FAQ
Important Live Plant Shipping Notice
All live plants are subject to inspection and must comply with applicable import regulations at the USDA office in Los Angeles. However, some plant species listed on our website may be classified as noxious weeds.
It is the buyer’s responsibility to be aware of and understand their state’s regulations regarding restricted plant species. We strongly recommend reviewing your local laws prior to making a purchase as regulations can vary by state. To check the USDA database, click here.
Glass Aqua is not liable for any packages that are delayed, rejected, or confiscated due to local or federal restrictions on live plants.
Ordering and Shipping Information
When do you ship?
Orders are typically processed within 1-2 business days M-F. However, additional time may be required during peak seasons and federal holidays. For orders containing live plants, we exercise extra caution and assess factors such as travel distance and weather to ensure safe transit.
To avoid delays, please ensure all order information is accurate and complete. We cannot offer refunds and are not responsible for orders shipped to incorrect addresses due to errors in provided information. Once an order has been shipped, delivery times are determined by the carrier and are outside of our control. On average, shipments arrive within 2–5 business days, excluding weekends and holidays.
DOA Policy
Dead on Arrival (DOA) - To qualify for a replacement, please contact us within 2 hours of the delivery time shown by the mail carrier. Be sure to include a minimum of two clear photos of the affected plants in their original packaging. Replacements are subject to plant availability, and we may offer alternative solutions based on individual cases.
We encourage you to open your package as soon as it arrives—live plants are sensitive to shipping conditions, and delays can increase the risk of damage.
Please note: product photos are for reference only. Natural variations in size, shape, and color are to be expected. Once a package leaves our facility, delivery times are out of our control, and some transit stress is normal. This may include minor discoloration, cosmetic blemishes, dropped leaves, or "shaken" tissue culture gel.
Plants that are otherwise healthy and likely to recover with proper care are not eligible for DOA claims.
What should I do when my plants arrive?
For the well-being of your aquarium plants, place them in clean water between 68–75°F. We always recommend cleaning and quarantining new arrivals—regardless of the source—before introducing them to an established tank.
Practicing good habits ensures the safety and health of your aquarium. Once you’ve done that, show us! We'd love to see photos of your aquascape. 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 tracking details to update. We recommend checking regularly and being available at the time of delivery to help ensure your order arrives safely.
If your package is lost or stolen, we’re here to help. While we cannot guarantee replacements in every case, we’ll do our best to support you and evaluate each situation individually. If you believe your package is missing, please send us an email. Claims 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.
If your package has already shipped, you will need to contact the carrier directly to make adjustments.
Do you ship to Hawaii, Alaska and internationally?
For residents of Hawaii or Alaska, please proceed to checkout to view the shipping rate. For larger items, please contact us before placing your order, as additional shipping fees 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.
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 fees are non-refundable, and return shipping costs are the buyer’s responsibility unless the wrong item was received. Please avoid marking or attaching labels directly to product packaging—use a separate box to avoid potential fees. Returned items must be securely packaged; damaged returns may incur restocking fees.
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 depict damages from transit or product defects. Following review, 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, hardscape materials, or any items that have been opened or used.
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 unused, and unopened in their original packaging.
Shipping charges are non-refundable, and buyers are responsible for exchange shipping fees. Please avoid marking or attaching labels directly to product packaging—use a separate box to avoid potential fees. Returned items must be securely packaged; damaged returns may incur restocking fees. Once the return is received and assessed, we will ship the requested exchange.
If you received the wrong product and would like to request an exchange, please contact us as soon as possible. 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, hardscape materials, or any 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.
Miscellanous Information
Do you have any promotions or coupons?
We occasionally run special promotions, giveaways, and limited-time discount codes. To stay in the loop, be sure to follow us on social media and subscribe to our newsletter!
Do you offer large bulk orders and wholesale?
We gladly accept bulk purchases for special occasions, as well as custom order requests. For all related inquiries, please contact us at hello@glassaqua.com.
Can you help me design a hardscape layout?
Please send us an email—we’d be happy to discuss your project with you. Hardscape requests take time and are accepted based on availability. We appreciate your understanding.
Do you have a sponsorship program?
We are currently accepting sponsorship proposals from US residents. If you are interested in being sponsored, please email your proposal to hello@glassaqua.com including the information outlined below.
Please include in your proposal:
Photos of current tanks
Descriptions of future tanks
Links to social media accounts
Obligations to other companies or sponsors
Aquascaping related accomplishments and/or publications
Do you support educational institutions and programs?
Absolutely! We strongly believe in fostering responsibility and the rewards of caring for an aquarium. We may be able to offer discounted pricing on most products, with each inquiry considered on a case-by-case basis.
Please contact us via email—we look forward to working with you and learning about your projects and goals.
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.