top of page

Shipping Policy
& FAQ

Artist inside a workshop wearing protective equipment

Shipping Policy:
 

Shipping Destinations

  • Worldwide Shipping: We ship inorganic materials like hardware and accessories globally.

  • Within Canada Only: All our products, including organic materials such as live ants and food, are shipped to Canada.

​

International Shipping Restrictions (outside of Canada):

  • Due to customs regulations, we do not ship live specimens, soil, or organic food items outside Canada. Refrain from adding these to your order if located internationally to avoid order processing delays.

​

Shipping Services (Transit time)

Orders are shipped primarily through Canada Post, UPS & Purolator, with options varying based on the destination and package content. We offer three primary shipping choices: local (within Canada), USA, and International (destinations outside the USA).​

  • Canada:

    • Tracked Shipping (Production days) + (1 - 5 Transit days).

    • LiveTrack Shipping (Production days) + (1 - 4 Transit days); in most cases, it takes around two days for areas near Ontario. Live ants and spiders or any live specimen must be shipped via the LiveTrack
      Shipping service       to ensure swift delivery, a healthy animal and warranty. 

  • USA:

    • Tracked Shipping (Production days) + (2 - 7 Transit days).

  • International (excluding the USA):

    • Small Packet International - Air (10 - 20 Transit days, no tracking).

    • Tracked Packet International (6-12 Transit days, with tracking**).

​

**Please remember that some country's postal services do not provide tracking information options.​

**Only business days are counted for this estimate; holidays can impact delivery standards. 

​

Order Processing (Production time)

  • Each order is custom-made to your specifications, with production starting the next business day after your order is placed. It typically requires 2-10 business days with precision crafting, especially for orders with large-scale items or substantial quantities.

  • We process orders in the sequence they are received. Regardless of the size or complexity of your order, we strive to dispatch your items promptly, ensuring fairness and efficiency.

  • After production, we carefully pack and prepare your order for shipping.

  • Once the shipping label has been created and the package is on its way, you will receive an email with your shipping confirmation and tracking number.

  • Business days are Monday to Friday, excluding holidays.

​

Total Time to Receive Order = Production Time + Transit Time.

​

Shipping Costs

  • Costs are based on total order weight, volume, shipping standard, and destination.

  • Options are visible and adjustable on the checkout page.

​

Customs and Duty Fees

  • The customer is responsible for any fees incurred at their country’s border.

​

Shipping Issues

  • For lost or damaged packages or incorrect products, contact us within three days of receiving your order at customercare@poramorart.ca.

  • For detailed procedures and policies, refer to our "Return, Refund & Warranty Policies" page.

​

Additional Notes

  • Not responsible for delivery interruptions by the shipping courier (e.g., during COVID pandemic).

  • Business-to-business (B2B) orders follow a distinct process. Before the finalization of an order, aspects such as production estimates, shipping expenses, available discounts, and estimated delivery timelines are negotiated and agreed upon.

  • Acknowledge production and transit times, shipping restrictions, and a 10% restocking fee on returns as per our "Return, Refund & Warranty Policies."

​

General FAQ:
 

What payment methods do you accept?

  • PayPal, Visa, Mastercard, American Express, Apple Pay, JCB, China Union Pay, Diners, Cartes Bancaires, Discover, and Maestro.

  • All prices in CAD, with automatic conversion to local currency.

​

Do you ship live ants outside of Canada?

  • No, live ants are only shipped within Canada.

​

Can I use a different shipping courier like DHL or UPS?

  • Yes, contact us before ordering for quotes and adjustments.

​

What if my package is lost or damaged, or I receive the wrong product?

  • If you encounter any issues with your order, such as a lost package, damaged goods, or receiving the wrong item, please get in touch with us within three days at customercare@poramorart.ca.

  • For damaged or incorrect items, take clear photos of the damage or the wrong product, including the packaging, and email these to us with your order number.

  • If your package is missing, check with Canada Post first, and then contact us with your order details.

  • For more detailed information, please refer to our 'Return, Refund & Warranty Policies' page.

​

What are the processing and shipping times for different products, and how does this affect the total arrival time?

  • Each order is custom-made to your specifications, and production starts the next business day after your order is placed. The production typically takes about 2-10 business days; we process orders sequentially as they are received. After production, we quickly pack and prepare your order for shipping. The total time to receive your order will be the combination of our production time plus the transit time. 

  • All formicaria are washed with distilled water before shipping. This means larger formicaria or substantial orders might need extra time to dry appropriately, ensuring they're ready for use and meet all quality standards.

  • Orders with large amounts of glass may take longer than those with more straightforward plastic products.

  • During peak seasons, when we experience a high volume of orders, our production times might increase slightly.

​

What if my ants arrive dead or die shortly after arrival?

In the event of receiving dead ants or if they die within 24 hours of being available for pickup at your designated post office, please follow these steps:

  • Report Promptly: Email us at customercare@poramorart.ca within 24 hours of the ants being unpacked or noticed dead. Please include your order # or copy of the receipt. Delayed reporting might impact our ability to offer assistance.

  • Send Clear Photos: Include clear pictures of the dead ants and the packaging in your email. This documentation is crucial for processing a refund (excluding shipping fees) or arranging for reshipment without additional charges.

  • Shipping Method and Warranty: Remember, for live ants or spiders, using the LiveTrack shipping service ensures a shorter transit time, which is vital for their survival. Using other shipping methods voids all warranty claims on live specimens. Also, unclaimed live specimens left at the post office within 24 hours of being available for pick up void all warranties.

  • Housing Conditions and Warranty: We don’t offer warranties for ants housed in unsuitable conditions, like gel ant farms or low-quality formicaria. If fatalities occur, we reserve the right to determine if proper housing conditions were met.

  • Discretion in Case of Early Deaths: If ants perish within a week of pickup, we'll assess if it was due to neglect. If neglect is ruled out, we will consider reshipping or refunding.

  • For more details on policies related to live ants, please visit our 'Return, Refund & Warranty Policies' page.

​

Do you cover customs/duty fees?

  • No, customers are responsible for any customs or duty fees.

​

What if I need to return an item?

​

bottom of page