Canada Ant Colony — Returns, Refunds & Cancellations Policy

This policy explains how Canada Ant Colony handles order changes, cancellations, returns, and refunds for supplies and live ant colonies.

Please review this policy before placing an order. Different rules apply to live insects and non-live products.

Nothing in this policy limits any mandatory rights or remedies available under applicable consumer protection laws.

1. Order Changes and Cancellations

Orders may be cancelled or modified before they have been packed and shipped.

Orders are generally prepared for shipment the following Monday. If you need to change or cancel an order, please contact us as soon as possible and include your order number.

Once an order has been packed or shipped, changes and cancellations are no longer available under this voluntary cancellation policy.

If your order has already entered preparation, we may be unable to accommodate your request.

This policy does not limit any cancellation or refund rights that may apply under applicable law.

2. Returns and Refunds for Supplies

2.1 Dry Goods (Drystock)

Unused dry goods may be eligible for a return or refund if you contact us within 30 days of receiving your order.

To qualify for a return:

• Items must be unused and in their original condition, with original packaging where applicable.

• You must contact us within 30 days of delivery and receive return instructions before sending the items back.

• You are responsible for all return shipping costs, including the cost of safely packaging and transporting the items back to us.

• Items must be returned in suitable condition for inspection.

Once the returned items have been received and inspected, we will confirm whether the return qualifies for a refund.

Return shipping costs are the customer's responsibility and will not be reimbursed for eligible change-of-mind returns.

2.2 Other Supplies

Unused supplies that do not fall under the dry goods return policy may be eligible for a return or refund if you contact us within 14 days of receiving your order.

Customers are responsible for return shipping costs. Please contact us before sending a return so we can provide instructions.

Eligibility is assessed based on the condition of the items and the circumstances of the request.

2.3 Exclusions and Statutory Rights

This voluntary return policy does not establish a general change-of-mind return right for live insects. Live ant colonies are handled under our separate Live Arrival & Fertility Guarantee.

Nothing in this policy limits any mandatory rights or remedies available under applicable consumer protection laws, including those that may apply to defective, misrepresented, or incorrectly supplied goods.

3. Live Ant Colonies: Refunds and Replacements

Live ant colonies are handled under our separate Live Arrival & Fertility Guarantee.

Because live insects are sensitive to shipping conditions and care after arrival, requests involving dead-on-arrival ants, partial colony losses, total colony losses, or fertility issues must meet the applicable requirements in that policy.

In particular:

• Live Arrival Guarantee claims must be submitted within 24 hours of delivery.

• Photographic evidence is required for live arrival claims.

• Eligible partial colony losses may qualify for a proportional refund or store credit, depending on the shipping-cost threshold described in the Live Arrival & Fertility Guarantee.

• Eligible total colony losses qualify for one free reshipment.

• Eligible fertility claims may qualify for a replacement queen or reshipment at our discretion.

Deaths occurring after arrival may be considered under the applicable provisions of the Live Arrival & Fertility Guarantee.

Please refer to the full guarantee for shipping eligibility, housing requirements, winter shipping conditions, Lettermail limitations, evidence requirements, and species-specific fertility timelines.

4. Refunds, Store Credit, and Replacement Shipments

Where a claim qualifies under our policies, the available remedy depends on the type of claim and the applicable terms.

A remedy may include:

• A proportional monetary refund.

• Store credit.

• A replacement queen or colony.

• A reshipment, where provided for under the applicable guarantee.

The specific remedy will be determined under the relevant policy provision. Store credit and replacement shipments are not interchangeable with a monetary refund where a refund is expressly provided for under the applicable guarantee or required by law.

Where a replacement or reshipment is offered, availability and suitable shipping conditions may affect dispatch timing.

5. Missing or Undelivered Lettermail Orders

Lettermail orders are untracked and do not include delivery confirmation.

Please allow at least 10 business days from the mailing date for domestic Lettermail to arrive before contacting us about a missing shipment. Additional time may be necessary for remote destinations or known postal disruptions.

If your order has not arrived after this period, contact us with your order number and confirm that your shipping address is correct.

Eligible claims may be resolved with store credit or a replacement shipment at our discretion, subject to the applicable policy and any mandatory rights under law.

6. Contact Us

For cancellation requests, supply returns, refund questions, or live ant claims, please contact Canada Ant Colony with your order number and a description of the issue.

For live arrival and fertility claims, include the required photographic evidence and submit your claim within the applicable deadline.

We will review your request under the relevant policy and explain the available options.

7. Applicable Law

This policy describes Canada Ant Colony's voluntary return, refund, and guarantee terms. It does not exclude, restrict, or replace any mandatory rights or remedies available to customers under applicable consumer protection laws.

Where a mandatory legal requirement conflicts with this policy, the applicable legal requirement takes precedence.