Ephemera Exotics LLC – Store Policy Health Guarantee All axolotls are shipped only when they are healthy, eating well, and showing normal behavior. We guarantee live arrival when the following conditions are met: - Someone is present to receive the package on the first delivery attempt. - Any issues are reported within 1 hour of delivery with clear, timestamped photos or video. We cannot guarantee animals once they are placed in your care, as we cannot control husbandry, water quality, or environment after arrival. Shipping Policy Shipping is available Monday–Wednesday to avoid weekend delays. We use insulated packaging and temperature-safe methods depending on season. We may delay shipping if weather conditions pose a risk to the animal’s health. Local pickup may be offered when available. Dead on Arrival (DOA) Policy If an axolotl arrives deceased: Provide clear photos or video of the animal in the unopened shipping bag within 1 hour. Once verified, we will offer either: A replacement of equal value (when available), or Store credit for a future purchase. Refunds are not provided for DOAs. Returns & Cancellations Due to the nature of live animals, we do not accept returns. Orders cancelled before the animal ships may be eligible for partial refund minus a 25% nonrefundable holding fee. Orders cannot be cancelled after shipping. Customer Responsibilities By purchasing from Ephemera Exotics LLC, you agree that: You have the proper setup (cycle, temperature control, hides, correct substrate). You understand basic axolotl care and are prepared to meet their needs. You will research local laws and ensure axolotls are legal in your area. You acknowledge that axolotls are sensitive animals and improper care can result in injury or death. Rescues & Rehoming Rescue animals come with no health or long-term guarantees, as many come from unknown or unstable situations. We always disclose known conditions and provide as much history as possible. Payment Policy Payment must be completed before an animal is placed on hold or scheduled for shipment. We accept commonly used secure payment methods. All sales are final once payment is made. Privacy Policy We respect your privacy. Customer information is never sold or shared and is used only for communication and order processing.