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Frequently Asked Questions

  1. How can I contact you?
  2. When will my order ship?
  3. Can I pick up my order?
  4. Do you accept returns?
  5. Do you sell any live animals?
  6. Are your mealworms locally sourced?
  7. How are Exotic Nutrition mealworms dried?
  8. What happens if I don't get my package?
  9. If I'm having issues with an Exotic Nutrition brand product I bought from a pet store or other third party seller, and not from exoticnutrition.com, can you still help me?

Answers…

  1. How can I contact you?

    Our customer service representatives are happy to address any questions or concerns you may have. Please use the Contact Us link at the bottom of the website or the forum found at the bottom of the homepage. Additional contact information can be found on the About Us page located below. 

  2. When will my order ship?

    Your order will ship depending on the shipping method selected at checkout. Next Day or 2-Day service orders placed before 2:00pm EST Monday-Friday will ship the same day. Most orders placed Monday-Thursday ship the same or next day while orders placed Friday-Sunday ship the next business day (Monday). Orders are processed 7 days a week, but our carriers only pick up packages Monday through Friday. Please see our Shipping Policy for more information. 

  3. Can I pick up my order?

    Yes! Although we do not have a retail storefront, we allow local customers to save on shipping cost by picking up at our office & warehouse location. Please proceed to checkout normally, choosing Economy Ground shipping and type in the comment box at checkout "DO NOT SHIP. WILL PICKUP FROM WAREHOUSE." Any shipping charges will be refunded from our end and we will contact you when your order is available for pickup at the following location:

    Exotic Nutrition

    270 Enterprise Drive

    Newport News, Virginia 23603  

  4. Do you accept returns?

    If you are not completely satisfied with your order you are welcome to return products within 30-days, exclusions apply. Products returned in new condition will be refunded or credited for the full price* of the product. If your products were damaged or defective upon delivery, please refer to our Terms & Conditions policy.

    Products that are opened but in new condition are eligible for store credit, excluding samples (packages of food under 1.5 lb.). "Opened" is defined as any product with the original seal compromised. Food products will be weighed and issued store credit upon return. Samples and products that have been used are nonrefundable. 

    Exclusions- Products not eligible for return: live mealworms, moist foods, opened jar or canned foods, melted yogurt products, Elimina, Kage Kleen, travel carriers or bags, books.

    *Cages must be returned in their original boxes and are subject to a 15% restocking fee. See full details and exemptions in our Return Policy.

  5. Do you sell any live animals?

    Here at Exotic Nutrition we focus our time, research, and energy into manufacturing and distributing the highest quality pet supplies available on the market. We are not in the breeding business nor do we sell pets, but we’d be happy to provide some information to help start your search. If you haven’t already, be sure to do plenty of research before getting an exotic pet, then Contact Us directly for more information about finding a pet store, breeder, or surrender near you.

  6. Are your mealworms locally sourced?

    Our live mealworms are raised in the USA and sourced from responsible growers. Our worms are fed wheat bran and fresh vegetables that are naturally rich in vitamins. We leave the choice of adding artificial vitamins and minerals up to the customer at home.

    Similar to a great majority (about 99%) of dried mealworm distributors in the U.S., we source our dried mealworms from manufacturers in China. The mealworms are all-natural and do not contain dangerous additives such as formaldehyde or melamine. Our products are regularly inspected by the FDA, USDA, and US Fish & Wildlife when being imported to assure their quality and safety. Our dried mealworms are fed by thousands of U.S. customers every year and are a great source of protein for bluebirds, chickens, sugar gliders, and all other insectivores. Importing from a larger manufacturer also allows our customers to enjoy this great product at a very affordable price!

  7. How are Exotic Nutrition mealworms dried?

    Mealworms can be dried three different ways – freeze-dried, roast-dried (industrial microwave), or sun-dried. The benefits of the three drying methods are all the same - easy storage (no refrigeration needed), longer shelf-life (1+ yr), they won’t crawl out of feeders, they float on water, good palatability (easy digesting and absorbing), all while loss of nutrients from drying is incalculably minute. The differences of the three drying methods are time and cost. Some people believe freeze-dried mealworms rehydrate better than roast-dried or sun-dried mealworms. Freeze-drying is a bit more expensive than other methods, which is why freeze-dried mealworms cost 2x more than regular dried mealworms. If a supplier is offering freeze-dried mealworms for the same price as regular dried mealworms, that should be raising flags. While sun-drying mealworms is the cheapest method, it takes around 2-3 days, and needs to be done outdoors during suitable weather. This may cause the possible higher dust and foreign materials mixed, which is why it is the least common drying method. Like the 99% of dried mealworm suppliers in the U.S., Exotic Nutrition dried mealworms are roast-dried because it does not have the negative qualities of other methods (not costly, not time consuming, no foreign materials).

  8. What happens if I don't get my package?

    If a package is not delivered after 15 days in transit, with tracking information confirming that the package was not delivered, we will file a claim for the lost package before reshipping a replacement package. A replacement package can not be sent until this 15 day period has passed. A great majority of the time when the package is delayed in delivery, at an unknown location, misplaced during transit, tracking is not updating, etc. the package is at a distribution center or in a carrier truck and will continue in transit to be delivered within a few days.

    If tracking states that a package is delivered but the recipient didn't receive the package, it may be stolen. We do not accept responsibility of stolen packages- these are at the fault of the recipients unsecure delivery location. Signature service is available upon request to prevent package theft. We do not offer refunds for lost or stolen packages.

  9. If I'm having issues with an Exotic Nutrition brand product I bought from a pet store or other third party seller, and not from exoticnutrition.com, can you still help me?

    Yes! Exotic Nutrition products sold by verified distributors are covered under our terms (with proof of purchase). As the manufacturer, we prefer customers contact us directly about issues. We can not issue refunds for products that were not purchased directly from exoticnutrition.com, but please Contact Us about product questions or concerns and we will be happy to assist you!

Exotic Nutrition
270 Enterprise Drive
Newport News, Virginia 23603

+ 757.988.0301

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