FAQ

WHAT IS YOUR RETURN POLICY?

Due to the nature of the goods sold from Lost on a Mountain, all sales are final. No returns or exchanges.

If you find yourself unable to care for an axolotl(s) you recevied from me, please contact me.

HOW LONG WILL IT TAKE TO GET MY ORDER?

All products except axolotls will be shipped within 3 business days. Axolotls require a 3-5 day fast and will only be shipped on Mondays and Tuesdays. Overnight may be shipped Monday - Wednesday. Your shipping selection on check-out will determine the amount of time spent in transit.

Local transfer requires contact prior to placing order and transfer time will vary. No fast is required for local transfer.

DO YOU SHIP TO SPECIFIC U.S. STATE OR INTERNATIONALLY?

Shipping is not available to states where axolotls are illegal or require permits. This includes: California, Hawaii, Maine, New Jersey, New Mexico, and Washington D.C. International shipping is not available. Any orders received with a disallowed address will be canceled and refunded. This includes all products in the store.

IS THERE A DOA POLICY?

Lost on a Mountain has a live arrival guarantee. Axolotls require a 3-5 day fast and will only be shipped on Mondays and Tuesdays. Live arrival is only guaranteed for juveniles under 7" for 4 days in transit (shipped Monday arrived by Friday). Sub-adults and adults larger than 7" require local transfer or Overnight for live arrival guarantee. Carrier delays nullify the live arrival guarantee. I am not responsible for carrier delays in transit. Axolotls will NOT be shipped during known high volume and delivery delay periods, such as winter holidays.

Shipping will not occur if local temperatures to either of us go above 90℉ or below 35℉ during the expected shipping timeframe. Please let me know as soon as possible if your local weather is expected to break those temperatures or might cause delays (severe storms). The live arrival guarantee is null and void should temperatures in either zone and expected shipping route reach critical values.

Addressee is REQUIRED to be on-site for delivery. Provided address must be valid.

If your shipment meets the above requirements and your axolotl arrives dead, an email stating the order information and video proof showing the box prior to opening, the opening of the box, the animal in the bag and removal of the animal from the bag will be required within four hours of delivery. Shipping fees are non-refundable. If evidence of DOA is accepted, recipient may either select a replacement axolotl with additional shipping fees if available or a refund via payment method. If replacement also arrives DOA, a refund minus shipping fees will be granted.

The Live Arrival Guarantee applies in a limited form for lots of ten (10) axolotls. All of the above requirements for proof of dead-on-arrival must be met. If one or more axolotls arrive dead, a 10% per axolotl times the tendered amount minus shipping will be refunded via payment method.