General Information

1. By placing an order with us you are subject to the terms provided below. 

2. Stock is subject to availability, we do our best to keep up to date inventory.  If an order has been placed and the axolotl(s) you purchased is out of stock, you will be notified by email and have the choice of a store credit or receive a full refund. 

Holds/Deposits

1. We do not offer holds, 

2. If you are unable to collect your axolotl or have it shipped to you within one week of the order date your order will be cancelled and will receive a full refund.

3. We do not accept deposits for axolotls, the full amount must be paid at the time the order is placed, all orders are first come first serve.

4. See section ‘4.  Cancellations’ for information about cancellations.

Shipping  

1. NO axolotls will be shipped to states where it is illegal to own/import them (California, Maine, New Jersey, and New Mexico).  We do not ship outside of the United States.  

2. Live orders are shipped on Mondays & Tuesdays.

3. During extreme weather (temperatures over 85 degrees or temperatures under 20 degrees Fahrenheit) all orders will be mandatorily overnighted, and in some cases we may require you to pick the package up from the carrier's local hub.  

4. We do not ship if the temperatures are above 90 or under 0 degrees Fahrenheit, in this case your order will be held and shipped the first Monday or Tuesday when the temperatures are safe.

5. Your purchase will be separated from the rest of the stock once paid for and will be fasted for shipment (3 days for babies and 5 days for adults) only after the balance has been paid in full.  This prevents them from fouling the water in the shipping bag. 

6. All axolotls are shipped in a well insulated box and have an ice pack & will be clearly marked “LIVE FISH”. or "LIVE ANIMALS"

7. It is your responsibility to provide us with an accurate shipping address.  If a shipment is returned to us due to an incorrect address you provided we will not refund shipping.  Subsequently, we will refund you for the cost of the axolotl minus a $25 convenience fee ONLY if it arrives back to us alive.  

8. When your shipping label has been created you will receive an email with your tracking information.  It is your responsibility to track your package and be available at time of delivery, it is also important that the package does not sit outside or in a mailbox.

9. Any change to shipping address must be placed before the label has been purchased.

10. We do not ship orders to any P.O. Boxes.

11. We do not ship to military base addresses.

12. If your delivery time has exceeded the estimated time, contact us so we can investigate the delay, do not call the postal carrier this can delay the shipping process.

13. In the event your package is lost in transit, we will issue a refund for your order only after the carrier has completed an investigation and deemed that the package is in fact lost. 

14. We ship with USPS, if you have a preference for another carrier, please notify us at time of placing your order.  

15. We are not responsible for carrier delays.

Cancellations

1. Cancellations less than 24 hours before ship date are subject to a $20 cancellation fee.  

2. If shipping has already been paid for by the merchant you will not receive a refund for shipping.

3. Any order that is cancelled is subject to a minimum of a $5 fee, this covers card processing fees charged to the merchant; this does not apply to the circumstances in 4.1.

Live arrival guarantee

1. In order for your purchase to be eligible for this you must choose USPS Express shipping.  If an express shipping method is not chosen then the Live Arrival Guarantee is null and void.  

2. If you, or an authorized person are not present for a delivery attempt, the live arrival guarantee is null and void.

3. If it was agreed upon that the axolotl would be held at the carrier's hub, the package must be picked-up within 3 hours of arrival at said hub.

4. If you give us a delivery address that is not valid, the live arrival guarantee is voided.

Dead on Arrival

1. In order for the following to apply, please see the  ‘Live arrival guarantee’ information.  We will not guarantee a live arrival of your axolotl if express shipping is not selected.  

2. If for some reason your axolotl does not arrive alive, you have one hour from the time of delivery to send us a photo/video showing the axolotl in its unopened, original shipping bag..

3. We will either ship a free replacement or issue a refund minus shipping costs. Shipping costs for a replacement to be paid by buyer. We may ask that you upgrade to express shipping, depending on circumstances.  If express shipping is necessary, this will include a small fee.

Refusal of service

1. We reserve the right to refuse service to anyone at our discretion.