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Shipping Policy
& FAQ

Artist inside a workshop wearing protective equipment

Shipping Policy:
 

Shipping Destinations

  • Worldwide Shipping: We ship non-living items (inorganic materials) worldwide.

  • Canada-Only Shipping: All our products, including organic materials like live ants, spiders, and food, are shipped within Canada.

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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.

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Shipping Services (Transit time)

Orders are shipped primarily through Canada Post, UPS, Purolator, FedEx & Canpar, 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. LiveTrack is mandatory for all live animal shipments to maintain warranty coverage and ensure the health of your pets during transit.

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LiveTrack Shipping offers fast and secure delivery for live specimens to maintain health during transit. Orders are delivered to your nearest Canada Post location via XpressPost, and you will receive a Delivery Notice Card for pickup, minimizing exposure to outdoor conditions and handling, ensuring safe transit. 

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  • USA:

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

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  • International (excluding the USA):

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

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

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Please note**:

  • Some countries’ postal services do not provide tracking information.

  • Delays caused by customs are beyond our control.

  • Only business days are counted when calculating delivery estimates. Public holidays may affect delivery times.

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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, especially for larger or more complex orders.

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

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

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

  • Business days are Monday to Friday, excluding holidays.

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Total Time to Receive Order = Production Time + Transit Time

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Shipping Costs

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

  • Options are visible and adjustable on the checkout page.

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Customs and Duty Fees

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

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Shipping Issues

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Additional Notes

  • We are not responsible for delivery delays or interruptions by shipping couriers (e.g., during the COVID pandemic).

  • Business-to-business (B2B) orders follow a distinct process. Before finalizing an order, aspects such as production estimates, shipping expenses, discounts, and delivery timelines are negotiated.

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

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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.

  • Please note, not all payment methods may be available in every country.

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Do you ship live animals outside of Canada?

  • No, live ants and spiders are only shipped within Canada.

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

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

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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.

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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, with production starting the next business day after your order is placed. Production typically takes 2-10 business days.

  • After production, we quickly pack and prepare your order for shipping. Total Time to Receive Your Order = Production Time + Transit Time.

  • All formicaria are washed with distilled water before shipping, which means larger formicaria or substantial orders might need extra time to dry appropriately to meet all quality standards.

  • Orders containing large amounts of glass may take longer than straightforward plastic products.

  • During peak seasons, production times might increase slightly.

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

In the event of receiving dead ants or spiders, 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, crucial for minimizing stress and ensuring 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.

  • Warranty Limitations: We cannot offer warranties for ants or spiders housed in unsuitable conditions, like gel ant farms or low-quality formicaria and enclosures. 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.

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Do you cover customs/duty fees?

  • No, customers are responsible for any customs or duty fees incurred at their country's border.

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What if I need to return an item?

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