Returns & DOA Guarantee
Your satisfaction is our priority. Here's how we stand behind every plant we sell.
DOA Guarantee
If your plants arrive damaged or dead, we'll make it right. No hassle.
How the DOA Process Works
Simple steps if something goes wrong
Open Package Immediately
Inspect plants within 2 hours of delivery
Take Clear Photos
Document damaged plants and packaging
Contact Us
Email photos to cole@colesaquatics.com
Get Resolution
Refund or replacement shipped ASAP
What's Covered
- Plants that arrive dead or severely damaged
- Plants with obvious signs of rot or decay
- Freeze damage (with heat pack ordered in winter)
- Crushed or broken plants from shipping
- Wrong item sent
What's Not Covered
- Normal shipping stress (minor melt is normal)
- Plants that die after acclimation period
- Cold damage without heat pack (in winter)
- Claims submitted after 2 hours of delivery
- Claims without photo documentation
Important Notes
About "Melt"
Some leaf loss or "melt" is normal for aquatic plants adjusting to new conditions. This is not DOA - it's a natural transition period. Most plants bounce back within 1-2 weeks with proper care.
Winter Orders
From November through March, we strongly recommend adding a heat pack ($3) to your order. Without a heat pack, DOA claims due to cold damage may not be honored during winter months.
How to Contact Us
Email cole@colesaquatics.com with your order number and clear photos. We respond to all DOA claims within 24 hours and typically same-day.
General Returns
Due to the nature of live plants, we cannot accept returns for change of mind. However, if you have any issues with your order, please reach out - we want every customer to be happy.
Contact Us