Refund and Returns Policy
Overview
At Antglobe, we deal with sensitive living ants and specialized equipment. Because of the nature of our products, our refund and return policies are divided into two categories: Livestock (Ants) and Products (Equipment).
1. Livestock & Live Ant Colonies
Due to risks and the high stress involved in animal transport, we do not accept returns on live ant colonies. All sales of livestock are final.
Live Arrival Guarantee (DOA) While we do not accept returns, we do guarantee that your Queen will arrive alive. If your Queen is dead on arrival (DOA), we will issue a replacement or a refund under the following conditions:
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Timeframe: You must notify us via email within 8 hours of the delivery time recorded by the courier.
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Documentation: You must provide a clear photo or video of the deceased Queen inside the original, unopened test tube.
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Exclusions: Our guarantee covers the Queen only. The loss of a few workers or brood during transit is a natural occurrence and does not qualify for a refund or replacement.
2. Products, Nests & Accessories
We want you to be happy with your products. If you change your mind about a non living product, you have 14 days from the date of delivery to request a return.
Conditions for Product Returns:
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Unused Condition: For safety and hygiene reasons, we can only accept returns on items that are in their original, unused condition. Any item that has been in contact with ants, substrate, or hydration (water) is strictly ineligible for return. We cannot resell equipment that has been “lived in” due to the risk of cross contamination.
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Packaging: Items must be returned in their original packaging.
3. How to Start a Return (Products Only)
To initiate a return for a non-living item, please follow these steps:
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Contact us at info@antglobe.com with your order number and the reason for the return.
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Once approved, we will provide you with the return shipping address.
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Pack the item securely. We recommend using a tracked shipping service, as we are not responsible for items lost or damaged during the return trip.
Shipping Costs: The customer is responsible for all return shipping costs unless the item arrived damaged or defective.
4. Damaged or Defective Items
If your products (e.g., a cracked acrylic nest) arrives damaged, please contact us within 24 hours of delivery with photos of the damage and the packaging. We will send a replacement immediately at no extra cost to you.
5. Refund Process
Once your return is received and inspected:
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We will send you an email to notify you that we have received your returned item.
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If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 5-10 business days.
6. Order Cancellations
If you change your mind after placing an order, please contact us immediately.
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If the order has not yet been dispatched, we can issue a full refund.
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If the order has already been shipped (especially if it contains live ants), we cannot cancel the order or issue a refund.