Refund policy

Return & Refund Policy

Live Plants & Live Animals

Due to the perishable nature of live plants and live animals, all sales are final. We do not accept returns or exchanges for live plants or live animals.

However, we do offer a 24-Hour Live Arrival Guarantee to ensure your order arrives in good condition.

24-Hour Live Arrival Guarantee

We guarantee that your live plants and livestock will arrive alive and in healthy condition.

If any item arrives dead on arrival (DOA), you must contact us within 24 hours of the delivery time shown on the carrier tracking.

To submit a claim, please email us with:

  • Your order number

  • Clear photos of the affected item

  • Photos of the item in the original sealed bag or packaging

Once verified, we may offer one of the following at our discretion:

  • Replacement of the item (if available)

  • Store credit

  • Partial refund

Requests submitted after 24 hours of delivery may not qualify for the Live Arrival Guarantee.

Conditions That Void the Guarantee

The Live Arrival Guarantee does not apply if:

  • The package is left outside or exposed to extreme weather

  • The package is delayed due to incorrect address provided by the customer

  • The package is refused or returned to sender

  • The customer is not available to receive the shipment

  • The package is held at a carrier facility or pickup location

  • Shipping delays caused by the carrier, weather, or other circumstances beyond our control

We strongly recommend tracking your shipment closely and bringing the package indoors as soon as it arrives.

Shipping Delays

While we work hard to ship orders promptly, we are not responsible for delays caused by shipping carriers, weather conditions, or other transit issues.

If a shipment is delayed but the plants or livestock arrive alive, the order is considered successfully delivered.

Order Cancellations

Orders may only be canceled before they are shipped.

Once an order has been processed and shipped, it cannot be canceled or modified.

Incorrect Shipping Address

Customers are responsible for providing the correct shipping address at checkout.

Orders that are returned due to:

  • Incorrect address

  • Undeliverable address

  • Refused shipment

may not be eligible for a refund.

Non-Live Items

If your order includes non-live items, please contact us within 7 days of delivery if there is an issue with your order.

Contact Us

If you experience any issues with your order, please contact us as soon as possible.

Aquarium Plants Factory
Website: https://www.aquariumplantsfactory.com
Email: aquariumplantsfactory@gmail.com