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Terms and Conditions

Please visit the Shipping Policy tab below for detailed information on shipping or the Return Policy tab below for information on product returns and exchanges.

CLICK HERE to email us your questions.

Please Note: Exotic Nutrition is not in a position to provide specific health & care guidelines on an individual basis. Please visit our animal info tabs located at the bottom of our homepage or consider purchasing a care guide book for additional information. If you have a health or pet emergency issue, please notify your veterinarian or a specialized technician.

ADDRESS CORRECTIONS/UNDELIVERABLES: Please verify that your shipping address is correct BEFORE finalizing your order. Review your order information on the order confirmation page after checkout and in the email confirmation sent after order placement. We are not repsonsible for delayed, lost or undeliverable packages at the fault of an address/delivery issue. If your address is incorrect, please contact us directly (by phone and email) as soon as possible in order to make the correction. It is not possible for us to edit a shipping address after the order has been processed and/or shipped. The customer is responsible for contacting the carrier in order to make any address corrections from that point. Packages that are undeliverable and are returned to us (undamaged) can be reshipped at the expense of the recipient or can be refunded for the cost of the product(s) minus the return shipping cost. 

ORDER CHANGES/CANCELLATIONS: If you wish to change or cancel an order, please contact us immediately. Most orders are shipped from our Distribution Center within 24 hours of order placement. You must contact us directly to change or cancel an order, either by phone (during business hours) or by email if a response is confirmed. Orders that have not been processed can be changed/cancelled. If your order has been processed and/or shipped, it is not possible to cancel; see our Return Policy tab.

LOST/STOLEN PACKAGES: If a package is not delivered after 15 days in transit with tracking information confirming that the package was not delivered, we will file a claim for the lost package before reshipping a replacement package. We do not accept responsibility of stolen packages- these are at the fault of the recipients unsecure delivery location. Signature service is available upon request to prevent package theft; please see "Signature Service Delivery" below. We do not offer refunds for lost or stolen packages.

SIGNATURE SERVICE DELIVERY: We provide signature service delivery by FedEx for an additional $5 shipping cost. The options are: Indirect Signature, Adult Signature and Direct Signature. Please use the comment box at checkout labelled "Special Instructions" to request one of the delivery options and provide a valid phone number. A customer service representative will contact you by phone in order to confirm the delivery instructions and to collect the additional $5 fee.

DAMAGES/DEFECTS, SHORTAGES AND D.O.A.s: Upon receipt of your package, please inspect for issues. If the package appears to be damaged to an extent that the enclosed merchandise may be damaged, refuse delivery and contact us. Any and all issues must be reported to us by phone or email within 48 hours of delivery. We cannot honor claims after 48 hours from the time of delivery. We do not issue refunds for missing, damaged, or defective products, we take responsibility and will replace the item with the same exact item at no cost to the customer. Please send picture confirmation (by email) of any damaged/defective products for our records. Yogurt products are shipped at your own risk, we are not responsible for melted products during extreme heat in transit. We do not accept returns/exchanges or offer refunds for yogurt products that melted in transit or upon return.

*LIVE MEALWORM GUARANTEE: Exotic Nutrition assumes responsibility of live mealworms in transit if Next Day Service shipping is selected and the package is received upon delivery before 10:30 am. Live mealworms must be shipped to a location where they can be received and cared-for upon delivery; Exotic Nutrition does not guarantee live mealworms that are left outside, delivered to a mail box, or undeliverable by the carrier. If Next Day Service shipping is selected and live mealworms are delayed in transit at the fault of the carrier, Exotic Nutrition assumes responsibility of the live mealworms. In order to inquire about guaranteed delivery times, please contact Exotic Nutrition. If mealworms are D.O.A. (Dead On Arrival), the customer is responsible for filing a claim with Exotic Nutrition within 48 hours of delivery (by phone and email). 

If Next Day Service shipping is not selected at checkout, the customer assumes all responsibility for the arrival condition of the mealworms. Exotic Nutrition does not make exceptions to this policy.

ORIGIN-BASED SALES TAX: According to origin-based sales tax, if a company is based in Virginia and they sell a product to a buyer in that same state, the business pays tax at the sale’s point of origin (the company's location). Therefore, Exotic Nutrition must charge Virginia buyers the sales tax at the sales point of origin (Newport News, VA).
Origin-Based Sales Tax for Exotic Nutrition: 
VA Rate = 4.3%
Newport News Rate = 1%
District Rate = 0.7%
Total Sales Tax Rate = 6%
WHOLESALE CUSTOMERS: Receiving status as an Exotic Nutrition wholesale customer grants permission to purchase and resell Exotic Nutrition products only via a privately owned and operated website or physical brick-and-mortar storefront. The attestant is not legally permitted to repackage or resell Exotic Nutrition products on any eCommerce platform including but not limited to: Amazon, Ebay, Walmart Marketplace, Newegg, Jet, Etsy, etc.

Exotic Nutrition
270 Enterprise Drive
Newport News, Virginia 23603

+ 757.988.0301

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