Exotic NutritionReviews of exoticnutrition.com

Response from Exotic Nutrition· Jul 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.

Response from Exotic Nutrition· Jul 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.

Response from Exotic Nutrition· Apr 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.

Response from Exotic Nutrition· Dec 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.

Response from Exotic Nutrition· Oct 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 Nutrition· Sep 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 Nutrition· Sep 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 Nutrition· May 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.