Questions? Please contact us at support@hiroaquatics.com

Shipping, Returns & Refund

** SHIPPING POLICY **

Free Domestic Shipping with $35.00+ purchase

- Aquatic Plants - 

Ship out the plants within 1-3 business days when the order received.
USPS first class or Priority Mail (Expedited)- 2- 5 business days except holidays
Extreme temperature (below 35 or above 85 degree) may cause the postponed shipment as the plants may get damaged during the shipping.

No International shipping allowed for plants products

 

** DOA POLICY **

If your plants arrived DOA (Dead On Arrival), please provide a clear picture of the plants sealed in their original packaging, as well as a photo of the packing slip, within 24 hours of the package arrival at the shipping address. We will either refund or send you a free replacement.

 

- Non-Plants Orders -

- Domestic Orders -

Ship out within 1-2 business days

USPS or UPS ground - 3- 5 business days except holidays

- International Orders -

Ship out within 1-2 business days

Transit time may vary based on different destinations

Buyer is responsible for any Customs/Brokerage Fee is there is any when the package passes the border.

 

 

** PACKAGE DAMAGED **

Please understand that we have no control after the package is shipped out. When you find your package is damaged upon arrival, please take a photo of the damaged parts and send it back to us within 24 hrs. of the delivery time. When your case is accepted, we will either issue you a full refund or send you a free replacement.

 

** PACKAGE LOST **

Please understand that we have no control after the package is shipped out. If you find that the package has not arrived on the scheduled delivery date, please be patiently to wait one or two more business days, most of the packages will be delivered in the end. If you think your package is lost, please immediately contact us and we will help to track it and open a claim with the carriers.

Please understand that we can not ship a replacement without a confirmation from carriers that the package gets lost, because in most of the cases, the packages just get delayed but not lost. If you really need the product in a hurry, we do recommend you place a new order and we will refund you the first order when you send it back with the provided prepaid shipping label.

Thank you for your understanding.

*NOTE* We are not responsible for any package theft after the delivery. Please report it to your local police office or report this to your insurance company for any compensation. Thank you for your understanding.

 

 

** RETURN POLICY **

Sorry that we don't accept any plants returns.

Non-Plants can be returned up to 30 days after purchase for a full refund as long as the product is unused, new and sealed in its box.

15% restocking fee may applied if the package has been opened, used or returned without in its original box.

Buyers are responsible for return shipping costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value.

 

** PAYMENT METHOD **

We keeps your payment information secure. Our shop never receive your credit card information.