Thank you for your purchase. If you purchased a fish, axolotl, or other live animal please read our DOA policies below, and make sure you take the appropriate CARE QUIZ, or we will be unable to ship your order.
We will only be honoring our 2-hour Arrive Alive Guarantee home delivery, DOA window when departure and arrival locations are between 35-80 degrees Fahrenheit. If temperatures fall above or below these, you will be given the option to pick up a local FedEx hub. If you choose to have it shipped to your home with temperatures above 80 degrees or below 40 degrees the DOA window will be shortened to 30 minutes upon delivery. Meaning you will only have 30 minutes after delivery to contact us about your DOA before the Arrive Alive Guarantee becomes VOID.
We are making this decision to improve the animal's chances of surviving shipment in the summer months after an increase in DOA's due to customers leaving their shipments outside in the summer heat or cold winter weather.
If you agree to pick up your animals at a FedEx location, you will have 2 hours to pick up the animal after the arrival at the hub/when the hub opens and contact us if you receive a DOA. Again shipping the animal to your home will shorten your window to contact us with a DOA to just 30 minutes.
What to do if you have a DOA:
If for any reason, your axolotl or betta doesn't survive the trip, you must send us a VIDEO of your DOA axolotl/betta in their double-bagged shipping bags, within arrive alive guarantee window. Please record all sides of the box, including top and bottom, and all packaging materials along with a photo for the shipping label. We need all of this for insurance purposes. If your animal arrives as a DOA your options will be for us to ship a replacement axolotl/betta of your choice (you will have to pay additional shipping for this) or a refund on the animal (excluding shipping costs.)
DOA Policy for Snails:
Keep in mind that snails can be shy and can take up to 24 hours to come out of their shells upon arrival. Upon the arrival of your snails, if they are inactive, keep them in the provided shipping tub and add some dechlorinated water to encourage them to come out of their shells. If you for some reason fear your snails are DOA, please reach out within 2 hours of delivery with photos of your snails and information on why you feel your snails have passed. Many people reach out claiming DOA and then just a few hours later the snails are peaking out and exploring. If you, in fact, do receive a DOA, we can ship you a replacement of the snails (you will have to pay an additional shipping charge) or refund you the cost of the snails (excluding shipping costs).
I put in the wrong address! What do I do?
Contact us ASAP and tell us so we can make the change to your order. If you don't catch the wrong address until after it ships, we are unable to resend the item or refund until it has been returned to us and we can see it in good condition. This applies to live animals, plants, merch, etc. Because of these issues in the past, we encourage you to double-check your address before submitting your order.