Snails can sometimes enter a state of rest, hibernation, or just stay still for long periods — especially after shipping or changes in temperature. People may assume the snail is dead because it has not moved or come out in days. However, only live snails can create this trapdoor in their shell, and so the snail is alive. Snails hibernate throughout the winter and appear dead. Here’s how to gently wake up your snail:
1. Warm Water Soak (most effective)
• Use room-temperature or slightly lukewarm distilled or dechlorinated water.
• Place your snail shell-side up in a shallow dish (just enough to touch the opening — not submerge them).
• Let them sit for 10–15 minutes.
• Most snails will start to respond, extend their tentacles, or slowly begin to move.
2. Gentle Mist
• Mist your snail lightly with warm (not hot!) water using a spray bottle.
• This can help simulate rain and encourage activity.
3. Patience & Quiet
• Leave the snail in a humid, warm enclosure with a bit of fresh food nearby.
• Avoid loud noises or shaking the enclosure.
• Sometimes they just need a few hours to adjust.
⚠️ Things to Avoid:
• Don’t poke or pry them out of their shell.
• Don’t use hot water or leave them soaking too long.
•Don’t worry if they don’t respond right away — some just take longer than others
Replacement and Refund Policy
In the unfortunate event that a snail purchased from us passes away in the mail, we offer the following options:
Eligibility Criteria:
Verify deceased Snail: Sometimes snails can go into a deep inactive state due to stress from shipping. A good way to check if they’re alive is to gently mist them with lukewarm, dechlorinated water or place the snail (shell side up) in a shallow dish of lukewarm water for a few minutes. If it’s alive, you may see slow movement or it may start to peek out once rehydrated.
A reliable method to determine if a snail is dead involves the sense of smell. When snails die, their bodies decompose quickly, emitting a foul odor as a result. By sniffing the snail’s shell or feet, one can detect if any unpleasant smell is present. A strong, foul odor usually indicates that the snail is dead, whereas the absence of any bad smell suggests that the snail is still alive.Notification Period: Customers must inform us of the snail’s death within 3 days from the delivery date.
Proof Requirement: To process a claim, please provide clear photographs of the deceased snail alongside the original packaging and shipping label.
Options Available:
1. Replacement: We will send a replacement snail at no additional cost.
2. Refund: Alternatively, customers may opt for a refund equivalent to the purchase price of the deceased snail, excluding shipping costs.
Procedure:
1. Contact Us: Email our customer service team at contact@snailysnail.com within the 3-day period, including the required photographs and your order number.
2. Claim Assessment: Our team will review the submitted information and respond within 48 hours to confirm eligibility.
3. Resolution: Upon approval, we will arrange for a replacement or process the refund as per your preference.
Exclusions:
• Improper Care: This policy does not cover deaths resulting from improper care, unsuitable habitat conditions, or mishandling by the customer.
• Delayed Claims: Claims made after the 3-day period are not eligible for replacement or refund.
Additional Information:
• Shipping Conditions: We recommend selecting appropriate shipping methods, especially during extreme weather conditions, to ensure the well-being of the snails during transit. Please note that certain shipping methods may void the live arrival guarantee if not chosen appropriately.
• Observation Period: Snails may take up to a few days to become active after shipment. We recommend placing them in an easily observable area and ensuring they are right side up. If they do not move after a few days or if you notice any concerning signs, please contact us immediately.
By adhering to this policy, we aim to ensure customer satisfaction and the health of our snails. If you have any questions or require further assistance, please do not hesitate to contact us.