Shipping policy

Last updated: November 5, 2026

1. Shipping options and preparation

Orders are currently prepared in China, with international dispatch arranged through Shenzhen or Hong Kong.

We offer different shipping arrangements for small orders and wholesale purchases:

Retail and small-order consolidated shipping

Our current consolidated service for retail and small orders does not accept heat packs or cold packs. Shipments using this service therefore depend on suitable weather along the journey.

Shipping charges follow the service shown at checkout or separately agreed in writing.

Wholesale shipping through formal export arrangements

For wholesale orders, we can arrange formal export shipping with faster transit options and suitable heat-pack or cold-pack arrangements. This service is available for wholesale orders and is quoted individually.

We provide a wholesale contract so that the shipping method, expected timing, packaging, charges, documentation, responsibilities and any special live-arrival or after-sales arrangements can be discussed and agreed in writing. The restrictions of our small-order consolidated service should not be assumed to apply to these separately arranged wholesale shipments.

Preparation time depends on availability, colony condition and the agreed transport arrangements. International transit estimates do not automatically include sourcing, preparation or domestic transfer within China.

For further preparation and packaging information, please read How We Ship.

2. Weather and shipping delays

We consider expected weather and relevant transit conditions when arranging live shipments. Heat packs, cold packs and insulation can help manage conditions where the selected service permits them, but do not guarantee a fixed temperature throughout the journey.

If weather, stock availability or route conditions prevent the planned shipment, we will explain the situation and discuss the available next steps. A revised schedule is not automatically treated as accepted.

If the proposed timing is unsuitable or fulfilment cannot be completed, cancellation and refund requests are assessed under our Refunds & Returns Policy, the applicable order agreement and applicable rights.

3. Tracking and delivery

Tracking details are provided when available. Creating a shipping label or tracking number does not, by itself, confirm physical handover or international departure.

Transit estimates depend on the selected service and route. They are not guaranteed delivery appointments unless expressly agreed, and do not override an agreed delivery date or mandatory rights.

Please monitor tracking and arrange prompt receipt. Contact us if tracking remains unchanged beyond the expected journey time or shows a delivery problem.

4. Address changes and cancellations

Contact us promptly if your delivery details need correcting. We will check whether a change is possible and confirm the outcome.

Under our standard voluntary cancellation arrangement, a change-of-mind cancellation must be requested before AntNook pays the order’s international shipping charge to the logistics provider. This stage may occur before physical dispatch or a tracking update.

The cancellation procedure, refund calculation and any permitted processing-fee deduction are explained in our Refunds & Returns Policy. Any different wholesale cancellation arrangements must be expressly agreed in the written contract.

These arrangements do not override statutory rights or remedies for our errors, non-delivery or other eligible claims.

5. Arrival checks and after-sales support

For live ants covered by our standard terms, read our Live Arrival Guarantee before delivery. Standard LAG claims require a continuous, unedited unboxing video beginning with the sealed parcel, together with notification and evidence submitted within the applicable deadlines.

Where a wholesale contract provides different coverage or claim requirements, those differences must be clearly identified and agreed before dispatch.

Equipment damage, faults, incorrect items and missing parts follow the separate procedures in our Refunds & Returns Policy, subject to any valid, expressly agreed wholesale arrangements.

6. Missing parcels and customs issues

If your parcel has not arrived, appears misdelivered or is incorrectly marked as delivered, contact us with your order number and tracking details. We review delivery evidence separately from received-colony LAG claims. No unboxing video is required for a parcel you never received.

Buyers must meet the destination requirements that apply to them, including any permits or information they are required to provide. AntNook remains responsible for obligations that apply to us as the seller or exporter. Documentation and clearance arrangements for wholesale shipments are addressed in the agreed contract.

Customs-related problems are assessed using the agreed shipment terms, available evidence and applicable law. An exclusion from standard LAG coverage does not automatically exclude other refund rights or responsibility for an error on our side.

7. Contact and applicable terms

For shipping questions, email support@antnook.net. Include your order number, or your destination, intended products and approximate quantity if you have not yet ordered.

We normally reply within 1–2 business days. This response estimate does not extend claim-notification deadlines.

Orders are assessed under the terms applicable when placed and any valid changes subsequently agreed in writing. Wholesale contracts must clearly identify any agreed differences from our standard policies; matters not varied remain subject to the applicable standard terms.

Nothing in this policy restricts mandatory consumer rights.