ONLINE PURCHASE Return Policy
We want you to be completely satisfied with your purchase. If there’s an issue with your order, please review the information below to determine the next steps.
I Received a Damaged or Defective Item
If your order arrives damaged or defective, please notify us within 48 hours of delivery.
To help us resolve the issue quickly, email us with:
- Your name and order number
- A description of the problem
- Clear photos or videos showing the issue
Once your claim is reviewed, we will provide a replacement, refund, or other appropriate resolution.
I Received the Wrong Item
If you received an item different from what you ordered, please contact us within 48 hours of delivery.
Please include:
- Your name and order number
- A photo of the item you received
- A photo of the packing slip, if available
We will provide instructions for returning the incorrect item and ship the correct product at no additional cost.
My Live Plants or Snails Arrived in Poor Condition
Ordering plants and animals by mail carries inherent risks. While we take every precaution to make sure your plants and snails arrive happy and healthy, we cannot control what happens to these items after they have been shipped.
If a plant or snail arrives dead or in unacceptable condition, notify us within 24 hours of delivery. We may, at our discretion, provide a refund or store credit. Shipping is non-refundable.
Please provide:
- Your name and order number
- Clear photos of the item(s)
Claims submitted after 24 hours may not be eligible for replacement or refund.
The Live Arrival Guarantee does not cover losses caused by:
- Incorrect shipping addresses
- Carrier delays beyond our control
- Packages left unattended after delivery
- Improper acclimation or care after delivery
- Extreme weather after delivery
A note about Trapdoor Snails: Trapdoor Snails typically retreat into their shells during shipping. This helps them stay relaxed and oxygenated during their journey. Snails may take a day or two to emerge from their shells after you place them in the pond. If the snail’s trapdoor is still intact, it is likely still alive. A dead snail will either have its body hanging out of its shell, or the shell will be entirely empty. A snail that is floating is not necessarily dead if the trapdoor is intact; it may just have an air bubble caught inside.
I Ordered the Wrong Item or Changed My Mind
Most unused, unopened merchandise may be returned within 30 days of delivery.
To qualify for a return:
- The item must be unused.
- It must be in its original packaging.
- All parts, accessories, manuals, and documentation must be included.
- Proof of purchase is required.
Customers are responsible for return shipping costs unless the return is the result of our error.
Original shipping charges are non-refundable.
Items That Cannot Be Returned
Unless they arrive damaged or we shipped the wrong item, the following are not eligible for return:
- Custom-cut materials
- Opened fish food, water treatments, medications, or chemicals
- Custom or special-order products
Warranties
Many of our products are covered by a manufacturer’s warranty. This warranty covers only the original/primary owner and does not cover abuse, alteration, theft, loss, or unauthorized and/or unreasonable use of products.
The warranty excludes costs of labor, removal of product, shipping and expenses related to the installation and re-installation of the product.
Should your product need to be returned, be sure to choose a trusted shipping carrier. Splash is not responsible for products that do not arrive in the mail. Please retain your shipment tracking information until we confirm receipt of your warranty product. Splash can only warranty products that were purchased from our online store or in-person. We cannot warranty products purchased from other retailers. Proof of purchase is required.
Warranty submissions are pending inspection of all returned products. If the product works properly after inspection, the warranty may be denied and a credit/replacement will not be sent. If a warranty is denied you will be charged shipping if you request the product to be returned.
How Refunds Are Processed
After we receive and inspect your return, approved refunds will be issued to your original payment method.
Please allow 5 to 10 business days after approval for your financial institution to process the refund.
Questions?
If you’re unsure whether your item qualifies for a return or replacement, please contact our customer service team before sending anything back. We’re happy to help and will work with you to find the best solution.