Our shipping and DOA Guarantee

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Order Processing and Shipping Schedule

All orders are processed in the order they are received. We prioritize the health and safety of live shipments, which impacts our scheduling.

Processing Time: Orders are typically processed within 1-3 business days following placement. 

Order cutoff: The daily cutoff time is Tuesday 10:00 AM Central Time (CT). Orders placed after this time will begin processing the following Monday

Exclusions: Processing and shipping only occur on business days (Monday-Friday). We do not process orders on weekends, all major US holidays, or specifically June 1-3 of every year.

2. Shipping Carriers, Methods, and Delivery

We Utilize the following carriers to ensure reliable and appropriate transportation for your order: USPS, UPS.

We offer the following shipping options, which will be available at checkout 

Standard Shipping: 3-5 Business Days- Only for dry goods

 UPS 2nd Day Air: 2 Business Days (Recommended for snails and hardy fish). 

UPS Next Day Air: 1 Business Day (Recommended for sensitive species). 

Shipping Rates:  Shipping charges are calculated based on the method selected package weight, and delivery destination, and will be displayed at checkout.

Free Shipping:  We offer free shipping on Dry Goods only at $75. Live animal shipments are excluded from free shipping to ensure they receive the premium handling and speed they require. 

3. Live Arrival Guarantee (LAG) Policy

We offer a Live Arrival Guarantee (LAG) on all live aquatic organisms (fish, invertebrates, and plants). This guarantee is subject to the following conditions:

A. Dead on Arrival (D.O.A.) Reporting

The customer must report any Dead on Arrival (D.O.A.) immediately by emailing a clear, in-focus photograph to support@mamatsaquatics.com.

 The photograph must clearly show the deceased animal/plant still inside the original, unopened shipping bag. This is non-negotiable proof.

The D.O.A. report and photo must be emailed with 3 hours of the carrier's recorded delivery time.

B.  Guarantee Exclusions

The Live Arrival Guarantee is void if: 

The shipping bag has been opened

The customer failed to select the appropriate shipping method (e.g., Overnight for sensitive species) as recommended during checkout.

The package was delayed by the carrier due to weather or unforeseen events (carrier delays are outside our control). 

 While we are not responsible for carrier delays, we understand the frustration. If a carrier delay occurs, Mama T’s Aquatics will assist you in filing a claim. Any credits issued are at the carrier's discretion; however, we will work with you to ensure a fair outcome.

The customer was not available to receive the package on the first delivery attempt. 

Due to different seasons of the year, we have the right to restrict shipping live animals due to climate. This will be clearly stated on the front page when shipping of live animals will not be shipped. 

C. Remedy for D.O.A.

If the D.O.A claim meets all criteria:

Mama T's Aquatics will issue a store credit for the full purchase price of the deceased organism(s)., 

Shipping costs are non-refundable.  We do not issue refunds or store credit for the shipping cost of the shipping. 

4. Shipping Restrictions

Geographic Restrictions: We currently do not ship to Alaska, Hawaii or Puerto Rico or any other geographic region where shipping is excluded. 

Address Restrictions: We do not ship to P.O. Boxes, APO, or FPO addresses. A valid physical delivery address is required.

International Shipping: We do not offer international shipping. 

Product Restrictions: We currently have no specific product restrictions based on state/local laws; however, the customer is responsible for knowing and adhering to all local laws regarding the purchase and possession of aquatic life.

5. Handling and Packaging Fee

A flat $4.99 is applied to every order. This fee covers the cost of all required materials (custom boxes, packing paper, tape, etc.) and the significant labor involved in preparing your aquatic friends for safe transit. 

6. Cold Weather Shipping Policy

 Extreme Weather Absolute Hold: Regardless of the purchase of a Cold Weather Protection pack, Mama T's reserves the right to hold all shipments if temperatures at either the origin or destination are forecast to be below 35°F. We will not ship animals to their death." 

 Temperature Requirement: If the average temperature in your area during transit is below 70°F strongly recommend purchasing our Cold Weather Protection add-on.

Protection Details: The protection add-on ensures your order is packed with a 40-hour heat pack, extra insulation (styrofoam), and specialized handling.

Live Arrival Guarantee (Crucial): Our Live Arrival Guarantee is VOID if the Cold Weather Protection is NOT purchased when the destination temperature is 70 degrees (F) or below.