Frequently asked questions.

Standard orders ship within 1–2 business days and arrive in 7–14 business days via USPS or UPS Ground, depending on your location. Most customers in the continental US receive their orders in 7–10 days. We'll email you a tracking number as soon as your order ships.

Yes. Orders over $75 ship free anywhere in the continental US. For orders under $75, flat-rate shipping is calculated at checkout. We do not currently ship to Alaska, Hawaii, or internationally.

You'll receive a shipping confirmation email with a tracking number once your order leaves our warehouse. You can use that number on the USPS or UPS website to check real-time delivery status. If you haven't received a tracking email within 3 business days, check your spam folder or contact us.

No — ScaleCrate sells supplies only, not live animals. We carry enclosures, heating, lighting, substrates, food, and accessories for reptile keepers. For live animals, we recommend working with reputable breeders or attending reptile expos in your area.

We offer a 30-day satisfaction guarantee on all orders. If you're not happy for any reason — wrong product, changed your mind, or it just didn't work out — contact us within 30 days of delivery and we'll make it right. Full details at our Refund Policy page.

If your order arrives damaged or defective, email us with a photo within 7 days of delivery. We'll ship a replacement at no charge or issue a full refund — your choice. We take full responsibility for damaged shipments.

Email support@scalecrate.shop with your order number and reason for returning. We'll reply within 1–2 business days with return instructions. Refunds are processed within 5–7 business days of us receiving the item.

Every product is selected by experienced reptile keepers — not buyers who've never owned a reptile. We evaluate each item based on community reputation, keeper feedback, and whether it's actually used and recommended in serious hobbyist circles. If a product isn't trusted by keepers, it doesn't make the cut.

We carry the brands the reptile community actually trusts: Arcadia, Bio Dude, Pangea, Repashy, Inkbird, Exo Terra, Zoo Med, Mazuri, Josh's Frogs, RodentPro, and more. No off-brand substitutes or products chosen purely for margin.

Yes — that's the whole point. Each starter kit includes everything a new keeper needs to set up a complete, species-appropriate enclosure: the enclosure itself, proper heating and lighting, substrate, food, and any species-specific accessories. We've specifically designed them so you don't need to make multiple orders from multiple stores to get started.

Start with a Starter Kit for your species — it removes the guesswork entirely. You can also browse by species to see individual products with keeper tips for each one. Our care guides cover the basics for each species and help you understand what your new reptile actually needs before you buy.

Click "Buy Now" on any product and you'll be taken directly to a secure Stripe checkout page. Stripe is one of the most trusted payment processors in the world — your card details are never stored on ScaleCrate's servers. We accept all major credit and debit cards, as well as Apple Pay and Google Pay.

We can modify or cancel orders within 24 hours of purchase. After that, the order is typically in processing and can't be changed. Email support@scalecrate.shop as soon as possible if you need to make changes.

Yes. All payments are processed by Stripe, which is PCI DSS Level 1 certified — the highest level of payment security. ScaleCrate never sees or stores your card details. Every transaction is encrypted and processed directly by Stripe.