Frequently Asked Questions
How do I place an order?
Browse the shop, choose your size and count, and add items to your cart. At checkout, enter your ZIP code and we’ll show the delivery and pickup options available in your area.
Do I need an account to order?
No. You can check out as a guest. Creating an account lets you view past orders and find your order QR code any time.
Can I change or cancel my order?
Yes, up to 2 hours before your scheduled delivery or pickup time, with no penalty. Email orders@reptilefoodstore.com as early as possible.
What if an item sells out after I order?
We’ll contact you first by phone or email. You can choose an equivalent substitute, store credit, or a full refund for that item.
Do you offer bulk or large orders / pricing?
Not at this time. As our breeding grows, we plan to offer bulk pricing in the future.
Can customers place large or special orders?
Yes. Email your order to orders@reptilefoodstore.com and we’ll send you a personal quote.
Can I walk in and buy without ordering online?
Yes! Walk-ins are always welcome during store hours. You can also order online and pick up in store, ready 15 minutes after you order.
Do I need to be 18 to order?
Yes. You must be 18 or older to buy live animals or feeder items, or to create an account.
What areas do you deliver to?
We deliver to Dallas, Hiram and surrounding areas, including Douglasville, Lithia Springs, Austell, Mableton, Powder Springs, Marietta, Acworth and Kennesaw. Enter your ZIP code on our Delivery & Pickup page to see your options.
How does Core Local delivery work?
If you’re in 30157, 30132 or 30141, we offer on-demand delivery Tuesday to Sunday during store hours. Choose your delivery time at checkout, and your order arrives within about an hour of that time. The minimum order is $20.
What is a Hot Spot Meet-Up?
In our regional zones, you can meet your driver at a well-lit, camera-monitored QT location on your zone’s delivery day, during a 30-minute arrival window. It’s our lowest-cost option at $3.99, with a $25 minimum order.
How does Doorstep Delivery work?
In our regional zones, we deliver to your door on your zone’s delivery day between 4:00 PM and 7:30 PM. Doorstep delivery is $8.99, with a $45 minimum order. Spaces on each route are limited.
What is the order cutoff?
Regional orders close at 8:00 PM the night before your zone’s delivery day (Monday night for Tuesday, Tuesday night for Wednesday, Wednesday night for Thursday).
Do I need to be home?
Yes. Because live feeders and frozen items are sensitive, we never leave orders unattended. Someone must be present to receive the order in person. Your driver will knock and ring when they arrive.
What happens if I miss my delivery (also use for missed pickup)?
Your order returns to the store and a $5.00 restocking fee applies. You can reschedule once the fee is paid, or cancel for store credit minus the $5.00 fee.
Do you deliver in hot or cold weather?
Yes, we deliver year-round. Heat or cool packs are added when temperatures go above 90°F or below 40°F.
Can my delivery day change?
Regional runs need at least 3 orders. If a route has low volume, it may be adjusted, merged with a nearby route, or rescheduled, and we’ll contact you if that affects your order.
Can I tip my driver?
Yes. You can add a tip at checkout for regional deliveries, and 100% of tips go to your driver.
Do you ship outside your delivery area?
Not at this time. We offer local delivery and in-store pickup only. Shipping to other states may come later.
When can I pick up my order?
During store hours: Tuesday to Saturday 11 AM to 7 PM, and Sunday 11 AM to 4 PM. We’re closed on Mondays.
How soon will my order be ready?
Orders are ready 15 minutes after you place them. Same-day pickup is available.
What do I need to bring?
Show the QR code from your order confirmation email at the counter. Our team will scan it to pull up your order.
Can someone else pick up my order?
Yes. Anyone with your order QR code can collect it. We may ask for the name on the order.
What if I can’t make my pickup time?
Orders are held for 2 hours after your pickup time. If an order isn’t collected and no arrangement was made, the items are restocked and a $5.00 restock fee applies at pickup.
Are you closed on any holidays?
Yes. We’re closed on Thanksgiving Day, Christmas Day, New Year’s Day, Juneteenth and Independence Day.
Are your feeders sold as pets?
No. All live and frozen animals are sold strictly as reptile feed, not as companion pets.
How do I choose the right size feeder?
A common guide is to choose a feeder no wider than the space between your reptile’s eyes, or about the width of its body at the widest point for rodents. If you’re unsure, contact us and we’ll help you pick.
How should I store live insects when they arrive?
Keep them in a ventilated container at room temperature, away from direct sun, and provide food and moisture. Storage needs vary by species, so [check the product page or ask us].
How should I store and thaw frozen feeders?
Keep frozen feeders in the freezer until use. Thaw in the refrigerator, then bring to room temperature before feeding. Never microwave or refreeze thawed feeders.
Do you sell dried foods and diets?
Yes, we carry dried diets from brands like Repashy, Pangea, Mazuri and Reptilinks. You’ll find them under Dried Foods in the shop.
Can I request a product you don’t carry?
Yes, contact us with what you’re looking for and we’ll let you know if we can get it.
Do you guarantee live arrival?
Yes. Let insects warm at room temperature for 3 hours first, since cold can make them look dormant. If there’s still a problem, email us within 24 hours of delivery or pickup with your order number and clear photos. Verified claims get a replacement, store credit or refund. Please don’t throw the order away until your claim is verified.
What is the Live/Frozen Guarantee?
We stand behind every live and frozen feeder we deliver. The guarantee applies when someone is present to receive the order on the first delivery attempt. See our Delivery Terms & Live/Frozen Guarantee for full details.
What if there’s a problem with my order?
Contact us within [time limit, e.g. 2 hours] of delivery or pickup with your order number and a photo, and we’ll make it right.
Can I return live or frozen feeders?
No. Live feeders can’t be returned. Problems at hand-off are covered by our Live Arrival Guarantee.
Can I return dried foods?
Yes. Unopened dried foods can be returned within [7] days of purchase with your order number. Opened items can’t be returned for safety reasons. Email orders@reptilefoodstore.com to arrange a return.
What payment methods do you accept?
We accept major credit and debit cards, Apple Pay and Google Pay. All orders are paid online at checkout.
Is my payment information secure?
Yes. Payments are processed securely by Square, and we never see or store your full card number.
What is your refund policy?
See our Refund & Returns Policy for full details.
Is sales tax charged?
Yes. Georgia sales tax (currently 7%) is added at checkout on all in-state delivery and pickup orders.
Full care guides coming soon
Still have questions?
We’re happy to help. Reach out and we’ll get back to you as soon as we can.