By placing an order with us, you acknowledge that you have completely read, understood, and agreed to the terms & conditions and information regarding our Live Arrival Policy as stated below.
Please ensure that you inspect any Plant(s), Animal(s) or Item(s) once you've received your order, we will not be liable for any issues once your order is out of our possession.
Due to all the recent delays and unreliability of USPS, we are not able to guarantee Live Arrival for any orders shipped via USPS First-Class Mail, or USPS Priority Mail. For live-plant-only orders, we can only guarantee USPS Priority if the package is not delayed more than 3 days outside of the initial estimated delivery date (e.g. if it is 2Day Priority shipping, we can only guarantee live arrival up to 5 days).
DO NOTE: For Live Animal orders, we can only guarantee Live Arrival if your animals are delivered within 3 days after being shipped. If you opt for a shipping method e.g. Expedited Shipping via UPS Ground/USPS Priority Mail that is estimated to take longer than 3 days, you will not be covered. Hence we highly recommend opting for Express Shipping if delivery to your area using Expedited Shipping is expected to take more than 3 days in order to be covered by our Live Arrival Guarantee. If your order gets delayed during shipping, we will work with you to file a claim with the shipping carrier if necessary.
If you have paid for these shipping methods and do not email us within 12 hours before your order is shipped to request to upgrade the shipping method, it means that you have accepted full responsibility for any issues that may arise after your order has been shipped and that you forfeit your ability to file a claim for a refund or replacement for any issues or DOAs (Dead on Arrivals) under our Live Arrival Guarantee.
Please refrain from ordering, or to notify us if your local temperatures or temperatures in the surrounding areas are predicted to go above 90F or below 25F at any point after they are scheduled to ship. In the event of extreme weather conditions, we recommend that you arrange for the package to be held at the post office or local UPS/FedEx store/facility to prevent it from sitting in a cold/hot delivery truck before it's delivered to you. Even with a Cold Pack or Heat Pack these temperatures will likely be too extreme for the Cold/Heat Pack you've purchased with your order to work.
For our Live Guarantee policy to apply, you are REQUIRED to purchase either a Heat Pack, Cold Pack, Heat Reflective Insulation, or our Weather Insurance if your local temperatures or the temperatures within Chicago are not within the following ranges:
If you fail to do so, you will be fully responsible for any issues that may arise after your order has been shipped and will forfeit your ability to file a claim for a refund or replacement for any issues under our Live Arrival Guarantee.
Any damage or deaths that we determine are caused due to the customers' negligence, such as leaving the package outside for a prolonged period of time during extreme weather conditions, will also forfeit the Live Arrival Guarantee for your order. Rest assured though, we will be happy to guide you through the steps needed to nurse any plant(s) or animal(s) back to health, if possible.
We only guarantee that any Plant(s) or Animals(s) will be alive upon arrival within 2 hours of the 1st delivery attempt.
Live Plants and Animals MUST be checked immediately upon arrival for any DOA claims, and DOA or any other issues MUST be reported to us with clear photographic evidence in their UNOPENED packaging (if DOAs are visible from the packaging) via email or this form within the first 2 hours of the timestamped 1st delivery attempt, NO EXCEPTIONS. We've had too many people wait till days after to notify us of any issues, and as much as we'd like to extend our guarantee timeframe, we DO NOT want to risk the health of our Plants and Animals.
It is your responsibility as a customer to provide the correct shipping address and to be at home to receive a shipment when it is scheduled to be dropped off. This means not having Live Plants or Animals shipped to your home while you’re out at work or when you know you or someone else will unlikely be able to receive them as soon as they are delivered.
It is also your responsibility to make accommodations for the pickup of your Live Plants or Animals should there be changes in a shipping schedule made by the shipping carrier. Shipments left outside, or otherwise unattended beyond the 2 hour reporting window, will NOT be covered by any Live Arrival Guarantee.
Having your Plants and Animals arrive to you healthy is our NUMBER ONE priority, so please make sure you only order them when you know that you or someone else is able to be physically present to receive the shipment during the 1st delivery attempt.
In the rare event of a DOA (Dead On Arrival) case, please fill out this form OR send us an email at WindyCityAquariums@gmail.com within 2 hours of the 1st delivery attempt (if none of the previously mentioned conditions apply) with the following information:
We will happily assist you in resolving the issue within 1 - 2 Business Days once we receive the information required as stated above. Please ensure all the above information is given to us to ensure we can process your claim quickly.
A refund or replacement for the DOA plants or animals will strictly only be given if the message and pictures or videos are received within 2 hours of the first delivery attempt as we will NOT be able to guarantee Live Arrival after that time period.
We may sometimes ask for additional information or photos to help us make a decision. We request that you respond to our requests for additional information or photos within 48 hours. Failure to provide the necessary information we need to process your claim within a reasonable amount of time may result in your claim being denied. All decisions made by us are strictly final and are made at our sole discretion.
We handle each claim on a case-to-case basis, and as long as you have followed all the guidelines to our Live Arrival Guarantee policy and have purchased the necessary shipping option or shipping upgrades you should be covered and we will be more than happy to assist you in making things right!
We do our best to ensure any Plants and Animals sold by us are well cared for and healthy before they reach you. We unfortunately can not guarantee that you will have success in growing or keeping your Plant(s) or Animal(s) once they are out of our possession as this is beyond our control. Many factors affect how well live plants will do in your aquarium, such as the environment, nutrients, temperature, lighting, filter, and CO2. We suggest having a look at the individual animal or plant's information section on its product page if available, or to do a quick Google search for information on the appropriate care and tank requirements for them to ensure you are providing the right conditions for them to thrive in!
We are also happy to answer any questions about the care of any plant or animal sold by us via email. We also can recommend a selection of plants that will be suited for your setup if you are a beginner or unsure of what to purchase, or we can create a custom package for you that is suited for your setup and budget if you fill out this form!
We reserve the right to amend our Live Arrival Guarantee without prior notice.
We reserve the right to refuse refunds or replacements of any Live Plant(s) or Animal(s) if we deem that any damage, deaths, or issues with their health are determined to not be due to something caused on our part or within our control.