Shipping policy

Shipping Policy

Shipping costs vary depending on the destination country, parcel size and weight, and the delivery method selected. For this reason, the exact shipping cost can only be calculated and shown at checkout, before payment is completed.

Shipping Days & Cutoff Time

We ship from Monday to Thursday only.

  • Orders placed before 14:00 are usually shipped the same day.
  • Orders placed after 14:00 are usually shipped the next available shipping day.

We do not ship live animals on Fridays, weekends, or public holidays, to avoid parcels being delayed in transit over the weekend.

Packing of Live Animals and Plants

We carefully pack all live animals and aquatic plants to give them the best possible conditions during transport.

  • Live animals are always shipped in insulated thermal boxes.
  • In winter or cold weather, we add heat packs when necessary.
  • In hot weather, we may add small ice bottles or cooling materials when necessary.

For live animals, we strongly recommend choosing 24-hour delivery whenever it is available at checkout.

Delivery Conditions

The customer must ensure that someone is available to receive the parcel. If the parcel is delivered to a pickup point, the customer must collect it as soon as possible — live animals cannot remain in transit or at pickup points for extended periods.

We are not responsible for delays caused by courier services once the shipment has left our facility. However, if there is any problem with your delivery, please contact us immediately so we can help.

DOA Policy — Dead on Arrival

We compensate losses of live animals only if clear photos are provided before the transport bags are opened.

  • The photos must clearly show the unopened, transparent bags and the condition of the animals inside.
  • Our bags are fully transparent and have no labels or text printed on them, so the condition of the animals can be checked before opening.
  • Claims made after the bags have been opened may not be accepted.

Please contact us on the day of delivery if there is a problem — this helps us resolve it as quickly as possible.

Returns and Replacements

If you receive the wrong item, please contact us immediately.

Replacements are sent only after the incorrect item has been returned in its original packaging, unless our support team agrees otherwise.

  • Live animals and aquatic plants: returns are generally not accepted, unless agreed with our support team in advance.
  • Non-living products, such as ceramic decorations or accessories: returns are accepted within 14 days of delivery, if unused and in original condition.

Return shipping costs are paid by the buyer, unless the error was on our side.