0
Your Cart
0
Your Cart

Shipping/DOA Policy

Shipments containing live animals

Axolotls NYC will send all packages containing axolotls only via overnight and 2nd-day shipping. We will never ship Axolotls using any other methods of shipping. Live shipments are sent out on Mondays and Tuesdays excluding holidays.

The processing time for orders may vary depending on our current stock, the day of the week that the order was placed, and other factors. This doesn’t guarantee that your order will be received the day after it was placed. Please understand that we aim to send you your axolotls as fast as we can and ask for your patience. In-person pickups are available in Queens, New York (this option is free). Contact us for further details.

Shipments containing food/merchandise

Packages that do not contain any live axolotls are shipped via the shipping method chosen at checkout. Local pickup is available if you are purchasing merchandise or food from us. Contact us for further details.

Payment options

We accept payments in any of the following methods:

  • Credit or debit cards for in-person and online purchases via PayPal
  • Zelle, CashApp, and cash for in-person purchases only

Preparing for shipping

  • Orders placed after Friday after 11:59 PM EST will be shipped the following Monday (10 days later).
  • Live axolotls are double-bagged when being shipped. Additionally, all boxes are insulated and cold packs are added to ensure the axolotls are safe and healthy during transport.
  • UPS Next Day Air, USPS Priority Express, and USPS Priority Boxes are marked on 4 sides for live animals so that shipping services are aware of the contents of the package and to be careful when handling them.

Live Arrival Guarantee

Axolotls NYC does all that we can to make sure all axolotls delivered will be received alive and well. In the unlikely scenario that your axolotl is deceased upon arrival (DOA), follow the following instructions:

  • Contact Axolotls NYC within 1 hour of receiving your package.
  • Submit clear pictures AND clear video of the axolotl(s) while in the UNOPENED bag along with the packaging they arrived in.
  • Submit the order number, along with photos and videos, to AxolotlsNYC@gmail.com

If the terms and conditions above have been met, we will send you a replacement axolotl of the same morph and general appearance (keep in mind no two are identical) as the original order. A different axolotl may also be requested if an axolotl similar to the original order is out of stock. If the substitute axolotl costs more than the original, then the difference must be paid. If the substitute costs less, the difference will be refunded to you. Axolotls NYC will send your replacement and cover shipping at no cost to you.

Shipping Delays

Axolotls NYC is not responsible for unexpected delays, damages, or DOAs caused by the shipping company. If this occurs, Axolotls NYC will send a replacement(s) to you when the requirements above are met. Axolotls NYC will replace your axolotl(s) at no cost BUT the buyer must cover shipping. For shipping refunds the buyer must contact the proper shipping company, not Axolotls NYC.

Requests for a replacement axolotl will be void if:

  • The customer fails to contact us within 1 hour of receiving their package.
  • The customer was not present to receive the package when it was delivered.
  • The customer opened the bag containing the DOA axolotl.
  • The customer provided an incorrect shipping address.

Holding an Axolotl

If a customer requests that we hold an axolotl(s) for them, they must make a 50% payment of the total sale price. The remaining 50% must be paid when they pick them up or prior to shipping. In the event the buyer wishes to cancel the order the 50% deposit is non-refundable. The total cost must be paid within 2 weeks.

We will hold axolotls for no longer than 2 weeks. In the rare occasion that a customer wishes that we hold onto an axolotl for over 2 weeks, prior arrangements must be made. If the 2-week deadline has passed and the customer has not contacted us, the axolotl may be sold to another customer. The 50% deposit can be put towards a future purchase of any axolotl or merchandise.

Policy Against Shipping Axolotls to Certain States

We will not ship axolotls to any state where they are illegal, which are currently California, New Mexico, New Jersey, the District of Colombia, and Maine (in New Mexico it is legal to own, but illegal to transport across state lines). If local law requires a permit to own an axolotl, it is the buyer’s responsibility to obtain any necessary documents/permits. Axolotls NYC is not responsible for any axolotls that arrive late/DOA due to permit issues. The live arrival guarantee is null and void under this circumstance. If we determine that you’re purchasing an axolotl with the intent of shipping it to a state where they are illegal to own as pets, your order will be canceled and refunded less a 25% handling fee. At the present time, we only ship within the United States.