Shipping policy

🦎 Exotics Unlimited – Shipping Policy

100% Live Arrival Guarantee

We guarantee that your animals will arrive alive and in good condition when all shipping guidelines are followed.

If there is ever an issue with your order, we will make it right—quickly, fairly, and with your satisfaction as our priority.

This includes situations such as:

  • Carrier delays
  • Shipping issues
  • Transit-related complications

When our guidelines are followed, you are fully covered in the event of any shipping-related issue—we take full responsibility and will resolve it quickly and fairly.

If There’s an Issue

In the rare event of a Dead on Arrival (DOA) or serious issue:

Once verified, we will make it right with one of the following:

  • Replacement sent with FREE SHIPPING covered by us 
  • Store credit
  • Refund (minus processing fees)

Our priority is simple: take care of you and make it right.

Inspection & Reporting Window

All orders include a 2-hour inspection window.

  • For home delivery, the inspection window begins at the time the package is marked as delivered
  • For FedEx facility pickup, the inspection window begins at the time the package is picked up

To qualify for coverage, animals must be:

  • Unpacked and inspected promptly
  • Reported within the 2-hour window
  • Supported with clear photo or video proof submitted within that same timeframe

If you notice any issues after the 2-hour inspection window, we still encourage you to reach out.

While full Live Arrival coverage applies within the initial reporting window, we will always do our best to work with you and provide a fair solution when possible.

Shipping Safety

We only ship when weather and temperatures are safe for the animals.

  • Orders may be delayed if conditions are unsafe
  • We will always communicate any delays
  • We ship for Tuesday, Wednesday, and Thursday delivery to ensure safe transit timing

What’s Inside Your Exotics Unlimited Shipping Box

We’ve refined our shipping system over 50,000+ animals successful shipped to ensure your animals arrive safely, quickly, and stress-free.

Every order is packed using premium materials and methods designed specifically for live animal transport.

Every shipment includes:

  • FedEx Priority Overnight shipping → minimizes time in transit
  • “Live Animal” labeled packaging → reduces mishandling
  • Graphite foam insulation → superior temperature protection
  • Seasonal heat, ice, or phase change packs (included at no extra cost)
  • Secure containers with humidity control → reduces stress
  • Custom packing materials → impact protection + premium unboxing
  • Naturalistic materials whenever possible → safer for animals

We routinely upgrade materials and absorb additional costs when needed—never cutting corners to save on shipping.

Our goal: your animals arrive alive, healthy, and ready to thrive.

FedEx Facility Pickup (Recommended)

For the safest and most reliable delivery, we strongly recommend FedEx Hold for Pickup.

  • We automatically select the closest FedEx facility to your zip code
  • Packages must be picked up the same day they are made available
  • The 2-hour inspection window begins at the time of pickup

As long as your package is picked up on the same day and any issues are reported within 2 hours with proof, your animals are fully covered under our Live Arrival Guarantee.

Home / Office Delivery

Someone must be available to receive the package and a signature is required.

While home delivery is available, it carries a higher level of risk compared to FedEx Hold for Pickup.

👉 Our Live Arrival Guarantee still fully applies when all delivery guidelines are followed.

  • If reported within 2 hours with photo/video proof, we will make it right with:
    • Replacement (shipping covered by us)
    • Store credit (+ Bonus)
    • Refund (minus processing fees)

Important Conditions

To keep our guarantee fair and sustainable:

  • Packages must be received on the first delivery attempt or picked up promptly
  • FedEx facility packages must be picked up the same day they are available
  • Incorrect shipping information may limit coverage
  • Returned, refused, or missed deliveries are not covered
  • Freebie items are not covered under the Live Arrival Guarantee and may be replaced at our discretion on future orders

Additional Notes

  • Some situations (such as delayed health decline) may require communication and updates
  • Minor imperfections or non-critical issues are handled fairly on a case-by-case basis
  • Wholesale and business orders are issued store credit for DOA

Even outside the reporting window, feel free to reach out—we aim to be reasonable and helpful whenever possible.

Shipping Fees

  • Shipping fees are non-refundable once a label has been created
  • Carrier delays do not qualify for shipping refunds
  • Shipping costs are separate from Live Arrival Guarantee coverage

Free Shipping Policy

 

Free shipping is available on orders $400+ shipped via FedEx Hold for Pickup only.

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

Order Combining & Shipping Credit

We allow customers 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 order additions and after discounts!

Wholesale Terms & Policies

How Wholesale Works

Wholesale pricing is approximately 50% off retail. Available to any business with a valid EIN or LLC.

To get approved:

  • Submit your EIN or LLC document
  • We activate wholesale pricing on your account the same day
  • No website, no storefront, no minimum time in business required

To place an order:

  • $400 minimum per order to use wholesale pricing
  • All orders are paid upfront — no net terms
  • Browse the wholesale catalog on our site

Wholesale DOA Policy

DOA must be reported within 3 hours of pickup or delivery.

To report a DOA:

  1. Take clear photos of the animal as received
  2. Email photos to support@exoticsunlimitedusa.com
  3. Include your order number and a brief description

We handle DOA claims quickly. If confirmed, we'll issue a replacement or store credit.

Refunds & Credits for Wholesale

For inventory shortages or DOA reported within 3 hours after arrival, we offer an option for refund or store credit for a future order.
DOA reported after 3 hours we offer store credit to your account, and the same applies for order alterations.

Refunds are processed back to the original payment method. Store credit can be used on any future wholesale order.

Shipping

  • Live arrival guaranteed on all wholesale orders
  • Shipping is calculated at checkout
  • Orders $1,000+ ship free (see bulk tier discounts)
  • All shipments include heat packs or cold packs as needed for your climate

Policy Updates

  • 1/16/26 – Improved clarity and expanded time windows
  • 4/8/26 – Restructured policy for clarity and consistency