Refund policy

Cancellation Policy

We understand that plans can change, and we’re always happy to help when they do.

In many cases, we can hold your order or adjust your shipping date to better fit your schedule.

Because we ship live animals, certain steps in the fulfillment process are time-sensitive and cannot be reversed once they begin. Please review the information below for how cancellations and adjustments are handled.

Order Adjustments 

We’re happy to help with order adjustments up to the day before your order is scheduled to ship.

This may include:

  • Removing items
  • Substituting items
  • Adjusting or switching freebies

👉 Any price differences or refunds resulting from order adjustments are issued as store credit.

This helps offset processing fees while keeping your order flexible.

Store credit:

  • Never expires
  • Can be used on any product
  • Can be combined with future promotions

 Inventory Issues

In the rare event that an item becomes unavailable for shipping, we will notify you as quickly as possible and offer:

  • A full refund for the unavailable item, or
  • Store credit (+ bonus store credit)

👉 We take full responsibility for any inventory issues on our end.

Please note:
If a refund is selected and the order total changes, promotional benefits such as free shipping or freebies may be adjusted accordingly.

Cancellation Options 

We allow cancellations up until the end of the business day before your scheduled shipping date.

If you request a cancellation before this time, you may choose:

  • Refund to original payment method (minus 6% processing fees)
  • 100% store credit for the full order total

Cancellations on Shipping Day

Once your order reaches its scheduled shipping day, the order will be packed early in the morning and boxed up. 

👉 Cancellations requested on or after this point are issued as:

  • Store credit only

Unscheduled Orders (30-Day Policy)

If an order remains unscheduled or unshipped for more than 30 days due to lack of customer response, it will be:

  • Returned to inventory
  • Issued as 100% store credit

After 30 days, orders are no longer eligible for refunds.

Shipping Charges

  • Shipping fees become non-refundable once a shipping label has been created
  • Shipping costs are not refunded after shipment or in the event of carrier delays

Free Shipping Policy

Free shipping is available on orders over $400 when shipped via FedEx Hold for Pickup.

  • Orders shipped to a home or business address will require standard shipping charges

Order Combining & Shipping Credit

We’re happy to combine multiple orders into a single shipment.

If combined orders exceed the $400 free shipping threshold:

  • Previously paid shipping will be issued as store credit
  • Credit can be used on any future purchase

Shipping Method Requirements

Free shipping applies only to FedEx Hold for Pickup.

Home/ Office delivery orders are not eligible for free shipping and will require standard shipping payment.

Unclaimed or Returned Shipments

We are unable to offer refunds or store credit for orders that are:

  • Not picked up within 5 business days
  • Returned due to incorrect address
  • Missed, refused, or undeliverable

 In these situations, our priority must remain the health and safety of the animals.

Wholesale Orders (Businesses for Resale)

Wholesale orders follow separate terms based on volume purchasing.

Wholesale orders that are cancelled are issued as store credit to the account. 

Premolting animals are issued as store credit to the purchaser's account or can be substituted for other items on a future order.

Additional Notes

  • Shipping fees are non-refundable once a label has been created
  • Shipping fees are not refundable after shipment or in the event of carrier delays

Need Help?

If you are unsure about timing, weather conditions, or pickup logistics, please reach out before placing your order—we’re always happy to help.

Contact Information

Exotics Unlimited
990 Hoyd Ln., Kernersville, NC 27284, USA
Support@exoticsunlimitedusa.com

Agreement

By placing an order, you acknowledge that you have read and agree to this Cancellation Policy, along with our Terms of Service and Shipping Policy.

Effective Date

1/6/2026