Contact information

Who is behind AntMaster

AntMaster is an online shop selling handmade ant nests, accessories and native ant colonies. These are the owner's details:

  • Owner: Mario Cascado Nieto, sole trader, trading under the name AntMaster.
  • NIF (Spanish tax ID): 77498083C
  • Address: Plaza Bari 14, 30319 Cartagena (Murcia), Spain. Our workshop and order collection point are also at this address.
  • Email: info@antmastershop.com
  • Phone: +34 634 716 082
  • Website: www.antmastershop.com

The rest of the legal information is in the Legal notice.

How to contact us

  • Email: info@antmastershop.com. This is the quickest way, and the best one for complaints, because it leaves a written record.
  • Phone: +34 634 716 082. It is a standard mobile number with no premium-rate charges.
  • Chat: available from any page of the shop. You may be helped by an artificial intelligence assistant, which tells you so when you open the chat and can make mistakes. If you would rather be helped by a person, ask in the chat or email us.
  • Form: on our contact page.
  • Post: Plaza Bari 14, 30319 Cartagena (Murcia), Spain.

When you speak to a person, you are dealing with the same person who makes the ant nests, both before and after your purchase.

Support hours: we reply by email and chat on working days

If you are writing about an order, include the order number.

Before you write to us

Your answer may already be on one of these pages:

If a product arrives damaged, is not what you ordered or is faulty

Email us at info@antmastershop.com with your order number and, if you can, photos of the product and the packaging. We will sort it out at no cost to you, and we will make the claim with the carrier ourselves.

Ant nests and other items come with the 3-year legal guarantee from delivery (the law excludes live animals from it). The details are in the Refund policy.

If a queen or colony arrives dead

Let us know within 48 hours of delivery, by email to info@antmastershop.com or through the shop chat. Include your order number and photos or a video of the unopened parcel and of its contents as they arrived.

The full conditions are in Guarantee and after-sales service and in the Refund policy. This live arrival guarantee is our own commitment, which is in addition to your legal rights and does not limit them. If you have missed the deadline or are missing photos, write to us anyway.

If you want to return an order or withdraw from the purchase

You have 30 calendar days from receiving your order to return it. The first 14 days are the right of withdrawal that the law gives you. Days 15 to 30 are an extension we offer ourselves, for products that are unused and in their original packaging. You pay for the return shipping, unless the product arrives faulty or damaged, or is not what you ordered. Once delivered, queens and colonies are not eligible for withdrawal or return.

Email us at info@antmastershop.com with your order number and tell us that you want to return it or withdraw from the purchase. To withdraw, you only need to tell us within the deadline, without giving a reason. We will reply with the address to send it to and the steps to follow.

Refund timescales, conditions and exceptions are set out in the Refund policy.

Collection from the workshop

At checkout you can choose to collect your order free of charge from our workshop in Cartagena, at the address given above. We will email you when it is ready, usually in about 24 hours.

Collection hours: by appointment (we will email you and agree on a time)

Complaints and dispute resolution

If something has gone wrong, write to us. You can make a complaint by email to info@antmastershop.com, by phone on +34 634 716 082, through the shop's chat or contact form, or by letter to Plaza Bari 14, 30319 Cartagena (Murcia), Spain. Include your name, the order number if you have it, and what happened.

We will send you a written acknowledgement with a reference number and reply as soon as possible, and no later than fifteen days after you submit your complaint.

Hojas de reclamaciones (official complaint forms): Official complaint forms are available to consumers and users. You can request them by email at info@antmastershop.com, by post or at the workshop, and we will send them to you within 3 working days at most.

We are not signed up to any consumer arbitration scheme or any other alternative dispute resolution body. If we do not resolve your complaint, we will tell you in writing about a consumer dispute resolution body that can handle it and whether we will take part in the procedure.

You can also contact, at any time, the municipal consumer information office (OMIC) in your area or the consumer affairs services of your autonomous community (Spanish region). If you live in another European Union country, the European Consumer Centre in your country can help you free of charge.

Your data

The data controller is the owner named above. We use the data you send us through any of these channels (name, email address, phone number and message) only to reply to you and handle your enquiry or complaint. The legal basis is your own request and, if you are a customer, the purchase contract. The shop, the form and the chat run on Shopify, and the form also uses hCaptcha to curb spam. You can access, rectify and erase your data and exercise your other rights by writing to info@antmastershop.com. Full information is in the Privacy policy.