ORDER FAQs
how long does it take for my order to be shipped?
Orders are processed within 1 to 3 business days (excluding holidays) after receiving the confirmation email. When your order has been shipped you will receive another notification that will include your tracking number.
Once your order has been shipped, we have no control over any delays your order may run into while in transit.
can i cancel my order?
Order cancellations can be done as long as your order has not been shipped.
do you offer returns or refunds?
You have up to 14 days after receiving your shipment to submit a return request.
Please refer to our Return & Refund Policy to see if you are eligible to submit a return request.
where is my order?
Once we have sent your order out, we do not have any control over any delays that may occur while in transit. Track your order here
SHIPPING & DELIVERY FAQs
what shipping carrier do you use?
Our selected shipping carriers are USPS and FedEx
how much does shipping cost?
Our shipping rates are determined by a zone calculator and zip code. We do not have control over shipping rates.
my order arrived damaged, what do I do?
If you received your shipment but it seems to have been damaged during transit, please contact us as soon as possible. We will file a claim with the shipping carrier.
Please keep in mind that many carriers will request photos of the damaged shipment or request you go to your local office with the shipment.
my order status shows delivered but I have not received it
Before reaching out to us please double-check with any members of your household to assure it was not misplaced. Carriers may also place your shipment in a safer location around your home. In some instances, shipments may show delivered but will be delivered the next day.
If 24 hours have passed and there is still no sign of your shipment reach out to us and we will help determine the location of it.
PRODUCT FAQs
after making a batch of food, how long is it good to feed?
A batch of food will stay good in the refrigerator for up to two weeks
need help making the perfect Repashy gel food?
We have some tips and three different methods that can help you
do i measure by weight or volume?
Measurements will need to be made by volume.
how do i store the product to maintain its freshness?
We often get asked about the best way to store our products to maintain maximum freshness. There are two enemies. Moisture and Temperature. Reptile rooms are often both hot AND humid. the best method is to store and use the products outside this environment. Refrigeration is great but it doesn't eliminate the opening and closing of your container in an environment that exposes it to humidity. Humidity is much more important than temperature. Often the container that is purchased will last 6-12 months, so the best method is to keep that container in a fridge, and then have a separate container that only contains a few weeks or a month's supply in your reptile area, that you can open every day or two. This keeps the bulk of your material unopened, dry, and cool all of the time and you are only exposing a few weeks' worth of it to heat and humidity. Even better yet is to follow this procedure and keep them both in the fridge. Storing gel foods after they are made is different. We recommend that you make what you will feed in a week's time and when refrigerating excess, that it be kept in the fridge in a vented container. This helps prevent condensation, which promotes bacterial and mold growth.