Any unopened item (*see below) can be returned/exchanged to us within 30 days of the delivery date. If you need to return/exchange merchandise, please include a copy of your invoice/packing slip. Write on the packing slip/invoice what you are returning, the reason for the return, and what you would like for us to do (refund or exchange). See further information below.
*Please note, we are unable to accept returns/exchanges on opened or used food products, books, live insects or travel cages.
We will accept returns on any item, for any reason, provided you meet the requirements above and have requested a return of merchandise notice (RRM). This must be placed by email or phone with-in 48 hours of delivery. The customer will be responsible for any and all shipping costs to return an item(s), including the original shipping cost, and a 5% re-stocking fee (15% on cages). We do not issue refunds for items damaged in transit, we replace the damaged item (with the same item) at no charge to the customer. Please contact us by phone or email immediately upon delivery if an item was damaged in transit.
We will accept an exchange on any item, for any reason, provided you have submitted a request by email or phone with-in 48 hours of delivery. The customer will be responsible for any and all shipping costs to exchange an item(s), including the original shipping cost. There is no re-stocking fee for exchanges. Please enclose your phone number to contact you for billing information or a credit card number and expiration date with the returned package in order to cover the cost of re-shipping and/or any differential cost of the items.
DAMAGE TO CAGES:
Upon receipt of your package, please inspect for issues. If the package appears to be damaged to an extent that the enclosed cage may be damaged, refuse delivery and contact us. If you discover cage damage within the package, contact the delivery carrier immediately to report the damage and save all packing material for inspection. Upon inspection of the cage, the recipient is responsible for contacting us (by phone or email) within 24 hours of receiving the package to report any damage or defects. The recipient is responsible for keeping all boxes and packing material until a claim for the damage is resolved. We do not issue refunds for cages damaged in transit, we replace the damaged cage or cage part (with the same item) at no charge. If you choose to return a cage to us rather than have the damage part(s) replaced, you would be responsible for the shipping cost back to us, along with the original shipping cost and a 15% restocking fee accessed on all cage returns. The re-stocking fee for cages is higher due to the extra packaging and labor required in shipment.
Beginning January 1st, 2016 the US Postal Service changed their shipping requirements to include dimensional size of a package in addition to package weight. At times, there is a discrepancy between the exact dimension and weight of a package and that of which is automatically calculated by shipping programs. If you are charged for extra postage due by the USPS upon receipt of your package please forward us a copy of the postage-due receipt (photo, fax or scanned copy) from the Post Office to verify the amount for our records. We take full responsibility and will process full refunds for any extra shipping charges based on miscalculations.
All international sales are final. No returns or exchanges are accepted. This includes all orders shipped outside of the Continental United States.
Virginia residents ONLY will have state sales tax added to their invoice in effect for ship-to address. If you are eligible for exemption from sales tax (i.e. nonprofit), please send us your State Sales Tax Exemption form and state sales tax will be refunded after order placement.
RETURN ADDRESS:EXOTIC NUTRITION737 INDUSTRIAL PARK DRIVENEWPORT NEWS, VIRGINIA 23608