Refund policy

Merchandise returns and order issues

Axolotl Planet merchandise is produced after an order is placed. Please review the product description, sizing information, color, and selected options before completing your purchase.

Damaged, defective, misprinted, or incorrect merchandise

If merchandise arrives damaged, defective, misprinted, or different from what you ordered, use our Contact page within 30 days of delivery. Include your order number and clear photos of the item, packaging, and shipping label. Keep the item and packaging until we finish reviewing the claim.

If the claim is approved, Axolotl Planet will provide an appropriate replacement or refund. Do not mail an item back unless we provide return instructions.

Packages lost in transit

Report a package that has not arrived within 30 days of the carrier's estimated delivery date. Include your order number and confirm the shipping address used at checkout so we can review the shipment.

Wrong size, color, address, or change of mind

Because merchandise is made to order, we do not accept returns or exchanges for buyer's remorse, an incorrectly selected size or color, or another preference change, except where required by law. Orders returned because of an incorrect or incomplete address, refusal, or failure to claim the package may require payment of a new shipping charge before reshipment.

Cancellations

Contact us immediately if you need to cancel a merchandise order. We can cancel only if production has not started. Once an order enters fulfillment, it cannot be canceled or changed.

Approved refunds

Approved refunds are issued to the original payment method. After a refund is issued, your bank or card provider may need additional time to post it. Please allow 7 to 14 business days for processing and contact us if an approved refund has not appeared after that period.

Live axolotls

Live-animal shipping, arrival claims, cancellations, and refunds are governed by the separate Shipping and Live Arrival Policy. Its reporting deadlines and eligibility requirements apply to every live-animal order.

Contact

For a return, refund, or order issue, use our Contact page and include your order number. Nothing in this policy limits rights that cannot be waived under applicable law.