Alert: Impact of COVID-19/coronavirus
As we are all becoming more and more aware, this global health crisis is rapidly evolving. We continue to do our best to fulfill orders in the timely manner you have come to expect from us. We are currently still shipping all live goods Monday through Wednesday as well as select USPS orders on Saturday. Orders with only dry goods are shipping Monday through Friday with no delays.
In addition to staying informed of weather and other typical considerations, we are keeping a close eye on the impacts to the supply chain, particularly as they relate to our outbound shipping carriers. Though we are still shipping regularly and staying informed, certain changes in the supply chain necessitate changes to our guarantee policy. As a result, we are hereby not responsible for delays in delivery, nor can we guarantee viability of live goods, due to the complexity of various carriers' response to COVID-19/coronavirus. Please, please be mindful of the shipping method you select as well as related specific delays in your area. (Some areas are no longer receiving daily deliveries from USPS, for example.)
We extend a very heart-felt thank you for your understanding and continued support, and wish you all the very best as we move through this difficult time. Please, stay safe.
General Shipping Policies:
Most orders ship in 1 to 3 business days with the exception of Plants and Microfauna. Please see the Live Plant and Microfauna Shipping section below for more information.
Glass Box Tropicals is not liable for packages unable to be delivered or marked as undeliverable due to an incorrect or incomplete address. If you choose to have an address updated after shipment from our facility or to have a package reshipped that is returned to use due to an undeliverable address, you waive any/all Guarantees and are responsible for all charges associated with the address update or reshipment.
If you checkout with PayPal, we cannot change your delivery address due to PayPal rules. Please be sure to have your PayPal account Verified Address up to date.
We do not hold orders. If you put a note asking for it to be held, we may choose to at our discretion hold it but there is no guarantee. If we do hold it, it will be shipped on OR AFTER the date you request.
If your order is missing an item you must contact us through email with your order number as well as the missing product within 24hrs of delivery. Delivery date and time will based on the receords available from the carrier.
The only shipping methods that have a guaranteed delivery date are FedEx Express packages (Overnight, 2day and Saver) and USPS Priority Mail Express (still typically only guaranteed for 2 days). All other methods are estimated delivery dates are not guaranteed for delivery by any specified date. Glass Box Tropicals is not liable for any carrier delays, even on Guaranteed packages as there can be a wide range of delays due to unforseen circumstances.
If an order includes items that are currently out of stock, the entire order will be held until all items can be shipped together. If the items on back order will not be available in the next 30 days, the out of stock items will be refunded and the in stock items will be shipped.
Plants include any product in the plant category on our site as well as any packages that include live plants.
Microfauna includes any living organism from within the Microfauna category (Isopods, Springtails, Fruit Flies, Rice Flour Beetles, Kenyan Roaches, Aphids, etc.).
Plants and Microfauna are typically shipped Monday-Wednesday to avoid any possible delays in your shipment due to weekends. Exceptions to this include holidays, severe weather, delays due to national security issues in the area in which you live, or other carrier related issues.
At this time we do not offer international shipping on any items.
Changing/Cancelling an order:
If a change or cancellation is necessary, please email us immediately at firstname.lastname@example.org.
Glass Box Tropicals will do all that is possible to assist you; however, it is not guaranteed that a cancellation can occur once an order has been processed.
Cancelled orders may be assessed a 15% cancellation fee.
After an order has been shipped, there cannot be any changes or cancellations made.
Dry Goods Return Policy:
If you have received the wrong item, please contact Glass Box Tropicals at email@example.com immediately so that we can have the carrier pick the package back up (typically FedEx).
If you no longer want the item that you ordered, or you ordered the incorrect item, you may return it to Glass Box Tropicals within 30 days of receiving your order, if the item is UNUSED and UNOPENED. Once Glass Box Tropicals receives your item(s) you will receive a refund in the original form of payment, or merchandise credit, equal to the amount paid less any applicable shipping and handling fees. To make a return, please email firstname.lastname@example.org in order to receive a RA number.
Returns may be subject to a 15% restocking fee.
GLASS BOX TROPICALS DOES NOT COVER ORIGINAL OR RETURN SHIPPING COSTS.
Live Plant and Microfauna Returns:
There are NO returns on Live Plants or Microfauna.
Lost and/or Stolen Packages:
If tracking says your package has been delivered but you have not been able to find where the carrier left it, you will need to contact Glass Box Tropicals the same day of the marked delivery on the carriers website. After that there are too many variables for us to offer any guarantee due to the living nature of many of our packages as well as weather and other factors out of our control. All carriers now offer the option to have an email and/or txt message sent to you at the time of delivery so that you can always stay up to date and be watching for your packages.