Shipping policy

We ship from our workshop in Cartagena (Murcia). These are AntMaster's shipping conditions; they complement our Terms of service.

1. Zones and rates

Mainland Spain: SEUR, free on orders of €75 or more. Below €75, the cost is calculated at checkout based on weight and destination.
Live animals (mainland Spain): urgent shipping for live animals, €10; free on orders of €75 or more.
Balearic Islands, Canary Islands, Ceuta and Melilla: Correos 72H, €15. There is no free shipping to these areas and we do not ship live animals there.
Rest of the European Union (26 countries): Exprés Internacional, €15; free on orders of €75 or more. For live animals, contact us before placing your order (section 2).
Pickup at the workshop, free: Plaza Bari 14, 30319 Cartagena (Murcia), Spain. Choose it at checkout. Your order is usually ready within 24 hours and we will let you know when you can come by. Hours: by appointment (we will notify you by email and agree a time with you).
Gift cards: delivered by email, with no shipping costs.

The €75 threshold is calculated on the value of the products after discounts are applied, excluding shipping. Prices include the applicable VAT. Before you pay, the checkout shows you the exact shipping cost and the order total.

We do not ship outside these zones. If your country is not listed, write to us before you buy.

2. Shipping live animals

Destinations. We ship live animals to mainland Spain with urgent shipping for live animals (€10, free on orders of €75 or more), and you can also collect them from the workshop. Free queens and colonies cost €0: you only pay for shipping. We do not ship live animals to the Balearic Islands, the Canary Islands, Ceuta or Melilla. If you live in another European Union country, write to us before placing your order and we will confirm in writing whether we can ship them and under what conditions; please also check that keeping that species is permitted in your country.

If you place an order with live animals for a destination we do not ship them to, or for another European Union country without asking us first, and we cannot ship them, we will let you know before sending anything and you choose: collect them from the workshop, change the delivery address to one in mainland Spain, receive the rest of the order without the animals (we refund what you paid for them) or cancel the whole order and receive a refund of everything you paid.

Shipping days. We only ship live animals on Mondays and Tuesdays, so that the package does not spend the weekend in a warehouse. If the order also includes other products, everything ships together with the animals.

Temperature. If temperatures below 5 °C or above 30 °C are expected at the destination, we hold the shipment until the weather is safe and let you know beforehand. You can also request this yourself: tick “Hold my shipment until the weather is safe” when adding the colony to your cart. For these reasons, an order with live animals may ship later than the processing time in section 3.

Cancellation. As long as an order with live animals has not left the workshop, including while it is being held because of the temperature, you can cancel it free of charge by writing to us and we will refund everything you paid.

The live arrival guarantee and how to claim it are set out on the Guarantee and after-sales service page and in the Refund policy.

3. Order processing

We prepare orders within 1 to 5 working days of receiving payment. We do not ship at weekends or on public holidays.

4. Delivery times

These times are estimates and count from when the order leaves the workshop; they do not include processing.

Mainland Spain and the Balearic Islands: 2-5 days.
Canary Islands, Ceuta and Melilla: 5-10 days, because the package goes through customs.
Rest of the European Union: 10-20 days.

These times may be longer for reasons beyond our control, such as carrier delays or, in the Canary Islands, Ceuta and Melilla, customs clearance. Unless we agree a different date with you (for example, when we hold a live-animal shipment because of the temperature), we will deliver your order no later than 30 calendar days after you confirm it.

If your order does not arrive on time, write to us. You can give us a reasonable additional period to deliver it; if it still does not arrive within that period, you can cancel the order and we will refund everything you paid, including shipping, without delay. You can cancel it straight away, without giving that additional period, if we tell you that we cannot deliver it or if, before buying, you told us you needed it by a specific date and it has not arrived in time.

5. Order tracking

When your order ships, you will receive an email with the tracking number. You can also check the status of your shipment at any time on our tracking page.

To deliver and track your order, the carrier and our tracking service (ParcelPanel) receive your name, address, phone number and email address. We explain this in the Privacy policy.

6. Damaged or lost packages

We bear the risk of the order being lost or damaged in transit until it is received by you or by the person you have indicated to us (other than the carrier).

Check the package when you receive it. If it arrives damaged, something is missing or it is not what you ordered, write to us at info@antmastershop.com with your order number and, if you can, photos. The sooner you tell us, the sooner we can sort it out.

We sort it out at no cost to you: if the package is lost or a product is missing, we send it to you again, and if something arrives damaged or wrong, you can choose whether we repair it or replace it. If none of that is possible, we refund what you paid for it. We make the claim to the carrier ourselves.

If the order includes live animals, follow the steps of the live arrival guarantee: it must be claimed within 48 hours of delivery. This guarantee is an additional commitment on our part.

Nothing above limits your statutory rights, including the 3-year legal guarantee on ant nests and other items (the law excludes live animals from it), which we explain in the Terms of service and in the Refund policy.

7. Incorrect address or uncollected package

Check the address carefully when you buy. If you spot a mistake, write to us as soon as possible: if the order has not shipped yet, we will correct it at no cost.

If the package comes back to our workshop because the address you gave us was incorrect or incomplete, or because you did not collect it after the carrier's notices, we will write to you to arrange for it to be resent, and the new shipment is at your expense. If the return was due to a carrier error, we pay for the reshipment. If you would rather not receive the order, you can withdraw from the purchase as explained in the Refund policy.

If the order includes live animals and you do not collect it after the delivery notice, it is not covered by the live arrival guarantee.

8. Customs and taxes

There are no customs or import taxes on shipments to other European Union countries.

The Canary Islands, Ceuta and Melilla are outside the territory where Spanish VAT (IVA) applies. When you receive the package, you may have to pay import taxes (IGIC in the Canary Islands, IPSI in Ceuta and Melilla) and, where applicable, the customs clearance fees charged by the carrier. These amounts are not included in the shop price and are paid by the recipient.

9. Returns

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. From day 15 to day 30, our own extension applies to unused products in their original packaging. You pay for the return shipping, unless the product arrives defective or damaged, or is not the one you ordered. The right of withdrawal and returns do not apply to queens and colonies once they have been delivered. Refund times, conditions and exceptions are set out in the Refund policy.