Exotic Nutrition レビュー 96

Exotic Nutrition からの回答

2026年3月26日

We’re sorry to hear about your experience and understand how frustrating this situation must be.

After reviewing your order, the package appears undeliverable, but we have not yet received it back. If a package is returned to us, we are happy to refund the cost of the merchandise.

As outlined in our shipping policy, Exotic Nutrition is not responsible for undeliverable packages. We truly regret the inconvenience this has caused and appreciate your understanding.

If you have any additional questions, please feel free to contact our support team directly.

Exotic Nutrition からの回答

2026年3月23日

Hi Mark,

We’re very sorry to hear about your experience and appreciate your years of support as a customer. We understand how frustrating it is when a shipment is delayed and there’s uncertainty around delivery.

After reviewing your order, we confirmed that it shipped as scheduled on March 3rd and was delivered on March 10th. Prior to delivery, our team provided guidance that if the items were no longer needed, you could refuse the shipment and we would process a refund once it was returned to our warehouse.

We certainly never want a customer to feel unsupported, and we regret that this situation caused frustration. If there’s anything further we can do to help or if you would still like to discuss a return or resolution, we’d be more than happy to assist.

Please feel free to reach out to us directly. We’re here to help.

Exotic Nutrition からの回答

2026年3月23日

Hi Jill,

We’re very sorry to hear that your experience did not meet your expectations, and we appreciate you taking the time to share your feedback.

As noted in the product description, our squirrel nest box is made from untreated kiln-dried pine wood and is not waterproof or weatherproof. Several environmental factors could have contributed to the condition of the house.

Per our terms and conditions, we are unable to honor claims reported three months after delivery. As a courtesy, we did offer a store credit despite this being outside our policy timeframe, which was declined.

We truly regret that the product did not perform as you expected and that we could not reach a resolution that you were satisfied with. Customer satisfaction is important to us, and we appreciate your feedback as it helps us continue improving our products and services.

Exotic Nutrition からの回答

2025年12月16日

Hi Tracy,

We understand your concern and appreciate you taking the time to share your feedback. Transparency is important to us, and we want to clarify a few points.

The majority of our wildlife and small animal food products are made in the USA, including many of our core squirrel diets such as Squirrel Complete, Deluxe Squirrel Diet, Beneficial Blocks, and Premium Nut Mixes. These products are manufactured domestically using carefully sourced ingredients.

A very limited number of specialty items are produced overseas. For those products, we work exclusively with long-standing, carefully vetted partners that meet strict quality, safety, and regulatory standards. All products, regardless of origin, are subject to quality controls and regulatory oversight.

We absolutely respect that sourcing matters to our customers, especially when feeding wildlife, and we encourage anyone with questions about product origin to contact us prior to purchase so we can help guide them to the best option for their needs.

Thank you for sharing your concerns. We value your trust and remain committed to providing safe, nutritious products while continuing to improve and expand our U.S.-based offerings.

Exotic Nutrition からの回答

2025年10月31日 に更新

Hi Heather,

Please note that your Borneo Cage with Shelf Set was shipped on October 28th in three separate boxes. Two boxes were delivered on October 30th, and the remaining box is currently in transit, scheduled for delivery today, October 31st. We hope this clarifies things and you consider updating your rating.

We sincerely apologize on behalf of the carrier for this delay and any inconvenience it has caused. We appreciate your patience and hope to have your cage fully assembled and ready for your pet very soon.

Kind regards,
Exotic Nutrition Customer Support

Exotic Nutrition からの回答

2025年8月21日

Hi Leneta, thank you for sharing your feedback. We truly value you as a customer and want to clarify what happened with your recent order.

We regularly run special promotions such as 99¢ treats or toys that are offered below our cost, in order to give our customers a fun incentive to shop. Because these items are heavily discounted, we place a purchase limit so that all customers have a fair chance to take advantage of the deal.

In this case, your order included 65 units of the promotional item, which exceeded the limit. For that reason, we had to cancel the order and issue a full refund. We’ve since reached out to let you know the maximum is 10 units, and we understand you’re planning to place a new order within that limit.

We appreciate your understanding, and we hope to continue serving you and your animals in the future.

Exotic Nutrition からの回答

2025年7月30日

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.

Exotic Nutrition からの回答

2025年7月9日 に更新

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.

Exotic Nutrition からの回答

2025年4月7日

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.

Exotic Nutrition からの回答

2024年12月9日

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.

Exotic Nutrition からの回答

2024年10月16日

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.

Exotic Nutrition からの回答

2024年9月30日

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.

Exotic Nutrition からの回答

2024年9月24日 に更新

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.

Exotic Nutrition からの回答

2024年5月8日

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.

Exotic Nutrition からの回答

2024年3月25日

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.

Exotic Nutrition からの回答

2023年12月28日

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.