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

Dead on Arrival (DOA) Policy

We take great care in shipping healthy snails, but in the rare case your snail arrives deceased, we offer a replacement or refund under the following conditions:

📦 What to Do If Your Snail Arrives Dead:

1. Check Carefully

   Snails can appear inactive after shipping. Mist gently with lukewarm dechlorinated water or place shell-side-up in a shallow dish for a few minutes. A strong foul smell usually confirms death.

2. Report Within 24 Hours

   You must email us at contact@snailysnail.com within 24 hours of delivery. Claims made after 24 hours will not be accepted.

   Include:

   • Clear photo of the snail

   • The original packaging and shipping label

   • Your order number

3. After we review and approve your claim, you can choose one of the following options:

   • Free Replacement: We’ll send a new snail at no extra cost.

   • Refund: We’ll issue a refund for the snail’s purchase price (shipping not included).

⚠️ Important Notes:

• We do not cover losses after 24 hours or due to improper care, handling, or unsuitable habitat.

• Delayed or missing reports beyond the 24-hour window are not eligible for refund or replacement.

• Snails may take a few days to become active after arrival. Please give them time and observe closely.

DOA Policy