View the Shipping Policy or the Return Policy for more information. Questions or concerns? Contact Us before your purchase.
DAMAGES, DEFECTS, SHORTAGES, INCORRECT ITEMS: Please inspect your package and report any issues at the time of delivery. We cannot honor claims that are reported more than 5-days after delivery. Email pictures of the damaged/defective products to: email@example.com along with your full name, order number and shipping address. Items that are missing, damaged or defective and within warranty can usually be replaced at no cost to the customer, but they are not eligible for refund. If the customer requests to return a damaged or defective item for a refund, the return costs will be at the expense of the customer. Cages fall under the Expectation of Damage policy.
Yogurt products are at risk for melting when shipped during warmer months. All yogurt products (Yogu Drops) are shipped at the customer's own risk. The products are insured if cold packs are included, and the order is shipped by Next Day service and the package is received upon delivery (or held for pick up). Melted yogurt products are not eligible for return.
Live Mealworm Guarantee: Worms are insured if a cold pack is added, FedEx Priority Overnight shipping service is selected at checkout and the package is received upon delivery. Exotic Nutrition does not guarantee live worms that are left outside, delivered to a mailbox, or undeliverable by the carrier. If Overnight shipping service is not selected at checkout, the customer assumes all risk with no exceptions.
If the worms are D.O.A. (Dead On Arrival), simply take a photo and email it to us at firstname.lastname@example.org within 24 hours of delivery describing the percentage of worms lost. Replacement insects will be shipped at the cost and discretion of Exotic Nutrition. The worms and shipping costs are nonrefundable.
ORDER CHANGES/CANCELLATIONS: If you wish to change or cancel an order, please contact us by phone and email as soon as possible with your order number. Most orders ship the same day of order placement. Once an order has been processed for shipping, it is not possible to cancel; see our Return Policy. If a delivery is refused the shipper's original shipping cost and return costs will be deducted once the package is returned.
ADDRESS CORRECTIONS: Review the shipping address on the online order confirmation page and on the email order receipt after checkout. Please contact us as soon as possible to make address changes. It is not always possible to change a shipping address after the order has been processed and/or shipped. If the carrier allows a change of address after the package is in transit, the customer is responsible for any additional costs incurred.
UNDELIVERABLE PACKAGES: We are not responsible for delayed, lost, or undeliverable packages at the fault of an incorrect address or delivery issue. Packages that are undeliverable and are returned to us (undamaged) can be reshipped at the expense of the recipient or can be refunded for the cost of the product(s) minus the return shipping cost. Live mealworms are a perishable product and are not eligible for return or refund. Shipping charges are nonrefundable and nontransferable.
LOST/STOLEN PACKAGES: All packages are shipped with tracking and delivery confirmation. If there is a delivery confirmation for a package but the recipient did not receive it, the customer must contact the carrier to file a lost package claim. We do not accept responsibility or offer refunds for lost or stolen packages. Carriers offer pick up options or signature service delivery to prevent lost packages. For this service, please add signature service to your cart before checkout.
SIGNATURE SERVICE: Exotic Nutrition reserves the right to use signature service on packages to ensure delivery to the recipient, specifically for high valued orders ($200+). If a recipient is not home to sign for a package, the carrier should make another delivery attempt, or the recipient can contact the carrier to request to have your package held for pick up. To opt out of signature service when making a purchase, leave special instructions with this request at checkout. Keep in mind that by opting out of signature service, the recipient assumes all responsibility for the package; if the shipment is reported missing after it has been marked as delivered, the carrier nor Exotic Nutrition are responsible.
WARRANTY: Please contact us regarding our warranty. If a product is covered under warranty, a replacement product or parts may be provided at the seller's discretion. The replacement product or parts will assume the remaining warranty period, they do not renew the warranty.
SALES TAX: Buyers are charged sales tax based on their ship-to state. Customers who have a tax certification of exemption can send their W-9 (Form ST-10) by email to: email@example.com.
PRICING: Prices are subject to change without notice. If pricing needs to be changed after purchase, customers will always be notified and will have the option to cancel an order prior to making any changes.
RESELLING: Exotic Nutrition offers wholesale purchasing with rights to reselling to brick and mortar pet stores and other eligible businesses. Customers are not legally permitted to repackage or resell Exotic Nutrition products on any eCommerce platform including but not limited to: Amazon, eBay, Walmart Marketplace, Newegg, Jet, Etsy, etc. Wholesale purchases must ship a business address, additional shipping charges may apply if shipping to a residential address. Drop shipping to a different location other than the pet store will incur an additional fee of $10/box. Altering the packaging of Exotic Nutrition products (repackaging, concealing logos, etc.) is prohibited. Accounts are eligible for review at any time and may be suspended or canceled at our discretion.
The policies stated above apply to domestic U.S. retail orders. Wholesale or international orders may not apply the same terms & conditions. Please contact us for further details.