FAQ
Frequently Asked Questions
Answers about orders, colonies, shipping, care, availability, returns and restrictions. If you cannot find what you need, contact us.
Orders
How do I place an order?
Choose a colony, select any options on the product page, add it to your cart or use Buy Now, and check out as a guest. Choose Direct bank transfer and place your order. You receive an order confirmation by email, and we then contact you to confirm everything before payment is due.
Can I change or cancel an order?
Please contact us as soon as possible after ordering. Because colonies are live animals, changes may not be possible once an order has been prepared.
Which payment methods are accepted?
At the moment we accept direct bank transfer. After you place your order we contact you to confirm availability, shipping and the final amount; please do not transfer any money before we have confirmed your order. See Payment Information.
Do I need an account to order?
No. You can check out as a guest. An account is optional.
Can I ask a question before I order?
Yes. Use Ask ANTELYX on any species or colony page, or the contact form, and select your country. You never have to go through checkout to ask.
Colonies
What is included in a colony?
Colony contents vary by species and product. Each product page describes what is included, for example a queen with workers or a starter colony.
Do all species come in the same colony sizes?
No. The available colony types differ by species, and only options that can genuinely be offered are listed.
Which species are suitable for beginners?
The Ant Atlas shows a difficulty level for each species. You can filter by difficulty or use the Ant Finder to explore species that match your experience.
How do I choose a colony?
Start with the species, then decide between a queen, a starter colony and an established colony. Our guide How to choose an ant colony explains the points that matter, and you can always ask us.
Shipping
Where do you ship?
Shipping availability depends on your country, the species, the rules that apply and the season. See the shipping page, and ask us if you are unsure.
How long does delivery take?
Delivery times depend on your destination. If you need an estimate before you order, please ask us.
What should I do when my parcel arrives?
Please keep the packaging and contact us straight away if anything looks wrong. See Live Arrival for more.
What if nobody is at home when the parcel arrives?
Please make sure that someone can receive the parcel, or tell us in advance so that we can plan the delivery with you. See the Shipping Policy.
What happens if my order cannot be shipped?
If a shipment cannot legally or operationally be made, we contact you before anything is sent and agree another date, another species or a refund of what you paid for the undelivered item. See the Shipping Policy.
Care
Where can I learn how to care for a species?
Each species profile includes care requirements, and the Ant Keeping guide covers housing, feeding, temperature and humidity.
What do I need before my colony arrives?
Read the species profile and prepare a suitable nest and setup in advance. The Ant Keeping guide explains the basics.
Can I keep different species together?
No. Colonies of different species should be kept separately.
Do ants need a winter rest?
Species from cool climates usually do, and tropical species do not. Each species page says what is known, and our guide Ant hibernation and winter rest explains how it works.
Where can I read more about ant care?
Our Knowledge Center has guides on starting a colony, feeding, nests and temperature and humidity, and a care guide for every species we list. See the blog.
Availability
Why is a species not currently listed?
Some species are available only in limited numbers or at certain times. If a species is not listed, it is not currently available.
How can I ask about a species that is not listed?
Send us a message with the species you are looking for, and we will reply by email.
Do you sell queens on their own?
Some species may be offered as a queen only. Each product page lists exactly what is included.
Returns
Can I return a live colony?
Information on returns and refunds is on the Returns and Refunds page.
What if my colony arrives damaged?
Please contact us as soon as possible with photographs, so that we can look into it.
Where can I read the returns policy?
You can find it in the footer: Returns and Refunds.
What is the live arrival policy?
It explains what to do when your colony arrives and how to report a problem. Read the Live Arrival Policy.
Legal and restrictions
Can I keep any species in any country?
No. Rules on keeping and moving ants differ between countries. We state any restriction we are aware of on the relevant species page, and you remain responsible for checking your local regulations.
Do you ship to every European country?
Not necessarily. Availability depends on the species and the destination. Please ask us before you order if you are unsure.
Are any species restricted?
Restrictions can apply to some species in some countries. We will state any restrictions we are aware of on the relevant species page.
Language and translation
Which languages is the website available in?
English, German and Polish. Use EN | DE | PL at the top of every page to switch.
How does the translation work?
The website is written in English. When you choose German or Polish, the free GTranslate service translates the page in your browser with Google Translate. Machine translation can be imperfect, so if anything is unclear, please ask us. There are no separate German or Polish pages or web addresses.
Are scientific names, prices and product details translated?
Scientific names stay unchanged. Prices, stock and product details come from the same shop data in every language.
Does translating the site send my data to Google?
When you choose German or Polish, the text of the page you are viewing is sent to Google to be translated. English needs no translation. See our Privacy Policy.
Can I write to you in German or Polish?
You can write to us in English.
Did not find your answer?
Send us a message and we will reply by email.