Refund policy

LIVE ARRIVAL GUARANTEE & FULFILLMENT RULES

Last updated: August 24, 2026

1. HARDWARE PROTECTION

If a 3D-printed AntNook product arrives with significant structural damage caused during transit, please contact us within 24 hours of the carrier's confirmed delivery time and provide clear photographs of both the damaged product and the shipping packaging.

After reviewing the evidence, AntNook may provide an appropriate replacement, store credit, refund, or other reasonable resolution depending on the circumstances, the applicable Refund Policy, and applicable law.

Minor layer lines, surface marks, color variation, or slight textural differences resulting from the 3D-printing process are normal manufacturing characteristics and are not considered structural defects.

Original international shipping charges and other shipping-related fees are generally non-refundable after dispatch unless otherwise required by applicable law.

2. LIVE ARRIVAL GUARANTEE (LAG) COVERAGE

Eligible live-ant orders are covered by AntNook's Live Arrival Guarantee subject to the destination, shipping method, species, delivery conditions, weather, and any order-specific terms confirmed before dispatch.

We do not maintain fixed country-based Tier 1 or Tier 2 coverage. Final LAG eligibility is determined by the current policy and any written terms confirmed for the specific order before shipment.

For single-queen colonies, if the queen arrives deceased and all LAG claim requirements are met, compensation may equal up to 100% of the amount paid for the affected colony, excluding international shipping and shipping-related fees.

For multi-queen colonies, compensation is calculated proportionally according to the number of queens that arrive deceased. For example, 1 deceased queen out of 4 queens equals 25% of the affected colony's purchase price; 2 deceased queens out of 4 queens equals 50%.

Worker losses alone do not qualify for compensation when no queen DOA occurs.

Naturally queenless, gamergate-based, or otherwise atypical reproductive species are handled under species-specific terms confirmed before dispatch.

3. LAG CLAIM CONDITIONS

All LAG claims must comply with the applicable time limit and evidence requirements measured from the carrier's official confirmed delivery time.

Moderate Temperature: ≥14°C and <30°C
The buyer must notify AntNook of a potential DOA claim within 2.5 hours of confirmed delivery.

Cold-Risk Temperature: ≥5°C and <14°C
The buyer must notify AntNook of a potential DOA claim within 1.5 hours of confirmed delivery.

High-Risk Heat: ≥30°C and ≤32°C
The parcel must be collected and opened immediately. The buyer must notify AntNook of a potential DOA claim within 30 minutes of confirmed delivery.

Below 5°C or Above 32°C
The standard LAG does not apply unless AntNook confirmed a written exception before shipment.

4. MANDATORY UNBOXING VIDEO

A continuous, unedited unboxing video is mandatory for every Live Arrival Guarantee claim.

The recording must begin before the sealed shipping package is opened and must clearly show:
- The unopened outer package;
- The shipping label;
- The complete opening process; and
- The condition of the affected colony and queen or queens.

Photographs alone are not sufficient for a standard LAG claim.

The claim must still be initiated within the applicable temperature-based time limit. If the original video is too large to attach immediately, it must be provided within 6 hours of the initial claim notice through an accepted file-transfer method or secure downloadable link.

Claims submitted without the required continuous unboxing video are not eligible for standard LAG compensation.

5. CONDITIONS NOT COVERED

The standard LAG does not cover:

- Worker losses alone when the queen or queens remain alive;
- Future fertility, egg-laying, brood development, colony growth rate, or post-arrival behavior;
- Losses caused after successful live arrival by improper husbandry, forced relocation, overheating, chilling, dehydration, escape, inappropriate feeding, chemical exposure, or other post-delivery conditions;
- Packages left unattended in a mailbox, parcel locker, porch, vehicle, direct sunlight, or another unsafe location beyond the applicable claim window;
- Losses caused by an incorrect or incomplete delivery address supplied by the buyer;
- Refused deliveries or packages not collected within a reasonable time;
- Claims that do not meet the applicable timing or evidence requirements.

6. SHIPPING, CUSTOMS & IMPORT REQUIREMENTS

International buyers are responsible for understanding and complying with import restrictions, permits, agricultural regulations, and other requirements applicable to their destination.

Customs inspections, government actions, carrier delays, confiscation, destruction, rejection, or significant customs delays are outside AntNook's direct control.

Packages confiscated, destroyed, rejected, or materially delayed by customs or government authorities are not covered by the standard LAG unless otherwise confirmed in writing before shipment.

International shipping charges and other shipping-related fees are non-refundable after dispatch and are excluded from standard LAG compensation unless otherwise required by applicable law.

7. CLAIM REVIEW & FRAUD PREVENTION

AntNook may retain packing, shipping, tracking, communication, photo, and video records to review claims and resolve disputes fairly.

Fraudulent, intentionally misleading, altered, duplicated, or unsupported claims may be declined based on the available evidence.

8. POLICY ACCEPTANCE

By placing an order for live ants from AntNook, the buyer acknowledges and accepts the Live Arrival Guarantee and fulfillment rules applicable to that order.

Any written order-specific terms confirmed by AntNook before dispatch form part of the applicable coverage for that shipment.

9. CONTACT

For claims or questions, contact:

support@antnook.net

Typical response time: 1–2 business days.