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Remember your working with a large corporation that until a few weeks ago it was against policy and the shippers doing it with permission were extremely rare. Reptiles are going to be a minor issue to most mainstream employees and they may not even pay attention to a memo handed down (if one was) covering this.
Persistence is the name of the game here. Just keep calmly pushing for what you want. Take what they give you and then calmly come back again.
My recommendation is to get the signed paperwork. Give one person a chance to get it for you. If they don't then call their toll free number. Explain you are getting no where and need that person's supervisor. Repeat until you have it. Pretty soon someone is going to get tired of their employees not following up properly.
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