Refund policy

Last updated: September 3, 2026

At Reptile Feeder Insects, we sell living animals as well as non-live products. Those two types of orders require different policies.

Live feeder insects are covered by our Live Arrival Guarantee and cannot be returned. Eligible non-live merchandise is covered by our standard return policy. How orders are shipped and received is set out in our Shipping Policy.

This policy is organized in three parts:

Live feeder insects and the Live Arrival Guarantee
Non-live merchandise returns
Damaged, defective or incorrect non-live merchandise

1. Live Feeder Insects

Live Arrival Guarantee

We take care in packing live insects for safe arrival. Because live insects are living organisms, a small amount of loss during shipping can occasionally occur and does not necessarily constitute a failed shipment.

If your order arrives with significant loss, contact us at service@reptilefeederinsects.com within one hour of delivery.

Live-arrival claims must be submitted within one hour of the carrier's recorded delivery time. Claims received after the one-hour period may not qualify for coverage under the Live Arrival Guarantee.

Live feeders begin to decline quickly once a shipment sits unopened. Temperature is part of it, but so is confinement — insects held in a closed shipping container, without ventilation, food or room to spread out, begin dying within about an hour of arrival whatever the weather is doing. The short claim window means the condition we are asked to evaluate is the condition your order actually arrived in, rather than the result of a package left sitting.

Please plan to be available to receive your order on the delivery day, or arrange with the carrier to hold the package for same-day pickup. Tracking is provided so you can anticipate delivery. Open your package as soon as it arrives, in shade rather than direct sun.

If your feeders are cold and sluggish rather than clearly dead, say so when you contact us. Temperature-stressed insects often look dead and are not, and we would rather you open a claim inside the window and let us determine the right outcome afterwards than wait and miss it.

The initial claim must include the order number and clear photographs showing the affected live insects and the condition of the shipment and packaging. We may request additional photographs or information necessary to evaluate the claim.

Please retain the affected feeders and packaging until we have reviewed the claim, in case additional photographs are needed. Do not mail dead or affected feeder insects back to us.

Conditions

Our Live Arrival Guarantee applies when:

The order was shipped to the complete and correct address provided at checkout.
The package was accepted on the carrier's first delivery attempt, when a delivery attempt is required.
The package was retrieved promptly after delivery.
The feeders were handled according to appropriate care instructions after arrival, including allowing temperature-stressed insects a short time to warm gradually before concluding that they have died. Where that assessment is not complete within the claim period, the claim should still be reported inside the window and noted as such. See Receiving Live Feeders.
A qualifying loss is reported within the claim period described above.
The information and photographs necessary to evaluate the claim are provided.

Approved Live Arrival Claims

Approved claims are handled on a case-by-case basis. Depending on the circumstances, Reptile Feeder Insects may, at its discretion, provide replacement insects, store credit, a refund for the affected insects, or another appropriate resolution.

Submission of a claim does not automatically qualify an order for replacement, credit, or refund.

Shipping charges are non-refundable unless otherwise determined by us.

Reptile Feeder Insects reserves the right to deny claims that cannot be reasonably verified or that show a pattern of repeated or suspected misuse of the Live Arrival Guarantee.

The Live Arrival Guarantee applies specifically to live feeder insects. Live insects are not treated as damaged or defective merchandise under our non-live product return policy.

Carrier Delays

An unexpected carrier delay does not automatically cancel an otherwise qualifying Live Arrival Guarantee claim.

We cannot guarantee carrier delivery times, but we also do not believe a customer should automatically lose live-arrival protection solely because the carrier experienced an unexpected delay after accepting the shipment.

Returns — Live Feeder Insects

All live feeder insect sales are final.

Live insects cannot be physically returned or exchanged. This protects animal welfare and prevents insects that have left our care from being introduced back into our colonies.

If there is a problem with a live feeder order, do not return it. Use the Live Arrival Guarantee process above.

Ordering the wrong species, size, count, or quantity does not qualify as a live-arrival claim. Please review our Feeder Size Guide and Feeding Guides before ordering if you are unsure which feeder or size is appropriate.

Natural Variation in Live Feeders

Live insects naturally vary. Color, exact size, activity level, and appearance may differ somewhat between individual insects even within the same commercial size category.

We sort feeders according to our published size ranges, but natural variation within those ranges is expected and is not considered a defect.

2. Non-Live Merchandise Returns

Eligible non-live merchandise may be returned within 30 days of delivery.

To qualify for a standard return, the item must generally be:

Unused
In its original condition
In its original packaging
Complete with included parts, instructions, accessories, and packaging where applicable

Examples of non-live merchandise may include light bulbs, lighting fixtures, habitat equipment, feeding accessories, care supplies, and other non-live products.

Non-Returnable Items

The following cannot be returned under the standard non-live merchandise return policy:

Live feeder insects
Used products
Products damaged after delivery through misuse or improper handling
Items missing substantial components or original contents
Items specifically identified as final sale
Products that cannot safely or hygienically be resold once opened, where identified on the product page

Additional product-specific exclusions may be identified on individual product pages.

Return Shipping Costs

For ordinary non-live merchandise returns resulting from a change of mind, ordering the wrong product, or similar customer-initiated reasons, return shipping costs are generally the customer's responsibility.

Original shipping charges are generally non-refundable.

If a return results from our error or an eligible damaged, defective, or incorrect non-live item, we will determine the appropriate return-shipping arrangement.

This provision does not apply to live feeder insects. Live insects are covered exclusively by the Live Arrival Guarantee and should not be shipped back to us.

Refunds for Non-Live Merchandise

Once an authorized non-live return is received, we will inspect it and notify you whether the refund has been approved.

Approved refunds will generally be issued to the original payment method.

Your bank, credit-card issuer, or payment provider may require additional time to post the refund after we issue it.

Exchanges

Because inventory can change, we do not guarantee direct exchanges of non-live merchandise.

When appropriate, we may instead process an eligible return and have you place a new order for the desired item.

Live feeder insects cannot be exchanged.

3. Damaged, Defective or Incorrect Non-Live Merchandise

This section does not apply to live feeder insects. Dead, unhealthy, or otherwise affected live insects are handled exclusively under our Live Arrival Guarantee, not under this policy.

Please inspect non-live merchandise when it arrives.

If a non-live product arrives damaged, is defective, or is different from what you ordered, contact us promptly with:

Your order number
A description of the problem
Photographs of the product
Photographs of the shipping packaging when relevant

We will review the issue and, when appropriate, arrange a replacement, refund, store credit, or other reasonable resolution.

Please do not discard damaged non-live merchandise or its shipping packaging until we have responded. The carrier or manufacturer may require photographs or additional documentation.

Questions About an Order

If something isn't right, contact us and include your order number whenever possible.

Valhalla Hall, Inc.
Reptile Feeder Insects
Marion County, Florida
Email: service@reptilefeederinsects.com
Phone: (352) 509-5125

Live-arrival claims must be submitted by email so that the required photographs can be included with the claim. You are welcome to call with questions, but a telephone call alone does not submit a claim.