce shock and help them readjust. Once you’ve done that, show us! We’d love to see photos of your scapes. Tag us on Instagram or email us!
When will I receive my tracking information?
Tracking information will be provided. Kindly allow 24-48 hours for updated tracking information. We strongly encourage buyers to check for updates frequently and coordinate proper arrangements to be present for the delivery as we are not responsible for lost/stolen packages or any live plant damage due to courier delays. However, we do our best to provide after purchase support and all discrepancies are handled on a case by case basis. If you believe your package is lost, please send us an email. Lost packages are handled on a case by case basis and Glass Aqua reserves the right to provide alternative solutions pertaining to each individual case. Claims filed on the customer's behalf can take a minimum of 7-14 business days to process.
Plants will ship via USPS Priority Mail (1 - 3 business days after processing)
Smaller items will ship via USPS First Class (1 - 5 business days after processing)
Larger items such as tanks will ship via UPS Ground (1 - 5 business days after processing)
International orders (3 - 10 business days after processing)
What if I need to make a change to my order?
Please email us with your change request as soon as possible. We’ll be happy to make adjustments as long as your order has not been processed. We’ll make sure to respond as soon as we can.
Do you ship to Hawaii, Alaska and internationally?
For all Hawaii or Alaska residents, proceed to check out for shipping rate. For all international residents, please contact us via email before placing your order for a custom shipping rate. We would require a list of products and their quantity provided in the email also. At this time, we do not ship live plants internationally due to custom regulations.
Returns and Exchanges
How do I return an item?
In the unlikely event that you are not happy with your purchase, please contact us within 48 hours. Items being returned must be in mint condition, unused and in original packaging to be eligible for a full refund. Damaged returns are subject to restocking fees. Hard goods can be returned up to 14 days after receipt of purchase. We will assess any damage and each return will be handled on a case by case basis. Shipping charges will not be refunded and buyers are responsible for any return shipping fees. Returns and orders that are cancelled after processing will be subject to a 15% restocking fee. If you are requesting a return due to damages, please be sure to send us an email that includes CLEAR photos of the damage incurred from transit. Items must be returned to process any claims. All damage inquiries will be handled on a case by case basis and Glass Aqua reserves the right to provide solutions pertaining to each individual case.
Can I return live plants?
Due to the nature of live goods, we cannot accept returns on plants. If your plants are in bad condition or arrive deceased, please refer to the DOA policy section above for further instructions.
How do I request an exchange?
If you would like to exchange an item, you will be responsible for shipping the item back and we will send you the desired exchange upon receiving the returned item. Original shipping costs will not be refunded. Buyer will be responsible for exchange order shipping cost. Exchanged items must be unused, without damage and in original packaging. Please ensure to package items securely. Items that are returned damaged and unusable will not be eligible for refund(s).
Do you have any promotions or coupons?
We have promotions at random such as giveaways and temporary discount codes from time to time. To be in the know, all the latest and greatest news will be on our social media pages and blog. Click the links below to view, like, comment and follow us!
Do you offer large bulk orders and wholesale?
We do accept larger bulk purchases for special occasions along with custom orders. Please send all related inquires to email@example.com and we will respond within 1-2 business days.
Can you help me design a hardscape layout?
Yes! Just submit a Custom Hardscape request via the form on this page and we’ll gladly send over a few ideas for you. All we need to know is your tank size and dimensions.
Do you have a sponsorship program?
We are currently accepting sponsorship proposals from US residents. If you are interested in being sponsored, please send your proposal to us at firstname.lastname@example.org along with the information that is outlined below. We will respond within a week.
Sponsorship proposals must include the following:
Photos of current tanks
Descriptions of future tanks
Links to social media accounts
Obligations with other companies or sponsors
Aquascaping related accomplishments and/or publications
Do you support educational institutions and programs?
Absolutely! We strongly believe in teaching responsibility and the importance of preserving nature. We can provide discounted pricing on most of our products. All inquires will be handled on a case by case basis. Please contact us via email. We look forward to working together in hopes of creating an environmentally conscious world.
Do you support local aquascaping groups and events?
We love giving back to the community! Please provide us with your group/event details via email. All inquires will be handled on a case by case basis.