Customer Care

At Little Lotl’s Australia, animal welfare, clear communication and practical support are central to how we operate.

We want customers to feel confident before bringing an axolotl home, supported while preparing their aquarium, and comfortable contacting us when they need help.

This page explains what you can expect from Little Lotl’s and what we ask from customers purchasing, reserving or boarding live animals.

Before Purchasing an Axolotl

Before purchasing an axolotl, customers should have a suitable aquarium and be able to provide appropriate ongoing care.

For axolotls, the aquarium should be fully biologically cycled and maintaining stable water conditions before the animal is introduced.

A suitable setup includes consideration of:

• Aquarium size

• Filtration

• Water temperature

• Ammonia

• Nitrite

• Nitrate

• pH

• GH

• KH

• Safe substrate or bare-bottom housing

• Appropriate hides and furnishings

• Ongoing water maintenance

• Suitable food

If you are unsure whether your aquarium is ready, please contact Little Lotl’s before collection or dispatch.

We are happy to help customers interpret water-test results, choose suitable products and work through common setup problems.

Why We May Ask About Your Setup

Little Lotl’s may ask questions about your aquarium before finalising a live-animal sale.

This may include asking about:

• Tank size

• How long the aquarium has been cycling

• Ammonia, nitrite and nitrate readings

• pH, GH and KH

• Water temperature

• Filtration

• Substrate

• Existing tank inhabitants

These questions are not intended to make purchasing difficult.

They help us identify potential problems before an axolotl is introduced to the aquarium and give us the opportunity to help you correct them.

We would rather help you finish preparing the aquarium than send an axolotl into unsuitable conditions.

Individual Axolotls

Many Little Lotl’s axolotls are individually photographed and listed so customers can see exactly who they are considering bringing home.

Where an axolotl is individually photographed and advertised for sale, the animal shown is the individual animal being offered, unless clearly stated otherwise.

Individual listings may include information such as:

• Morph

• Approximate size

• Visually confirmed sex where possible

• Current diet

• Feeding history

• Behaviour or personality

• Individual characteristics

• Relevant care information

Axolotls are living animals and naturally continue to change as they grow.

Changes may include:

• Colour intensity

• Markings

• Iridophore coverage

• Gill appearance

• Body shape

• Size

• Behaviour

• Development of sexual characteristics

These normal developmental changes are not considered faults.

Sexing Axolotls

Young axolotls may be listed as unsexed where they have not developed enough for reliable visual assessment.

The eventual sex of an axolotl advertised as unsexed cannot be guaranteed.

Where an axolotl is listed as a visually confirmed male or female, this description is based on the animal's apparent physical development at the time of assessment.

Axolotl development can vary between individuals.

Holding a Purchased Axolotl

Found your perfect Little Lotl but your aquarium is still finishing its cycle?

Purchased axolotls may be held by arrangement.

The standard holding fee is:

$5 per axolotl, per week or part thereof.

Holding includes normal day-to-day care such as:

• Individual accommodation

• Appropriate feeding

• Routine water maintenance

• Routine observation

• Normal husbandry

Holding fees are additional to the purchase price and must be paid before the animal leaves our care unless otherwise agreed in writing.

Customers should remain in reasonable contact with Little Lotl’s while an animal is being held.

If the agreed holding period expires, the weekly holding fee continues until collection or dispatch is arranged.

Changes During an Extended Hold

Axolotls continue growing while they are being held.

An animal may therefore look slightly different from its original listing photographs after several weeks or months.

Natural changes may include:

• Growth

• Increased or reduced colour intensity

• Changes in markings

• Changes in iridophore coverage

• Gill development

• Body-shape changes

• Sexual maturation

Where practical, customers are welcome to request an updated photograph before collection or dispatch after an extended holding period.

Failure to Collect or Complete Arrangements

Customers are responsible for completing collection or delivery arrangements within the agreed timeframe.

If a customer:

• Does not collect their axolotl

• Does not complete required arrangements

• Stops responding to reasonable contact attempts

• Leaves the animal beyond the agreed holding period

the standard holding fee will continue to accrue.

Little Lotl’s will make reasonable attempts to contact the customer before taking further action.

The welfare of the animal will remain our priority.

Animal Welfare Decisions

Little Lotl’s may delay, modify or decline a live-animal sale or service where we reasonably believe this is necessary to protect animal welfare.

Examples may include:

• An aquarium that is not fully cycled

• Unsafe water parameters

• Unsuitable housing

• Unsafe tank mates

• Inappropriate aquarium temperature

• Significant animal-health concerns

• Biosecurity risks

• Other circumstances likely to compromise the animal's welfare

Where possible, we will explain the reason and help identify practical next steps.

A delayed sale does not necessarily mean the sale cannot proceed.

In many cases, it simply means the aquarium or other arrangements need a little more preparation first.

Lifetime Little Lotl’s Support

Purchasing an axolotl from Little Lotl’s does not mean support ends when the animal leaves us.

Customers are welcome to contact us for help with common axolotl-care questions, including:

• Settling-in concerns

• Feeding

• Tank cycling

• Water-test results

• GH, KH and pH

• Filtration

• Temperature

• Behaviour

• Tank maintenance

• Suitable products

We will always provide the best practical guidance we reasonably can based on the information available.

