Questions? Please contact us at support@hiroaquatics.com

FAQ & Policy

Shipping Related

Q1- What shall I do if I want to cancel my order?

A1- Please send us an email immediately. If the order has not been shipped, we will cancel your order per your request immediately and send you a refund. If your order has been shipped out after we receive your cancellation request, we can only send you a refund when you send back the original package.

 

Q2- What shall I do if I want to return my order?

A1- Please refer to our return policy.

 

Q3- What if I found my order has not arrived or lost?

Please understand that we have no control after the package is shipped out, most of the packages will be delivered in the end, some package may get delayed due to some unexpected situations, such as weather issues or a pandemic. It is a very low chance that a package gets lost. Please be patiently wait some more days for it to be delivered. If you really need it in a hurry, we do recommend you place a new order and we will refund you the first order when the USPS or UPS confirms that the previous package is lost and starts the reimbursement process or we receive your return of the first order with our provided prepaid shipping label. 

 

Q4- When I received my plants, they are all dead, what shall I do?

Don't worry, we offer DOA policy, please shoot a photo of the plants and send it back to us within 24 hrs of the delivery date. We may either issue you a full refund or send you a replacement.

 

Q5- I ordered two items but one is out of stock?

An email will be sent to you if some items in your order is out of stock. If we didn't receive any response, we will go ahead to ship the rest of the orders and send you a partial refund.

Q6- My shipping address is an international one, not in the US.

We can ship items internationally but please be noted that the shipping fee we charge does not included any duty & tax, so you may need to pay it when the package arrives at the boarder.