Quick answer: AntMaster puts two guarantees in writing. Live arrival guarantee for queens and colonies: if they arrive dead, we replace them or refund you, as long as you claim within 48 hours of delivery. Returns: you have 30 days from receipt to return unused ant nests and accessories in their original packaging. Support comes from the same person who makes the ant nests, through the store chat and at info@antmastershop.com, before and after your purchase.
Last updated: 4 October 2026.
What does the live arrival guarantee cover?
- Claim window: 48 hours from delivery.
- Proof required: photos or video of the unopened package and its contents as they arrive.
- What's covered: the queen, always. Workers, if more than 20% arrive dead.
- What we do: replacement on the next available shipment or a refund. You choose.
- What voids it: a package left outside or not collected after the delivery notice.
To make a claim, write to us at info@antmastershop.com or through the chat with your order number and the photos or video.
How are live animals shipped?
We only ship animals on Mondays and Tuesdays, so the package doesn't spend the weekend in a warehouse. Every shipment travels in an insulated box, with a heat pack when needed, at no extra cost. If temperatures below 5 °C or above 30 °C are expected in your area, we hold the shipment and let you know beforehand.
In mainland Spain they travel with the urgent live-animal service: €10, free on orders from €75. We do not ship live animals to the Balearic Islands, the Canary Islands, Ceuta or Melilla.
How much does shipping cost?
- Mainland Spain: free on orders from €75. Below that, the cost is calculated at checkout based on weight and destination.
- Balearic Islands, Canary Islands, Ceuta and Melilla: €15 with Correos 72H, no free shipping.
- Rest of the European Union: €15, free on orders from €75.
Full details are in our shipping policy.
What if an ant nest arrives damaged?
Check your order when it arrives. If an item is defective, damaged or not the one you ordered, write to us right away at info@antmastershop.com so we can assess the problem and fix it.
Are there spare parts for the ant nest?
Yes. Small parts are sold separately, so you don't have to replace the nest: humidity system thread (€0.25), gate locks (from €0.75), connectors (from €0.99) and pack of 15 non-slip pads (€2.99).
How do I return an order?
You have 30 days from receipt, more than the 14-day withdrawal period required by law in the European Union. The item must be unused, in its original packaging and with proof of purchase. Request the return by email first at info@antmastershop.com. Return shipping is paid by the customer and, once the item has been inspected, the refund arrives within a maximum of 10 business days. The full terms and exceptions are in our refund policy.
Contact
Write to us at info@antmastershop.com or through the store chat. You'll get an answer from the same person who makes the ant nests.