Refund & Returns Policy
Last updated: October 2026
Live and frozen feeders
Live insects and frozen feeders cannot be returned or refunded once delivered or picked up, due to strict bio-security standards and the safety risks of thawing and perishability. Problems with live feeders are handled only under our Live Arrival Guarantee, after photo verification.
Live Arrival Guarantee claims
- Allow live insects to warm at room temperature for at least 3 hours before reporting them as dead on arrival.
- Report the problem within 24 hours of delivery or pickup to orders@reptilefoodstore.com, with your order number and clear photos.
- Verified claims receive a replacement, store credit or refund.
- Do not throw away the order before your claim is verified. Refunds, credits or replacements will not be issued for orders discarded before photo verification.
Cancellations and changes
Orders can be cancelled or changed without penalty up to 2 hours before the scheduled delivery or pickup time. Contact us as early as possible at orders@reptilefoodstore.com to avoid restocking fees.
Missed pickups and failed deliveries
If a scheduled pickup or delivery is missed, a $5.00 restocking fee applies. The order can be rescheduled once the $5.00 fee is paid, or cancelled for store credit minus the $5.00 fee.
Out-of-stock items
If an item goes out of stock after you order, we’ll contact you first by phone or email. You can choose an equivalent substitute, store credit, or a full refund for the unavailable item.
Dried foods and supplies
Unopened dried foods can be returned within [7 days, TO CONFIRM] of purchase with your order number. Opened items cannot be returned for safety reasons.
Fees and tips
- The $5.00 restocking fee is non-refundable.
- Delivery fees are refunded only if we cancel or can’t complete your delivery.
- Driver tips go 100% to the driver and are refunded only if the delivery is cancelled.
How refunds are paid
Approved refunds go back to your original payment method. The time it takes to appear depends on your bank.