Biota shipping

[OceanSprayCranberry]

Not impressed with Biota’s shipping at all. Last week I got tired of having credit from a previous order and decided to just use it on a wysiwyg acro colony. Then I realized they don’t have free shipping over a certain amount anymore, so $50 of that credit went towards shipping.
I got the package yesterday and the stench from the box was horrendous. There we 2 heat packs in the box and the bag was sitting right on top of one of them. Tracking shows UPS picked it up at 2:26pm and didn’t leave Florida until 9:57pm. So this sat in 85 degree weather with 2 heat packs for 7hrs. So my $210 credit has turned into $110 credit after this guarantee request, not to mention time off work.

 

[OceanSprayCranberry]

Felicia from Biota reached out to resolve this issue.

 

[Biota_Marine]

Hey An,

Prior to your posting Felicia had emailed you mentioning we would be covering the shipping cost on your next shipment. Understandable we're also incredibly upset when our animals do not make the transit because the extra time and effort to bring a cultured animal to market at their perspective facilities.

Our team uses heat packs based on both the receiving location and the mid facility location (typically Lexington, KY) to determine number of heat packs. I believe in your area it was going down to the 20s at night and in Kentucky down to the 30s so the team used 2 heatpacks. We've done extensive testing at our facility with controllers and monitors to ensure the best success when shipping (number of heat packs, thickness of styros, water volume, ect.).

Since we use long term heat packs they generally do not get overwhelmingly hot like the short term even through extended stays in Florida the packages don't get too hot. We've had shipments returned to us after circulating around Florida distribution centers intended for colder climates return back to us with no issues.

Hopefully that solution is adequate, please let us know if we can help with anything else.

 

[OceanSprayCranberry]

Hey An,

Prior to your posting Felicia had emailed you mentioning we would be covering the shipping cost on your next shipment. Understandable we're also incredibly upset when our animals do not make the transit because the extra time and effort to bring a cultured animal to market at their perspective facilities.

Our team uses heat packs based on both the receiving location and the mid facility location (typically Lexington, KY) to determine number of heat packs. I believe in your area it was going down to the 20s at night and in Kentucky down to the 30s so the team used 2 heatpacks. We've done extensive testing at our facility with controllers and monitors to ensure the best success when shipping (number of heat packs, thickness of styros, water volume, ect.).

Since we use long term heat packs they generally do not get overwhelmingly hot like the short term even through extended stays in Florida the packages don't get too hot. We've had shipments returned to us after circulating around Florida distribution centers intended for colder climates return back to us with no issues.

Hopefully that solution is adequate, please let us know if we can help with anything else.

My apologies for not checking my email. I looked shortly after posting. I appreciate you guys reaching out.