The Lorelei Aquatics Store

Description:

We are a small-scale breeder and pet supplier local to the Chester, Virginia area who are extremely passionate about producing the highest possible quality in our animals and products.

We carry a nice selection of high-quality live foods guaranteed to provide top of the line nutrition for your pets, as well as the many rare and difficult to find varieties of fish and invertebrates that we breed.

Also available are fully aquatic plants (grown immersed) and a selection of locally procured (and heavily treated) driftwood, magnolia and oak leaves, river stone, and other natural décor.

Along with producing high quality pets, foods, plants, and décor, our goal is to provide enough education and support to make the hobby accessible to anyone!

Policy:

100% Live Arrival Guarantee

Here at The Lorelei Aquatics & More, we guarantee every single shipment that leaves our facility whether it’s a single snail, or an order containing hundreds of guppies. That means, if there are any issues with your order that are outside of your control, we will offer you a replacement, store credit, or a refund of your purchase. As we only ship the most vibrant and healthy specimens from our breeding tanks, we do not guarantee animals beyond the day of arrival save for extenuating circumstances, such as the animal had gotten lost in the mail and arrived extremely stressed (we will look at those instances on a case-by-case basis). All our animals are shipped using overnight delivery, are insulated against the weather, and heating packs are added as needed. We reserve the right to delay or refuse shipping based on weather conditions.

The Lorelei Aquatics & More encourages all hobbyists to thoroughly research all animals before purchase to better provide the correct water conditions, food, and proper tank mates (if any). We are not responsible for any lack of preparedness on behalf of the customer, and we recommend that all aquariums be cycled before the addition of aquatic animals. For advice on cycling, and for assistance procuring supplies, please do not hesitate to contact us at theloreleiaquatics@gmail.com.

Qualifying for Our Guarantee

- Notice of the DOA must be received within 4 hours of delivery* (instructions to follow below).

- If no one is there to receive the package, and the package sits out in extreme weather, the guarantee is voided even if we receive notice within the 4-hour window.

- If the delivery is missed and package is delayed a day or more, the guarantee is voided. Tracking numbers and carrier information will be provided to allow our customers to track their deliveries to prevent this from happening.

- We must have been provided the correct shipping information, with no forwarding addresses, and no P.O. boxes.

- No extras that you may have received are covered under our 100% live arrival guarantee.

*In the case that your order contains snails: as they take longer to acclimate, our customers have a 48-hour period to report the death of a snail. We do ask that you notify us by email during the 4-hour arrival window if you suspect that your snail is dead or struggling. Place your snail in a corner of the tank and observe throughout the day. If no movement is noticed within 48 hours, remove the snail from the water for a “sniff test.” If no odor is noted, replace the snail, and please let us know via a reply to your original notification email. Continue to monitor your snail, and we will go from there.

Notifying Us of Issues

1) Please reach out and email us at theloreleiaquatics@gmail.com within 4 hours from delivery and include your order number in the subject line.

2) In the body of the email, please describe the issues with your order: (ex. Damaged driftwood, damaged container containing micro-worms with loss of culture, DOA (dead on arrival) animals or plants, damaged plants) --- with animals, please take note of how many were included in the bag, we will often include extras, which are not covered under our guarantee.

3) Please attach a photo or video containing a clear image of the dead or damaged animal or product in the unopened bag, also include a photo of the bag’s label.

4) If any items are missing from your order, please include a photo of all the items you received, as well as a photo of the packing slip.

Please allow us time to assess your claim, all emails will be responded to as soon as possible (with limited Saturday hours), and all offers of replacement or refund are up to our discretion.