Returns: Returns must be approved in advance by Contacting Us. Return shipping charges are the responsibility of the customer. A 15% restocking fee will be charged for all stock item returns in like new condition. All special orders or "as is" sales are final. Plants, snails and koi are not returnable unless we determine that there were special circumstances that apply. Items returned must be in their original condition and shipped back in their original packing and box to be acceptable for exchange. Credit or refunds are issued only after returns are inspected to be in like new condition. In the event the returned item is no longer in like new condition then the item will be returned back to you, if you pay the return shipping charges back to your residence.

Damage in Shipment: It is your responsibility to inspect your items thoroughly when you receive them. If the delivery box is obviously damaged, (crushed, bent, torn, etc.) ask the delivery agent to wait while you look for interior damage. If they will not wait tell them you will not sign for the package and have them return it to us unopened. If you find damage, file a claim immediately with the delivery agent. Retain all damaged shipping materials, as they will be needed to show to the shipping company. If you are not home at the time of delivery please unpack and inspect your items as soon as possible. If you notice damage contact the shipping agent ASAP. They may tell you to contact us, but we still need an claim or an incident number so everyone is on the same page and we can resolve your situation as fast as we can.

Missing Shipments: In the event that your package does not arrive contact us. We will do a follow-up with the shipper. If the shipper has documentation that your shipment was delivered we cannot be responsible for the theft of your shipment. Once the shipment leaves our facility the ownership and associated risk of that shipment belongs to you. If you wish to have your shipment insured against loss contact us before you make your order. If you provide us with a shipping address that is not correct we are not responsible for delivery to the wrong address.

Since we offer free shipping on our products, all return shipping is the responsibility of the customer, and no refund will be made on the return shipping costs you incur. All returns in excess of $100 must be insured for return shipment. The cost of reshipping any order replacement is your responsibility. No free shipping is available on exchanges.

Return Policy on UV Lamps: Inspect your UV lamp upon delivery. If the box is damaged do not accept the package. If the package was left while you were not home and you notice damage, call the delivery agent and file a claim immediately. These UV lamps are packaged such that they cannot be broken without any external sign of damage on the box. We will not refund or replace any UV lamp that has been delivered and signed for. Why? Sadly there are people who will take a burned-out UV lamp, clean it up, put it in the new box, and then claim that it does not work.

Our Plant Guarantee - 15 Days*

Where are my plants I ordered? - We hold all plant shipments and send them out according to safe to ship dates per the USDA Last Frost Guidelines based on your zip code. If you want your plants shipped immediately let us know when you check out. Our guarantee is void if you request the plants delivered ahead of the USDA last frost guideline date.

First 5 Days - If you feel your plants are in trouble or your shipment is damaged when you first open the package Contact Us within 24 hours. Don't discard the plants.
1. Put the plants back in the box and ship them back to us.
2. We will replace your plants at no cost to you.
3. Or we will refund your money after inventory of the contents of the returned box.

From Day 6 to 15 - If within 5-15 days your plants fail Contact Us with photos of the dead plants and we will replace them providing you pay new shipping costs.

Rarely do people ever have a problem with our plants. If people do have problems it is because the plants were delayed for some unknown reason during shipment and spend several days in the box. This is why we only ship on Monday-Wednesday. This is standard practice for any business that ships plants. We cannot risk having a plant sit over the weekend in a truck somewhere. Tropical plants are only available until September. Plants are shipped "bare root" or "soil-less" per USDA rules and regulations.

*DISCLAIMER ON PLANT GUARANTEE AS A RESULT OF SHIPMENT DELAY: Our 15-day plant guarantee is void in the event that your plants get misrouted by a wrong address that you supplied to us on your purchase information, or if the package is delayed due to conditions out of our control such as holidays, delivery company errors, or acts of God. If you have had delivery problems in the past with slow shipments due to your location you should contact us first and make sure that you pay additional fees to provide for express shipping or 2nd day air shipments.

Our Koi Guarantee - Arrive Alive and Healthy

We guarantee our Koi to arrive alive and healthy. If a Koi arrives dead contact us for instructions on how to claim a replacement. We cannot be held responsible for a box of Koi left at a residence when nobody is home, or a box that was returned to the shipper's warehouse. Koi will die if they do not get fresh oxygen within 24 hours.

MAKE SURE SOMEONE IS HOME TO ACCEPT THEM!

If you fish arrives dead: We will require a photo of the Koi so do not dispose of it. However distasteful it may be for you to do this, you will need to cut the tail section off of the Koi and lay it on the ground with the remainder of the Koi for the picture.

It is your responsibility to put the koi in water that is good for the health of fish. Do not put fish into a pond without making sure that the water has been treated with a water conditioner and tested for ammonia levels and nitrates. The koi you receive has lived a long time already, and if it dies in your pond quite honestly there is something wrong with your water.