All About Our Products: Answers, Facts, Tips, Info and More—Find it Here.
This is your at-a-glance resource about all things RodentPro. From what is fed to our feeder mice to how we ship our crickets and of course, our hassle-free 100% guarantee—it’s all in our FAQs. If you don’t see it here, please get in touch with us.
Do you have any type of guarantee?
A: Yes. RodentPro.com® offers a 100% customer satisfaction guarantee. Quality is of the utmost importance to us and we take great pride in the production, packaging, and transportation of every food item we sell. All Frozen Foods are guaranteed to arrive frozen. All Live Foods are guaranteed to arrive alive except for items shipped to areas with temperatures below 10°F or above 100°F. All Live Foods are accompanied by a 72 hour health guarantee. If you are not completely satisfied for any reason please contact us so that one of our customer service representatives may assist you in resolving any concerns you may have.
Where may I find technical assistance regarding an issue on your web site?
If you have experienced an error we encourage you to contact us.
What are your hours of operation?
You may place an order and e-mail us at firstname.lastname@example.org 24 hours a day or call 812-867-7598 and a customer service representative will be available to assist you Monday through Friday 7:00 AM - 5:00 PM CT.
What days do you ship and when should I expect to receive my order?
Frozen Food Orders placed by 12:00 PM CT (Noon) Friday will ship the following week.
Live Food Orders placed by 3:00 PM CT will ship the same day, Monday thru Thursday. Live Food Orders placed after 3:00 PM CT Thursday will ship Monday. Live Food Orders placed Friday, Saturday and Sunday will ship Monday.
Other Food and Supply Orders will ship the following business day.
Once your order has been shipped you will be notified with an estimated time of arrival.
What time will my package be delivered by FedEx?
FedEx Ground and UPS Ground generally make residential and commercial deliveries between the hours of 8:00 AM to 8:00 PM, Monday-Friday; and residential deliveries between the hours of 8:00 AM to 8:00 PM on Saturday and Sunday. If you receive a message that says FedEx/UPS will deliver your package by end of day, that means your package should arrive no later than 8:00 PM.
FedEx Priority Overnight generally makes commercial deliveries the next business day by 10:30 a.m. to most businesses in the contiguous U.S. and between the hours of 8:00 AM to 4:30 PM to residences and some rural areas.
UPS Next Day Air guarantees delivery between the hours of 8:00 AM to 12:00 PM.
How do I add value and decrease costs when placing a frozen food order?
Please visit our Ordering Optimization Guide.
Do packages require a signature to be delivered?
No. All packages are shipped without a signature required.
Do you offer a discreetly labeled box for frozen foods?
Yes. We can ship in a box labeled frozen meat by choosing the No-Logo Box option when placing your order.
Do you offer a discreetly labeled box for live foods?
No. Since live insects are shipped in screened boxes, we are unable to package them discreetly.
My live cricket shipment just arrived and they appear motionless, what should I do?
When shipping during the winter months your crickets may arrive cold. In the event your crickets arrive motionless they are very likely in a state of “diapause”. Diapause is a condition that crickets can easily recover from. Cold temperatures prevent crickets from maintaining the appropriate water to potassium balance that allows them to use their muscles. In almost all circumstances crickets that have been too cold for several hours will recover once they are brought back up to room temperature. To speed up their recovery, you should empty the contents of the shipping container into a separate bin and remove the potato and egg crates to provide as much room temperature airflow to the crickets as possible. DO NOT warm them with any additional heat source other than room temperature air. It may take a few hours for them to revive.
What precautions should I take with the dry ice that is in the package I received from RodentPro.com®?
At a temperature of -109º F, dry ice is a skin irritant and it is crucial that you use gloves to handle it. Avoid contact with skin, mouth, eyes and clothing as severe frostbite or burns may result. Dry ice is harmful if eaten or swallowed. Dry ice produces carbon dioxide gas as it sublimates (melts). Do not place dry ice in air-tight containers as they may explode. Only use dry ice in open or well ventilated areas, as use in poorly ventilated areas can result in a lack of oxygen (suffocation) causing serious injury or death.
Do you ship frozen foods, other foods and supplies to Alaska, Hawaii, Puerto Rico, Canada or the Virgin Islands?
Yes. We do ship frozen foods, other foods and supplies to Alaska and Hawaii although we are not able to ship to Guam, Puerto Rico, Canada or the Virgin Islands. Our courier of choice for Frozen Food, Other Food and Supply shipments will be FedEx, UPS is available upon request although the shipping rate may differ.
Do you ship live foods to Alaska, Hawaii, Guam, Puerto Rico, Canada or the Virgin Islands?
Yes. We do ship live foods to Alaska, although we are not able to ship to Hawaii, Guam, Puerto Rico, Canada or the Virgin Islands. UPS is our exclusive Live Foods carrier, we are unable to ship Live Food Orders via FedEx.
