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Return Policy

Updated April 2022

Payment

We accept MasterCard, Visa, American Express and Discover for online purchases. DragonflyAquatics.com is based in Ohio, so Ohio sales tax does apply to orders shipped within Ohio. We also have nexus in the state of Oregon so Oregon sales tax applies on Oregon orders.

Shipping & Freight

We do our best to ship orders on the week you schedule your shipment at checkout. During the busy season (late April through early June) it may take an extra week to ship out your order. For a complete breakdown of our shipping charges and procedures please refer to our Shipping Rates page.

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 you 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.

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.  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.
Plant regulations are quite fluid and are changing all the time. Please inform yourself of what plants are permitted in your state. If a plant is ordered and not permitted in your state we will automatically substitute it for a plant that is allowed/permitted in your state.

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