We stand
behind every
living thing
we ship.
Some things in life are worth doing with patience and care. Sending you a healthy, thriving plant is one of them.
You know, there's something profoundly honest about a living plant. It doesn't pretend. If it's healthy, you'll know. If it's struggling, you'll know that too. We built this guarantee around that same honesty. No fine print. No runaround. Just a straight answer and a fair resolution, every single time.
We don't think of our guarantee as a legal document. We think of it as a handshake. You've placed your trust in us to deliver something alive into your care. That is not a small thing. We take it seriously, and we've built our entire operation around earning that trust back with every order.
What you can always count on
Every promise below is unconditional. No order number thresholds. No tier-based eligibility. These apply to everyone, every time.
Every plant leaves our facility in excellent condition, packed in species-specific materials that regulate humidity, temperature, and impact across transit. If something arrives dead or critically damaged, we replace it or refund it. Full stop.
If a plant fails to thrive within 30 days of arrival through no fault in your care, contact us. We'll ask a few honest questions, not to catch you out, but to learn and to help. If we believe the plant was at fault, we make it right.
We write our care guides from direct experience, not copied spec sheets. Difficulty ratings are calibrated against real aquarist outcomes. When a plant is demanding, we say so clearly. We would rather lose a sale than set you up to fail.
Every plant in our collection is either tissue-cultured, sustainably farmed, or responsibly wild-collected with documentation. We don't stock protected species. We don't source from suppliers who do. Our supply chain is something we're proud to talk about.
When you contact us, you reach someone who keeps aquariums and knows these plants firsthand. Our response window is 24 hours, every business day. We won't send you a help centre article when what you need is a direct answer.
Our packaging is developed with seasonal adjustments for Australian climate zones. Summer orders ship with heat management. Winter orders account for overnight temperature drops. We review our packaging standards quarterly, not annually.
The fine print, made readable
We believe you deserve to know exactly what applies and what doesn't, without needing a lawyer to find out.
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What the guarantee coversDead on arrival, plants that fail to establish despite correct water parameters and lighting, species that were mislabelled or significantly misrepresented, and packaging damage that compromised plant health.
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What the guarantee doesn't coverFailure due to incompatible water parameters the buyer was advised about prior to purchase, livestock predation of plants, and failure after the 30-day window has elapsed. Melting of tissue culture plants during the transition phase is normal and is not a defect.
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Reporting a claimEmail us with your order number and a photo. We respond within 24 hours on business days. We don't require you to return the plant.
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Shipping delays outside our controlAustralia Post delays, weather events, and courier failures are outside our control but we still assess the outcome honestly. If your plant suffers because of a carrier delay, we will work with you on a resolution. We don't hide behind carrier terms.
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Resolutions we offerReplacement in the next available dispatch, store credit with a 10% bonus applied, or a full refund to your original payment method. You choose the resolution that suits you. We don't decide for you.
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Repeat issuesIf you've had more than one unsuccessful order, we want to understand why. We'll offer a complimentary consultation with one of our aquarists before your next purchase, to make sure the species you're considering is right for your setup.
"Trust is earned slowly, and lost quickly. We remember that with every order we pack."
We're a small team of aquascapers who turned a passion into a business. That background shapes everything, including how we handle problems when they arise.
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