We guarantee the live arrival of eligible livestock when all shipping and delivery requirements are followed. If an eligible animal arrives deceased, please follow the claim requirements for the applicable product below.

In the rare of case of Dead On Arrival (DOA) please:

To submit a claim within 12 hours of the first delivery attempt or pickup.:
•Take clear photos of the invertebrate(s) and/or fish in the unopened bag.

• Take a clear photo of the invertebrate(s) and/or fish after opening the bag and lay it down on a paper towel so the quantity is clear and visible.
• Submit your claim within 12 hours through our DOA claim process.- hello@tailsandfin.com

For approved claims, customers will receive a store credit or a gift card for the cost of the affected invertebrate(s) and/or fish, or a replacement. Replacement shipping costs are the customer's responsibility. In some cases depending on the quantity and value of order we may reship the order. 

Note : Customers are responsible for ensuring they have an appropriate aquarium setup and suitable water conditions before ordering an axolotl. 

Snails

Snails may remain inactive for several days after arriving due to transportation stress.

Please allow up to 5 days for a snail to become active after arrival.

If a snail has not moved after 5 days or shows clear signs that it has died or start to smell, contact us with photos and your order number. For approved claims, customers will receive a store credit or a gift card for the cost of the affected snails, or a replacement. Replacement shipping costs are the customer's responsibility.

Aquatic Plants

Aquatic plants may experience temporary stress after shipping. Wilting, melting leaves or dry-looking stems do not necessarily mean that a plant has died.

Please allow the plant time to acclimate and recover after arrival for almost 15 days.

If a plant arrives severely damaged or appears to be dead upon arrival, contact us as soon as possible with the clear photos of the plant as received on hello@tailsandfin.com

Plant claims will be reviewed individually based on the condition of the plant upon arrival.

DOA Claim Requirements

DOA claims must be submitted within the applicable timeframe listed above.

Claims may not be approved if:
• The required photos or documentation are not provided.
• The animal was left outside or unattended for an extended period.
• The package was delivered to an incorrect address provided by the customer.
• The package was forwarded to another address or the package was routed to a P.O box or mail box.
• A package was held at a carrier location and was not promptly picked up.
• The customer did not follow the applicable shipping or delivery requirements.

Carrier delays or forwarding errors will be reviewed on a case-by-case basis.

Incorrect or Missing Items

If an order arrives with a missing or incorrect item, contact us as soon as possible.

Email us on hello@tailsandfin.com
• Order number.
• Photos of the package and shipping label.
• Photos of the product received.
• A description of the issue.

Our team will review the order and determine the appropriate resolution.

Refunds & Store Credit

Approved store credit refunds are generally limited to the affected product unless otherwise stated in the applicable policy.

For approved DOA claims, customers may receive a store credit or gift card for the cost of the affected eligible livestock.

Original shipping charges are generally non-refundable.

Replacement orders may require a new shipping charge borne by the customer unless stated otherwise