Shipping policy

Last updated: October 1, 2026

1. Introduction

Welcome to Axolotl Planet. By accessing our website (axolotlplanet.com) and making a purchase, you agree to be bound by this Shipping Policy. These terms govern your use of our website, the purchase of live axolotls and merchandise, shipping procedures, and all policies related to refunds, cancellations, and legal compliance.

2. Live Animal Policy

Shipping Schedule

  • We ship live axolotls every Monday via overnight shipping.
  • Orders placed before 12:00 PM CST on Monday will be shipped the same day.
  • Orders placed after 12:00 PM CST on Monday will be shipped the following Monday.
  • "Overnight shipping" refers to the transit time once the order has shipped; it does not mean same-day shipping.
  • Holiday and weather holds. We ship live axolotls on Mondays only, by UPS next-day service. We do not ship in a week when the Monday or the following Tuesday is a day UPS does not pick up or deliver, or a holiday on which we are closed. We may also hold a shipment when forecast temperatures at your address or along the UPS route make transit unsafe for the animal. If we hold your order, we will email you by the end of the scheduled Monday with the new ship date. You may cancel a held order at any time before it ships for a full refund of the amount you paid, including shipping; the restocking fee in Section 5 does not apply to orders we hold.
  • ALL SHIPPING OPTIONS OUTSIDE OF OVERNIGHT DELIVERY VOID OUR LIVE-ARRIVAL GUARANTEE.

Care Procedures

To ensure the health and well-being of our axolotls during transit, we follow strict care protocols:

  • Each axolotl is double-bagged to prevent leaks.
  • Cold packs are included to regulate water temperature during shipment.
  • We use reinforced packaging to reduce the risk of damage during transit.

Live Arrival Guarantee

We stand by the health of our axolotls with a Live Arrival Guarantee. If an axolotl arrives deceased (DOA), we will provide a replacement or refund, subject to the following requirements:

  • The customer must be present to receive the package on the first delivery attempt.
  • A DOA claim must be submitted by email to info@axolotlplanet.com within one (1) hour of delivery with clear, timestamped photographs of:
    • The deceased axolotl in its original, unopened packaging.
    • The shipping label on the package.
  • Axolotl Planet reserves the right to require additional proof, such as:
    • A short video of the axolotl in its original, unopened packaging.
    • The return of the deceased axolotl before issuing a replacement or refund.
  • LIVE ARRIVAL GUARANTEES are null and void if the customer DOES NOT select Overnight Shipping

Approved DOA Claims โ€“ Next Steps

If Axolotl Planet approves a DOA claim, the following procedures will apply:

  1. Replacement Option

    • If the sameย axolotl (same morph, size, and appearance) is available, we will ship the replacement on the next available shipping day (Mondays).
    • If the same axolotl is not in stock, the customer may choose:
      • A replacement of equal or lesser value from our available stock.
      • To wait until the original morph and size are back in stock.
    • Axolotl Planet will cover the shipping cost for one (1) replacement shipment.

  2. Refund Option (If No Replacement is Desired)

    • If the customer does not wish to receive a replacement, we will issue a refund for the cost of the axolotl only.
    • Shipping costs are non-refundable on approved DOA claims.
    • Refunds will be processed within 7-14 business days to the original payment method or store credit at our discretion.

Limitations & Exclusions

The Live Arrival Guarantee is void if:

  • The customer fails to report a DOA within one (1) hour of delivery.
  • The customer was not present for the first delivery attempt.
  • The customer provided an incorrect shipping address.
  • The customer opened the bag containing the axolotl before submitting a DOA claim.
  • The customer misses a replacement delivery attempt.
  • The customer modifies the delivery (with Axolotl Planet or the shipping carrier) after the order has already shipped.

3. Shipping Restrictions & Permits

Restricted Locations

We do not ship axolotls to the following locations:

  • California
  • Maine
  • New Jersey
  • Arkansas

Destinations barred by federal law. The genus Ambystoma, which includes axolotls, is listed as injurious wildlife under the Lacey Act (18 U.S.C. ยง 42; 50 C.F.R. ยง 16.14). Federal law prohibits shipping these animals between the continental United States and Hawaii, the District of Columbia, Puerto Rico, the U.S. Virgin Islands, Guam, American Samoa, the Northern Mariana Islands or any other U.S. territory. We also cannot ship to APO, FPO or DPO addresses. We will not ship to these destinations under any circumstances, even with a state or territorial permit.

Permit Requirements

We require a valid state permit for shipments to:

  • New Mexico
    • New Mexico rule 19.35.7 NMAC makes it unlawful to bring a live non-domesticated animal into New Mexico without an importation permit issued by the Director of the New Mexico Department of Wildlife (formerly the Department of Game and Fish). Axolotls are not on the state's Species Importation List, so approval is at the department's discretion. Before ordering, email info@axolotlplanet.com (the state application requires documents from us as the supplier, including a veterinary health certificate, and a Monday ship date that fits the state's health-certificate window), apply to the department using its Non-Game Exotic Pets Importation Application on the Special Use Permits page, and send us a copy of the issued permit. We ship to New Mexico only after a valid permit is on file.

Permit Submission

For orders requiring a permit, customers must provide an official copy of the permit to info@axolotlplanet.com before the scheduled shipping date. Orders will not be processed until the permit is verified.

4. Payment Methods

Online: major credit and debit cards, PayPal and Venmo. Card payments are handled by our third-party payment processor on a secure checkout page. The price shown at checkout is the full price. We do not add a card, processing or convenience fee to online orders.

In our Dallas store: credit and debit cards, cash, Zelle, Venmo and Cash App. We do not add a fee for paying by card. Zelle and Cash App payments cannot be reversed through the app once sent, so confirm the amount and the recipient before you pay. If we approve a refund for a purchase paid by Zelle, Venmo or Cash App, we send it to you through the same service or by check.

Sales tax is added at checkout where the law requires it.

5. Refund & Cancellation Policy

  • Restocking Fee: All live axolotl order cancellations are subject to a $30 restocking fee per order and an additional $10 per axolotl if multiple axolotls were purchased, except cancellations of orders we have held under Section 2 (Holiday and weather holds) or could not ship by the ship date we gave you, and orders we cancel, which are refunded in full.
  • Refund Timelines: Refunds will be processed within 7-14 business days and will not be expedited.

6. Chargebacks & Fraud Prevention

  • Customers who initiate a chargeback after receiving a refund or replacement will be permanently banned from future purchases.
  • Axolotl Planet reserves the right to dispute chargebacks with all available documentation.
  • In cases of fraudulent chargebacks, the customer will be liable for a chargeback dispute fee of up to $50 to cover administrative and processing costs.

7. Dispute Resolution & Governing Law

  • All disputes shall be governed by the laws of the State of Texas.
  • Customers agree that any disputes shall be resolved through binding arbitration in Dallas County, Texas, rather than litigation.
  • Axolotl Planet reserves the right to seek legal remedies in cases of fraud, chargebacks, or contract violations.

8. Limitation of Liability

  • Axolotl Planet is not responsible for damages beyond the purchase price.
  • We are not liable for improper care, delays, or third-party mishandling.

9. Contact Information

For any questions or concerns, please contact us:
๐Ÿ“ง Email: info@axolotlplanet.com
๐Ÿ“ž Phone: +1 (214) 679-4013

10. Final Acknowledgment

By placing an order on Axolotl Planet, the customer acknowledges, understands, and agrees to all the terms outlined in these policies.