FAQ

Changing or Canceling Orders

How can I make changes to an online order?
If you wish to change an order already placed, please contact us by calling Customer Service at 1-833-4MAZURI (1-833-462-9874, Option 2) as soon as possible. If your order has not been packed or shipped, we can work with you to determine the best way to handle your order change request. If your order has already shipped, we are unable to change, refund or exchange your product (please see Returns or Refunds below for additional information). Please note: Mazuri® cannot guarantee emailed requests will be received prior to product fulfillment and shipment.
What if my address is wrong?
Please verify your shipping address prior to completing your order. A $15 charge will be assessed for all shipments which require rerouting to a different address once they are en route.
How can I Amend or Cancel an online order?
If you wish to AMEND or CANCEL an order already placed, log into your MAZURI.COM account, click on your user name, then click My Orders.  All order history will appear on your screen. If the 'AMEND' or 'CANCEL' button next to your order is viewable, please cancel using the online cancelation feature.  If the 'AMEND' or 'CANCEL' button is not visable, please contact us by calling Customer Service at 1-833-4MAZURI (1-833-462-9874, Option 2) as soon as possible. A $15 cancellation fee will be assessed for any order that has already been picked for shipment. This fee will be deducted from your refund amount.  If your order has already shipped and is in route with UPS, we are unable to cancel or refund your order (please see Returns or Refunds below for additional information). Please note: Mazuri cannot guarantee emailed requests will be received prior to product fulfillment and shipment.
What is your return policy?
Your satisfaction is very important to the Mazuri team. We know exotic animal owners are busy, so we've created a 100 percent customer satisfaction guarantee. Simply contact our Customer Service Center by phone at 1-833-4MAZURI (1-833-462-9874, Option 2) within 30 days of delivery for assistance on processing refunds or replacements. And if a product does not perform satisfactorily, please contact our Customer Service Center within the shelf life or by the expiration date of the product purchased. Do not discard product until you are instructed to do so by the Mazuri team.

Please note:
We do not accept returns or offer refunds for items ordered incorrectly (quantity or product). And due to our manufacturing facility maintaining an FSSC 22000 certification, we are unable to accept product returned to the facility.

My Account

How do I make changes to my account?
Changing your account name, email or password is easy. Simply go into the “My Account” area. If you want to change your name or email address, click on “Edit Profile.” If you want to change your password, click on “Change Password.”  If you forgot your password, simply click the "Forgor Your Password?" link on the log in page.  For issues with your account, contact the Customer Service Center at 1-833-4MAZURI (1-833-462-9874 Option 1). 8:00 AM and 5:00 PM Central Time Monday through Friday (excluding weekends and holidays and facility closure dates).
How do I track and manage my purchases?
All orders placed through our website will receive an order confirmation email upon submission. This is your order invoice or receipt. If you placed an order and did not receive an email confirmation, contact our Customer Service Center at 1-833-4MAZURI (1-833-462-9874 Option 2).

 

Payments

What are my payment options?
Mazuri.com accepts Visa, MasterCard, Discover and PayPal. Currently we do not accept Purchase Orders, American Express, checks or any other form of payment. 
Why did I get the message "Your payment has NOT been authorized with your credit card. Please resubmit your order via www.mazuri.com." or "Your order has been declined."
This means that your credit card was declined by our account processor. Often this happens for one of the following reasons:
  1. When entering the credit card number a transposition of numbers occurs.
  2. The expiration month or year is not changed from the default month and year.
  3. The security code is input incorrectly.
What is a Security Code, CVV2 or CVN number?
This number is placed on your credit card by the card company for your security. It is a customer verification number from your bank card to prevent the fraudulent use of your account. The customer verification number is a non-embossed number located on your card that cannot be obtained easily by using an imprint of your card or simply copying down the account number. On a Visa, MasterCard or Discover card, this will be a three or four-digit number printed on the signature panel on the back of your card, immediately following the account number.
What about my privacy?
Mazuri.com understands that you care how information about you is used and shared, and we appreciate your trust that we will do so carefully and sensibly. View our privacy policy for a detailed explanation.
How do you keep my information secure?
Mazuri.com has security technology in place to protect your personal financial information. We require the use of secure browsers when you access our online services. Secure browsers allow protected communication with our Web site by encrypting the information between you and our site. We utilize Secure Socket Layer (SSL) technology, which converts sensitive information transmitted over the Internet between your computer's browser and our computer systems (such as your password and customer/user identification) into secure code that is highly unlikely to be read by unauthorized parties. For additional protection, our online applications have a timeout feature that automatically ends your session after a certain period of inactivity.

