P.O. Box deliveries:
Please know that for the most part our orders ship by FedEx or UPS and those carriers do not make deliveries to P.O. Boxes.
While we try to intercept orders shipping to P.O. Boxes, in which case we would contact a customer to obtain another shipping address, we are not responsible for packages shipped out to P.O. Boxes that are lost, misplaced or returned as a result of it.
When to expect your Plants/Livestock order:
The following shipping schedule applies to AQUARIUM PLANTS and LIVESTOCK ONLY, which typically ship via FedEx Express 2-Day service.
Plant/Livestock orders placed on Monday and Tuesday will be typically shipped and delivered the same week.
Plant/Livestock orders placed Wednesday - Sunday will be typically shipped and delivered next week to ensure their healthy arrival.
When to expect your "Hard Goods" order:
Traditional orders that do not include plants or livestock ship the same or next business day and typically require 2-4 business days for delivery.
When to expect your tracking/shipment information:
Tracking numbers for plants are typically emailed within 24 hours AFTER your order has been picked up by the shipping carrier.
Tracking numbers for hard goods are typically emailed as soon as they are packaged and ready for pick-up.
If your order contains both; plants/livestock and hard goods, you will likely receive two separate emails with two different tracking numbers.
Local legal restrictions on certain plants.
Very few plants have legal restrictions on where they can be shipped to. In an event of a plant being ordered that is listed as not allowed to be shipped to your location we reserve the right to substitute that plant with another one, at our discretion, that we find most similar. Please know that any such location-based shipping restrictions are always listed on the product page, under product description. If no restrictions are listed then such plant does not have any limitations.
If, for any reason, you are not completely satisfied with your purchase you have 30 calendar days, from the moment your order is marked as delivered by the shipping carrier, to notify us of your return request.
To request return authorization you must reply to the order confirmation e-mail that was sent to you after you made the purchase. We will review your request and respond to you within 1-2 business days.
All merchandise must be returned unused and in their original condition, including packaging
Any shipping charges incurred from the original order are non-refundable.
Items non-returnable, non-refundable:
Please note that the following items are non-returnable and not eligible for exchanges:
- Live Aquarium Plants
- 3D Backgrounds
- Artificial Tree Logs
- CO2 Systems that include cylinders
- Driftwood & Rock
- Gift Certificates
- Items that are not in their original condition (including ripped manufacturer packaging when applicable)
- Nano tanks with plants
- LED Lighting
- Livestock (e.g. snails, etc)
Items Arriving Defective or Missing
In the extremely unlikely event that the items you ordered arrived defective, damaged or are missing, you must report it to us via email within 12 hours of the order marked as delivered by the shipping carrier. You must reply to your Order Confirmation Email titled "Your Order Confirmation" with relevant images of the defects to the products and/or the packaging it arrived in.
Exceptions: Dragon Wood, Rainforest Wood, Corcovado Wood - Our research suggests those more delicate woods are often damaged not during transit, but after delivery, during unpacking of them from the shrink wrap or during aquascaping process itself. For that reason damages related to those woods must be reported to us by email (You must reply to your Order Confirmation Email titled "Your Order Confirmation"), with accompanying pictures of the damaged items as well as the pictures of the box it arrived in, all within 2 hours of the delivery. To assure the integrity of the process, no exceptions can be made to this policy.
Please note that it may take up to 5 business days for your credit to be issued once your return is received and processed. Also, please keep in mind that it can take longer for a credit to post to your account, depending on the processing speed of your financial institution. The credit posted to your account may appear in the name of Modern Aquarium or ARW Group, LLC.
Order Cancellation Policy
Once placed, orders are automatically transmitted from the website to our store and/or our plant nursery for picking and packing. Even if an order has not been marked as shipped yet it is not guaranteed that we will be able to cancel it. While orders for hard goods can be cancelled up to the moment they have been physically packaged, at which point cancellation is not possible, plants and live stock orders after being submitted go through a process of picking, cleaning and transport preparation, way before they ship and therefore can not be cancelled once this process has begun. To request order cancellation please do so in writing by replying to your order confirmation email sent to you after you placed the order, we will then reply to you with whether the order has been successfully cancelled or not.
You are responsible for providing an accurate and deliverable shipping address. Please note that we are not responsible for any packages lost or delayed as a result of address errors made by you. Any shipment showing as "delivered" by the shipping agency constitutes successful delivery for which no claims of "no-delivery" can be made. If you wish to have your package shipped with signature required, please leave appropriate comment during checkout, otherwise you agree to have your package released, possibly unattended, at the address provided without signature upon delivery.
While we are happy to offer free or subsidized shipping on our website, where we generally charge much less than actual shipping costs, we are unable to absorb additional shipping costs associated with Returns To Sender that are not a direct result of our mistake. Furthermore, in the event your order is returned to us by the mail carrier we will deduct $15 Return to Sender Fee while refunding your order, provided your items are returnable/refundable.