Shipping Policy

At Axolotl Planet, we are committed to ensuring the safe and timely delivery of all products, including live axolotls and merchandise. Please carefully review our shipping policy below.

Live Animals

Shipping Schedule:

  • Axolotls are shipped every Monday via overnight shipping.

  • Orders placed before 12:00 PM CST on Monday will ship the same day.

  • Orders placed after 12:00 PM CST on Monday will ship the following Monday.

Care Procedures:

  • Axolotls are fasted over the weekend prior to shipping to prevent water contamination during transit.

  • This ensures a safer, more comfortable journey for the axolotl.

Live-Arrival Guarantee:

We guarantee that all axolotls will arrive alive and healthy. In the rare case of a Dead on Arrival (DOA) situation:

  • Customer Responsibilities:

    • Be available to receive the shipment on the first delivery attempt.

    • Report the DOA within one hour of delivery.

    • Provide clear photographs of the deceased axolotl in its original, unopened packaging.

  • Replacement Policy:

    • A replacement axolotl will be provided at no extra cost.

    • If the same size and morph are unavailable, we will:

      1. Offer an equivalent replacement.

      2. Provide the exact size and morph at a later date if the customer prefers.

Limitations:

  • The guarantee covers only DOA incidents reported within the stated timeframe and conditions.

  • It does not extend to issues arising after acclimation to the new environment.

Customer Responsibility:

  • Ensure accurate shipping information.

  • Be present to receive the delivery on the first attempt.

For inquiries, contact us at sales@axolotlpetsplanet.com

Merchandise/Non-Live Products

  • Packages without live animals are shipped via UPS Ground.

  • Shipping times depend on the product:

    • Some items ship within 3-5 business days.

    • Made-to-order items may take longer.

  • Local pickup is not available for non-live products.

Preparing Livestock for Shipping

  • Orders placed on Monday after 12:00 PM CST ship the following Monday.

  • We take extensive measures to ensure safe transit:

    • Double-bagging axolotls to prevent leaks.

    • Including cold packs to maintain safe temperatures.

    • Using reinforced packaging for protection.

Service Areas

  • We ship to all states. Customers in Hawaii and New Mexico must submit permits to sales@axolotlpetsplanet.com.

  • If we suspect a violation of U.S. Federal or State laws, we will cancel the order and issue a refund. For assistance, contact us at sales@axolotlpetsplanet.com.

  • Axolotls are not shipped outside the U.S.

Live-Arrival Guarantee

In the event of a DOA, follow these steps:

  1. Contact us within one (1) hour of delivery.

  2. Submit the following to sales@axolotlpetsplanet.com:

    • Photos of the deceased axolotl in the unopened bag.

    • Photos of the package.

    • The order number.

Replacement Details:

  • A replacement will match the original order’s morph, size, and quality.

  • If unavailable, substitutions or refunds will be arranged as outlined.

  • Replacement shipping costs are covered by Axolotl Planet.

Policy Voids:

The guarantee is void if:

  • The report is not made within one (1) hour.

  • The customer is unavailable to receive the package.

  • The bag containing the axolotl is opened.

  • Incorrect shipping information is provided.

Holding an Animal

  • A 50% non-refundable deposit is required to hold an axolotl.

  • The remainder is due upon shipment or pickup.

  • Holds are limited to 3 weeks unless otherwise arranged.

  • Unclaimed axolotls after 3 weeks may be sold to another customer, with the deposit applied as store credit.

Thank you for choosing Axolotl Planet. If you have questions, contact us at sales@axolotlpetsplanet.com .