Shipping and Delivery

Does Mazuri Exotic Animal Nutrition ship to all states in the U.S.?
Yes. Mazuri will ship to any state within the United States. Sales tax, shipping and handling will be applied to your bill accordingly. A full street address is required for all shipments; PO boxes will not be accepted and shipment will be delayed.
How long will it take for my online order to be processed?
Mazuri will make every attempt to ship your order within one business day of receipt of your order. However, some products require lead times as noted in the product information area and will be shipped accordingly. For example: If you purchase a product on Monday and the posted lead time is three business days, the product will ship from our facility on Thursday. In addition, large orders may require additional lead time to manufacture. You will be notified of any delays in shipping.
What shipping options are available?
Ground: Shipping time is approximately five to seven business days after your order has been processed (weekends, traditional holidays and facility closure dates excluded).
2nd day: Shipping time is two business days after your order has been processed the business day after your order is placed (weekends, traditional holidays and facility closure dates excluded).
Next day: Shipping time is one business day after your order has been processed the business day after your order is placed (weekends, traditional holidays and facility closure dates excluded).
Freight: All orders over 200 pounds have the option to ship via LTL/Common Carrier. Processing and shipping time varies depending on location. Weekend delivery is not available.
Please note: While most orders are delivered within the specified time frames, some destinations may take longer. If additional delivery time is required, you will be notified via email. We cannot accommodate signature requests for delivery.  All UPS tracking numbers are emailed via UPS Quantum View after all orders are processed each day.
Does Mazuri Exotic Animal Nutrition ship online orders internationally?
No. Shipping to locations outside the United States is not available for orders placed via mazuri.com. Shipping to freight forwarders or other agents with the intent of exporting product from an online order is also not allowed. If you are outside the U.S., please see Where to Buy for more information about international ordering. Please note that in the European Union, Mazuri products are branded as NutraZu®. If you're unable to locate an agent that services your region, please contact our Product Customer Service Center at 1-833-4MAZURI (1-833-462-9874, Option 3). A team member will be happy to assist you.
How are shipping charges calculated for orders weighing less than 400 pounds?
Orders less than 400 pounds will be assessed a flat shipping charge based on the weight of the product (For Hawaii and Alaska, charges are based on UPS published rates to your destination ZIP code). All orders are shipped via UPS. Rates are subject to change without further notice.  All orders between 200 and 400 pounds will have the option to be shipped via LTL transit shipping.
How are shipping charges calculated for orders weighing more than 200 pounds?
Orders between 200 and 400 pounds will have the option of UPS or LTL shipping.  All orders over 400 pounds will be assessed a flat freight rate and shipped via LTL delivery. For orders greater than 200 pounds, we recommend contacting your local Mazuri/Purina dealer for pricing. All orders over 2,000 pounds must inquire for LTL delivery charges prior to placing an order. Please note that all LTL shipments are delivered on pallets. Customer must be prepared to unload and move pallets. If your presence is necessary for delivery, you will be contacted via email.
What if my order arrives in multiple shipments?
If a single warehouse cannot fill your order, it may arrive in multiple shipments at no additional shipping charge.

Tax Exempt Status

How can I get tax exempt status?
If you do not already have an account set up, please register as a new customer on this site. Next, provide your tax-exempt documentation via email (to info@mazuri.com) or fax (to 651-234-8505). Include your name, phone and email contact information as well as the name and email used for the account to be tax exempt. Please note: A copy of your tax exempt certificate or a completed state exemption form must be submitted. We cannot accept only your Tax ID Number. Accounts will be set up Monday through Friday from 8:30 a.m. to 4 p.m. Central Time except for traditional holidays. Please allow 24-48 hours to process your request. Please do not place an order until you have received confirmation that your account has been set up as tax exempt.
What should be included in seller portion of the certificate?
The seller portion of the certificate must be filled out with the following address:

PMI Nutrition International, LLC
505 N. 4th Street
Richmond, IN 47374
How will I know when my tax exempt status is approved?
Once your paperwork has been approved by accounting and your information input into the online system, you will be notified via email. You can then place your order with tax exempt status. 
Should I ask about tax exempt status before making an order?
Yes. All tax exempt customers must provide exemption certificates prior to placing an order with Mazuri.com. Please do not place an order until you have received confirmation that your account has been set up as tax exempt.
How do I make tax exempt orders on an ongoing basis?
After your paperwork is processed and approved, your account will be set up with the email address and password you choose. We will assign tax exempt status to this account, which means there is no need to input your tax ID during checkout. This login information should be used for all future orders. All tax information must be received and approval communicated with you prior to placing an order.