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FAQ
Important Plant Shipping Notice
Live plants undergo strict inspection and are held to any applicable laws respective to import regulations and requirements at the USDA office of Los Angeles. However, certain species available on our website may be categorized as federal or state noxious weeds. It is the buyer's responsibility to know and understand which may be categorized as such. We strongly recommend researching residing state laws and regulations before placing an order. To view USDA's plant database of noxious weeds, click here. Please note, additional research may be required. Glass Aqua is not responsible for any packages confiscated due to state regulations in place for live plants.
Ordering and Shipping Information
When do you ship?
Orders are typically processed within 1-2 business days. However, additional time may be required during busy seasons or due to federal holidays. For orders containing live plants, factors such as distance and weather are carefully considered to ensure safe transit before shipping.
To avoid shipping delays, please ensure all order information is accurate and complete. We cannot offer refunds for orders shipped to incorrect addresses due to errors in the provided information.
We do not ship on weekends or holidays. Once an order is shipped, delivery times are beyond our control. On average, shipments take 2-5 business days, excluding weekends and holidays.
DOA Policy
Dead on Arrival (DOA) - We will replace plants that are dead on arrival, provided they are in stock. To qualify for a replacement, please notify us within 2 hours of the delivery time listed on the mail carrier's website. Additionally, please provide at least two clear photos showing the defective plants in their original packaging. Once we review and approve your claim, we will offer a resolution tailored to your specific case.
We encourage you to open your package as soon as it arrives. All live plants, especially aquatic species, are sensitive to shipping conditions and don’t thrive in darkness. The longer they remain in the box, the higher the risk of damage.
DOA (Dead on Arrival) replacements depend on plant availability, and Glass Aqua reserves the right to offer alternative solutions based on each individual case. Please keep in mind that product photos are representative and that live plants naturally vary in size, shape, and color.
Once packages leave our hands, delivery times are beyond our control. As such, some stress from transit is completely normal. This may include minor discoloration, cosmetic damage, or dropped leaves. Tissue culture gel appearing “shaken up” is also normal. Plants that are otherwise healthy and can recover with proper care are not eligible for DOA claims.
What should I do when my plants arrive?
For the well-being of your plants, place them in clean water at a temperature between 68–75°F to reduce shock and help them adjust. We strongly recommend cleaning and quarantining all new arrivals—regardless of the source—before introducing them to an established setup. Practicing these good habits ensures the safety and health of your ecosystem! 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 with your order. Please allow 24–48 hours for the tracking details to update. We strongly encourage you to check for updates regularly and make arrangements to be available at the time of delivery to ensure your order is received safely. In cases of loss or theft, we do our best to assist with after-purchase support, handling each situation on a case-by-case basis. If you believe your package is lost, please email us. Claims filed on your behalf may take a minimum of 7–14 business days to process. Glass Aqua reserves the right to offer alternative solutions based on the circumstances of each case.
What if I need to make a change to my order?
If you need to make changes to your order, please email us as soon as possible. We’ll gladly make adjustments as long as your order hasn’t been processed.
Do you ship to Hawaii, Alaska and internationally?
For residents of Hawaii or Alaska, please proceed to checkout to view the shipping rate. If you’re ordering larger items, kindly contact us beforehand, as additional shipping costs may apply.
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?
If you are not satisfied with your purchase, please contact us within 48 hours of delivery. Approved returns must be shipped back within 14 days of approval. Returned items must be unused, unopened, and in their original packaging. Specific return requirements, if applicable, will be listed on the product’s page.
Original shipping charges are non-refundable, and buyers are responsible for return shipping costs, unless the wrong item was received. Please avoid marking, writing on, or affixing return labels to the product’s packaging; use a separate box for returns. Failure to do so may result in fees. Ensure that items are securely packaged for safe return transit, as damaged returns may incur restocking fees. Each return will be assessed on a case-by-case basis.
If you are requesting a return due to damages, please email us a clear photo of both the shipping box and the damaged product within 24 hours of delivery. Photos and/or videos should clearly show the damage from transit or any product defects. Once we’ve reviewed your submission, our team will provide the next steps.
Please note, all damage inquiries will be handled on a case-by-case basis, and Glass Aqua reserves the right to offer solutions tailored to each individual situation.
We do not accept returns for live plants, bonsai trees, driftwood, any other hardscape materials, or items that have been opened or used.
Can I return live plants?
Due to the nature of live goods, we cannot accept returns on plants. If your plants arrive in poor condition or deceased, please refer to our DOA policy 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 exchanges must be completed within 7 business days of receiving your purchase. Items being exchanged must be in mint condition, unused, and unopened in their original packaging.
Shipping charges are non-refundable, and buyers are responsible for exchange shipping fees. Please do not mark, write on, or affix return labels to the product's external packaging, as doing so may result in a restocking fee. Ensure that items are securely packaged for return shipping, as any damages incurred during transit may also result in a restocking fee. Once the return is confirmed and assessed, we will promptly ship the exchanged item.
If you received the wrong product and would like to request an exchange, please contact us immediately! Be sure to include your order number and clear photos of the incorrect item. Our team will assist you with the next steps.
Please note, all inquiries will be handled on a case-by-case basis, and Glass Aqua reserves the right to offer solutions tailored to each individual situation.
We do not accept exchanges for live plants, bonsai trees, driftwood, any other hardscape materials, or items that have been opened or used.
Miscellanous Information
Do you have any promotions or coupons?
We run occasional promotions, including giveaways and temporary discount codes. To stay updated on the latest news, be sure to follow us on our social media pages and subscribe to our newsletter. Click the links below to view, like, comment, and follow us for all the exciting updates!
@glassaqua
/GlassAqua
/GlassAqua
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 hello@glassaqua.com and we will respond within 1-2 business days.
Can you help me design a hardscape layout?
Send us an email 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 hello@glassaqua.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.
