FedEx Shipping Delay!!!

[SWDK]

I have 3 snakes getting shipped to me from Texas and to be delivered by 10:30am this morning. Been tracking the package and there are no updates since 4:19am in Memphis, TN. I called FedEx to get an update and they told me the plane broke down and my package is stuck in Tennessee and will most likely be delivered tomorrow. I changed my work schedule to be home for delivery today and I won't be available tomorrow to receive the shipment.

It's supposed to be 96 degrees in Memphis today. The shipper did put a cool pack in, but that won't hold for more than 12-14 hours. I think they'll probably die being in that type of heat for that long with no water.

The person at FedEx didn't care at all about the live animals and just fed me standard policy and procedure answers. I'm so upset right now and there is absolutely nothing I can do to help resolve the issue. I'm going to be out a lot of money.

[macandchz]

that is a real shame about your snakes. maybe everything will work out alright .are they insured in some way?

[SWDK]

I can only assume the shipper insured them, but I don't know for sure. I did email him to update the situation. Waiting for a response.

[Minkness]

Oh man...that REALLY sucks....I dunno what you donfor work, but maybe you could go in today anyway and take half the day off tomorrow?

[Magdalen]

I know it's not much but talk to FedEx about getting a refund for your shipment. They are at fault here so you should get your money back for that bit. And hopefully the snakes will be ok.

[EL Ziggy]

Fingers crossed that your critters are ok SWDK.

[SWDK]

Thanks for everyone's concern. The seller did insure the shipment for full value so that's one positive note. As per my last conversation at 11:00am with FedEx, they will not reimburse for shipping costs because they don't guts tee anythjng on live animals. Ship Your Reptiles contracts through FedEx and is supposed to assume all that type of liability. I think that's bad business practice because FedEx is the carrier who took on the shipment. The only small chance I have at getting them today is if they arrive at my local FedEx sort facility before 8pm then I can pick them up. But that is a very small chance as FedEx has no clue if they'll make it to PA today. The snakes have been sitting on the plane since 4:19am and that's where they remain for now.

[sattva]

Wow Dude! Thats a huge bummer... Just to give you some hope, 96* isn't that bad, and a snake can go a long while without water... a big plane may not be that bad, but a hot truck might be a different story... So there is hope here my friend... Keep your fingers crossed!

[SWDK]

Here's an email forwarded to me from the shipper and his correspondence with SYR.

From: Katie Hnatik <katie@shipyourreptiles.com>
Sent: Tuesday, July 26, 2016 9:58 AM
To: j brad lichtenhan
Subject: Re: Fw: David Koval sent you $240.00 USD

Hi Brad,

I'm sorry for the delay with this shipment. I called FedEx regarding your package going to David. They confirmed that it has been delayed due to a mechanical issue with the plane and that it will not arrive in PA in time for delivery today but will be delivered by 10:30 tomorrow morning.

They do have noted that there is a live reptile in this package and that delivery needs to be completed as soon as possible.

Because of the high volume of shipments that we do, we see a hand full of packages each week that get delayed by 24 hours. As long as the animals are packaged according to our guidelines, it is rare to see a DOA, even with a 24 hour delay. While the package is at the Memphis hub, it will be held either inside the building or will be loaded inside the belly of a plane. The temperatures in both of those locations are controlled.

If David will not be home tomorrow to receive the package, I would recommend having it held for pickup at the FedEx hub. It will arrive at the hub early in the morning and will be held inside where temperatures are controlled until he picks it up.

The closest FedEx hub to David's zip code is-

FedEx Ship Center
1000 Sathers Dr
Pittston, PA 18640

That location is open from 9:00am-8:00pm. If you would like to have the package held at this location, please let me know and I will make that request with FedEx.

Please be aware that FedEx does not provide refunds for live shipments for any reason. When you go through their certification process to be approved for live shipping, they require that you sign a waiver stating that you understand that there are no refunds available for live shipments. That is why we offer SYR On-Time and Live Arrival Insurance.

Because you purchased ShipYourReptiles On-Time and Live Arrival Insurance for this shipment, this will be a valid late delivery claim with us. To file a claim, you will need to contact us once the package is delivered to let us know how the animal is. If the animal arrives alive, we will refund your full shipping cost. In the event of a DOA, you will need to contact us within 4 hours of delivery. If we have the package held for pickup at the hub location, you will need to contact us within 4 hours of the package being available for pickup at the hub. If a DOA claim is filed, we will need to have photos emailed to us within 8 hours of delivery. You can read more about this at FAQ - How do I file an SYR Insurance Claim?

Anytime you have a delayed package, we encourage you to contact us directly rather than FedEx. When you call FedEx, you talk with a regular FedEx employee. They may or may not be familiar with live shipping. If you contact us, we will contact our team at FedEx that is familiar with our account and with live shipping. We will work with FedEx and with you to limit any further delays.

I did notice that your package was dropped off at a FedEx Office location and your daytime high temperature in Austin yesterday was 99 degrees. Please remember that anytime the daytime high temperature where you are shipping from is 92 degrees or higher, packages should be dropped of at a FedEx hub location (not a FedEx Office) after 5:00pm. When you drop off at a FedEx Office or any location other than a hub, it is similar to having the package picked up. Packages are transported by truck from the FedEx Office location to the FedEx hub. When the daytime high is 92 degrees or higher, you want to make sure that the package does not go onto a FedEx truck since the temperatures on them are not controlled. You can read more about this at - SYR Temperature Guidelines.

Again, I'm sorry for the delay with this shipment and the inconvenience it has caused. Please let me know if you would like to have the package held for pickup at the FedEx hub location or if you have any questions.

Thank you,

Katie
Ship Your Reptiles
Ship Your Aquatics
303-730-2125

[sattva]

Dude! You need to call in work, with a family emergency, and go grab your new babies!

[Cameron656]

i appreciate your work thanks for sharing the great stuff.Very Nice Blog Good Job

[pet_snake_78]

This can happen sometimes but the good news is the animals should be fine. I would have them held at the ship center and take enough time off work to go get them. You can say family emergency or whatever if you're not comfortable telling your employer it's for an animal or just say it's an emergency vet visit lol In any event, if you let them sit on your porch and die, I do not think the package insurance will be valid and that would be quite heartless IMO. I usually use one or more phase 22 packs and they should last 48 hours no problems, at 24 hours mine have all been 75+ percent solid as far as I know. I don't have any experience with cold packs but it doesn't seem like they would last as long.

[SWDK]

My brother is off work tomorrow and said he will come to my house and wait for them to get delivered. Then he will open the package while taking a video with his phone just in case. I have 3 quarantine tubs ready for them so he can put them in and add fresh water to their bowls. They're in New Jersey now so at least they're close to PA.

[sattva]

It sounds like they might be ok! Keep us posted...

[dave himself]

Fingers and toes crossed for you Dave keep us updated hopefully this will have a happy ending