Refund policy

At Queen’N’Colonies, we sell both live goods (including queen ants and live colonies) and non-live goods (including habitats, formicariums, outworlds, modules, feeders, accessories, and supplies). Due to the nature of live animals, specialty products, and made-to-order habitat items, most sales are final. If an item arrives damaged, defective, incorrect, or dead on arrival where eligible, please contact us promptly as described below.

1. Live Ants and Live Colonies

Due to the nature of live animals, all sales of live ants and live colonies are final. We do not accept returns or exchanges for live ants once an order has shipped.

Dead on Arrival (DOA)

Our live-arrival / DOA coverage is available only for orders shipped using a Queen’N’Colonies-approved live-arrival shipping method shown at checkout. Eligible methods may include Express, Xpresspost, Priority, local delivery, or pickup, as designated by us based on the season, species, and destination. Orders shipped using economy, standard, or any non-eligible shipping method are not eligible for DOA claims.

Winter Shipping Requirement

During cold-weather periods designated by Queen’N’Colonies, live-arrival / DOA coverage applies only if the customer purchases the required winter shipping protection, which may include a heat pack, insulation, and any other seasonal protective packaging specified at checkout. If a customer declines or does not purchase the required winter shipping protection for a live-ant order during this period, the order is not eligible for DOA claims. This winter requirement is in addition to the requirement that the customer select an eligible live-arrival shipping method.

First Attempt Delivery Requirement

To qualify for a DOA claim, the shipment must be accepted on the first delivery attempt or collected promptly if held for pickup. DOA coverage is void where delivery is delayed because of missed delivery, refusal, failure to monitor tracking, or failure to collect the package on time.

DOA Claim Window

If your live ants arrive dead on arrival, you must contact us within 2 hours of confirmed delivery at queens.n.colonies@gmail.com and include:

  • your order number

  • clear photos of the unopened package

  • clear photos of the ants in their original container or setup

  • a photo of the shipping label

Claims submitted after this window may be denied.

If we approve a DOA claim, Queen’N’Colonies may, at our discretion:

  • send a replacement, if stock and season permit

  • issue store credit

  • issue a partial refund

  • issue a full refund

Situations Not Covered

We are not responsible for loss, injury, delay, or decline caused by:

  • an incorrect shipping address provided by the customer

  • missed delivery, parcel refusal, or failure to collect the parcel promptly

  • unsafe temperatures after delivery

  • improper care, feeding, hydration, heating, cooling, or housing after arrival

  • stress or mortality occurring after the colony has been transferred or disturbed

  • species-specific sensitivity, natural colony stress, or queen egg-laying pauses after transit

  • confiscation, delay, or delivery interruption caused by customs, carrier issues, or legal restrictions outside our control

Customers are responsible for ensuring that the species ordered is legal to receive at their shipping destination and that they are prepared to house the ants appropriately upon arrival.

2. Non-Live Products

All sales of non-live products are final. We do not accept returns or exchanges for habitats, formicariums, outworlds, modules, feeders, accessories, supplies, or other non-live goods unless they arrive damaged, defective, or incorrect.

Non-Returnable Items

The following items are not eligible for return or exchange unless they arrive damaged, defective, or incorrect:

  • ant farms/formicariums, outworlds, and modules

  • feeders, accessories, and supplies

  • custom, made-to-order, or pre-order products

  • used feeders, food items, hydration items, or consumables

  • sale or clearance items marked final sale

3. Damaged, Defective, or Incorrect Items

Please inspect your order as soon as it arrives. If you receive a damaged, defective, or incorrect item, you must contact us within 24 hours of delivery at queens.n.colonies@gmail.com and include:

  • your order number

  • photos of the product

  • photos of the packaging

  • a brief description of the issue

If the claim is approved, Queen’N’Colonies may, at our discretion, provide:

  • a replacement

  • a repair

  • store credit

  • a partial refund

  • a full refund

4. Refund Processing

Once your claim is reviewed, we will notify you whether your refund or other remedy has been approved.

If approved, refunds will be issued to your original payment method within 5–10 business days. Original shipping charges are non-refundable unless the issue was caused by our error or an approved damaged, defective, incorrect, or eligible DOA claim.

5. Chargebacks and Policy Abuse

Customers agree to contact us first to resolve any delivery, quality, or order issue before initiating a payment dispute. Fraudulent claims, abusive refund requests, or policy misuse may result in refused service on future orders.

6. Contact Us

For return, refund, damaged-item, or DOA claims, please contact:

Queen’N’Colonies
Email: queens.n.colonies@gmail.com
Contact page: [put contact page URL]