Shipping policy
Shipping Policy
Effective Date: July 31, 2026
At Axolotl Superstore, the health and safety of our animals are our highest priority. Every shipment is carefully prepared to provide the best possible travel conditions. Please review this Shipping Policy before placing your order.
By placing an order with Axolotl Superstore, you agree to the terms outlined below.
Shipping Schedule
Live animals are shipped Monday through Wednesday using overnight delivery to reduce transit time and avoid weekend delays.
Orders are scheduled based on weather conditions, carrier availability, and the health of the animals.
Dry goods and aquarium supplies may be shipped Monday through Friday.
Shipping schedules may change during holidays or due to severe weather.
Weather Safety
The health of our axolotls always comes first.
We reserve the right to delay any shipment if weather conditions are determined to be unsafe for live animal transport.
This includes, but is not limited to:
- Excessive heat
- Freezing temperatures
- Hurricanes
- Wildfires
- Flooding
- Snowstorms
- Ice storms
- Severe weather warnings
- Natural disasters
Shipment delays due to weather are not grounds for order cancellation or refund unless otherwise required by law.
Shipping Methods
Live axolotls are shipped using overnight service whenever possible.
The shipping carrier is selected based on destination, service availability, and delivery reliability.
Shipping methods may change without notice if necessary to protect the health of the animals.
Delivery Requirements
Customers are responsible for:
- Providing a complete and accurate shipping address.
- Being available to receive the package on the first delivery attempt.
- Monitoring tracking information.
- Bringing the shipment indoors immediately after delivery.
- Inspecting the shipment promptly upon arrival.
Leaving a live animal package outside may expose the animal to dangerous temperatures and void applicable guarantees.
Incorrect Shipping Information
Customers are solely responsible for providing accurate shipping information.
Axolotl Superstore is not responsible for delays, losses, or additional shipping costs caused by:
- Incorrect addresses
- Missing apartment or suite numbers
- Incorrect ZIP codes
- Invalid phone numbers
- Undeliverable addresses
If a shipment must be resent due to customer error, additional shipping charges will apply.
Carrier Delays
Once a shipment has been accepted by the shipping carrier, delivery timing is largely outside of our control.
Axolotl Superstore is not responsible for delays caused by:
- Weather
- Mechanical failures
- Flight cancellations
- Traffic accidents
- Labor disputes
- Carrier routing errors
- Natural disasters
- Government actions
- Other events beyond our reasonable control
We will work with customers and the carrier to resolve shipping issues whenever possible.
Lost Packages
If a package appears lost during transit, please contact us immediately.
We will initiate an investigation with the shipping carrier.
Replacement or refund decisions will be made after the carrier's investigation and in accordance with our Live Arrival Guarantee and Refund Policy.
Delivered Packages
Packages marked as "Delivered" by the shipping carrier are considered delivered.
Customers are responsible for retrieving the shipment immediately.
Axolotl Superstore is not responsible for packages that are:
- Left outside after delivery
- Stolen after delivery
- Damaged due to delayed retrieval
- Exposed to extreme temperatures after delivery
Live Arrival Claims
If there is an issue with a live animal upon delivery, customers must notify Axolotl Superstore within two (2) hours of the carrier's documented delivery time.
Claims submitted after this period may be denied.
Claims must include:
- Order number
- Photographs of the unopened shipping box
- Photograph of the shipping label
- Photographs of the animal inside the unopened bag
- Photographs of the animal after opening the bag
- Description of the issue
Video documentation of the unboxing is strongly recommended.
Please refer to our Live Arrival Guarantee for complete claim requirements.
Delayed Customer Pickup
Customers are responsible for retrieving shipments immediately after delivery.
Axolotl Superstore is not responsible for losses resulting from:
- Packages left unattended
- Delayed pickup
- Vacation holds
- Missed delivery notifications
- Customer scheduling conflicts
Dry Goods
Aquarium supplies, food, and other merchandise may ship separately from live animals.
Separate shipments may result in multiple tracking numbers.
Shipping charges may vary depending on product size, weight, and destination.
Shipping Charges
Shipping costs are calculated during checkout.
Shipping charges include packaging materials, insulation, temperature control materials when necessary, and handling.
Shipping fees are non-refundable except where required by law or when the shipping error was solely caused by Axolotl Superstore.
Order Processing
Most orders are processed within 1–5 business days.
Live animal orders may require additional scheduling to ensure safe weather conditions and animal health.
Order processing times are estimates and are not guaranteed.
Right to Delay or Cancel Shipment
Axolotl Superstore reserves the right to delay or cancel any shipment if we believe shipment would place an animal at unnecessary risk.
Reasons may include:
- Unsafe temperatures
- Animal health concerns
- Carrier service disruptions
- Fraud prevention
- Incorrect customer information
- Other circumstances affecting safe delivery
Our goal is always to ensure that every animal arrives safely.
Local Laws
Customers are responsible for determining whether axolotl ownership is legal in their state, county, city, or municipality before placing an order.
Axolotl Superstore is not responsible for animals refused, confiscated, or restricted due to local laws or regulations.
Force Majeure
Axolotl Superstore shall not be liable for delays or failure to perform caused by events beyond our reasonable control, including but not limited to:
- Severe weather
- Natural disasters
- Power outages
- Government actions
- Pandemics
- Carrier disruptions
- Labor disputes
- Acts of terrorism
- Civil unrest
- Other force majeure events
Questions
If you have any questions regarding shipping, please contact us before placing your order.
Axolotl Superstore