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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. What happens if I don't get my package?
  8. I'm having issues with an Exotic Nutrition brand product...

Answers…

  1. How can I contact you?

    Contact Us online or call our office during business hours at (757) 988-0301 (Monday - Friday 8:30 am - 4:00 pm ET)

     

  2. When will my order ship?

    Domestic retail orders typically ship the same or next business day, international orders are typically shipped within 1-3 business days (Monday through Friday). Shipping times are calculated by business days (excluding weekends and holidays). Please see our Shipping Policy for more information for information regarding transit and delivery times.

  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?

    Most products that are unopened and in new condition can be returned for a refund, 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.

    Exclusionstravel carriers (cages, carriers, bags), replacement cage parts (trays), perishable products (live mealworms, opened jarred, canned, or preserved foods), heating accessories (bulbs, lamps, rocks, pads), melted yogurt products, books, Elimina, and Kage Kleen are not eligible for return.

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

    If your package is not delivered please reach out to our customer support team so that we can file a trace or claim for the lost package as per the carriers terms.

    Once a package is marked as delivered, it is considered outside of the shippers responsibility. Signature service is available to prevent package theft. Read our full Terms & Conditions for more information.

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

    Exotic Nutrition products purchased on www.exoticnutrition.com, Amazon (ZooPro), or local pet stores are covered under our Terms & Conditions 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!

    Product purchased directly from Amazon (FBA) or Chewy are directed to contact the respective marketplace customer support regarding questions or complaints, thank you.

Exotic Nutrition
270 Enterprise Drive
Newport News, Virginia 23603

+ 757.988.0301

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