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Customer Service Information:
Please visit the 'Shipping Info' tab above for detailed information on shipping options, delivery times, etc.
EMAIL US YOUR QUESTIONS OR CONCERNS (recommended contact method)
CLICK HERE to email us your questions.
Please Note: The Sugar Glider Superstore is not in a position to provide veterinary advice or specific care guidelines on an individual basis. These kinds of questions are best directed to your veterinarian.
PHONE: 757-988-0301 (8:30 a.m. - 4:00 p.m. EST Monday-Friday)
Exotic Nutrition Pet Company
737 Industrial Park Drive
Newport News, Virginia 23608
HOW TO PLACE AN ORDER:
Internet- All orders placed through our website will receive an order confirmation by email upon submission. If you placed an order and did not receive an e-mail confirmation, please check your junk folder then verify that we did receive your order by phoning us. Our Customer Service representative are here to answer any questions you may have, call 757-988-0301 (8:30 am - 4:00 pm EST) or EMAIL us with your questions.
Mail- Customers who wish to order by mail can do so by sending your order, printed out, with payment (money order payable to Exotic Nutrition) to: Exotic Nutrition LLC 737 Industrial Park Drive Newport News, Virginia 23608 USA
Phone- Our friendly customer service staff is available to take your order by phone. Minimum order by phone is $25.00 (before shipping cost). Free shipping and discount coupons not applicable. Call 757-988-0301 (8:30 am - 4:00 pm EST).
ADDRESS CORRECTIONS: Please verify that your shipping address is correct BEFORE finalizing your order. Review your order information on the order confirmation page and in the email confirmation sent after order placement. Incorrect addresses may result in undeliverable packages or delays. If your address is incorrect, please notify us (by phone and email) as soon as possible to avoid a fee. If a shipping address needs to be changed after your package has been processed, a $10.00 charge will be assessed [this fee is assessed to partially cover administrative/packing costs and will need to be collected before the package is shipped; we apologize for any inconvenience this may cause].
ORDER CANCELLATIONS: If you wish to cancel an order, please do so as soon as possible to avoid a cancellation fee. Most orders are shipped from our Distribution Center within 24 hours of order placement. You must contact us directly to confirm cancellation (phone or email). If you need to cancel an order and it has not yet been processed, no cancellation fee will be assessed. If you need to cancel an order and it has been processed, a $10.00 cancellation fee is assessed [this fee is assessed to partially cover administrative/packing costs and will be deducted from your refund amount]. Orders over $100.00 that are canceled after processing will be charged a 5% credit card processing fee upon cancellation. If your order has been processed and shipped, it is not possible to cancel; see returns/exchanges above.
DAMAGES/DEFECTS, MISSING PACKAGES, SHORTAGES AND D.O.A.s: Upon receipt of your package, please inspect for issues. If the package appears to be damaged to an extent that the enclosed merchandise may be damaged, refuse delivery and contact us. Any and all issues must be reported to us (by phone or email) within 48 hours of delivery. We cannot honor claims of damage or shortages after 48 hours from the time of delivery. Live insects that arrive dead (D.O.A.) must be reported to us by phone or email) within 24 hours of delivery. We do not issue refunds for items damaged in transit or lost/stolen packages, these are responsibilities of the carrier. If there are shorted or defective items, we take responsibility and will replace the item (with the same exact item) at no charge. Please send picture confirmation (by email) of any damaged, broken, or wrongly shipped items for our records. Yogurt products are shipped at your own risk, we are not responsible for melted products during extreme heat in transit. See damage to cages below.
RETURN/EXCHANGE POLICY: Any unopened item (with the exception of travels carriers) can be returned/exchanged to us within 30 days of the delivery date. We only ask that you follow our guidelines for making a return: If you need to return/exchange merchandise, please include a copy of your invoice/packing slip. Write on the packing slip/invoice what you are returning, the reason for the return, and what you would like for us to do (refund or exchange). See further information below. Please note: We are unable to accept returns/exchanges on opened or used food products, books, live insects or travel cages.
RETURNS: We will accept returns on any item, for any reason, provided you meet the requirements above and have requested a return of merchandise notice (RRM). This must be placed by email or phone with-in 48 hours of delivery. The customer will be responsible for any and all shipping costs to return an item(s), including the original shipping cost, and a 5% re-stocking fee (15% on cages). We do not issue refunds for items damaged in transit, we replace the damaged item (with the same item) at no charge to the customer.
EXCHANGES: We will accept an exchange on any item, for any reason, provided you have submitted a request by email or phone with-in 48 hours of delivery. The customer will be responsible for any and all shipping costs to exchange an item(s), including the original shipping cost. There is no re-stocking fee for exchanges. Please enclose your credit card number and expiration date (or a phone number) with the returned package in order to cover the cost of re-shipping and/or any differential cost of the items.
DAMAGE TO CAGES: Upon receipt of your package, please inspect for issues. If the package appears to be damaged to an extent that the enclosed cage may be damaged, refuse delivery and contact us. If you discover cage damage within the package, contact the delivery carrier immediately to report the damage and save all packing material for inspection. Upon inspection of the cage, the recipient is responsible for contacting us (by phone or email) within 24 hours of receiving the package to report any damage or defects. The recipient is responsible for keeping all boxes and packing material until a claim for the damage is resolved. We do not issue refunds for cages damaged in transit, we replace the damaged cage or cage part (with the same item) at no charge. If you choose to return a cage to us rather than have the damage part(s) replaced, you would be responsible for the shipping cost back to us, along with the original shipping cost and a 15% restocking fee accessed on all cage returns. The re-stocking fee for cages is higher due to the extra packaging and labor required in shipment.
POSTAGE DUE: Beginning January 1st 2016 the US Postal Service changed their shipping requirements to include dimensional size of a package in addition to package weight. At times, there is a discrepancy between the exact dimension and weight of a package and that of which is automatically calculated by shipping programs. If you are charged for extra postage due by the USPS upon receipt of your package please forward us a copy of the postage-due receipt (photo, fax or scanned copy) from the Post Office to verify the amount for our records. We take full responsibility and will process full refunds for any extra shipping charges based on miscalculations.
INTERNATIONAL RETURNS: All international sales are final. No returns or exchanges are accepted. This includes all orders shipped outside of the Continental United States.
SALES TAX: Virginia residents ONLY will have state sales tax added to their invoice in effect for ship-to address. If you are eligible for exemption from sales tax (i.e. nonprofit), please send us your State Sales Tax Exemption form and state sales tax will be refunded after order placement.
Allow us to help you with your Sugar glider husbandry issues. The informative pages listed in our department titled 'Educational Articles' contain quality information to guide you in the care and raising of your pet Sugar gliders. Take the time to read through this important information, preferably before you purchase a pet Sugar Glider. Articles on Sugar glider food, Sugar glider cages, and suggested Veterinarians are listed, along with breeding information and purchasing guides. Being informed on the care and breeding of Sugar gliders will benefit both you, and your new pets. It will also help you avoid health issues with your Sugar Gliders in the future.
Fun Tunnel (Small)
Sale Price: $6.89
Glider Booster (Multivitamin) 2 oz.
Come-A-Long Carrier (Small)
Cozy Cube / CHEETAH
No Mess Feeding Station
Abutilon Cage Plant
Glider-Cal (Calcium Supplement) 3.5 oz.
Mixed Fruit Gumivore-Fare
Pureayre - Odor Eliminator