FAQ
What is your return policy?
We offer a hassle-free 30-day return policy for dry goods. If you’re not completely satisfied with your purchase, you may return unopened and unused items within 30 days of the delivery date for a full refund or exchange. Items must be in their original packaging. Some exclusions may apply for perishable goods (live plants), custom items, or final sale products. To initiate a return, please contact our support team at info@natureaquatica.com, and we’ll guide you through the process.
All live plant sales are final.
How long does shipping take?
Shipping times depend on your selected delivery method and location. For orders within the U.S., standard shipping typically takes 2–5 business days. Expedited shipping options (2-day and next-day) are available for an additional fee at checkout. Orders are processed within 1–4 business days, excluding weekends and holidays. Once shipped, you’ll receive a confirmation email with tracking information so you can monitor your order's progress.
Do you ship internationally?
No, we ship to the US only.
How can I track my order?
As soon as your order ships, you’ll receive a shipping confirmation email that includes your tracking number and a direct link to the carrier’s tracking page. You can also log in to your account on our website to view the status and tracking details of all your recent orders. If you haven’t received tracking information within 72 hours of placing your order, feel free to contact our support team.
How do I contact customer support?
Our customer support team is here to help! You can contact us in the following ways:
- Email: info@natureaquatica.com
- Live Chat: Available on our website Monday–Friday from 10 AM to 4 PM (EST)
- Contact Form: Use the form on our Contact page for general inquiries.
We strive to respond to all inquiries promptly and are happy to assist with any issues or questions you may have.
Can I change or cancel my order after placing it?
If your order has not yet been processed or shipped, we may be able to accommodate changes or cancellations. Please contact us as soon as possible after placing your order. Once an order has been dispatched, we are unable to modify it. In that case, you may still return the item in accordance with our return policy.
Do you guarantee live arrival of plants?
Yes, we offer a Live Arrival Guarantee. If your plants arrive damaged due to shipping, simply send us a clear photo of the plant in its original packaging within 24 hours of delivery, and we’ll offer a replacement or refund. Please ensure someone is available to receive the delivery promptly.
Do you offer bulk or wholesale discounts?
Yes, we welcome bulk purchases and wholesale partnerships. If you’re interested in purchasing larger quantities or becoming a reseller, please reach out to us. We offer tiered pricing based on volume, exclusive partner support, and flexible shipping arrangements to meet your needs.
Do you quarantine or treat your plants for pests and snails?
We inspect all plants thoroughly and maintain a high level of cleanliness in our facilities. However, since many aquatic plants are grown in aquatic environments or shared water systems, there's always a small chance of hitchhikers like snails. If you're concerned, we recommend quarantining new plants and optionally dipping them in a diluted bleach, alum, or hydrogen peroxide solution before adding them to your tank.
Do you offer gift cards?
Yes, digital gift cards are available in various denominations and can be purchased directly from our website.