| Official Brand Site
| Official Brand Site
Welcome to the Exo Terra FAQ Hub, a treasure trove of knowledge that has grown organically from the questions and inquiries that have flowed through our support channels and vibrant social media community.
At Exo Terra, we understand that sometimes you might have unique queries or specific concerns that aren't covered in our FAQs. That's why we encourage you to explore this resource first, but if you can't find the exact answer you're seeking, rest assured that our dedicated customer support team is here to assist you.
For more information regarding availability of Exo Terra products in your country, please contact the Hagen division that handles Exo Terra distribution in your country.
Exo Terra does not sell directly. Please contact a local Hagen/Exo Terra retailer or distributor for more information.
For more information regarding availability of Exo Terra spare parts in your country, please contact the Hagen division that handles Exo Terra distribution in your country.
Please return the device to the store and explain your problem: most of the time the problem can be solved in the store. If it is faulty, the device can be returned to the store with proof of purchase. For more information regarding the warranty, please consult the instruction manual of your product.
Sponsorship and regional marketing is handled by our regional divisions, please contact the Hagen division for your country for more information.
The height of the bottom front window of the Exo Terra Paludariums is 25 cm or 10”.
Availability of spare parts depends on the Hagen division handling distribution in your country. The current screen cover model with turning locks is still being produced and available as a spare part. The earlier clip-in model, which was discontinued 15 years ago, is no longer available.
To battle the short lifespan of incandescents working in “high temperature surroundings” like terrarium fixtures, we use the most sturdy 3000h Wolfram coil for all our incandescent bulbs. To reduce the chance that the wolfram coil will break prematurely, it is, opposite to other types of incandescent bulbs, supported by several anchors to intercept physical impact as much as possible. The problem however with incandescent bulbs is the high heat that builds up inside the glass enveloppe, which makes the wolfram coil heat up to its maximum. If there’s any physical impact on the bulb while it is heating or still hot, even when its just a minor chock or movement, the coil will break. For this reason we always advice to never touch or move the fixture until the bulb has completely cooled down.
Apart from the Solar Glo, none of the Exo Terra bulbs come with a warranty.
The Solar Glo has a built-in overheat protection mechanism that will prevent the bulb from restarting, for a period of approx. 15 minutes, after shutdown. In other words, if you turn it off and then turn it on again, it will not light up again until the switch resets (approx. 15 minutes). Please ensure that this is not the case before returning the bulb. For more information, please consult the instruction manual of your product.
Compact Tops were designed for use with compact fluorescent and LED bulbs like the Natural Light, Reptile UVB, Forest LED etc. Only T10, long sleeve type of incandescent bulbs with a max wattage of 26W can be used with a Compact Top (e.g. PT2100, PT2102)
Yes, the TerraSky remembers the settings set before it was switched off. Whether the TerraSky is switched on and off manually, by a timer, or even by a lack of power does not matter; it will remember its settings. This applies to both PT2413 and PT2414.
No, there is no built-in timer. However, the device will remember settings when turned off and back on which means it is compatible with a regular appliance.
Even the most experienced snake keepers did not have any problems at all using pine, and bred thousands of snakes on this substrate. There is no scientific evidence that there are any negative consequences of keeping reptiles on pine. Negative rumours are a consequence of misinterpreted and wrongly applied research. None of the Exo Terra substrates are made from cyder and all substrates are dried thoroughly, which will remove or neutralize, any, if even present, oils.
These items are made from 100% food-grade resin or ceramic and are safe for both animals and humans.
The temperature activation margin of all Exo Terra Thermostats is 1° C or 1.8° F.
Please consult the instruction manual and packaging to see which heating devices can be connected to your thermostat.
As long as there is proper ventilation and installation guidelines are followed, you can use the Exo Terra Heat mats with any type of glass terrarium. Please make sure to consult the instruction manual for proper installation. Rubber spacers are included if required. Make sure to remove the protective foil before use.
Water in Water Dishes should be changed every day. For aquatic setups, we recommend performing regular water checks. Partial water changes can help remove toxic substances or improve overall water quality. Make sure to never perform entire water changes, as this will also remove beneficial bacteria and organisms.
The nozzle or inlet filter may be clogged. Remove the nozzle with the nozzle tool that is included. Soak overnight in a 50/50 solution of water/vinegar. If the problem persists, we recommend replacing the nozzle or filter. Using de-mineralized/distilled water will prolong the lifespan.
Refrigerate the foods after opening. Canned and Vacuum Packed foods can be stored in the refrigerator and fed to your animals up to 48 hours after opening.