This is rather timely in that I am mulling over rewording my guarantee for this very same reason.
Basically people are buying animals like they think they are toaster ovens. Of course when you take your toaster out of the box, put in the bread and press the button and it doesn't toast, it would be defective.
But suppose the toaster had it's own mind? It could DECIDE not to toast because it didn't like you standing nearby, or didn't like being on the counter next to the can opener, or it was too hot, or too cold, or any other number of reasons? And it did not TELL you why it would not toast, YOU would have to figure it out.
This is what we go through every year shipping out animals. When the wife and I get home from a show, for the next day whenever the phone rings, we look at each other and shout "My snake won't eat!". Of course most of the calls are not about that, but it's now an inside joke between us.
Truth is, yes, some snakes will stop eating, and apparently for no discernible reason. At least any reason that is discernible by you, but probably quite a big deal for the snake.
I have had snakes that stopped eating when I put a hide box in their cage. They resumed feeding when it was removed.
I have had to freeze up a bunch of my own pinky mice for one reason or another. I also buy LOTS of frozen pinkies from Cajun Mice. Put in a Cajun pinky and they will eat it right away. Put in one of my own stock, and they don't even know it's there. And visa versa.
Any snake can decide to stop eating after ANY meal. Most will resume if you find out what it is that made it stop eating.
Often it can be nothing more than doing something slightly different to 'kick start' it back on track. Some will not resume, regardless of how well they were feeding beforehand. Deciding that they want something you cannot provide, or just deciding to go suicidal will often have the same result.
So here's the point of this: How can I guarantee something like this when many times it is the new environment the animal was placed in, the different husbandry techniques the new owner is using, or something in it's own mind just told it that it doesn't want to eat what it is now being offered?
I guarantee my animals for one month after delivery for HEALTH. The problem is that feeding is not often an indication of a health problem as the root of refusal to feed. Certainly if it does not eat, for whatever the reason, it will BECOME a health issue, but if it is because the animal was being kept in an environment that was too cold or every waking moment that snake had human eyes staring at it and was scared to death, where does my responsibility end?
Fortunately, this happens far less times than not, so it's not a real big issue, but it usually happens at the time of year when I am the busiest. Every minor problem just takes away time from things that are very pressing, and this needs to be at least addressed to make the purchasers aware of what they are getting into.
I only send out animals that have fed for me multiple times unless there is a special circumstance that the purchaser has specifically requested. I do not believe it is in my long term best interests to send out animals that I know the buyer will have problems with.
My policy specifically states that I will replace animals that suffer a health related problem within 30 days of receipt. This requires the purchaser to return the animal, at their expense, and I will ship a replacement, also at their expense. This was for a reason. I WANT the purchasers to make their best effort to resolving the problem themselves. If the return policy is too easy, then they will make no effort whatsoever to try to figure out what they may be doing wrong.
Now this does sound a bit harsh, but I believe it has to be. Firstly, if someone buys a $25 Okeetee corn and it won't feed, for me to pay for shipping back to me and then for the replacement to the customer would cost me far more than the animal is worth. I can only recall a couple of instances where I have had to deal with a situation where a return and/or replacement was the only way to resolve the problem. In reality, the attitude of the customer will dictate how I respond. 99 percent of the time, I will send a replacement without the return of the original animal as long as the customer pays the shipping. In instances where animals were to show up dead (this happened to me in one group of shipments I tried via 2nd day service) the entire expense is on my head.
Yeah, I expect some people are going to flame on in here about my policy, but I have my reasons for it. How about this as an example:
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Subject: SerpenCo Order Form
Date: Thu, 30 Aug 2001 11:43:43 -0500
From: (Jennifer X)
Reply-To:
To:
serpenco@serpenco.com
Comments:
The butter corn hatchling you gave me died. Could you send me a replacement for male buttercorn. I would like
a male butter corn hatchling to replace the one that died. Will be or do I have to pay it for. If I have to
pay for it then use the visa numers below. Please let me know as soon as possible.
================================================== =============
Subject: Please send another replacement male butter same age as the second one you sent
Date: Sun, 23 Sep 2001 00:47:58 EDT
From: x
To: <rich@serpenco.com>
To Whom It May Concern:Rich
This is Jennifer e-mailing, I seem to be having problems with the butter corn you sent me. Could you
please send me a replacement same age as the second one you sent. Since both didn't make it, could you pay for
the shipping. My address is XXXXX please get back to me and let me know is
this is possible, or you can use the same Visa numbers, i gave you before with the card that expires on XX\XX
but i would prefer if you could take care of the shipping or just send the replacement free of charge.
Jennifer X
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Subject: Have one your snakes ever ripped a couple layers of skin off
Date: Tue, 25 Sep 2001 22:24:36 EDT
From: X
To: <rich@serpenco.com>
TO Whom IT May Concern:Rich
This is Jennifer e-mailing you. I have question to ask you. Have one of your snakes ever managed to rip some
skin off that it left a red open area. The one butter corn that i have did. I have been applying hydrogen
peroxcide to the open area, i need to know if there is anything else should be applied. I am curious are
butter corns man made or not? Please get back to me as soon as possible and let me know what I should be
treating his open area with.
Jennifer X
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Subject: SerpenCo Order Form
Date: Mon, 26 Nov 2001 01<img src="http://www.faunaclassifieds.com/iB_html/non-cgi/emoticons/wow.gif" border="0" valign="absmiddle" alt=':0'>3:29 -0600
From: (Jennifer X)
Reply-To:
To:
serpenco@serpenco.com
Comments:
This is a 29% deposit for a male candycane when they are born next year. I will pay the other half when it
comes time to ship him. The first butter corn you sent unfortunately didn't make it. He died a day or two ago
and right now I am keeping a constant on the replacement that you sent you. Can you tell me if butter corns
are problem feeders and hybrids, I need to know if they are the weaker type of cornsnake. Please get back to
me as soon as possible and let me know.
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Please note the inconsistent account of the Butter Corns. I checked around and found I wasn't the only one this has happened to.
Bear in mind, that in the first instance, I sent her a replacement without the return of the original animal. This has been my normal method of replacement. But the benefit of strict policies is that I do not have to follow them myself. But I can fall back on them if I do not get a good feeling about what is going on or I think the animal may just be better off being back with me. I handle each situation on a case by case basis. And in all instances I try to be as fair as humanly possible in the overall picture.