Refund policy
Return & Refund Policy
At Ant Farms Canada, we want you to be satisfied with your purchase. Because we sell both live animals and non-live ant-keeping products, different return and refund conditions apply depending on the type of product purchased.
Non-Live Products: 30-Day Return Policy
We offer a 30-day return policy for eligible non-live products, including ant farms, formicariums, accessories, tools, and equipment.
You have 30 days after receiving your order to request a return.
To be eligible for a return:
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The product must be unused and undamaged.
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The product must be in the same condition in which you received it.
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All original parts, accessories, and components must be included.
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The product should be returned in its original packaging whenever reasonably possible.
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You must provide your order number or other proof of purchase.
To request a return, contact us at info@antfarmscanada.com before sending the item back.
Items returned without contacting us first may not be accepted.
Unless the product arrived damaged, defective, or incorrect, the customer is responsible for return shipping costs.
Original shipping, handling, and packaging charges are non-refundable once an order has been shipped.
Live Ants, Queens, and Colonies
Because ants are live animals, live ants, queens, colonies, and other live insects cannot be returned or exchanged.
Live ant purchases are covered by our Live-Arrival Guarantee instead of our standard 30-day return policy.
Live-Arrival Guarantee
We guarantee that live ants will arrive alive on the day the shipment is delivered or made available for pickup.
To qualify for the Live-Arrival Guarantee, you must:
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Provide a correct and complete shipping address.
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Monitor the shipment tracking information.
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Receive or collect the package on the delivery or pickup day.
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Bring the package indoors immediately.
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Inspect the ants on the same day they arrive.
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Contact us on the arrival day if there is a problem.
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Provide clear photos or video showing the ants and their shipping container.
The Live-Arrival Guarantee applies only to the condition of the ants on the day of arrival.
Once the ants have arrived alive, responsibility for their care, feeding, hydration, temperature, humidity, housing, handling, hibernation or diapause, and long-term survival transfers to the customer.
The guarantee does not cover problems occurring after successful delivery, including death, escape, dehydration, overheating, chilling, improper humidity, improper feeding, flooding, mold, failed hibernation or diapause, unsuitable housing, or other post-arrival care issues.
Live-Arrival Claims
If a live ant shipment does not arrive alive and the claim meets the requirements above, Ant Farms Canada may, at our discretion:
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Refund the purchase price of the affected ants, queen, or colony, excluding shipping and other non-product charges, or
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Provide a replacement queen, ants, or colony of similar value, subject to availability.
If a replacement is offered, additional shipping charges may apply.
Shipping charges are non-refundable once an order has shipped.
Estimated Colony and Worker Counts
Live ant colonies naturally vary.
Worker counts, brood counts, colony sizes, appearance, activity levels, and similar descriptions shown on our website are approximate unless specifically stated otherwise.
Small natural variations in worker or brood numbers do not automatically qualify an order for a refund or replacement.
Shipping Restrictions for Live Ants
We currently ship live ants only within Canada.
We do not ship live ants, queens, colonies, or other live insects to the United States.
Orders containing live ants placed for delivery to a U.S. address may be cancelled and the applicable live-ant portion of the order refunded.
Ant farms, formicariums, nests, arenas, accessories, equipment, decorations, tools, and other eligible non-live products may be shipped to both Canada and the United States.
Customers are responsible for ensuring that products they purchase are permitted under the laws and regulations applicable to their location.
Damaged, Defective, or Incorrect Products
Please inspect your order when it arrives.
If a non-live product arrives damaged, defective, incomplete, or you receive the wrong product, contact us as soon as possible at info@antfarmscanada.com.
Please include:
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Your order number
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A description of the issue
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Clear photos or video showing the problem
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Photos of the shipping packaging if the item was damaged during transportation
We will review the issue and determine the appropriate solution, which may include replacement parts, replacement of the product, store credit, or a refund.
If we determine that the product was damaged during shipping or that we sent an incorrect or defective product, we may cover the applicable return or replacement shipping costs.
Non-Returnable Items
The following items cannot normally be returned:
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Live ants, queens, colonies, or other live insects
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Opened or used ant food or other consumable products
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Perishable products
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Custom-made or personalized products
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Products that have been used, modified, damaged, assembled incorrectly, or altered after delivery
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Items damaged because of improper use or care
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Gift cards
Please contact us if you are unsure whether your product is eligible for return.
Exchanges
For eligible non-live products, contact us at info@antfarmscanada.com if you would like to exchange an item.
Depending on the situation, we may ask you to return the original item and place a separate order for the replacement product.
Any difference in product price or shipping charges may apply.
Live ants cannot be exchanged except when a replacement is approved under our Live-Arrival Guarantee.
Order Cancellations
If you need to cancel an order, contact us as soon as possible.
If the order has not yet been processed or shipped, we may be able to cancel it and issue a refund.
Once an order has been shipped, shipping and handling charges are non-refundable and the applicable return conditions described in this policy will apply.
For live-ant orders, we may delay shipment because of weather, temperature, holidays, carrier conditions, or other circumstances that could affect the safety of the ants.
Refunds
Once we receive and inspect an eligible returned product, we will notify you whether the refund has been approved.
If approved, the refund will be issued to your original payment method.
Please allow up to 10 business days after approval for the refund to be processed. Your bank, credit card company, or payment provider may require additional time to post the refund to your account.
If more than 15 business days have passed since your refund was approved and you have not received it, contact us at info@antfarmscanada.com.
Refunds for returned non-live products apply to the eligible product price only unless otherwise agreed.
Original shipping, packaging, handling, and other service charges are generally non-refundable after an order has shipped.
Return Shipping
Do not send products back before contacting us.
After your return request is approved, we will provide instructions regarding where and how to return the product.
Customers are normally responsible for return shipping costs unless:
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We shipped the wrong product,
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The product arrived defective, or
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The product was damaged during shipping and the claim was approved.
We recommend using a trackable shipping method for returns. Ant Farms Canada is not responsible for returned packages that are lost or damaged while being shipped back to us.
United States Orders
Customers in the United States may purchase eligible non-live products, including ant farms, formicariums, accessories, equipment, tools, and supplies.
Live ants are not available for shipment to the United States.
U.S. customers are responsible for any applicable customs duties, import charges, taxes, brokerage fees, or other fees imposed in connection with their order unless otherwise stated during checkout.
Contact Us
For questions about returns, refunds, damaged products, or live-arrival claims, contact:
Ant Farms Canada
Email: info@antfarmscanada.com
When contacting us about an existing order, please include your order number so we can assist you more quickly.