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Return, refund & warranty Policy

  • Return/refund/cancellation policy:

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Returns & Refunds: For returns, email customercare@poramorart.ca within 14 days of receiving the item. It should be unused and like new. Include photos and your order number. You'll cover the return shipping costs. A 10% restocking fee applies only for full order cancellations, not for individual item returns. We can't accept returns of live or dead ants. Refund decisions are made case-by-case, particularly for damaged or defective items due to manufacturing issues.

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Cancellations & Changes: You can cancel or modify your order within 72 hours of placing it. Note that the 10% restocking fee applies only to full order cancellations, not to order alterations. Any price differences due to changes will be adjusted accordingly.

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  • Refund policy of Shipping fees:

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Shipping fees on all orders are non-refundable as long as the package delivery has been completed. If the customer provides an incorrect address, additional fees will be charged to facilitate successful delivery. Shipping fees can be refunded if the delivery was incomplete due to our negligence.

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  • Warranties & responsibility for services and products:

 

Our warranty policy lasts 30 days for products that are not damaged upon delivery but break or don't work as expected. If 30 days have passed since your purchase, unfortunately, we can't offer you a refund or exchange; when we receive a valid warranty claim for a product purchased directly from us, we will repair the relevant defect or replace the product. If we cannot repair or replace the product within a reasonable time, the customer will be entitled to a full refund upon the prompt return of the product to us. We will cover the cost of the shipment of repaired or replaced products to the customer, and the customer will be responsible for the return shipment and its associated costs.​

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  • Live Specimen Refund/Exchange 

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Claims for dead-upon-arrival specimens must be made within 24 hours of receiving your package and include clear photos of the specimen, shipping box and all its contents. Any shipping other than LiveTrack will VOID the warranty on live specimens. Packages must be claimed from Canada Post within 24 hours of the first attempt, or the warranty is VOID.

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If live specimens arrive alive but die within seven days of receiving them, it will be up to our discretion to determine if this was due to the receiver's neglect; if no reason is found, we will reship or refund the live specimen (excluding shipping fee). Using gel farms or any other inadequate enclosure, as well as not meeting the proper conditions required by the species, will VOID the warranty. 

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If you live outside of Canada and accidentally purchase a live specimen and need a refund, a 10% restocking fee will apply.

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Please read the "Shipping Policy & FAQ" page for details on live specimen casualties and damaged packages during transit. 

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