FAQ – Terms of Service for Exotic Animal Supply

Changing or Canceling Orders

How can I make changes to an online order?

Please contact us by calling Customer Service at 1-800-262-5258 as soon as possible. If your order has not been packed or shipped, we can work with you to determine the best way to handle your order change request. If your order has already shipped, we are unable to change, refund or exchange your product (please see Returns or Refunds below for additional information). Please note: Exotic Animal Supply cannot guarantee emailed requests will be received prior to product fulfillment and shipment.

What if my address is wrong?

Please verify your shipping address prior to completing your order.  If a change needs to be made, please contact us by calling Customer Service at 1-800-262-5258 as soon as possible.  If your order has already shipped, you will need to contact the shipping provider to have it rerouted to a different address.

How can I cancel an online order?

If you wish to cancel an order already placed, please contact us by calling Customer Service at 1-800-262-5258 as soon as possible.  A $10 cancellation fee will be assessed for any order that has already been picked for shipment. This fee will be deducted from your refund amount.  If your order has already shipped and is in route, we are unable to cancel or refund your order (please see Returns or Refunds below for additional information). Please note: Exotic Animal Supply cannot guarantee emailed requests will be received prior to product fulfillment and shipment.

What is your return policy?

Your satisfaction is very important to the Exotic Animal Supply team, and we want to make sure you are 100% satisfied with our products and service.  Simply contact our Customer Service Center at 1-800-262-5258 within 30 days of delivery for assistance on processing refunds or replacements. And if a product does not perform satisfactorily, please contact our Customer Service Center within the shelf life or by the expiration date of the product purchased. Do not discard product until you are instructed to do so, for we plan to contact the direct manufacturer to start a QUALITY CONCERN ticket.

 Please note: We do not accept returns on opened items; for our warehouses are all CERTIFIED LABDIET & MAZURI DEALER warehouses which operate under strict guidelines to ensure our warehouses remain clean environments free from bugs and pests.

 My Account

How do I make changes to my account?

Changing your account name, email or password is easy. Simply go into the “My Account” area, by logging into your account.  There you will find a navigation listing for you to click allowing you to change your name, email, password, address, etc…

How do I track and manage my purchases?

All orders placed through our website will receive an order confirmation email upon submission. This is your order invoice or receipt. If you placed an order and did not receive an email confirmation, contact our Customer Service Center at 1-800-262-5258.

Once your order has shipped, you will receive an email with tracking information.
 Payments

What are my payment options?

Exoticanimalsupply.com accepts Visa, MasterCard, Discover and PayPal. If you have questions about additional payment options, please call Customer Service at 1-800-262-5258. 

What about my privacy?

Exotic Animal Supply understands that you care how information about you is used and shared, and we appreciate your trust that we will do so carefully and sensibly. View our privacy policy for a detailed explanation.

Shipping and Delivery

Does Exotic Animal Supply ship to all states in the U.S.?

Yes, we will ship to any state within the United States. Sales tax, shipping and handling will be applied to your bill accordingly. A full street address is required for all shipments; PO boxes will not be accepted, and shipment will be delayed.

How long will it take for my online order to be processed?

Exotic Animal Supply operates a Monday-Friday workweek.  Orders received before 2 pm Monday-Friday, we will make every attempt to ship your order the same day.  If the order is received after 2 pm Monday-Thursday, your order will ship out the following day.  For orders received after 2 pm on Fridays, please know your order will be shipped out the following Monday.

NOTE: HOLIDAYS IMPACT SHIPPING AND CAN DELAY SHIPMENTS 2-4 DAYS.  However, some products require lead times as noted in the product information area, and will be shipped accordingly. Generally, we do our best to notify customers of any delays in shipping.

Does Exotic Animal Supply ship online orders internationally?

No. Shipping to locations outside the United States is not available for orders placed via exoticanimalsupply.com.

What if my order arrives in multiple shipments?

If a single warehouse cannot fill your order, it may arrive in multiple shipments at no additional shipping charge.

Tax-Exempt Status

How can I get tax-exempt status?

If you do not already have an account set up, please register as a new customer on this site. Next, provide your tax-exempt documentation via email (to [email protected]) or fax (to 682-267-2363). Include your name, phone, and email contact information as well as the name and email used for the account to be tax-exempt. Please note: A copy of your tax-exempt certificate or a completed state exemption form must be submitted. We cannot accept only your Tax ID Number. Accounts will be set up Monday through Friday from 7 am-3 p.m. Central Time except for traditional holidays. Please allow 24-48 hours to process your request. Please do not place an order until you have received confirmation that your account has been set up as tax-exempt.

What should be included in the seller portion of the certificate?

The seller portion of the certificate must be filled out with the following address:

Exotic Animal Supply
54 Remington Dr.
Highland Village, TX 75077

How will I know when my tax-exempt status is approved?

Once your paperwork has been approved by accounting and your information input into the online system, you will be notified via email. You can then place your order with tax-exempt status.

Should I ask about tax-exempt status before making an order?

Yes. All tax-exempt customers must provide exemption certificates prior to placing an order with Exoticanimalsupply.com.  Please do not place an order until you have received confirmation that your account has been set up as tax-exempt.