Return Policy

Antlantis Return & Refund Policy

At Antlantis, we are committed to providing a high-quality experience for our customers while ensuring the health and well-being of our queen ants. Please review our return and refund policy to understand your rights and our procedures for returns, refunds, and exchanges.

Eligibility for Returns

We accept returns on non-living items within 30 days of delivery, provided that the items are unused, in their original condition, and in the original packaging. A proof of purchase (such as an order confirmation or receipt) is required for all returns.

Eligible for Return:

✔️ Supplies, accessories, and ant habitats (including nests) that are unopened and unused.
✔️ Items must be in the same condition as received, with all tags, packaging, and documentation included.

Not Eligible for Return:

❌ Live queen ants or other live insects.
❌ Feeder items or consumables due to health, safety, and hygiene concerns.
❌ Perishable items, including food products, as well as clearance items or gift cards.

📌 Important: Returns sent without prior approval from our customer service team will not be accepted.

How to Initiate a Return

To start the return process, contact us at support@antlantis.com within 30 days of receiving your order. Please include:

  • Your order number.
  • A brief reason for the return.
  • Photos, if applicable (e.g., product defect or incorrect item).

Our team will provide detailed return instructions, including how to package and ship the item back to us.

📌 Return Shipping Costs: Customers are responsible for return shipping fees, unless the return is due to a product defect or an error on our part (e.g., incorrect item received).

Damaged or Incorrect Items

If your order arrives damaged, defective, or incorrect, please notify us immediately (within 24 hours of delivery) by emailing support@antlantis.com. Include:

  • Clear photos of the damaged or incorrect item(s).
  • Your order number.
  • A description of the issue.

We will work quickly to resolve the problem through a replacement, refund, or exchange.

Refunds or Replacements for Live Ants

Shipping live ants is delicate, and we have the following guarantees to protect your purchase:

Dead on Arrival (DOA) Guarantee:

🛑 If your queen ant arrives dead, we will offer a replacement or refund, provided that you:

  • Notify us within 24 hours of delivery.
  • Provide clear photographic evidence of the ant(s) in the original packaging.

📩 Email photos to: support@antlantis.com.

14-Day Health Guarantee:

🐜 We offer a 14-day survival guarantee for queen ants under proper care conditions. If the queen ant dies within this period due to natural causes, we will provide a replacement.

🔸 This guarantee does NOT apply to deaths caused by:

  • Escapes.
  • Improper care or neglect.
  • Environmental conditions outside our control (e.g., extreme temperatures, poor habitat setup).

📌 Proof of proper housing and care may be required to process a replacement claim.

📌 Customers are responsible for the shipping costs of replacement ants.

Refund Process

Once we receive and inspect your returned item(s), we will notify you of approval or rejection for a refund.

✔️ Approved refunds will be processed back to the original payment method within 10 business days.
❌ If your refund is delayed beyond 14 business days, contact us at support@antlantis.com, and we will assist you.

Restocking Fee

  • Orders refunded due to APHIS restrictions will be subject to a 5% restocking fee, covering administrative costs.

Exchanges

To exchange an item:
1️⃣ Return the original item following our return policy.
2️⃣ Place a new order for the desired item once the return is processed.

This method ensures faster service and reduces delays.

Contact Us

For any questions or special requests, reach out to us at support@antlantis.com. Our team is happy to assist you!