Shipping NIGHTMARE

[MissMaddieMoo]

This is going to be long, but read it... It's worth it.

I ordered my male proven breeder reverse okatee this past Saturday from a small herp breeder known as Tierney Reptiles that is based out of California.
I told him that Tuesday would be the best day for me to receive him because I wasn't working and I'd be home all day. He sent out the package Monday afternoon via FedEx Overnight Priority, arrival of package before 10:30 am.
I was very anxious and excited about my new snake, so I tracked the package, to the point where I literally found which airliner it was on and it's departure time and current location and so fourth. I did this until around 4:30 am.
The next morning I woke up extremely excited at 7:30 am because I just couldn't sleep. I sat by the window falling in and out of consciousness until 9:33 when I saw a FedEx Express truck pull up and I jumped up and raced outside to get the package. To my surprise, the package was skinny... and addressed to my father. I then realized that there was NO way that my 4 year old snake would fit in this tiny flat rate shipping box, but I signed for my father's package and asked the lady to check if she had any other packages and could've missed one. She went back and checked and told me that she surely didn't have another package addressed to me and gave me a number to call.
After calling the FedEx 1-800 number about 50 times trying to get through to a real person, I researched what to say and the numbers to press to let me talk to a representative. I told her my tracking number and said that the truck just arrived with another package that was not labeled for overnight delivery, but my priority package was not on the truck. After a few minutes of her searching, she found my package... 300 miles away in the Indianapolis shipping hub. She explained that the plane from LAX was delayed due to chemical difficulties and did not arrive in Indianapolis until the connecting flight to Kentucky had already left.
She then told me that my package would be delayed for an additional day.
I panicked and quickly told her that there was a live reptile inside the box and the reason I paid for overnight shipping was for the safety of the reptile inside the box and that this was absolutely unacceptable that I paid 70$ for overnight shipping when it was not even shipped to me overnight.
She apologized and said that there was nothing she could do for me, and that I'd just have to wait until tomorrow for the package to arrive.
I told her that this was unacceptable and that I expected a refund on the shipping for endangering the contents of my package. She then told me that she could not give me a refund because I did not get the live reptile secured with FedEx customs prior to shipping. In a rage, I hung up and immediately emailed Tierney Reptiles who assured me that they would try their hardest to get the cost of shipping refunded to me.
I had no option except to hope that the warehouse that my new snake boy was sitting in had air conditioning.
The next morning I woke up at 8:00 am, excited but also fearful.
The FedEx Express came at 9:20 am with my package and I rushed it inside to let the snake out of the bag (hah, sorry I had to.)
I was relieved to find that he was alright, and I quickly put him into his new viv, where he rushed to the water bowl and drank the equivalent of the Pacific Ocean.
I was lucky that he made it here alive. He is now currently coiled around my arm chilling out, as he has been for the past few hours.

So tell me, has anyone experienced a complete shipping disaster? Whether it resulted in the fatality of your snake or not, please let me know your stories or just your thoughts on my own nightmare!

 

[MysticExotics]

It's probably best to leave him alone for about a week, and give him time to adjust to being in a new home, especially since he had an especially stressful shipping experience.

 

[kathylove]

I have been shipping with FedEx since about 2004, and with Airborne Express and then DHL before that. Those latter 2 companies did have delays somewhat often, but it has been VERY rare with FedEx. No company is perfect, but I have been very happy with FedEx, especially compared to the other 2.

The most important suggestions I can make: 1. Always pick up at the local FedEx office. It would not have helped in your case. But over the years, I have found that MOST of the delivery mistakes were actually made by the driver or whomever packs the trucks for delivery. And keeping them at the FedEx office means they will not be bouncing around in a truck and will usually stay in a temperature controlled office awaiting pick up.

2. The other suggestion is that if something is amiss, please call the shipper FIRST, before contacting FedEx. If the shipper is experienced with FedEx, they will be aware of how the process works and may be able to accomplish something that you can't - unless you are also an experienced FedEx shipper. Also, 10 years ago when FedEx was first persuaded to allow reptile shipments, it was a hard won battle. They could change their minds again if they decide we are not worth their trouble. An experienced shipper will probably be able to get the best service while causing the least "ruffled feathers". Of course we want to demand acceptable service. But a recipient may be distraught and emotional compared to a shipper who knows how to deal with them. This is not to put down customers in any way. The fact is that a shipper should be considered a professional and should expect to see the package safely through the process until it is in the new owner's hands. The customer may never have shipped before and can't be expected to know all of the quirks of shipping live reptiles. I personally have emails from FedEx automatically sent to me at each stop. If it doesn't arrive on time to each point, I am the one who will be contacting both the customer and FedEx. IMO, that is the way shipping should be done.

