I made this order almost a month ago and when I receive them they're all dead. I called the place and they will not do anything but give me an $8 refund which is less than half of what I paid.
Response from Exotic NutritionJul 30, 2025
Hi Bobbie,
Thank you for your feedback. We completely understand how frustrating carrier delays are with perishable products.
As mentioned in our previous messages, we issued a full store credit for the value of your Live Mealworms as a courtesy, despite the order being shipped with economy service, which unfortunately does not include a live arrival guarantee for live insects, particularly during hot weather and transit delays. For future orders, we strongly recommend selecting Priority Overnight shipping for live items to help ensure safe arrival.
HA
Heath A.
Employees are rude and unhelpful
They say the shipping should take at most 2 weeks, consistently it takes 3-4 weeks when ive called to ask for help with expediting the order or cancelling the order customer service was unhelpful, i asked to speak to a supervisor, who was combative and rude. I found the employees sarcastic, they laughed at me when i told them it was urgent that i got my order processed.
Response from Exotic NutritionJul 9, 2025
Heath,
We sincerely apologize for the frustration and disappointment you experienced with your recent order and interactions with our customer service team. Your concerns are important to us.
Upon reviewing your order history, we see that you are located in Hawaii and selected USPS Ground Advantage shipping at checkout. This is the service that was used for your order. Please expect delivery time of 3-4 weeks for this service to Hawaii. Unfortunately, delivery timelines for this method - especially to non-continental U.S. locations like Hawaii - are controlled by USPS and are, regrettably, outside our control. Once a package has been dispatched, we are limited in our ability to expedite it further. For any future urgent orders, we strongly recommend selecting an expedited shipping method at checkout to help ensure timely delivery. Another recommendation is to order 12lb bags of Timothy Hay Cubes, instead of monthly 3lb bags, and this will bring you savings!
We’re also very sorry if your experience communicating with our team left you feeling unheard or disrespected. We strive to treat every customer with professionalism and empathy, and we take your feedback seriously. While our records indicate there were multiple attempts to clarify the situation, we understand that the conversation became difficult and we truly regret any perception of sarcasm or unhelpfulness. Please be assured that we are reviewing this incident internally to prevent similar issues in the future.
Thank you again for taking the time to share your experience. Feedback like yours is essential to our ongoing improvement.
SS
Susan S.
Bad customer service
We are new chinchilla owners and we are excited to get their new cage set up for lots of safe exercise and fun. We ordered a 3-shelf set of ledges for the cage and the corner ledge item fell apart in my hand as soon as I put the screw through it to attach it. They refused to issue me a refund, although I sent them all the proof and info they requested (photos, packing slip, etc.) I guess it’s back to chewy.com for me!
Response from Exotic NutritionApr 7, 2025
Hi Susan,
We strive to make every situation right, and it sounds like there may have been a misunderstanding along the way. While our policy doesn’t allow for refunds on damaged items, we do offer either a replacement or a store credit. If you'd still like a replacement sent or prefer store credit toward another item, please don’t hesitate to reach out to our customer support team—we’d be happy to help resolve this to your satisfaction. Thank you.
DY
Daniel Y.
Poor policies
Received half of my order with the cage marked in a different color on the manifest. I never received the cage. After speaking with support they said it was delivered by fedex to another address and after checking with that address they no longer have the package. Why am I being charged 120$ and 15$ for restocking fee when I never even received half of my order?
Response from Exotic NutritionDec 9, 2024
Daniel - To clarify, you have not been charged for the missing cage. The return shipping costs and restocking fee you referenced only apply to products that have been returned, and do not relate to the missing item.
As per your request, we are actively initiating a claim process with FedEx to investigate the delivery discrepancy. We will follow up promptly with any updates or additional information they provide.
We deeply regret any confusion or frustration this situation has caused and appreciate your patience as we work to resolve it. Should you have further concerns or questions, please do not hesitate to reach out to our support team directly.
GD
Gerald D.
Rip-Off Tactics
Charged me $8.95 shipping becuase I fell $5 short of products ordered - had chance to rectify situation by offering to change my order, but cancelled it instead. They obviously have zero concern for customers. Avoid at all costs.
Response from Exotic NutritionOct 16, 2024
Gerald,
Our policy of offering free shipping on orders over $49 is stated in the banner at the top of our website, in the shopping cart, and in our shipping policy.
We would like to clarify that in our previous communication, we asked if you would like to change or cancel your order. You requested to cancel the order, and we have followed your request accordingly.
