Shipping Exception! What to do?

All of my incoming orders are hold at facility. Out going orders, I urge the buyer to do the same, but will ship as they ask. The reason I said talk to the buyer before making a decision on the TOS is that things sometimes do happen. What if there was a medical emergency with their child or other event out of their control? In that case, I would probably do something beyond my TOS (provided there was some type of proof and there were no games being played). However, if the answer is just "I couldn't wait around any longer," then I'd stick to my TOS.

Why bother with a TOS if you're not going to stick to it?

Whatever the problem was, it wasn't yours.

I MIGHT work with the buyer, but I might not. Probably not if it's just a matter of them dropping the ball and not having anyone there to sign.

Well I have fantastic news. After the buyers wife got home she got in contact with FedEx and they were able to get them redelivered and they were all in great shape. Makes things so much easier. I wish that they would have been accepted on first delivery but I'll take being delivered alive and healthy even if late. Always scary when having to ship snakes. Just so many issues and problems that can arise. This experience will definitely make me make sure that the buyer is fully aware of everything that is going on and that they will be there for delivery. I wouldn't be surprised if someday down the road there is a problem due to whatever can happen but I am super happy that it wasn't today. Now I don't have to be a "mean" guy and say too bad they were DOA due to their poor planning. The buyer on the upside is really happy with his animals so that is a big plus. :)

I ship direct signature requested or hold at hub. If the customer knowing isn't available to except the animals then that's on them.

Just an FYI for everyone, I called FedEx headquarters and got a specialist on the phone who assured me that FedEx does not knowingly or willingly accept the 'hold at hub' option for any live animal or even any perishable item for that matter.

I had to get a specialist to tell me this because the first several people I talked to didn't give me a satisfying answer. I told the specialist that I was fairly sure that this was common practice and he double checked and told me that he was 100% certain that it was against FedEx policy.

Then I said, 'what happens if someone sends a perishable package to a hub location' and he said the person at FedEx who TAKES the package from the shipper is failing at their job. They are not supposed to accept perishable packages if the destination is a hub. If it slips through the cracks they don't return to the sender, but it's not meant to make it that far.

Tequnically shipping them to a person and not a business is also against the terms of service..So yea.

Hehe... good to know lol

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Originally Posted by All Balled Up

Well I have fantastic news. After the buyers wife got home she got in contact with FedEx and they were able to get them redelivered and they were all in great shape. Makes things so much easier. I wish that they would have been accepted on first delivery but I'll take being delivered alive and healthy even if late. Always scary when having to ship snakes. Just so many issues and problems that can arise. This experience will definitely make me make sure that the buyer is fully aware of everything that is going on and that they will be there for delivery. I wouldn't be surprised if someday down the road there is a problem due to whatever can happen but I am super happy that it wasn't today. Now I don't have to be a "mean" guy and say too bad they were DOA due to their poor planning. The buyer on the upside is really happy with his animals so that is a big plus. :)

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Glad it worked out for you. It is always nice to hear happy endings.

Tell me about it! I ordered a snake and I was intensely waiting at the couch next to the door and only checked when I heard a truck outside. That should really be fixed by Fed Ex IMO

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Originally Posted by Freakie_frog

Tequnically shipping them to a person and not a business is also against the terms of service..So yea.

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It is allowed if through SYR, because they have a special arrangement with FedEx, and they have an extra slip to print out and stick on the box if you are doing this, so that if FedEx has an issue, they can discuss it with Andy at SYR and their FedEx rep.

As for being held at the hub, it can ONLY be sent to FedEx Staffed, FedEx World Service Centers, not any location that is a FedEx Kinko's/FedEx Office or Office Max. There are far fewer of these locations than kinkos/office, but they do exist, and I prefer them to ship to. Ask the buyer to go to the location and pick up when they open, rather than waiting for it to arrive at a house.