 

[MysticExotics]

I have been shipping with FedEx since about 2004, and with Airborne Express and then DHL before that. Those latter 2 companies did have delays somewhat often, but it has been VERY rare with FedEx. No company is perfect, but I have been very happy with FedEx, especially compared to the other 2.

The most important suggestions I can make: 1. Always pick up at the local FedEx office. It would not have helped in your case. But over the years, I have found that MOST of the delivery mistakes were actually made by the driver or whomever packs the trucks for delivery. And keeping them at the FedEx office means they will not be bouncing around in a truck and will usually stay in a temperature controlled office awaiting pick up.

2. The other suggestion is that if something is amiss, please call the shipper FIRST, before contacting FedEx. If the shipper is experienced with FedEx, they will be aware of how the process works and may be able to accomplish something that you can't - unless you are also an experienced FedEx shipper. Also, 10 years ago when FedEx was first persuaded to allow reptile shipments, it was a hard won battle. They could change their minds again if they decide we are not worth their trouble. An experienced shipper will probably be able to get the best service while causing the least "ruffled feathers". Of course we want to demand acceptable service. But a recipient may be distraught and emotional compared to a shipper who knows how to deal with them. This is not to put down customers in any way. The fact is that a shipper should be considered a professional and should expect to see the package safely through the process until it is in the new owner's hands. The customer may never have shipped before and can't be expected to know all of the quirks of shipping live reptiles. I personally have emails from FedEx automatically sent to me at each stop. If it doesn't arrive on time to each point, I am the one who will be contacting both the customer and FedEx. IMO, that is the way shipping should be done.

Very good info!
I was going to add earlier, but I ran out of time:
At some point, people may encounter a problem or two.

The first snake I had shipped to me was delayed by a day. I was a nervous wreck, but she turned out ok. The package somehow got routed on the wrong hub transfer and went to Utah, instead of WA state.

A more recent incident was last year, and a letter got missed on the city of the FedEx Ship Center I pick up at, and even though the rest of the info was exact, the FedEx website changed the destination location zipcode. It got held up at the Seattle airport hub, and they called because the City and zip did not match. They were going to send it to a different hub, further south. I finally convinced them to drop it off at the next closest ship hub and I drove to pick it up.

I have had delays in delivery by a few hours, because of storms. One was an east coast storm, yet it still delayed a package going from CA straight up the west coast to WA. It's frustrating.

I agree with Kathy 150% about having packages shipped to a FedEx Ship Center, to be held for pickup. It is so much better for the animals being shipped.

 

[Nanci]

I always pack like there's going to be a delay. Really the main concern is temperature, so I use phase change material packs, so however long the snake is delayed, it's going to stay at 72F. Then, I know it irritates some buyers, but I always, only, send hold at location.

Glad your baby arrived safely!

 

[MissMaddieMoo]

I have been shipping with FedEx since about 2004, and with Airborne Express and then DHL before that. Those latter 2 companies did have delays somewhat often, but it has been VERY rare with FedEx. No company is perfect, but I have been very happy with FedEx, especially compared to the other 2.

The most important suggestions I can make: 1. Always pick up at the local FedEx office. It would not have helped in your case. But over the years, I have found that MOST of the delivery mistakes were actually made by the driver or whomever packs the trucks for delivery. And keeping them at the FedEx office means they will not be bouncing around in a truck and will usually stay in a temperature controlled office awaiting pick up.

