100% Live Arrival Guarantee

Policy

At H2O by Flip Aquatics, we take pride in shipping healthy, high-quality aquatic plants. We carefully select and pack our plants for their trip, and we guarantee that eligible live plants will arrive alive when the requirements of this policy are met.

Live Plant Coverage

Transit time is calculated from the date your order ships to the date USPS marks the package as delivered.

Item Type In Transit ≤ 7 Days In Transit ≥ 8 Days
Live Aquatic Plants ✅ Covered ❌ Not Covered
Free Plants / Free Items ❌ Not Covered ❌ Not Covered
Replacement Items ❌ Not Covered ❌ Not Covered
Shipping Costs ❌ Not Covered ❌ Not Covered

What Voids Our Live Arrival Guarantee

Our Live Arrival Guarantee does not apply if:

  • The package is in transit for 8 days or longer.
  • A claim is not submitted within 8 hours of USPS marking the package as delivered.
  • The required photos are not provided.
  • Plants are removed from their original packaging or discarded before the required claim photos are taken.
  • An incorrect or incomplete customer-provided shipping address causes a delivery issue.
  • The item was provided free of charge or as a replacement.
  • The issue involves snails, snail eggs, algae, duckweed, or other possible hitchhikers rather than the health of the plant.

How to Submit a Plant Claim

Claims must be submitted within 8 hours of delivery by emailing support@h2oplants.com

Please make the subject line say "Order #XXXXX – Plant Claim"

  1. Subject line saying 
  2. Your order number.
  3. A clear photo of the affected plant inside its original, unopened packaging.
  4. A clear photo showing the condition of the plant.
  5. A photo showing the plant's packaging or label so we can identify the item.

Please do not throw away the plant or its packaging until our team has reviewed your claim.

Plants can experience temporary stress during shipping. Wilting, leaf loss, discoloration, or other signs of shipping stress do not always mean a plant is dead. In some cases, we may ask you to give the plant a few days to recover before making a final determination.

Missing Items

If an item is missing from your order, email support@h2oplants.com with

  1. Your order number.
  2. A photo showing all items received in the package.
  3. A photo of your packing slip.

Our team will review the order and packing information to verify the missing item.

Damaged Dry Goods

If a non-live product arrives damaged, email support@h2oplants.com with

  1. Your order number.
  2. A photo of the original shipping package, including any visible exterior damage.
  3. A clear photo of the damaged product.

Please keep the damaged item and its original packaging until your claim has been reviewed.

Shipping Costs

Original shipping costs are not covered by the Live Arrival Guarantee and are non-refundable.

USPS Shipping Delays

All H2O by Flip orders are shipped through USPS

Once a package has been transferred to USPS, transit delays may occur outside of our direct control. Our Live Arrival Guarantee covers eligible plants delivered within the transit timeframe outlined above.

Final Notes

We review claims as quickly as possible.

Submitting a claim does not automatically guarantee approval. Claims are reviewed based on the photos and information provided and the requirements of this policy.

Repeated, fraudulent, or suspicious claims may be denied and may result in restrictions on future orders.

Our goal is simple: get healthy, high-quality aquatic plants into your hands and make the claim process as straightforward as possible.