EMAIL US YOUR QUESTIONS
(our prefered method for contact, we respond quickly)CLICK HERE
to email us your questions.
Phone Contact - 757-988-0301 (9:00 a.m. - 4:00 p.m. EST Monday-Friday)
Exotic Nutrition Pet Company 737 Industrial Park Drive Newport News, Virginia 23608
Our Fax number - 757-988-0321
Phone us from outside the U.S. - 757-988-0301 (between 9 a.m. and 4 p.m. EST Monday - Friday)
HOW TO PLACE AN ORDER
Internet: All orders placed through our website will receive an order confirmation upon submission. If you placed an order, and did not receive an e-mail confirmation, verify that we did receive your order by phoning us. Our Customer Service Center is here to answer any questions you may have, call 757-988-0301 (9:00 am - 4:00 pm EST or EMAIL us with your questions.
You can fax an order to us at 757-988-0321. Orders submitted by fax must be paid for by a credit card.
Customers who wish to order by mail, can do so by sending your order (printed out) with payment (money order) to: Exotic Nutrition LLC 737 Industrial Park Drive Newport News, Virginia 23608 USA
Please make money orders payable to Exotic Nutrition.
Our friendly customer service staff is available to take your order by phone. Minimum order by phone is $25.00 (before shipping cost) Call: 757-988-0301 Monday through Friday 9:00 am - 4:00 pm EST.SHIPPING INFORMATION
Select one of the following methods during check-out:
1) Ground service (UPS or USPS our choice) Typically 2-7 day delivery time.
2) Priority Mail Service (US Postal 2-3 day delivery time but not guaranteed within this time frame)
3) Expedited Shipping: Next Day Service or 2 Day Service.
4) Air Mail (Canada) Typically 5-10 day delivery time.
5) Air Mail (Outside the US & Canada) Typically 5-10 day delivery time.
DAMAGES, MISSING PACKAGES, SHORTAGES AND D.O.A.s
In case of damage in transit, contact the delivering carrier immediately to report the damage, and save all packing material for inspection. Damages and/or shortages must be reported to us within 48 hours from time of delivery. We cannot honor claims of damage or shortages after 48 hours from time of delivery. Live insects that arrive dead (D.O.A.) must be reported to us within 24 hours of delivery. Reports can be made by phone or email. We do not issue refunds for items damaged in transit, lost or stolen, or shortages, we replace the damaged, missing or shorted item (with the same exact item) at no charge.
DAMAGE TO CAGES ...
Upon delivery, if recipient notices any exterior damage to the box, or defects, they must note them immediately to the delivery driver upon receipt. Upon inspection of the cage, recipient is responsible for contacting us within 24 hours of receipt of cage to report any damage (Contact can be made by phone or email). Recipient is responsible for keeping all boxes and packing material until the claim for the damage is resolved. We do not issue refunds for items damaged in transit, we replace the damaged item (with the same item) at no charge.
SHIPPING ADDRESS CORRECTIONS
- Please verify that your shipping address is correct. Incorrect addresses may result in undeliverable packages, or delays. If your address is incorrect, please notify us as soon as possible to avoid a $10.00 address correction charge. If the shipping address needs to be changed after your package has left our warehouse, a $10.00 charge will be assessed. This charge is assessed by UPS, and unfortunately must be passed along to you, our customer. We are sorry for any inconvenience this may cause. If you are charged this fee in error, please contact us immediately so we can dispute the charges with the package carrier.
CANCELING AN ORDER ALREADY PLACED
If you wish to cancel an order already placed, please do so as soon as possible to avoid a cancellation fee. Most orders are shipped from our Distribution Center within 24 of order placement. A $10.00 cancellation fee is assessed if you cancel an order after it has been processed. This fee is assessed to partially cover administrative and/or shipping costs. This fee will be deducted from your refund amount. If you need to cancel an order, and it has not yet been processed, no cancellation fee will be assessed. Orders over $100.00 that are canceled after processing will be charged a 5% credit card processing fee upon cancellation. This is the amount we are charged when processing credit card orders.
We offer expedited shipping by UPS Next Day Air and UPS 2nd. Day Air service. Next day Air would mean delivery of your package the following business day from day of shipping, 2nd. Day Air means delivery 2 business days from day of shipping (the day of shipping is not included and not counted as day 1). No deliveried on Saturday or Sunday. Example: If you placed your order on Monday, we would ship on Tuesday and your order would arrive to you on Thursday (2nd. Day Air), or with Next day Air your order would arrive on Wednesday.
SHIPPING COSTS ON CAGES AND OTHER HEAVY WEIGHT ITEMS MAY BE HIGHER THAN QUOTED ON OUR WEBSITE. ESPECIALLY WHEN SHIPPING 40 lb. BAGS OR CAGES. WE RESERVE THE RIGHT TO ADJUST THE SHIPPING COSTS ACCORDINGLY.
If you are not satisfied with a product ordered from our web site, simply return it, in new condition, within 30 days of order placement for a replacement or refund. (Sorry, this does not apply to books, opened food products, opened vitamin products, travel cages, or live insects). See Returns policy below.
RETURN POLICY We realize that there may be times when an item you ordered needs to be returned. When that does happen, we want to make it as easy as possible for you. Any unopened item can be returned to us for any reason within 30 days of purchase date. We only ask that you follow our guide lines when making a return: If you need to return merchandise, please include a copy of your original invoice or packing slip. Contact us by email to let us know what you are returning, the reason for the return, and what you would like for us to do (refund or exchange). Please note: We are unable to accept returns on books or travel cages unless they are damaged, in which case we will replace them with the same item. If you are returning an item that was damaged in shipping, and requesting a refund, you will still be responsible for all shipping costs. Damaged items will be replaced at no charge, once we received the damaged item back. We do not issue refunds for items damaged in transit, we replace the damaged item (with the same item) at no charge. We will accept returns on any item, for any reason, provided you have requested a return of merchandise notice (RRM). This must be placed by email or phone with-in 48 hours of your receipt of the merchandise. Please note: Certain cages ship from a location other than our Newport News, VA address. Please contact us for the correct return address for cages.
2. Returns must be made within 30 days of purchase.
3. Customer will be responsible for any and all shipping charges to return the item(s), along with the original shipping charges, and a 10% re-stock fee, unless we shipped an incorrect or damaged item, in which case there will be no charge for re-shipping a replacement item and no charge for re-stock. Items damaged in transit will be replaced at no charge, if you request a refund for an item damaged in transit, you will be responsible for both the shipping cost to you, along with the shipping cost back to us.
Virginia residents ONLY will have state sales tax added to their invoice in effect for ship-to address.
We do not supply entry documents, veterinary certificates, APHIS certificates, or any other documents besides the standard shipping declaration documents when shipping international orders. It is up to (you) importer to first determine if products or ingredients are, or are not restricted for importation into your country. Certain food products have ingredients that may be restricted for importation into certain countries (i.e. beef or blood ingredients). If your order is rejected at the time of entry into your country, and the products are returned back to us, we can issue a full refund on the returned products, but not the shipping costs. If the products are destroyed or confiscated by your customs upon entry, we will not refund the cost of the products or the shipping costs. If you are unsure of a product’s import restrictions in your country, and you do not wish to risk the chance of rejection, then we suggest that you do not attempt importation. CLICK HERE FOR MORE ON INTERNATIONAL SHIPPING INFORMATION