2. The other suggestion is that if something is amiss, please call the shipper FIRST, before contacting FedEx. If the shipper is experienced with FedEx, they will be aware of how the process works and may be able to accomplish something that you can't - unless you are also an experienced FedEx shipper. Also, 10 years ago when FedEx was first persuaded to allow reptile shipments, it was a hard won battle. They could change their minds again if they decide we are not worth their trouble. An experienced shipper will probably be able to get the best service while causing the least "ruffled feathers". Of course we want to demand acceptable service. But a recipient may be distraught and emotional compared to a shipper who knows how to deal with them. This is not to put down customers in any way. The fact is that a shipper should be considered a professional and should expect to see the package safely through the process until it is in the new owner's hands. The customer may never have shipped before and can't be expected to know all of the quirks of shipping live reptiles. I personally have emails from FedEx automatically sent to me at each stop. If it doesn't arrive on time to each point, I am the one who will be contacting both the customer and FedEx. IMO, that is the way shipping should be done.

Upon emailing the shipper, he said that he's never had anything like that happen before. And I usually have them shipped to the FedEx store, but seeing that my parents are out of town and I cannot drive, that would've been an issue. And about the bumpy-ness on the roads in the truck, I'm not sure how many places have this, but our FedEx Express truck is actually a little Mini Van! Haha. It's all climate controlled and I thought the idea of a delivery van was somewhat adorable. Hahah!

 

[smigon]

Maybe it wouldn't have helped much, but the person on the other end of the line had nothing to do with the mishap with the planes, you didn't need to berate her like that. Calmly explain the urgency and let her know it had nothing to do with her, it wasn't her fault, and you may have gotten not only your shipping refunded but they might have made an effort to get it on an earlier flight if available. SHE may not have been able to, but if you are calm and kind they could have involved a manager in the incident to further help you.

Unless the it is the person on the other end of the lines fault, being nice and kind to them goes a lot farther than raising your voice and hanging up in a rage.

I know you were excited about getting your snake, but things happen, and you have to roll with them sometimes, getting angry at someone who had nothing to do with your package besides work for the company's call center won't get you better treatment.

 

[HVani]

These snakes are tough. 2 day shipping is not the end of the world, especially if the shipper packed them well. In extreme conditions(overly cold/hot) then it adds some risk. But corns snakes are very hardy, especially an adult.

I also agree with the above poster. You get further with a bit of kindness and understanding.

Luckily everything turned out fine

 

[MissMaddieMoo]

Maybe it wouldn't have helped much, but the person on the other end of the line had nothing to do with the mishap with the planes, you didn't need to berate her like that. Calmly explain the urgency and let her know it had nothing to do with her, it wasn't her fault, and you may have gotten not only your shipping refunded but they might have made an effort to get it on an earlier flight if available. SHE may not have been able to, but if you are calm and kind they could have involved a manager in the incident to further help you.

Unless the it is the person on the other end of the lines fault, being nice and kind to them goes a lot farther than raising your voice and hanging up in a rage.

I know you were excited about getting your snake, but things happen, and you have to roll with them sometimes, getting angry at someone who had nothing to do with your package besides work for the company's call center won't get you better treatment.

I understand. The call went a little like this..
"Hello, I wanted to check where my package was that was supposed to be delivered via overnight priority."
"Can I have your tracking number and name?"
"12234595070294 (not really but you get it.)"
"It seems like your package arrived late at the hub after the connecting flight already departed. Your package will be delayed another day."
"Uhm. Well, I really need that package today... There's a live reptile inside and I'm concerned for it's well being."
"We will research the issue and give you a call back."
"alright... Thank you."

*3 hours later*
"Hello, Miss Smith. Unfortunately there is no way to get your package to you today."
"Oh lord. Are you serious?"
"Yes. I'm sorry m'mam. The case number is 1233445678 (again. Not really.)"
"Alright I guess. There's nothing you can do? Is there a way to get a refund on my overnight shipping because it wasn't actually shipped overnight?"
"Someone from customs could tell you that."
"K thanks." *hangs up flustered and worried*

 

[Aurora314]

I'm sorry to hear of your nightmare. My very hot climate here makes the thought of shipping errors that much more scary. I also agree with smigon. Most of the time, courtesy and patience, especially in the midst of a critical situation, gets better service. I'm glad to hear that your new arrival is safe and sound.

 

[kathylove]

I think any shipper who has been shipping for many years will have run across this problem at least OCCASIONALLY, although it is pretty rare. It becomes less traumatic if you have dealt with it before, and realize that if you packed properly, it is not likely to be a big problem. As Nanci said, it should be packed for delays - AND - I pack as though they will be playing football with the package, since I have read posts from people who work at FedEx and UPS, and they can be pretty rough. If packed correctly, and not subjected to really extreme temps, corns could stay in the box for several days with no noticeable ill effects - although I am sure there would be more stress the longer the trip.

