Support
Shipping Policy
How shipping works
- You order online, or you ask us first with Ask ANTELYX or the contact form.
- We confirm the species, your destination and the planned dispatch day with you by email.
- We prepare and pack the colony.
- We hand the parcel to the carrier.
- You receive the parcel and check the colony as described in our Live Arrival Policy.
Order processing
We process an order once we have confirmed it with you and the payment has arrived. Because colonies are living animals, dispatch is planned with you rather than run on a fixed schedule, so the dispatch date is not always the day after the order.
Shipping days
We choose dispatch days that give the colony the shortest and safest journey. Delivery on weekends and public holidays can be difficult, so we may choose a different day and will tell you.
Weather and season
Ants are sensitive to temperature. Extreme heat or cold at the origin, along the route or at your address can harm a colony. If conditions look unsafe for the animals, we may delay a shipment or propose another date, and we will tell you before we do. The season can also affect which species we can offer.
Live-animal handling and packaging
Colonies are packed in secure, escape-proof containers, protected from temperature extremes in the way that the species, destination and season call for, and marked as live animals where the carrier allows it. Exact materials and methods can vary by species, destination and season.
Where we ship, and restrictions
ANTELYX serves ant keepers and collectors in Germany, in Poland, across Europe and in selected Asian markets. We do not ship every species to every country.
- The species. Some species are not available for every destination.
- Your destination. Rules on keeping, moving and importing ants differ between countries, and some species are regulated. We state any restriction we are aware of on the species page, but we do not give legal advice.
- Permits and customs. Where a permit, a declaration or customs clearance is needed, it has to be arranged before dispatch. Customs charges, import duties and taxes can apply to parcels sent outside the European Union. We tell you what we know before you order, but the rules of your country apply.
If you are outside Germany and Poland, or you are unsure about your destination, please ask us before you order and tell us your country.
Shipping costs and delivery times
Shipping costs and delivery times depend on the destination, the species and the carrier. At checkout the shipping cost shows as confirmed by ANTELYX before payment: we confirm the cost and the expected delivery time by email before you pay.
Your responsibilities
- Give a complete and correct delivery address and a phone number the carrier can use.
- Make sure that someone can receive the parcel on the delivery day. Tell us in advance if you cannot.
- Check the rules that apply to keeping ants where you live.
- Prepare a suitable nest and setup before the colony arrives.
- Open the parcel promptly and report any problem as described in the Live Arrival Policy.
- Keep the ants securely contained, and never release them into the wild.
If an order cannot be shipped
Sometimes a shipment cannot legally or operationally be made, for example because a rule applies to your destination, a permit is missing, the weather or the carrier makes the journey unsafe, or the colony is not in a condition to travel. In that case we will contact you before anything is sent. Together we can agree another date, another species or another solution. If none suits you, the order is cancelled and what you paid for the undelivered item is refunded. We never ship a colony where we know the shipment would be unlawful.
Contact us before you order
If your country, your species or your timing is not straightforward, ask first. Use Ask ANTELYX on any species or colony page, or the contact form, and select your country. We reply by email.