DOA Policy

My Lotl Pets appreciates all of our customers and believe that honesty is the best policy. That’s why we designed a fair and transparent store policy for our customers. Read the following sections to find out more about our DOA policy and how we ship your Axolotls. Our customers are important to us, so we are committed to working with our customers to come to a reasonable solution. 

We always strive to produce healthy and beautiful Pets! We have a live arrival guarantee for every animal we ship. We make sure to take great care when packing and shipping. We use FedEx and UPS as our shipping carriers. *(OVERNIGHT ONLY DURING SUMMER MONTHS)* All Axolotls/Eggs are double bagged in fresh primed water and packed inside of a insulated box with an ice pack. Prior to shipping, all axolotls will be fasted for a few days to prevent ammonia build up during transit.

DOA Policy:

Below we will review our DOA policy and live arrival guarantee in detail. Not reading our policies will not void the customers responsibilities. 

DOA (Dead on arrival) animals are rare, I’ve never had one personally but if it does happen in shipping, the customer needs to be familiar with our policy. 

If you do receive a DOA animal or rotten eggs you must take clear videos of the animal or eggs and photos of the package and shipping label. Message us the pictures/videos within 1 hour of arrival. Once we review your claim we will get back with you as soon as possible!  

The first option is to have us ship you a replacement axolotl or eggs.( if available ) The shipping costs of the replacement axolotl will be the responsibility of the customer. 

The second option in the case of a DOA is an refund (excluding the shipping costs). 

Eggs: We carefully monitor the eggs after they are laid. We only ship "beaned" (developing) eggs and remove the duds! We ship to fellow breeders all over the US in bulk! We cannot guarantee that all of the eggs will hatch. However, we send them out the same way as our juvenile and adult axolotls. There will be no replacements or refunds on viable eggs that do not fully develop/hatch.   

Exclusions 

(1.) Bad address: Customer is responsible for submitting an accurate shipping address.  If customer gives us an undeliverable address, the live arrival guarantee is void.

(2.) Absence:  Buyer has the responsibility of being present at the time of estimated arrival. If the buyer is not present for the delivery attempt, the live arrival guarantee is null and void.

(3.) Facility hold: If the shipment was pre-arranged to be held at the shipping facility, the buyer is responsible for picking up the shipment within 4 hours of arrival at the said facility. Failure to do so voids the live arrival guarantee. 

(4.) Temperatures:  During the shipping process, the shipper and the buyer both assume risk. If temperatures at the delivery zip code fall below 38° or rise above 95°, the live arrival guarantee is void.  Please research your local temperatures prior to ordering.

(5.) Failure to communicate: If you do not contact us within 1 hour of delivery or pick-up with DOA and pictures/videos the live arrival guarantee is voided.

(6.) Carrier delays:  My Lotl Pets is not responsible for carrier delays. 

Please don’t hesitate to contact us if you have any questions!