Ordering and Shipping Information
When do you ship?
Typical processing time is 1-2 business days, give or take depending. Orders that contain live plants are generally shipped M-W but are subject to holds in order to ensure their safety during transit.
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, we have limited control over how long delivery will take. However, in general, shipments take around 2-5 business days not including weekends or holidays.
Dead on Arrival (DOA) - we will replace plants (so long as we have them available) that are dead on arrival. However, we require that we are notified within 2 hours of the delivery time stated on the mail carrier's website. We require a minimum of 2 CLEAR photos that showcase the defective plants in their original packaging. Once approved, we can provide accommodations pertaining to each individual case.
Accept and open your package as soon as you can. Live plants, especially aquatic species, are 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. Once packages leave our hands, we have limited control on how long it will take for the package to be delivered. With this in mind, stress in the form of discoloration, cosmetic damage and/or dropped leaves from transit are ALL NORMAL. Shaken up gel in tissue culture is NORMAL. Plants that are otherwise healthy and can be easily rehabbed with proper care are NOT be eligible for DOA claims.
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. However, if you are ordering larger items, please contact us as this may require additional shipping costs. For all international residents, please contact us via email before placing your order for a custom shipping rate. Please include a list of item(s) you are interested in along with your postal/zip code. 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 of delivery. Approved orders may be returned up to 14 business days following receipt of purchase. Items being returned must be in mint condition, unused and unopened in original packaging. Shipping charges are non-refundable and buyers are responsible for any return shipping fees. Do NOT mark, write on or affix any return labels to a product’s external packaging. Doing so will void a refund. Please ensure items are secure and properly packaged before returning as damaged returns will require restocking fees. We will asses the return and each inquiry will be handled on a case by case basis.
If you are requesting a return due to damages, please send us a clear photo of the shipping box and product within 24 hours following delivery via email. Photos and/or videos should clearly showcase the damage from transit or product defect. Once reviewed, our team will be happy to provide the next steps. Kindly note, 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. We do not accept returns for live plants, bonsai tree driftwood, all other hardscape material and opened or used items.
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, please contact us within 48 hours of delivery. Approved orders may be exchanged up to 7 business days following receipt of purchase. Items being exchanged must be in mint condition, unused and unopened in original packaging. Shipping charges are non-refundable and buyers are responsible for exchange shipping fees. Do NOT mark, write on or affix any return labels to a product’s external packaging as doing so will require a restocking fee. Please ensure items are secure and properly packaged before return shipment as damages incurred from shipment may require restocking fees. Once the return is confirmed and assessed, we will ship the desired exchange.
If you are requesting an exchange because you received the wrong product, please contact us right away! Be sure to include your order number and photos that clearly showcase the incorrect item received. Our team will be happy to provide the next steps. Kindly note, all inquiries will be handled on a case by case basis and Glass Aqua reserves the right to provide solutions pertaining to each individual case. We do not accept exchanges on live plants, bonsai tree driftwood and opened or used items.
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 firstname.lastname@example.org 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’re happy to discuss the project with you. Hardscape requests take time and are done based on availability! We appreciate your patience and understanding.
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 email@example.com 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.