Cancellations: All orders are final. No cancellations. No exchanges. No returns. Exceptions are dead on arrival; plants that have arrived dead once delivered. In this case we will offer a refund or exchange. However, once an order is placed it cannot be altered.
Contacting Jacob's Aquarium: ALL CUSTOMER SERVICE INQUIRIES MUST BE SUBMITTED THROUGH THE CONTACT FORM ON THE "CONTACT US" PAGE. DO NOT USE FACEBOOK, YOUTUBE OR ANY OTHER SOCIAL MEDIA SITE TO CONTACT US REGARDING AN ORDER. For DOA claims please use the email address provided on the paperwork included with you order.
Adding Plants to an Existing Order: If you have already placed an order on the website but would like to order more plants, simply place a second order for the plants you'd like and use offer code "addtomyorder" and you will not be charged additional shipping. We will then ship both orders together. Please be sure to complete your second order in the same week of your original order and before 8am Friday.
Shipping Carrier: United States Postal Service
Tracking: Visit USPS.com to track your order. Tracking information is emailed the same day your order is shipped.
Shipping Schedule: We ship on Saturdays only! All orders must be submitted by 8am Friday to ship the next day(Saturday).
Shipping Info: We ship via United States Postal Service Priority Mail. Shipments may take up to three days or more to arrive. Packages are delivered to your front door or mailbox. We are not responsible if your plants die due to being left in your mailbox or at your front door for prolonged periods of time.
Shipping Fees: We charge $8 for shipping and handling. A minimum order is not required. The cost of shipping is the same regardless of how big or small the order is.
Shipping Rates: The Postal Service increases their rates at the beginning of each year. We do our best to keep shipping costs low. However, we don't control the Postal Service. If they increase their rates, we're forced to charge more for shipping. If your order is placed before the rate increase, you will be charged the previous rate, not the new one. Thank you for understanding.
Shipping Restrictions: We DO NOT ship to Canada, Hawaii or Puerto Rico. We DO NOT ship internationally. Please don't ask.
Dead on Arrival: We guarantee your plants will arrive alive or your money back. If you discover a perished plant in your package, please contact us immediately. Please use the email address provided on the paperwork included with your order for any DOA's. Send us a photo of each dead plant in its original, unopened packaging, include your order number and a brief description of the issue. If a refund is granted, it may take up to three business days to post to your account.
Damaged Plants: Please note that melting or leaf loss is common due to the stress aquatic plants experience during shipping. Aquatic plants can recover. But if you suspect your plant has perished, please abide by our policy and let us know.
Non Compensation Circumstances: Jacob’s Aquarium does not offer compensation for package theft, missing plants or customer neglect.
Guarantee: Our money back guarantee is only valid 24hrs after delivery. We are not liable after 24hrs.
Plant Prices: We have offered the same prices for years, however, due to the many different variables in the plant market and for the sake of notifying our customers ahead of time, all prices are subject to change without notice.
Cancellations: All orders are final. No cancellations. No exchanges. No returns.
Bundle & Portion Amounts: We do not guarantee a certain amount of each plant for bundles and portions. Mostly all online aquatic plant retailers get their inventory from the same sources. These sources(wholesalers)do not promise us a certain amount for each plant we order. It could be more or less, we just never know. Therefore we only sell what we receive from our suppliers. For example, Ludwigia Peruensis comes in bundles of three stems whereas Ludwigia Repens bundles include five stems and that's the amount we'll ship to a customer when they order these plants from us. Shipping more then what we receive from our suppliers would not make sense as a business. We'd loose on each sale. Some plants we grow ourselves allowing us to offer significantly more then our suppliers. However, some plants just do not grow fast enough for us to satisfy demand. Therefore, we're forced to rely on our wholesalers to keep inventory in stock. But rest assured, as we continue to grow, we will invest in new equipment to grow plants at our facility, so we can offer a more consistent amount. Stay updated on the progress of JacobsAquarium.com by subscribing to our YouTube channel. There you will find updates on the progress of the business and much more.
Customer Information: We are not responsible if you misspell or provide us with the incorrect email address and thus do not receive any communication from us regarding the status of your order. PLEASE double check the spelling of the information you provide us during checkout. By completing an order on our website you agree to this policy. No exceptions!