Return Policy

Updated January 2013

Payment

We accept MasterCard, Visa, American Express and Discover for online purchases. We also accept checks.  You can contact us at customersupport@DragonflyAquatics.com to place your order and once we receive your check and it has cleared we will send your order. DragonflyAquatics.com is based in Ohio, so Ohio sales taxdoes apply to orders shipped within Ohio.

Shipping & Freight

We do our best to ship orders within 1-3 business days of order placement (Orders are shipped Monday through Wednesday to ensure that products arrive as promised.) During the busy season it may take a few days longer. If you order your plants Wednesday thru the end of the week, they may not be shipped until the following week, depending on transit times. We ship most of our products via FedEx Ground or USPS Priority Mail, as our standard shipping service. Fish are shipped FedEx Overnight and special expedited shipping fees apply. We ship to the 48 contiguous states. We do ship to Hawaii, Alaska and Puerto Rico, but there are additional shipping fees included, which is listed on the Shipping link. If you are a resident of Alaska, Hawaii or Puerto Rico contact us for a customer order quote including shipping. We currently do not ship to any international destinations.

Returns and Damaged Items

If you feel your product has arrived damaged, please contact our customer support desk at customersupport@DragonflyAquatics.com. We must be contacted within 24 hours of the receipt of your goods in order for us to file a claim with the shipping company. If there is any issue with your order, please contact us within 24 hours upon receiving it. We believe in providing excellent customer service, and if there is a problem with a plant or product, we want to hear from you. We will do everything we can to rectify the problem. Occasionally, but rarely, there may be items we are currently out of stock and may substitute something in its place of equal or greater value. All plants will arrive healthy, but once your receive your plants, in order to be successful in growing them you need to make sure your water is warm enough and you follow the planting instructions included with your order. By committing your order online, you are agreeing to accept the product and you will need to contact us if something is wrong with the items you purchased within 24 hours of receipt. It will be our decision on how to handle the issue. For hardgoods there is a 30% restocking fee.  All return shipping is the responsibility of the customer, and no refund will be made on the return shipping costs you incur.  The cost of re-shipping any order replacement is your responsibility, unless the pond plants are dead or damaged in shipment.  If a refund is issued it doesn’t include the shipping fee. No free shipping is available on exchanges.  If after 15 days of receiving your plants, if you feel they are dead, you will need to contact us and provide us with a picture of the pond plants before we will replace them. We will pay the shipping costs of plant replacements after receiving the pictures. When you order tadpoles or snails and temperatures are 80 degrees or higher across the country we cannot guarantee live arrival and no refund or replacement will be issued.

Plant Guarantee

We hold all pond plant orders and send them out according to the USDA Last Frost Guidelines based on your zip code.  If you want your pond plants shipped prior to the USDA guidelines, when you place the order make sure to add a comment on your order to SHIP NOW.  If the plants are shipped ahead of the USDA recommended frost guideline date, our pond plant guarantee is void.

We seldom incur any problems with our pond plants and if there is a problem, it is usually due to damage in shipment or delayed shipment which is out of our control.  For this reason we ship most orders Monday thru Wednesday, so there is plenty of time to receive your order before the weekend, and it will not sit in a truck or warehouse over the weekend.  If your order is delayed due to delivery to a wrong address other than what was provided or delayed due to conditions out of our control contact us for free reshipment of your order.

When ordering snails or tadpoles we will not ship if temperatures are over 80 degrees and will hold the order until it has cooled down.  If you request for us to ship plants,snails or tadpoles when we feel temperatures and weather conditions are unsafe, it will void our live delivery guarantee.

At DragonflyAquatics.com we believe our products and pond plants are the best in the world and want you to be 100% satisfied! If for some reason you are not completely happy with your purchase, we want to hear from you. We value your business and we will do everything we can to make your experience at DragonflyAquatics.com as enjoyable as possible!

PLEASE KNOW YOUR STATE LAWS REGARDING ORDERING PLANTS.

CALIFORNIA RESIDENTS: All orders containing Water Hyacinths, Water Lettuce, Cabomba, Mexicana Water Lily, Salvinia, Frogbit, Yellow Flag Iris and Varigated Giant Reed WILL be substituted for ALL CALIFORNIA RESIDENTS per state law. WE will not refund money for substitutions made on orders to California residents.

TEXAS RESIDENTS: All orders containing Water Hyacinths, Water Lettuce WILL be substituted for ALL TEXAS RESIDENTS per state law.