We apologize for any misunderstanding and are here to assist you with any further questions or concerns you may have. Thank you.
BR
Brandie R.
I bought the 4-level mansion cage for…
I bought the 4-level mansion cage for my two prairie dogs. It looked nice and was easy enough to put together. Unfortunately, I have several issues with it. The plexiglass shields don't do much to keep bedding in the cage. There are a lot of crevices for the bedding to get stuck in that have to be cleaned. On more than one occasion, the door came loose and fell off the hinges while it was closed and latched, allowing my pets to get out. Luckily, they didn't get hurt. The wires aren't welded to the cage well enough. My prairie dogs were able to chew them off the frame in multiple places rendering the entire cage useless.
As for payment, the cage was $329.99 plus $18.41 in tax for a total of $348.40. I has a 10% off promo code ($33.00) making the total $315.40. Now, my account shows the cage was $329.99 and after my $315.40 payment, I supposedly owe a balance of $14.59.
I wouldn't recommend this company for anything.
Response from Exotic NutritionSep 30, 2024
Thank you for your recent review. We take all feedback seriously and would like to address your concerns directly.
Please rest assured that there is no payment due for this order. Currently, we have no known issues regarding the doors falling off the hinges, so your detailed feedback would be invaluable for troubleshooting.
Included with your purchase is a 30-day warranty that covers manufacturer defects. Please note that damage caused by excessive chewing is not covered under the warranty. This cage is constructed with durable wrought iron framing and welded wire bars. While the cage is robust enough to house most chewing animals, some pets, particularly prairie dogs, may become highly aggressive when caged. This behavior can lead to excessive chewing and pulling on the cage bars, potentially resulting in broken welds or bent bars.
LM
Larry M.
Return Ripoff
Their return policy left me with a lot of concern. Ripping us off for a non-opened box and charging a restocking fee is really cruel in these tough economic times. It is puzzling to see how fast a good company can turn into a money grubber!! Checkout OxBow out instead. I should point out that the return in question was never opened. It is as it was sent by you folks therefore there should be no need to check for missing parts. Your policy needs to be looked into IMO. Lots of other choices out there for small animal cages....It is still a money grab, now what if the damage to product happens in shipping to the customer? Seems to me that if there is damage in shipping the issue is with the shipper and not the customer. I get it. You need to squeeze every drop of money can you can from us. You dont even offer a 30 day free return.....look around at what so many other companies in all fields offer within their customer service to see you folks are pennywise and pound foolish. I'm glad to see I caught your attention :-)
Response from Exotic NutritionSep 24, 2024
Mr. Miller, thank you for your feedback regarding your recent experience with our return policy. While we offer free shipping on our cage orders, a $15 restocking fee is necessary to cover the expense of unboxing, inspecting, and reboxing the item. Even when a customer states an item was never unboxed, the item still needs to be checked upon return to ensure there was no damage in transit. This return policy is listed on our website. We appreciate your understanding and hope this explanation provides clarity. If you have any further questions or require additional assistance, please do not hesitate to contact us.
KL
Kayla L.
Bunny killers and terrible service
Their formula is absolutely terrible. It sent my baby bun Poppy to the vet, dying. I'm still waiting to hear if she's made it. They said it was directly the milk replacer. Said whey proteins and the ingredients are not suitable for the babies. They said quite a lot. I reached out in distress to Exotic Nutrition. They have been demanding proof, refusing to believe me. Arguing with the customer. Demanding a return of used product and nipples. That's absolutely ridiculous. They directly caused me emotional pain and now I have to argue with these people... This company is awful. Should have got wombaroo.
Response from Exotic NutritionMay 8, 2024
We are deeply sorry to hear about the distressing situation with your baby bunny. We want to assure you that we take your concern very seriously.
Our Milk Replacer is designed to be a food source for many species of baby mammals. However, it is important to recognize that baby animals, especially those abandoned by their mothers, are inherently at a higher risk of health complications, and unfortunately, a significant number do not survive. When issues arise, testing is essential to determine the precise cause of any sudden health decline, which was the reason why we requested information about how the product may have harmed your baby bunny, for verification purposes.
Your original message mentioned that you could return the product. We provided a prepaid return label so that it can be returned to us for evaluation. This is a typical procedure for a product that is claimed to be defective. To clarify, this was not a demand, but we apologize if it caused further distress.
Again, we are truly sorry and we hope for the best possible outcome for your bunny.
