FAQ
AntNook Help Center
Find quick answers about orders, international shipping, 3D-printed nests, our Live Arrival Guarantee, and basic post-arrival care.
📦 Orders & Modifications
I made a mistake! Can I change my shipping address?
We can usually update your shipping address before the order is dispatched. Once the parcel has been handed to the carrier or confirmed as dispatched, address changes or rerouting may no longer be possible.
A quick tip: Please double-check your address at checkout. Losses caused by an incorrect or incomplete address provided by the buyer are not covered by the standard Live Arrival Guarantee.
What is your refund policy if I change my mind?
If you need to cancel an order, please contact us as soon as possible and before dispatch. Live-animal orders cannot be cancelled once they have been dispatched.
Kindly note: Approved cancellations are handled under our Refund Policy and applicable law. Non-recoverable third-party payment processing fees may be deducted where legally permitted. Hardware returns and other statutory consumer rights are handled separately under the Refund Policy.
✈️ Shipping & Customs
Where do you ship from, and how long does it take?
Most orders are prepared and dispatched from China. Live-ant orders may require several days of pre-shipment health observation, feeding, hydration, and packing preparation before dispatch. International Air Express transit commonly takes several business days, but exact timing varies by destination, customs processing, weather, and carrier conditions. Any estimate provided at checkout or before shipment is an estimate rather than a guaranteed delivery date.
My tracking hasn't updated in a few days. Is my colony okay?
International tracking can temporarily pause during customs processing or carrier handoffs. A tracking pause by itself does not necessarily mean there is a problem with the colony. Please continue monitoring the shipment, and contact us if tracking remains unchanged for an unusually long period or if the carrier reports an exception.
What happens if my package is held by Customs?
Import rules for live ants and related products vary by destination. The buyer is responsible for understanding any local import requirements, restrictions, permits, or agricultural regulations that apply to the order.
If customs or another government authority delays, rejects, confiscates, or destroys a shipment, the standard Live Arrival Guarantee does not apply unless AntNook confirmed a written exception before dispatch.
🏠 Nest Hardware & Care
Why choose 3D-printed nests over acrylic?
3D-printed nests can offer useful modularity, textured walking surfaces, and integrated hydration features depending on the design. They also allow us to produce nest sizes and layouts suited to different colony stages.
A cosmetic note: Minor layer lines, small surface marks, or slight textural variations are normal characteristics of FDM 3D printing and are not, by themselves, structural defects.
How should I clean my AntNook formicarium?
Our formicaria may use materials such as PLA or PETG depending on the product. These materials can deform under excessive heat and may be damaged by harsh chemicals.
Cleaning tip: Use lukewarm water and a soft brush unless the product instructions state otherwise. Avoid boiling water, dishwashers, and strong solvents, which can deform or damage printed parts.
🛡️ Guarantees & Support
Do you guarantee the safe arrival of the ants (LAG)?
Yes. Standard Live Arrival Guarantee coverage is available for eligible live-ant shipments accepted by AntNook, subject to the destination, shipping method, species, weather conditions, and the claim requirements in our current policy:
✅ Eligible shipments: If a shipment is accepted for standard LAG coverage, the applicable temperature, timing, evidence, and exclusion rules apply.
🌍 Order-specific coverage: If a destination, species, or shipment is not eligible for standard LAG, or requires special terms, AntNook will confirm this before dispatch. Any exception must be agreed in writing.
🌍 Order-specific coverage: If a destination, species, or shipment is not eligible for standard LAG, or requires special terms, AntNook will confirm this before dispatch. Any exception must be agreed in writing.
What happens if a queen arrives deceased?
If one or more queens arrive deceased and all LAG claim requirements are met, compensation is based on the queen-loss proportion for the affected colony. A single-queen colony with a queen DOA is eligible for up to 100% of the amount paid for that affected colony, excluding shipping and shipping-related fees. For a multi-queen colony, compensation is proportional to the number of queens that arrive deceased.
Example: If 1 queen out of a confirmed 4-queen colony arrives deceased, the compensation basis is 25% of the amount paid for that colony; 2 out of 4 queens equals 50%. Worker losses alone do not qualify for compensation when no queen DOA occurs. Naturally queenless or gamergate-based species use species-specific terms confirmed before dispatch.
How do I submit a claim? Why do you need an unboxing video?
A continuous, unedited unboxing video is mandatory for every LAG claim. The recording must begin before the sealed shipping package is opened and clearly show the outer package and shipping label, the complete opening process, and the condition of the affected colony and queen or queens. Photographs alone are not sufficient.
Claim windows:
• ≥14°C and <30°C: Notify AntNook within 2.5 hours of the carrier's official delivery timestamp.
• Risk temperatures (≥5°C and <14°C OR ≥30°C and ≤32°C): For 5°C to <14°C, notify AntNook within 1.5 hours; for 30°C to 32°C, collect and open the parcel immediately and notify AntNook within 30 minutes.
Standard LAG does not apply below 5°C or above 32°C unless a written exception was confirmed before shipment. If the video is too large to attach immediately, the claim must still be initiated within the applicable time window and the original continuous video must be provided through a secure share link within 6 hours of the initial claim notice.
• ≥14°C and <30°C: Notify AntNook within 2.5 hours of the carrier's official delivery timestamp.
• Risk temperatures (≥5°C and <14°C OR ≥30°C and ≤32°C): For 5°C to <14°C, notify AntNook within 1.5 hours; for 30°C to 32°C, collect and open the parcel immediately and notify AntNook within 30 minutes.
Standard LAG does not apply below 5°C or above 32°C unless a written exception was confirmed before shipment. If the video is too large to attach immediately, the claim must still be initiated within the applicable time window and the original continuous video must be provided through a secure share link within 6 hours of the initial claim notice.
🐜 Biological Husbandry
The workers look smaller than I expected. Is this the right species?
In many founding or young colonies, the first generation of workers may include smaller "nanitics". Worker size can also vary naturally by caste, colony age, nutrition, and species. If you believe the species or colony specification is incorrect, please contact us with clear photos rather than relying on worker size alone.
My ants are barely moving upon arrival. Are they sick?
Ants can appear sluggish after transport because of temperature, vibration, dehydration, stress, or normal species-specific behavior. Do not assume that reduced movement is always diapause. Keep the colony in a quiet, dark place at an appropriate temperature for the species and avoid sudden heating or forced relocation. If you suspect a queen is DOA, preserve the continuous unboxing video and contact us within the applicable LAG claim window rather than waiting to see if she recovers.
Should I move them into their new nest right away?
We usually recommend waiting. Transit is stressful, so unless the species or shipping condition requires otherwise, allow the colony to recover in its original transport tube or container in a quiet, dark location before moving it. Avoid forced transfers. When appropriate, connect the transport tube to the outworld or new nest and allow the ants to move at their own pace. Follow any species-specific care instructions provided with your order.
Does the LAG cover my queen's future egg-laying?
Our Live Arrival Guarantee covers live arrival under the applicable policy terms. It does not guarantee future fertility, egg-laying, brood development, colony growth rate, or post-arrival behavior. These outcomes can be affected by species biology, temperature, feeding, housing, stress, and other husbandry conditions.