For health concerns, we may recommend seeking veterinary advice where appropriate.

When Your Axolotl Arrives Home

Moving between aquariums can temporarily affect an axolotl's behaviour.

Some animals may:

• Eat less for a short period

• Hide more than usual

• Explore extensively

• Show temporary changes in gill posture

• Take time to settle into a new routine

If you are concerned, contact Little Lotl’s with:

• Clear photographs or video

• Aquarium temperature

• Ammonia reading

• Nitrite reading

• Nitrate reading

• pH

• GH and KH where available

• Information about recent feeding

• A description of the behaviour or concern

The more complete the information, the easier it is for us to help identify likely causes.

For issues specifically involving delivery or live-arrival condition, please refer to our Shipping, Returns & Refunds Policy.

Health Concerns

Little Lotl’s provides practical husbandry support but does not provide veterinary diagnosis or treatment.

If an axolotl shows significant or persistent signs of illness, injury or distress, veterinary assessment may be required.

Possible warning signs may include:

• Significant swelling

• Persistent floating

• Severe loss of appetite

• Rapid unexplained weight loss

• Open wounds

• Unusual growths

• Significant fungal growth

• Severe gill deterioration

• Abnormal body posture

• Sudden major behavioural change

Customers are encouraged to contact us early when something does not look right.

Many husbandry problems are easier to address when identified quickly.

Boarding Services

Little Lotl’s may provide axolotl boarding by prior arrangement.

Each boarding animal is housed and managed according to its individual needs.

Customers must provide accurate information about the animal before boarding, including any known:

• Health condition

• Current or recent treatment

• Feeding issue

• Special dietary requirement

• Behavioural concern

• Previous significant health problem

• Special care requirement

Little Lotl’s may decline a boarding booking where an animal presents an unreasonable health, welfare, care or biosecurity risk.

Boarding Fees

The standard boarding fee is:

$3 per axolotl, per day for the confirmed booking period.

If collection occurs after the agreed booking end date without a previously arranged extension:

$5 per axolotl, per additional day applies.

Any additional boarding charges must be paid before the animal is collected unless otherwise agreed.

Illness or Emergency During Boarding

Boarding is a husbandry service and does not constitute veterinary treatment.

If we identify a significant health or welfare concern while an animal is boarding, we will make reasonable attempts to contact:

1. The customer

2. The emergency contact provided by the customer

If immediate action is reasonably necessary and neither person can be contacted, Little Lotl’s may seek veterinary advice or treatment where required to protect the animal's welfare.

Reasonable veterinary, medication, transport or emergency treatment costs incurred on the customer's behalf may be payable by the customer unless those costs result from a failure by Little Lotl’s to provide the service with the care and skill required by law.

Boarding Collection

Boarding animals must be collected on or before the confirmed booking end date unless an extension has been arranged.

Collection is by appointment.

Where collection is delayed, the additional $5 per axolotl, per day boarding rate applies until collection.

Product & Care Advice

Little Lotl’s stocks aquarium products selected with axolotl and freshwater aquarium care in mind.

We are happy to provide general guidance about:

• Product suitability

• Filtration

• Water conditioners

• Cycling products

• Food

• Aquarium plants

• Air pumps

• Tank accessories

• Water testing

• Aquarium setup

Recommendations are based on the information provided by the customer.

Customers should always follow product directions and ensure the product is suitable for their individual aquarium and circumstances.

Communication

We aim to communicate clearly and respectfully with our customers.

If we require information from you to complete a live-animal sale, holding arrangement, boarding service or other service, please respond as soon as reasonably practical.

Likewise, if your circumstances change, please let us know.

Clear communication helps us provide better customer service and, where live animals are involved, better animal care.

Concerns or Complaints

If something has not gone as expected, please contact Little Lotl’s directly so we have an opportunity to understand the issue and work toward an appropriate resolution.

When contacting us, please provide:

• Your name

• Order or booking number where relevant

• A clear description of the concern

• Photographs or video where relevant

• Any other information that may help us assess the situation

We aim to handle concerns reasonably, fairly and in accordance with Australian Consumer Law.

Privacy

Customer information is used only as reasonably necessary to:

• Process orders

• Provide customer support

• Arrange collections or services

• Manage boarding or holding arrangements

• Communicate about purchases

• Meet legal or operational requirements

• Provide marketing communications where consent has been given

Customer information is handled in accordance with our applicable privacy practices and Australian law.

Australian Consumer Law

Nothing in this Customer Care Policy excludes, restricts or modifies any consumer guarantee, right, remedy or liability that cannot legally be excluded under the Australian Consumer Law.

For information about delivery, shipping charges, live-arrival claims, cancellations, returns and refunds, please refer to our separate Shipping, Returns & Refunds Policy.

Contact Little Lotl’s

Questions are always welcome.

If you are preparing for your first axolotl, checking whether your aquarium is ready or need support with an animal purchased from us, please get in touch.

Little Lotl’s Australia
Cranbourne East, Victoria, Australia

Email: Support@LittleLotls.com.au