Live Animals

At Axolotl World, we take the well-being and safe delivery of our axolotls very seriously. We have implemented a strict Dead On Arrival (DOA) policy to ensure that our customers receive healthy and thriving axolotls when purchasing from our business. Please read the following policy carefully to understand the procedures and guarantees associated with our DOA policy.

Shipping Schedule:

  • We ship axolotls every Monday via overnight shipping. However, please note that “overnight shipping” does not mean orders will be dispatched on the same day of purchase.
  • Orders placed before 12:00 PM CST every Monday will be shipped on the same day.
  • Orders placed after 12:00 PM CST every Monday will be shipped on the following Monday.

Care Procedures:

  • The care and well-being of our axolotls are of utmost importance to us. To ensure that our axolotls arrive in the best possible condition, we adhere to a fasting protocol over the weekend prior to shipping.
  • Fasting our axolotls helps prevent water contamination during transportation, leading to a more comfortable and safe journey for the animals.

Live-Arrival Guarantee:

  • We offer a live-arrival guarantee for all our axolotls. In the unfortunate event that an axolotl arrives deceased (DOA), we will take full responsibility and provide a replacement axolotl at no additional charge to the customer.
  • To be eligible for the live-arrival guarantee, customers must adhere to the following conditions:
    1. Be available to receive the axolotl on the first delivery attempt.
    2. Report any DOA shipments within one hour of delivery with clear photographs showing the deceased axolotl in its original, unopened packaging.

Replacement Policy:

  • If an axolotl arrives deceased due to shipping delays beyond our control, we regretfully cannot offer refunds. However, we stand by our commitment to customer satisfaction and will gladly provide a replacement axolotl.
  • If the customer chooses to receive another axolotl as a replacement, we will strive to fulfill the request. If we have an axolotl of the same size and morph in stock, we will send it as a replacement.
  • In case we do not have an exact match in size and morph, we will offer a replacement axolotl of equal value from our available stock.
  • In case we do not have an exact match in size and morph, and the customer does not want to receive a different axolotl of the same value, we can send the exact size and morph at a later date when they are back in stock.

Limitations:

  • Our DOA policy only covers incidents of deceased axolotls upon arrival and is subject to the terms mentioned above.
  • This policy does not extend to any issues arising after the axolotl has been received and acclimated to its new environment.
  • We do not offer any guarantees beyond our live-arrival guarantee.

Customer Responsibility:

  • Customers are responsible for providing accurate shipping information during checkout to ensure timely delivery.
  • It is the customer’s responsibility to be present and available to accept delivery on the first attempt to maintain the live-arrival guarantee eligibility.

We understand the importance of transparency and clear communication. By placing an order on our platform, customers acknowledge and agree to adhere to the terms and conditions outlined in this Dead On Arrival (DOA) policy.

We are dedicated to providing exceptional service and high-quality axolotls. If you have any questions or concerns regarding our DOA policy or any other matter, please do not hesitate to contact our customer support team at sales@xolotlworld.cc or our store number at +1 (574) 366-2896.

Merchandise/Non-Live Products

Packages that do not contain live animals are shipped via UPS Ground, depending on what is ordered.

The shipping times for packages depend on what is ordered. Some items will ship within 3-5 business days. Other items are made-to-order and will take longer to be shipped.

Axolotl Planet does not offer Local Pickup on packages that do not contain live animals.

Preparing Livestock for Shipping

If an order is placed on Monday after 12:00 PM CST, it will be shipped the following Monday.

We take great care when packaging our animals for shipment, and take the following measures to keep your new pet as safe and comfortable as possible during shipment.

  • We double-bag every axolotl to prevent any water or oxygen from leaking out of the packaging during shipment.
  • We include cold packs in each parcel to keep the water at a safe temperature for the animal.
  • We use reinforced packaging to reduce the chances that the contents get damaged during shipment.

Service Areas

We will not ship an axolotl to any state where they are illegal, including California, New Jersey, and Maine. We require each customer to submit permits to our email at sales@xolotlworld.cc if they live in Hawaii or New Mexico. Additionally, we will use our best judgment when shipping to addresses where we suspect a customer may intend to transport their axolotl to a state where they are illegal. If our team determines that the fulfillment of an order may result in the violation of any U.S. Federal or State laws, we will terminate the order and issue a refund to the customer. If this occurs, contact our team at sales@xolotlworld.cc to resolve the issue. Currently, we do not ship axolotls outside of the United States.

Live-Arrival Guarantee

Axolotl Planet takes every reasonable measure to ensure that your new animals will be alive and healthy when they arrive at your door. In the unlikely event that your animal is dead on arrival (DOA), follow the following instructions to resolve the situation:

  • Contact the Axolotl Planet team within one (1) hour of receiving the package
  • Submit pictures of the deceased livestock in the bag (unopened) to info@axolotlplanet.com
  • Submit pictures of the package that the animal(s) arrived in
  • Submit the order number associated with the deceased livestock

If the terms above have been met, Axolotl Planet will send a replacement animal of the same morph, size, and general quality/appearance (as the high levels of genetic variation in our stocks may cause individuals of the same morph to take on slightly different characteristics) as listed in the original order. If that same axolotl is not in stock, the customer can substitute it for another axolotl of the same value. If the axolotl substituted for the original costs more than the original, the customer will have to pay the difference. If the axolotl substituted for the original costs less than the original, the customer will be refunded the difference. In either case, the customer will not be responsible for covering the shipping cost of the replacement animal.

Axolotl Planet is not responsible for unexpected delays, damage, or DOAs directly caused by the shipping company. If this occurs, Axolotl Planet will send a replacement animal of the same morph, size, and general quality/appearance as listed in the original order. The customer will not have to pay shipping again.

The terms of the Axolotl Planet Live-Arrival Guarantee are immediately and permanently void if:

  • The customer fails to contact our team within one (1) hour of receiving the package;
  • The customer was not present to receive the package when it was delivered;
  • The customer failed to pick up the package in a timely fashion from its destination address;
  • The customer opened the bag containing the dead animal; or
  • The customer provided an incorrect shipping address.

Axolotl Planet retains absolute discretion to determine whether or not the customer has satisfied the terms of the DOA policy.

Payment Methods

Axolotl Planet accepts the following methods of payment:

  • Credit/Debit Cards – In-person and online purchases. We accept all major credit and debit cards through Shopify. The customer will pay a 3% fee on these transactions.
  • Zelle, Venmo, and Cash App – . No fees on these transactions.

Holding an Animal

If a customer wishes for us to hold an axolotl(s) specimen, they must make a deposit equal to 50% of the sale price of the axolotl(s) and the remainder when the axolotl(s) is ready to be picked up or shipped out. The 50% deposit is refundable. We will hold all axolotls for a maximum of 3 weeks from the original purchase date. Any holding periods greater than 3 weeks must be arranged with the customer. If 3 weeks have passed and we have not received contact from the customer, the axolotl(s) may be sold to another customer and receive the 50% deposit in store credit towards a future purchase.