Welcome to the AntNook Community!
We are thrilled to have you here. Below you'll find helpful answers about our shipping process, 3D habitats, and tips for keeping your new colony happy and healthy.
📦 Orders & Modifications
I made a mistake! Can I change my shipping address?
We know mistakes happen! We are happy to update your address before your order is dispatched. Once the ants have finished their pre-shipment conditioning and the Air Express label is created, the package is in the carrier's hands, and we unfortunately cannot reroute it.
A quick tip: Please double-check your address at checkout, as we cannot cover losses if the package is delayed or delivered to the wrong address provided.
What is your refund policy if I change my mind?
We want you to be completely confident in your purchase! If you need to cancel, please let us know before the order ships.
Kindly note: If a cancellation is approved, your refund will reflect the net amount we received. Third-party payment processors (like PayPal) charge non-refundable transaction fees, and we kindly ask for your understanding that we cannot cover those platform fees. Once the order has shipped, the sale is final to ensure the safety of the live subjects.
✈️ Shipping & Customs
Where do you ship from, and how long does it take?
To serve our community faster, we operate fulfillment hubs in Hong Kong and the UK. Hardware usually ships in 7-15 days. For live ants, we give them a 7-day relaxing and feeding period to ensure they are strong enough for travel. After that, Air Express delivery usually takes 5-9 business days. Good things are worth the wait!
My tracking hasn't updated in a few days. Is my colony okay?
Please don't worry! It’s very common for international Air Express tracking to pause for 3-5 days during customs handoffs. Your ants are safely packed in protective transit housing designed specifically to sustain them during these normal administrative gaps.
What happens if my package is held by Customs?
We always do our absolute best with proper packaging, but every country has its own agricultural laws. It is the buyer's responsibility to understand their local import regulations.
If local customs or agricultural authorities (like the USDA) decide to hold or confiscate the package, this is unfortunately entirely out of our hands. Because we cannot control government actions, we are unable to offer refunds or replacements for seized shipments.
🏠 Nest Hardware & Care
Why choose 3D-printed nests over acrylic?
We design with the ants' natural habits in mind! 3D-printed nests offer great modularity, micro-textures that help ants grip, and smarter hydration systems.
A cosmetic note: Because our nests are custom 3D-printed (FDM), you might notice minor layer lines or slight textural variations. These are normal hallmarks of the printing process and don't affect the nest's performance at all!
How should I clean my AntNook formicarium?
Our nests are built using eco-friendly polymers (PLA/PETG) that are super safe for ants, but they don't love extreme heat.
Cleaning tip: Please only use lukewarm water and a soft brush. Never use boiling water, dishwashers, or harsh alcohol solvents, as the heat will cause the plastic to warp!
🛡️ Guarantees & Support
Do you guarantee the safe arrival of the ants (LAG)?
Yes! We care deeply about the safe arrival of your new pets, so our policy is tailored to different regions:
✅ Fully Covered (Tier 1): Canada, EU, Australia, and New Zealand enjoy our 100% Live Arrival Guarantee.
🌍 Standard Delivery (Tier 2): For the rest of the world (including the US and non-EU Europe), we still use our very best protective packaging! However, due to longer transits and varying local laws, we are unable to formally offer the LAG. Orders here are placed at the buyer's risk, but we will always do our best to help you!
🌍 Standard Delivery (Tier 2): For the rest of the world (including the US and non-EU Europe), we still use our very best protective packaging! However, due to longer transits and varying local laws, we are unable to formally offer the LAG. Orders here are placed at the buyer's risk, but we will always do our best to help you!
What if there is an issue with my delivery (Tier 1)?
If the Queen unfortunately perishes in transit, we want to make it right! We will happily provide a Free Replacement or 120% Store Credit to keep your ant-keeping journey going.
Please note on refunds: In the rare event a refund is approved due to an error on our part, we ask for your understanding that international shipping and packaging costs are non-refundable, as these are paid directly to the carriers.
How do I submit a claim? Why do you need an unboxing video?
We ask for a continuous unboxing video to help our biologists understand exactly what happened during transit and to keep things fair for our community. Photos alone don't give us the full picture!
Timeframes to remember:
• Normal weather (14-29°C): Please send the video within 2.5 hours of delivery.
• Extreme weather (5-13°C or 30-32°C): Please send the video within 1.5 hours.
If temperatures drop below 5°C or exceed 32°C, the LAG cannot apply. Also, please ensure someone is home to receive the package, as the LAG is voided if left sitting in a hot/cold mailbox!
• Normal weather (14-29°C): Please send the video within 2.5 hours of delivery.
• Extreme weather (5-13°C or 30-32°C): Please send the video within 1.5 hours.
If temperatures drop below 5°C or exceed 32°C, the LAG cannot apply. Also, please ensure someone is home to receive the package, as the LAG is voided if left sitting in a hot/cold mailbox!
🐜 Biological Husbandry
The workers look smaller than I expected. Is this the right species?
Don't worry, they are! Starter colonies typically consist of "Nanitics" (first-generation workers). The founding queen rears biologically smaller workers to save energy. As your colony grows and eats well, future generations will naturally grow into the full-sized majors you are expecting!
My ants are barely moving upon arrival. Are they sick?
If you order during cooler months, they might just be in a state of Diapause (Hibernation). The cold cargo hold slows their metabolism naturally. Just let them warm up to room temperature in a quiet, dark place, and they should wake right up.
Should I move them into their new nest right away?
We highly recommend waiting! Transit is stressful. We suggest offering a tiny drop of sugar water and letting them rest in their original test tube in a dark, quiet spot for at least 48 hours. When you're ready, connect the tube to the outworld and let them move in naturally at their own pace.
Does the LAG cover my queen's future egg-laying?
Our Live Arrival Guarantee ensures the Queen arrives to you alive and safe! However, we cannot guarantee her future fertility, brood development, or if she eats her eggs. Post-arrival behavior relies heavily on proper husbandry, a stress-free environment, and proper diet, which are part of the fun (and challenge!) of ant-keeping.