I believe a lot of FedEx trucks are climate controlled these days. But I don't like to count on that. If a customer can't pick up at a FedEx center, I try to pick a date that they CAN do that, because I think it is really important. If that is impossible, I try to get them to have it delivered to their job or a friend's business. That is because drivers usually deliver to businesses first, and then do residential delivery. I usually "scare" customers into figuring out a way to do one or the other, since it is in the best interest of their new pet.

 

[Nanci]

I pick up the box before taping it and shake it. If anything moves even slightly, it's not packed tightly enough.

Another very important thing is to make sure heat packs don't/can't shift. I enclose mine in deli cups and then use empty deli cups as spacers. Just last year we (the forum, not me) saw a case where the heat pack got loose and ended up on top of the snake, which did not survive.

And ALWAYS test the corners of snake bags/pillowcases. Last year two snakes broke through the corner and got strangled.

 

[kathylove]

Out of a thousand or more shipments via airlines or FedEx type carriers over the years, I can only remember 3 deaths. Two were snakes to customers back when I shipped Airborne Express, before most people had Internet to track shipments more easily, and the customers were not there to receive the shipments. Instead of getting a signature as requested, the driver left them on a snowy porch. The other was when I was a novice shipper and let the heat pack get too close to the snake in the box, and overheated it. I think there might have been one more in the mid '90s when Airborne lost the whole shipment for a week. It has been too long to remember details.

The point is that I don't even remember a loss in the last 10 - 12 years (although it is possible that one has escaped my memory, lol). Nobody is perfect. But careful planning will really reduce the chances of calamity A LOT. And now it is so much easier to check weather along the route, to plan shipments to avoid extreme weather, and to check shipments several times during the transit. Even though I rarely experience shipping problems since using FedEx, I am always still nervous until the customer lets me know it has been opened and is safe and sound.

 

[MissMaddieMoo]

Out of a thousand or more shipments via airlines or FedEx type carriers over the years, I can only remember 3 deaths. Two were snakes to customers back when I shipped Airborne Express, before most people had Internet to track shipments more easily, and the customers were not there to receive the shipments. Instead of getting a signature as requested, the driver left them on a snowy porch. The other was when I was a novice shipper and let the heat pack get too close to the snake in the box, and overheated it. I think there might have been one more in the mid '90s when Airborne lost the whole shipment for a week. It has been too long to remember details.

The point is that I don't even remember a loss in the last 10 - 12 years (although it is possible that one has escaped my memory, lol). Nobody is perfect. But careful planning will really reduce the chances of calamity A LOT. And now it is so much easier to check weather along the route, to plan shipments to avoid extreme weather, and to check shipments several times during the transit. Even though I rarely experience shipping problems since using FedEx, I am always still nervous until the customer lets me know it has been opened and is safe and sound.

I am very fortunate because the hub where my package was sitting for an extra day had great weather. It was only 59-67 degrees!!
And I'm not sure if this herp breeder is new, but he said that he's never had any problems with FedEx before like this. So I'm not quite sure.
I'm sure my little guy (not really little, but you understand,lol) is happy being in his 35g long with a huge soaking dish to cool off in!

 

[gelshark]

A good breeder will ship the animals expecting there to be a delay, but hoping there won't be. I have not shipped out very many but did have one once get delayed by a day (there was some issue with the plane). The next day the lady I was shipping to was waiting by the door for FedEx to deliver her package, but she nodded off and when the package was left at her door she did not hear the knock. She woke up an hour or two afterwards and saw according to the tracking that the package had now been delivered and went to her porch to get it. It was a pretty cold day there, but the snakes in the box were just fine.

I think I can speak for most breeders that they worry even when things are on track for on time delivery. I remember getting my first snake (From Kathy Love) and she was watching the tracking and when it had got to the FedEx holding location she sent me an e-mail letting me know that the box had arrived and that I should go get it. I did not really feel that sense of urgency until I shipped out my first snake (and every other shipment since). It further concerns us when a shipment is delayed, but we do our best to prepare for those and thank goodness those instances are not relatively common.

