Support & FAQ
Everything you need to know about AntNook and your ant-keeping journey.
Logistics & Shipping
Where will my order be shipped from?
To provide the fastest possible delivery, AntNook operates multiple distribution centers across the globe. We currently have warehouses in the United States, Hong Kong, and the United Kingdom.
Direct Solution: Your order will be automatically dispatched from the warehouse that has the items in stock and is closest to your location to minimize transit time for live ants.
Why is the packaging of my ants different from what I expected?
You may notice that your ants are occasionally packed within or alongside other items in a discreet manner. This is a deliberate safety measure for international biological logistics.
Direct Solution: Since some countries' agricultural departments have strict or unlisted import lists for specific species, we utilize specialized "discreet packaging" to ensure successful customs clearance and safe arrival. This is the most reliable way to get your colony through the border.
Do you ship to my country?
Yes, we ship worldwide. We have extensive experience navigating international regulations to ensure your ants and formicaria reach you safely.
Direct Solution: If your country is not available at checkout, please email us. We will manually verify the route and assist you with the order.
How long does production and shipping take?
Our formicaria are 3D-printed on-demand (7-15 days production). Live ants are typically delivered within 5-9 business days.
Direct Solution: If there is no tracking update for over 10 days, contact us immediately. We will investigate with the carrier and provide a reshipment if necessary.
Guarantees & Claims
What if my Queen or colony arrives deceased?
We provide a Live Arrival Guarantee (Feb 10th - Nov 1st). We take full responsibility for the health of your ants during transit.
Direct Solution: Send a clear video of the deceased colony in its original packaging on the day of delivery. We will offer you a full refund or a free replacement.
My hardware arrived damaged or missing items.
If any part of your formicarium or accessories arrives broken or is missing from the box, we will make it right.
Direct Solution: Email us a photo of the received items and the shipping label. We will ship the replacements within 48 hours at our expense.
Ant Care
How do I hydrate my AntNook nest?
Proper hydration is key to a healthy colony. Our nests feature integrated hydration chambers that distribute moisture evenly.
Direct Solution: We recommend adding about 5ml of distilled water to the hydration port once a week. Always monitor the condensation levels inside the nest.
What should I do if the ants won't move in?
Ants can be hesitant to move. It’s important to make the new nest as attractive as possible.
Direct Solution: Ensure the new nest is dark and hydrated, while keeping the old tube in a bright area. Patience is key—some colonies take days to decide to move!