Please visit the Shipping Info tab above for detailed information on shipping options, delivery times, etc.
EMAIL US YOUR QUESTIONS OR CONCERNS (recommended contact method)
CLICK HERE to email us your questions.
Please Note: Exotic Nutrition is not in a position to provide veterinary advice or specific care guidelines on an individual basis. These kinds of questions are best directed to your veterinarian.
PHONE: 757-988-0301 (8:30am-4:00pm EST, Monday-Friday)
Exotic Nutrition Pet Company
737 Industrial Park Drive
Newport News, Virginia 23608
HOW TO PLACE AN ORDER:
Internet- All orders placed through our website will receive an order confirmation by email upon submission. If you placed an order and did not receive an email confirmation, please check your junk folder first, then verify we received your order by phoning us. Our Customer Service representatives are here to answer any questions you may have. Call 757-988-0301 (8:30am-4:00pm EST) or EMAIL us with your questions.
Mail- Send your printed order with payment (money order payable to Exotic Nutrition) to our mailing address listed above.
Phone- A customer service representative is available to take your order by phone during business hours. Minimum order by phone is $25.00 (before shipping cost). Free shipping may be applied when applicable, however a $5.00 processing fee will be assessed for phone-in orders.
To order, call 757-988-0301 (8:30 am-4:00pm EST).
ADDRESS CORRECTIONS: Please verify that your shipping address is correct BEFORE finalizing your order. Review your order information on the order confirmation page and in the email confirmation sent after order placement. Incorrect addresses may result in undeliverable packages or delays. If your address is incorrect, please notify us (by phone and email) as soon as possible to avoid a fee. If a shipping address needs to be changed after your package has been processed, a $10.00 charge will be assessed [this fee is assessed to partially cover administrative/packing costs and will need to be collected before the package is shipped; we apologize for any inconvenience this may cause].
ORDER CANCELLATIONS: If you wish to cancel an order, please do so as soon as possible to avoid a cancellation fee. Most orders are shipped from our Distribution Center within 24 hours of order placement. You must contact us directly to confirm cancellation (phone or email). If you need to cancel an order and it has not yet been processed, no cancellation fee will be assessed. If you need to cancel an order and it has been processed but not shipped, a $10.00 cancellation fee is assessed. This fee is assessed to partially cover administrative/packing costs and will be deducted from your refund amount. Orders over $100.00 that are canceled after processing will be charged a 5% credit card processing fee upon cancellation. If your order has been processed and shipped, it is not possible to cancel; see returns/exchanges above.
DAMAGES/DEFECTS, MISSING PACKAGES, 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 of damage or shortages after 48 hours from the time of delivery. Live insects that arrive dead (D.O.A.) must be reported to us by phone or email) within 24 hours of delivery. We do not issue refunds for items damaged in transit or lost/stolen packages, these are responsibilities of the carrier. If there are shorted or defective items, we take responsibility and will replace the item (with the same exact item) at no charge. Please send picture confirmation (by email) of any damaged, broken, or wrongly shipped items for our records. Yogurt products are shipped at your own risk, we are not responsible for melted products during extreme heat in transit. See damage to cages below.