Refund policy

Refund Policy

Effective Date: July 31, 2026

At Axolotl Superstore, we are committed to providing healthy, high-quality axolotls and premium aquarium products. Because we sell live animals, our refund policy differs from that of a traditional retail store. Please read this policy carefully before placing an order.

By purchasing from Axolotl Superstore, you acknowledge that you have read, understood, and agree to this Refund Policy, our Terms of Use, our Shipping Policy, and our Live Arrival Guarantee.

Live Animal Sales

All Live Animal Sales Are Final

All sales of live axolotls are final.

Due to the nature of live animals, we do not accept returns, exchanges, or refunds for live axolotls except as expressly provided under our Live Arrival Guarantee.

Once a live animal has been shipped, the sale is considered final.

Live Arrival Claims

Axolotl Superstore guarantees that live animals will arrive alive when shipped according to our shipping procedures and accepted on the first delivery attempt.

Any issue involving a live animal must be reported within two (2) hours of the carrier's documented delivery time.

Claims submitted after the two-hour reporting period will not be eligible for replacement, refund, store credit, or any other remedy, except where required by applicable law.

To submit a claim, customers must email info@axolotlsuperstore.com within the required timeframe and provide:

Order number
Clear photographs of the unopened shipping box
Clear photographs of the shipping label
Clear photographs of the animal inside its original shipping bag
Clear photographs showing the condition of the animal after the bag has been opened
A brief description of the issue

We strongly recommend recording a continuous video while opening your shipment. While not required, video documentation may assist in verifying a claim.

Failure to provide the required information within the two-hour reporting window may result in denial of the claim.

Customer Responsibilities

Customers are responsible for:

Tracking their shipment.
Being available to receive the package on the first delivery attempt.
Bringing the package indoors immediately after delivery.
Inspecting all live animals immediately upon arrival.
Beginning the acclimation process without unnecessary delay.
Maintaining a fully cycled aquarium with appropriate water parameters before delivery.

Axolotl Superstore is not responsible for issues resulting from:

Delayed retrieval of delivered packages
Failure to inspect the shipment promptly
Incorrect acclimation procedures
Improper water quality or aquarium conditions
Temperature stress after delivery
Neglect or improper husbandry
Illegal ownership within the customer's jurisdiction

Order Cancellations

Orders may be canceled before shipment.

If payment processing fees or other non-refundable transaction costs have already been incurred, those amounts may be deducted from the refund where permitted by law.

Orders for live animals cannot be canceled once the shipping process has begun.

Dry Goods & Aquarium Supplies

Unused, unopened merchandise may be returned within 30 days of delivery.

To qualify for a return:

The item must be unused.
The item must be in its original packaging.
The item must be in resalable condition.
Proof of purchase must be provided.

Customers are responsible for return shipping costs unless the return is due to our error.

Non-Returnable Items

The following items are not eligible for return or refund:

Live animals
Opened food
Frozen food
Live food
Opened water treatments
Opened medications
Custom or special-order items
Clearance merchandise
Gift cards
Digital products
Downloadable content

Damaged or Incorrect Merchandise

If you receive damaged merchandise or an incorrect item, you must notify us within 48 hours of delivery.

Claims should include:

Order number
Photographs of the product
Photographs of the packaging
A description of the issue

Failure to report damage within 48 hours may result in denial of the claim.

Shipping Charges

Shipping fees are non-refundable except where:

Required by applicable law, or
The shipping error was caused solely by Axolotl Superstore.

Carrier delays, weather events, and other circumstances beyond our control do not automatically qualify for shipping refunds.

Incorrect Shipping Information

Customers are responsible for providing accurate shipping information.

Axolotl Superstore is not responsible for losses resulting from:

Incorrect addresses
Incomplete addresses
Failure to collect a package
Missed delivery attempts
Packages returned by the carrier due to customer error

Additional shipping charges may apply if a shipment must be resent.

Lost or Stolen Packages

Packages marked as delivered by the shipping carrier are considered delivered.

If a package is believed to be lost or stolen, customers should contact the shipping carrier immediately and notify Axolotl Superstore.

We reserve the right to investigate all claims before issuing any replacement or refund.

Fraud Prevention & Chargebacks

Axolotl Superstore actively investigates fraudulent claims and chargebacks.

Before initiating a chargeback, customers agree to contact us so we have an opportunity to resolve the issue.

Fraudulent or abusive chargebacks may result in:

Denial of future purchases
Cancellation of warranties or guarantees
Submission of supporting documentation to the payment processor
Recovery of collection costs where permitted by law

Refund Processing

Approved refunds will be issued to the original payment method whenever possible.

Processing times vary depending on your financial institution.

Shipping charges, payment processing fees, and other non-refundable costs may be deducted where permitted by law.

Limitation of Refunds

To the fullest extent permitted by law, Axolotl Superstore's maximum liability for any approved refund shall not exceed the purchase price paid for the applicable product.

Policy Updates

We reserve the right to modify this Refund Policy at any time without prior notice. Any updates become effective immediately upon publication on our website.