Our Store Policies
Last updated: 3-29-23
All prices shown are in USD including tax. Delivery fees for certain products may be calculated at checkout, unless otherwise stated. Payment must be made by a valid PayPal account, credit or debit card immediately upon purchase.
Live Arrival Guarantee
We take great care to properly package and ship your axolotls to protect them from the elements and arrive to you safely. Our animals are shipped in insulated boxes and double bagged. As such, we offer a live arrival guarantee to our customers provided the following conditions are met:
- Temperatures remain below 95F or above 32F in your zip code area for Overnight shipping
- Temperatures remain below 86F or above 32F in your zip code area for Priority shipping
- The box is received immediately upon delivery
- Boxes shipped to a carrier facility must be picked up within 8 hours of arrival
- Recipient address must be valid
- Boxes must arrive on or before expected delivery date with no delays
DOA is extremely rare, but if this happens please take 2 clear photos of the unopened bag and send them to us within 2 hours. If your order qualifies for our guarantee, we will offer either a refund or replacement to make it right. Additional shipping costs are non-refundable. In some situations we may require the buyer to cover replacement shipping costs. No guarantee is offered past delivery as we cannot control the environment of the animals once they are in your care. Buyer is responsible for all subsequent damage, loss or destruction to their purchase.
Sales, Holds & Refunds
All live axolotl sales are final. We reserve the right to refuse service to any buyer at our sole discretion. If we are notified 24 hours prior to shipping that the buyer wishes to cancel their order, we will normally issue a full refund including the cost of shipping. In some cases, there may be a 25% restocking fee if a request for cancellation is issued prior to shipment, such as if the axolotl has already been fasted and packaged. Non-refundable merchant fees associated with the transaction are rolled into the cost of the product purchased and will be deducted from the refund total at our discretion.
We are unable to ship axolotls to states where it is illegal to own or import them or where special licensing is required to obtain them. These states include NJ, CA, ME, NM, HI and DC. We are unable to ship axolotls outside of the US. If for any reason we cannot accept your order, a refund will be issued within 7 business days. We try our best to accurately represent the colors of the animal in the photographs. Due to different lighting in your aquarium, as well as other factors such as diet and stress from shipping, as well as the display of different monitors and screens, the colors of the animal may differ somewhat from the photos. The animal may also change in appearance and color as it grows due to factors such as natural aging, genetics and diet. Classification of morphs are done to the best of our knowledge and ability. How the animal grows and develops as it ages is in the care of the customer. When purchasing from our stock listings, batches of certain morphs may vary in appearance depending on our current clutches. Sizes given are approximate, and sometimes an animal may grow more after having its pictures taken before it is sold. Refunds are handled on a case by case basis. In some cases, we may choose to go above and beyond what our policy page states to ensure the satisfaction of the customer if anything is less than fantastic. Shipping methods will be at Fantaxies’ discretion for replacements.
We accept returns for unopened medicine bottles within 30 days. Buyer pays return shipping, and a refund is issued once the item is received.
Shipment & Delivery
Once your parcel has been transferred to the shipping carrier, it is out of our hands and we are unable to exert any influence on delivery. If in any event a parcel is delayed in the mail, we are unable to accept responsibility for any subsequent damage or loss caused by a delay in transit or lost mail. Orders are generally shipped Mon-Wed excluding government holidays. However, we reserve the right to hold off on shipping or ship on a different day of the week due to inclement weather or postal service busy seasons. If the buyer has provided an invalid shipping address and the axolotl has been returned alive by the mail carrier, it will need some time to recover before it can be shipped back. If the animal perishes as a result of being delayed from shipment to a faulty address, no refund will be given to the buyer. The buyer will be responsible for covering any subsequent shipping costs for replacement animals or reshipping the first animal. Due to the volume of orders we receive, the buyer is responsible for checking the weather in their area prior to placing their order to ensure temperatures are within the live arrival guaranteed range, and must contact us if they would like to request shipping during a specific time window. As we are housing and caring for live animals, not regular products, we may or may not be able to fulfill requests for specific dates for scheduling shipments, and are not able to take holds.