Exotic NutritionReviews of exoticnutrition.com

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.

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.

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.

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.

Response from Exotic NutritionMar 25, 2024

Emily, Please accept our sincere condolences for the loss of your pet squirrel. We are truly sorry to hear about your experience, and we understand how distressing it must be for you. We take all customer feedback seriously, especially when it involves the well-being of animals. We want to assure you that the quality and safety of our products are of utmost importance to us. However, it's important to note that sudden deaths in animals, particularly those undergoing rehabilitation, can be caused by various factors beyond food consumption. In most cases, sudden deaths are not attributed to food alone. Nevertheless, we take your feedback seriously, and we would greatly appreciate it if you could provide us with any additional information, including any necropsy results if available. This will help us conduct a comprehensive investigation into the matter. As of now, we haven't received any other similar reports regarding our squirrel milk replacer. However, your feedback has been duly noted, and we will keep your information on file in accordance with FDA guidelines. Your cooperation is invaluable, we will await information from you, thank you.

Response from Exotic NutritionDec 28, 2023

Hi Anna, we sincerely apologize for the confusion around your recent order. We want to clarify that our website indicates the specifications of our products (Version I versus Version II). Upon review, we found that there was no information on our website or communication over email suggesting that the cage Add-On you purchased would fit your existing cage. All information states Version I and Version II ARE NOT compatible. The tracking information confirms the package was picked up from our facility before your cancellation request. As per our terms and conditions, the customer is responsible for return costs. However, we did schedule the return for you and we are waiving the restocking fee for the returned item. Once again, we apologize for the confusion around your recent order. Feel free to reply to our email message with any further information, thank you.

Response from Exotic NutritionDec 13, 2023

Mark, We sincerely regret any inconvenience you may have experienced due to the sales tax collected during your recent purchase. It is important to note that our sales tax calculations are derived from the shipping address provided at checkout. Upon conducting a thorough investigation into your inquiry, we can confirm that the applied tax rate aligns with the information available. In addition, we have communicated with the Unit Revenue Manager at the Oklahoma Tax Commission to ensure accuracy in our assessment. Our commitment to customer satisfaction compels us to address any discrepancies promptly. Should you possess documentation from your county, city, or state indicating a variance in sales tax rates compared to what was charged, we are more than willing to process a reimbursement accordingly. It is crucial to mention that we adhere strictly to documented discrepancies, and, unfortunately, we cannot initiate tax refunds solely based on verbal requests. Your understanding in this matter is highly appreciated. Please do not hesitate to reach out if you have any further questions or concerns. We highly value your business and remain dedicated to ensuring the accuracy of your transactions.