Orders are processed within 1-2 business days. We kindly ask for additional time during busy seasons and holiday weekends to ensure your order is packed safely with TLC. Orders that are placed after shipping cut off will be processed the next business day.

Please be sure to double check all information is accurate before placing your order. We are happy to help edit address errors, but processing times may increase as a result. Once your order is shipped, shipping takes 1-3 business days depending on your location and may take up to 3-5 business days depending on item(s) ordered.

We do not provide replacements or refunds for orders that are shipped to incorrect addresses due to informational errors.

We are happy to provide full replacements as long as the following steps are taken:

- Notify us within 12 hours of delivery time. (timestamps on carrier website)
- Please provide us with a minimum of 2 photos that clearly depict damages in original packaging.

Please be sure to accept and open your package as soon as feasible. Live plants are sensitive to shipment and quick action increases success rates while reducing risk of damage. All inquiries will be addressed on a case by case basis - We reserve the right to provide alternative solutions pertaining to each individual case.

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!

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.

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.

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. Buyer will be responsible for exchange order shipping cost.

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.

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!

IG: @glassaqua
FB: /GlassAqua

While we do our best to ensure our plants are 100% healthy and clean before shipment, snails, and algae are natural and are commonly found in the wild and kept in aquariums. The only way to guarantee this is to use Tissue Culture plants that are grown in a specialized lab. We highly recommend that you thoroughly cleanse your plants gently or quarantine them before placing them in your tank.