How long will the frozen prey items last in the freezer?
Depending on how they are stored, most frozen foods can last up to 12 months. It is a good idea to minimize any exposure to air by using air tight freezer bags. While we recommend not storing prey items without fur or feathers for more than 4 or 6 months and prey items with fur or feathers for 9 to 12 months, if properly sealed containers are used and air exposure is kept to a minimum, they can be kept for much longer.
How do I thaw out my frozen food items?
The thawing process is crucial to the product’s final quality. The safest and most preferable way to thaw frozen animal food is in a refrigerated space at 40 F. Frozen animal food should not be thawed by exposure to excessive heat such as a microwave or hot water. Never use the kitchen sink or food preparation areas to thaw frozen animal food. Frozen animal food, once thawed, should never be refrozen.
Why should I consider feeding frozen/thawed food instead of live prey?
Please refer to the article Feeding Frozen/Thawed Food vs. Live Prey to Captive Reptiles in our articles section.
How do you convert an animal that is used to feeding on live prey items to frozen prey items?
When converting an animal to frozen/thawed prey, try "tease feeding" it by dangling the food item in front of it with a pair of hemostats. Be prepared for the strike and quickly release the prey item. For more information please refer to the article Feeding Frozen/Thawed Food vs. Live Prey to Captive Reptiles in our articles section.
How do you entice non rodent-eaters to feed on rodents?
When converting a non-rodent eater to feeding on rodents you should try to "scent" the rodent by rubbing the normally fed food item on the rodent to try to entice them into eating it. The scent may attract an otherwise reluctant animal into feeding. For more information please refer to the article Feeding Frozen/Thawed Prey Items to Snakes in Captivity in our articles section.
What size prey items/insects do you carry?
Please visit our products section where we precisely describe the size of our prey items by weight.
Do the frozen prey items come with fur/feathers?
Yes. All frozen prey items come with fur/feathers and are completely whole excluding neonates and hairless varieties.
How do the sizes of the prey items that RodentPro.com® offer compare to the sizes other companies offer?
Great Question! Always make sure you are comparing apples to apples and not apples to oranges. Always compare weight in addition to price. For example, our medium rat weight spec may be totally different than that of another company. Always compare!
Do you sell live mice, rats, rabbits, guinea pigs, hamsters, gerbils, chickens or quail?
No. We only sell frozen mice, rats, rabbits, guinea pigs, hamsters, gerbils, chickens and quail.
What do you feed your prey items/insects?
We feed a scientifically-formulated diet specifically designed to enhance the health and quality of all the animals/insects in our colony. We absolutely do not feed dog food or any other product that contains red dye.
How do you euthanize your frozen prey items?
We use Carbon dioxide (CO2), as recommended by the American Veterinary Medical Association panel on euthanasia as the agent to euthanize our prey items. CO2 is a humane, quick and painless form of euthanasia. CO2 also ensures that no harmful residual chemicals remain that may be detrimental to the health of the animal ingesting the prey item.
How are your frozen prey items packaged?
Our prey items are frozen individually to avoid frozen "blocks" and then packaged in thick resealable commercial freezer bags with your convenience in mind.
Can frozen prey items/insects transmit diseases or parasites to me or my animals?
Yes. Frozen/live prey items can transmit germs to you and your animals. Please see Food Safety for more information.
Do you ever run "sales" on any of your products?
On sale items will frequently appear listed on our home page as well as throughout our online catalog. Look for the "hot deal" icon shown below.Hot Deal
What are your prices and do you offer quantity discounts?
For details on pricing, please visit our products page.
Do you have a minimum order?
Yes. We have a one bag/box minimum requirement for all orders that are shipped, and we have a $250 minimum requirement for all orders that are picked up in Evansville, IN.
What is your return policy?
Due to bio-security concerns, products purchased from RodentPro.com are not eligible for returns, refunds or exchange.
What methods of payment do you accept?
For payment details, please visit Terms and Conditions of Sale.
If I am mailing a payment what address should I send it to?
P.O. Box 118
Inglefield, IN 47618-9998
I received an error message when checking out with PayPal, what should I do?
For security reasons, PayPal has purposely programmed their checkout button to only work on versions of internet browsers that are still supported, for example Microsoft only supports Internet Explorer 11 so the PayPal button will not work with older versions of Internet Explorer. Please make sure that you are using the latest version of your internet browser as you could unknowingly be using an unsupported version.
Can gift certificates be redeemed for a cash refund?
Gift certificates cannot be redeemed for a cash refund.
Where can I learn more about Sales Tax?
You can learn more about Sales Tax by visiting our Sales Tax page.
How do I reset/update my Rodentpro account password?
Click Here to update your password.
What should I do if my invoice appears to be blank?
Some users have encountered difficulties accessing their invoices when attempting to open the email attachment on an Android mobile device with Adobe Reader configured as the default viewer. Click here to learn more about resolving this issue.