Policies

Plain language rules for buying from us. Questions? Email hello@snailcompany.com.

Privacy · Terms of sale · Live arrival guarantee · Refunds and cancellations

Privacy

We collect only what we need to handle your order or message: your name, email, shipping address, and phone number if you give one, plus what you put in your cart and any notes.

• We use it to confirm availability, send your payment link, ship your order and answer questions.
• The partner who packs and ships live animals for us receives only your first name, last initial and shipping address. They never get your email or phone number.
• We never sell or rent your information.
• If you join our care tips and restock alerts list, we use your email only for that. You can unsubscribe at any time.
• Card payments, once open, are handled on a secure payment page. We never see or store your full card number.
• We do not use advertising cookies. Your cart is stored in your own browser.
• To see, correct or delete your information, email hello@snailcompany.com and we will take care of it.

Terms of sale

• We ship live snails within the continental United States only.
• Mystery snails cannot be shipped to Arizona, Maine or Georgia because of state rules on apple snails. This includes any bundle with mystery snails in it.
• Prices are per pack as shown. Shipping is one charge per order based on the total number of snails. See shipping rates.
• Order requests are not charged. Your order is confirmed only when you pay the payment link we send you.
• Snails are natural animals. Size and shell color vary a little from the photos.
• We ship Monday to Wednesday and may hold an order if the weather on the route is unsafe. We will tell you if we do.
• Please release snails only into an aquarium or closed indoor setup, never into the wild.

Live arrival guarantee

Please be home on delivery day and open the box right away. If any snail arrives dead, email a clear photo of it in the unopened bag to hello@snailcompany.com within two hours of delivery, with your order or reference code. We will send a replacement or a refund for that snail.

Snails often look dead after a trip. Give them a few hours in your tank first: a closed trapdoor, or a snail sitting still, is usually just resting. The guarantee does not cover losses after the snails are added to your tank, packages held at your request, or wrong addresses.

Refunds and cancellations

• You can cancel an order request any time before you pay, at no cost.
• After payment and before we ship, you can cancel for a full refund. Email us with your reference code.
• Once shipped, live animals cannot be returned. Dead on arrival snails are covered by the live arrival guarantee above.
• If we cannot ship your order, for example because snails are out of stock, we will refund you in full.
• Refunds go back to your original payment method.

Last updated November 1, 2026.