As for getting a refund for the shipping, I've never had any of the shipping companies offer a refund or partial refund due to a delay in shipping. If anyone knows the trick I'd like to know, but I don't think that's really part of their business plan. My biggest frustration (not animal or snake related) was when I had to pay twice for overnight delivery with UPS because the first attempt was returned to me because I had used a box that had previously contained "Hazardous Materials" even though I had crossed off everywhere on the box and defaced every label that stated so.

Glad your little big guy is happy taking a dip in the pool.

 

[smigon]

Your two versions are very different, in the first you hung up "in a rage" after telling her off and that it "was unacceptable".

The second you were much more cordial, and said "all right, thank you".

I panicked and quickly told her that there was a live reptile inside the box and the reason I paid for overnight shipping was for the safety of the reptile inside the box and that this was absolutely unacceptable that I paid 70$ for overnight shipping when it was not even shipped to me overnight.

She apologized and said that there was nothing she could do for me, and that I'd just have to wait until tomorrow for the package to arrive.

I told her that this was unacceptable and that I expected a refund on the shipping for endangering the contents of my package. She then told me that she could not give me a refund because I did not get the live reptile secured with FedEx customs prior to shipping. In a rage, I hung up and immediately emailed Tierney Reptiles who assured me that they would try their hardest to get the cost of shipping refunded to me.

I understand. The call went a little like this..
"Hello, I wanted to check where my package was that was supposed to be delivered via overnight priority."
"Can I have your tracking number and name?"
"12234595070294 (not really but you get it.)"
"It seems like your package arrived late at the hub after the connecting flight already departed. Your package will be delayed another day."
"Uhm. Well, I really need that package today... There's a live reptile inside and I'm concerned for it's well being."
"We will research the issue and give you a call back."
"alright... Thank you."

*3 hours later*
"Hello, Miss Smith. Unfortunately there is no way to get your package to you today."
"Oh lord. Are you serious?"
"Yes. I'm sorry m'mam. The case number is 1233445678 (again. Not really.)"
"Alright I guess. There's nothing you can do? Is there a way to get a refund on my overnight shipping because it wasn't actually shipped overnight?"
"Someone from customs could tell you that."
"K thanks." *hangs up flustered and worried*

If you tell the truth you don't have to have a good memory. Just sayin'.

 

[Christen]

I am not sure if it has been stated yet or not but I thought I would add. I believe it states in our live shipper agreement that FedEx is not responsible for damage and delays. It is our responsibility to make sure the snakes are packaged in a way that they will be safe. If the breeder you bought from had a live gaurentee and the snake is dead then that is on them. It comes out of our own pocket, not FedEx. I can't think of one breeder that will refund shipping costs though since things due happen. Plane break down, storms happen, we just can't guarantee those things and neither can FedEx. So like Kathy said the best thing to do is contact the breeder with issues. It is part of our agreement that shipping fees will not be returned but with the breeders account they may be able to work something out.

 

[chris68]

Lesson learned, for everyone; let your shipper handle it. Technically until it is signed over to you, physically in your hands, it's not your package to deal with. Well packed snakes will travel two days generally with no issues, really depends as much as what is being shipped vs being packed correctly. Most shippers are willing to work something out with you, even if it's a sweet deal on something hatching later, or next year.

Corns are tough, and travel well, when packed right. Delays do happen, for a multitude of reasons. For those receiving who are nowhere near a fedex station it's just one more "hoop" the package has to jump thru to get to you. It is what it is. I have mine held at the airport when I can lol. It always surprises the clerk at the counter ("You're the only person the ever does that") but I know where and when they are at all times once they fly in to Baltimore. SHip out the same place; basically from the counter to the plane. I know everyone can't do this, but everyone does need to understand there are "hoops" lol that a package has to "jump thru" to pass Go, generally big ones, but doesn't mean it won't make you trip sometimes. Imperfect system, but 99+% of the time it works

Not picking on the OP; waiting for a package is always nerve-wracking. So is sending them.

 

[Nanci]

I think our contract says not responsible for deaths, (and so- don't bother to insure it) but I _do_ believe FedEx will reimburse for delays they cause (although I don't know if acts of God/nature are exempt).