Terms and Conditions

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, we will notify you by email. If this does occur you will have the choice of a store credit or to receive a full refund. 

  1. 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 we will cancel your order and no refund will be given.

    3. We DO NOT accept deposits. Full payment is expected at the time of the order and all orders a subject to first come first serve protocol.

  2. Shipping  

    1. We will NOT ship axolotls to states where it is Illegal to own or import them.(California, Maine, New Jersey, and New Mexico).  We DO NOT offer international shipping.

    2. Live orders are shipped on Mondays & Tuesdays.

    3. During extreme weather (temperatures over 85 degrees or temperatures under 20 degrees Fahrenheit) it will be mandatory to use overnight shipping methods. It also may be required to pick up your package from your local shipping hub for protection to your axolotls health and wellbeing.

    4. We do not ship if the temperatures are above 90 or below 0 degrees Fahrenheit, in this instance 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) upon full payment.  Fasting prevents your axolotl/s from fouling the water in the shipping bag. 

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

    7. It is your responsibility to provide us with an accurate shipping address.  If we receive a returned shipment 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 inconvenience fee ONLY if it arrives back to us alive.  

    8. Once your shipping label has been created you will receive an email with your tracking information.  It is your responsibility to track your package. It is MANDATORY to be available at time of delivery. This ensures the safety of the axolotl/s and avoids the package sitting 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.

  3. 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.

  4. Live arrival guarantee

    1. For Live Arrival Guarantee USPS Express shipping is required.  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.

  5. 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.

  6. Refusal of service

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

**Egg orders do not qualify for any replacement or refunds and are not guaranteed**