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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. I'm having issues with an Exotic Nutrition brand product...

Answers…

  1. How can I contact you?

    Message: Please use the Contact Us link at the bottom of the website.

    Phone: (757) 988-0301 (Monday - Friday 8:30 am - 4:00 pm ET)

     

  2. When will my order ship?

    Orders with expedited shipping services (3-day, 2-day or Next Day) placed before 2:00 pm ET Monday-Friday will ship the same day. Orders with standard or economy shipping service usually ship in 1-2 business days. Orders placed Friday-Sunday ship the next business day (Monday). Please see our Shipping Policy for more information. 

  3. Can I pick up my order?

    Yes! Although we do not have a retail storefront for shopping, we allow local customers to pick up orders at our shipping facility. To place your order by phone, call us during business hours at (757) 988-0301 ex 4. To place your order online, proceed to checkout, then for the shipping address enter: OFFICE PICK UP (instead of your street address). Any shipping charges will be refunded to you after pick up.

    You can leave special instructions requesting a specific pick up date/time. If you don't request a specific date/time we will call or email you when your order is available for pickup. Most orders need to be placed minimum 2 hours ahead of pickup to allow time for our team to prepare the order. Live mealworms orders are only available for pick up from 12-4 pm.

    In our effort to limit foot traffic in the building during COVID-19, please stay in your car upon arrival and call 757-988-0301 ex 4. We will bring the order to your car.

    Be sure to visit our local retailers- Pet Zone (Yorktown & Gloucester), Pet World (Newport News & Hampton), and Pet Paradise (Virginia Beach). 

  4. Do you accept returns?

    Yes, see full details and exemptions in our Return Policy. If your products were damaged or defective upon delivery, please refer to our Terms & Conditions policy.

    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 10% restocking fee. 

  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 insect distributors in the U.S., we source our dried insects from manufacturers abroad. The insects are all-natural and do not contain additives. Our products are inspected by the FDA, USDA, and US Fish & Wildlife when being imported to assure their quality and safety. Our dried insects 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 these great products 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, the package 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. I'm having issues with an Exotic Nutrition brand product...

    Exotic Nutrition products purchased on www.exoticnutrition.com, Amazon.com (ZooPro), or local pet stores 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 www.exoticnutrition.com, but please Contact Us about product questions or concerns and we will be happy to assist you!

    Customers of Chewy.com are directed to contact Chewy customer support regarding questions or complaints, thank you.

Exotic Nutrition
270 Enterprise Drive
Newport News, Virginia 23603

+ 757.988.0301

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