Exotic NutritionReviews of exoticnutrition.com

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.

Response from Exotic NutritionAug 1, 2023

Thank you for reaching out. We regret to hear about any confusion, but your shipment was not shipped late, nor delivered late. To clarify, shipping times are calculated by business days (excluding weekends). You selected 3-Day service at checkout. Your order was placed on Sunday 7/23, shipped on Monday 7/24, and was delivered 3-Days later on Thurs 7/27. This shipping timeline is reiterated on our shipping policy page online. Please let us know if you have any questions, thank you.

Response from Exotic NutritionMar 22, 2023

Hello Robert, we understand your wife Lillian purchased our Borneo Cage and that one of the bottom trays arrived dented. We want to express our sincerest apologies for the inconvenience caused by the damaged tray! As stated to Lillian, we do not offer refunds for damages, but we are committed to making things right. We simply ask that you forward us an image of the damaged part so that we can file a claim and ship you a free replacement tray. There is no need to return the damaged cage part. The only reason a customer would be responsible for return shipping costs is if they do not want a product anymore and choose to return the product for a refund. Please let us know if you have any other questions regarding our Terms & Conditions or Return Policy.

Response from Exotic NutritionFeb 7, 2023

Hi Shannon, we're so sorry that you didn't receive your package yet. The tracking information states that your package was delivered to a parcel locker. You mentioned you have heard about hundreds of packages in your neighborhood going missing from the neighborhood mailboxes, therefore this would be an issue your postal carrier would need to follow up with. For future USPS shipments, you can add Signature service to your cart before checkout or have your package held for pickup at your local post office. Otherwise, if you'd like your orders to ship via FedEx, simply opt for standard shipping, and leave special instructions for us at checkout. Thank you.

Response from Exotic NutritionFeb 7, 2023

Hi Mark, we're terribly sorry to hear about the crooked hinge on your cage. We want to note that to resolve things, a free replacement part was expediated to you, and a partial refund was implemented. Thank you.

Response from Exotic NutritionNov 28, 2022

Hi John, please note, you were not sent the wrong size worm. The product photos and description show our size titled 'GIANT' is a 1 inch worm, which is what was sent and delivered. That was confirmed through the photos you forwarded. As for your inquiry about shipping, we offer free economy shipping for orders $49+, no we do not offer free or discounted overnight shipping. You selected overnight shipping at checkout, and your order was shipped with this method and delivered on-time. We apologize for any confusion. Although you were sent the correct item, with the correct shipping method, as a customer courtesy we have offered you store credit (see email). Thank you.