Terms and Conditions
Our ultimate goal is to get you your animals ALIVE and HEALTHY! We bring a lot of shipping experience to the table, but ask that you guys give your animals the consideration they deserve when picking up and unpacking your order. We don't have policies to be difficult, but many of the animals we ship are rather fragile, especially invertebrates, and the time frames we ask people to follow is what they can safely withstand in the stress of shipping any time of year.
We have a $50 order minimum for our store
Live Arrival/ Animal Health Guarantee
Here at EU, our Live Arrival Guarantee (LAG) is 100% alive guarantee. We prepare for the worst when shipping to give you guys peace of mind when ordering online.
Carrier delays cause issue with your package? Our LAG covers it
Carrier damaged your package and cause complication? No worries our LAG covers that too
Carrier lost your package? Yes, our LAG covers that too.
In the rare and unfortunate event that you open your package and there is a dead on arrival (DOA), or if you just notice something off, please take the following steps:
1. Please contact us within 30 minutes (home/office delivery), or 2 hours (Fedex center pickup) with clear pictures or video evidence
2. In the even you notice something wrong about your new pet, contact us immediately, so we have a chance to assist you.
3. Make sure to give all animals water upon arrival. Shipping can dehydrate your animals and make them stressed. Keeping them hydrated is the first step to making sure they settle in to their new home.
FEDEX FACILITY PICKUP:
Issues must be reported within 2 hours of when the packages are ready for pickup at the facility (typically 9am local time). This means the animals MUST be picked up, unpacked into enclosures, and issues reported within 2 hours.
Issues must be reported within 30 minutes of when the packages are delivered (watch your tracking so you are ready for arrival). This means the animals MUST be unpacked into enclosures, and issues reported within 30 minutes of being delivered.
Communicate with us. We get it: things come up. But please notify us if something is not going to plan on your end. We know everyone has jobs and a life and we are here to make your online shopping experience the best it can possibly be.
If any of the above steps are not followed by the customer, our LAG policy is VOID.
**OUR LAG covers your animals health, NOT shipping expense. We do not refund shipping expenses.**
**For local pickup at shows or our office, as soon as the animals are in your hands, our LAG has been completed and is NO LONGER in affect.
We inspect EVERY animal before we pass them into your possession at shows or from our office and we DO NOT cover mistakes made while the animals are in your possession that can harm your new pet.
Customers may cancel their order as late as the day before we plan to ship your order. Cancelling orders adds labor time and costs, and may also prevent others from getting animals they have been searching for. We send $15 or 10% (whichever is greater) back to you as a store credit code and refund the rest back to the source you used to pay. **All our online payment methods automatically take 3% that is nonrecoverable**
We offer this to you guys as a unique way of covering our labor costs associated with cancellations.
Orders cannot be cancelled on shipping day or only store credit (100% store credit) will be issued for the entire order to the customer via a coupon code to be used in the future.
Orders that are sent and returned to us will receive no refund. Extra shipping for add on orders will be sent to the customer as a store credit to be used in the future as long as it is brought to our attention. If you know that you paid extra shipping for two orders that are being shipped together, please let us know.
Exotics Unlimited or any affiliated organizations do not assume any liability of damages or harm that may result from any living thing, product or item purchased from them at any time. While we love answering your questions and recommending species for you to enjoy, it is the customer's responsibility to do their own research on what they are purchasing and to prepare for any risk that may be associated with all things that may be purchased from us. Thank you for understanding. - EU Team
All photos used by EU are either taken by us or used with permission of the owner. Thank you for understanding. - EU Team
Follow these steps when unpacking your new pet!
Give them water.
Stressed animals (especially invertebrates) will sometimes decrease activity when they are stressed from shipping. DO NOT assume they are dead, but still let us know if this is a concern of yours.
Have your new cage ready.
We always suggest that you rehouse your new pets the least amount of times as possible. You want their new environment to be as pristine as possible to ensure they thrive for you! (If you need more time
Contact us as soon as possible with any concerns!
Contacting us is often the easiest way to resolve small problems in a quick manner! Let us know any and all concerns with your new pet within 2hrs of your order arrival to keep our LAG policy valid!