Refund policy
Not satisfied with your order? Don't hesitate to reach out to us any time at info@ohenrystanksalot.com and we will do our best to make everything right!
Dead on arrival policy:
If any of your livestock or plants are deceased when they arrive, simply snap a picture of them with their packaging and send them to our email info@ohenrystanksalot.com, or simply submit a refund/replacement request on our FAQ page.
DOAs can be refunded or replaced based on customer preference and stock availability. DOAs are not eligible to be refunded if they are left outside in unsafe weather conditions (below 65F or above 75F) for more than an hour after the package is in customer possession.
Replacements will be provided free of charge once. If there is another instance of DOA the customer can choose to receive a refund for the item, or pay an additional shipping fee for replacement.
Exceptions: If your order has extra plants or livestock included to account for potential losses during shipping, your order is not eligible for refund or replacement UNLESS the remaining plants or livestock amount to less than was originally purchased.
7 Day Arrive and Thrive Guarantee:
When you purchase any of our transitioned/ true aquatic plants or home bred fish, you are automatically eligible for our 7 day Arrive and Thrive program. Simply follow our acclimation protocol provided by email and on our FAQ / product pages. If any of your plants or livestock fail to thrive (Fish loss, plant melting, etc.) within a week of delivery, you may contact us to claim your refund or replacement at no extra cost.
*Emersed grown plants are not included in this program. Please visit our FAQ page for more information.
Please submit your request within 7 days after delivery (including weekends) using our Guarantee Claim form on the FAQ page, or by providing the following information via email to info@ohenrystanksalot.com:
For Plants:
Include your order number in the subject line, or at the beginning of your email.
1) Provide photos of the affected plants, document the plant names, and the quantity of each affected species.
2) Provide photo evidence of the following water tests (ensure that photos are taken in a brightly lit space, make sure that the tests are compared to their relevant indicator key that is provided with the kit.)
Mandatory: Ammonia, Nitrate, pH
Optional Water tests: GH/KH (does not need to be photographed), Phosphate, Nitrite, Chlorine, etc. (these will help us diagnose any issues to ensure your success moving forward)
*We prefer drop tests such as API Freshwater test kits, but photos of test strips may be accepted if they include the mandatory parameters above.
3) Describe your lighting situation, including light intensity (lamp wattage) if available, and photo-period (how many hours your light is on daily).
4) Briefly describe your fertilization regimen and substrate type. E.g. dirted tank, gravel, sand, or aquasoil, how old the substrate is. What fertilizers you use and how often.
For Fish:
Include your order number in the subject line, or at the beginning of your email.
1) Provide photos of the affected fish, document the fish names, and the quantity of each affected species.
2) Provide photo evidence of the following water tests (ensure that photos are taken in a brightly lit space, make sure that the tests are compared to their relevant indicator key that is provided with the kit.)
Mandatory: Ammonia, Nitrite, Nitrate, pH
Optional Water tests: GH/KH (does not need to be photographed), Phosphate, Chlorine, etc. (these will help us diagnose any issues to ensure your success moving forward)
*We prefer drop tests such as API Freshwater test kits, but photos of test strips may be accepted if they include the mandatory parameters above.
3) Briefly describe your tank setup. Please include the number of gallons, filter type and model, tank mates, if your tank is planted, hardscape elements, etc. (Photos are appreciated but not mandatory)
4) Briefly describe your care routine. Include feeding schedule and food type, tank maintenance when applicable.
GENERAL REFUND AND RETURN POLICY:
All Livestock and Plant purchases are final sale and are not eligible for returns.
Dry Goods and Aquarium Products are eligible for return within 30 days of purchase, as long as they are unused, complete, and in the original packaging.
Refunds will be awarded at the sole discretion of O'Henry's Customer Service Team.