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FAQ's

  • How do I find the status of my order?
    You may check the status of an order by going to our order status lookup page. Click here to view the status of your order.

  • What if I lost my password?
    Simply send an email to customer service with your user name and we will send you a new password to the email account that you specified when you set the account up.

  • What if I don't want to place my order over the Internet?
    Contact our customer service and we will supply you with an alternative order form that you can return to us with your order and information. Please be aware that there may be additional charges for non online orders

  • Is it secure when I send my credit card information to you?
    The short answer is yes!
    The simplest way to know if you are on a secure site is to look at your address bar, it the address starts out with https:// it is secure. For more information, click here.

  • Why did I not receive ants with my AntWorks™?
    Due to federal and state regulations InnovaToys is not allowed to ship live ants with the AntWorks™. You should use the order form that is included with your AntWorks™ to order ants from Life Studies. If you no longer have a copy of the order form you are always welcome to contact customer service and we will email or fax you a new one.

  • How do I add an item to my basket?
    When you see the 'Add To Basket' button on the product that you would like to order you need to select the quantity that you would like to order, select any attributes (AKA options) you would like to add, then click the add to basket button. You can see what is in you basket any time by clicking on the 'view cart' button on the upper navigation bar.

  • Why is my country is not listed in the country list?
    Although InnovaToys can ship almost anyplace in the world some countries have a higher number of credit card fraud instances than others. We will be happy to help you place an order but we have to take a few extra security measures, for more information contact our customer service. Please include your shipping address, and a list of items that you are interested in purchasing. Top

  • Who do you use to ship my order to me?
    All of our orders going to the United States and Canada (FedEx International Ground service to Canada) are shipped via FedEx. All international orders are normally shipped via the United States Postal Service. Arrangements may be made for alternative shipping methods; customers are responsible for any additional shipping costs.

  • Why did my express order take extra time to get to me?
    If we receive your order with express service selected after 12:00 noon Pacific Time it may not be able to be shipped on the same day that the order is received, we will however make every effort to ship same day for all orders. It is also worth noting that FedEx shipping time is in business days, not calendar days, and does not include the day of pickup except for overnight service.

  • Why did I receive a bill from FedEx?
    Almost all countries impose duty fees and/or other taxes based on the product origin and/or value. These fees and taxes are based on your country's import policy, and may be imposed in addition to the purchase price and shipping/handling fees collected by us prior to shipment. All such fees and taxes are the responsibility of the recipient and our company is not responsible for them. InnovaToys is not to be responsible for such fees/taxes on returned items either. If InnovaToys is billed for these fees we will charge your account for the full amount and include a $3.00-$5.00 penalty fee.

  • Why did you not ship my order when only some of the items are on backorder?
    We try to send all of our orders complete to help keep our shipping costs as low as possible, if one of the items in your order is out of stock we will not ship unless special arrangements are made. We can ship your in stock items to you as soon as we receive your order but there will be additional shipping charges when the out of stock items are shipped.

  • How long will the AntWorks™ gel last?
    Under normal conditions the AntWorks™ gel will last for one year and can be used for multiple generations of ants.

  • Can I buy the gel in bulk? What about replacement gel?
    NO.
    The process in which the gel is created requires a number of difficult and potentially dangerous steps if not preformed in a controlled setting. As a result the manufacturer has not yet found a way to sell the gel separately.

  • What other sizes does the AntWorks™ habitat come in?
    None.
    The closest thing there is to AntWorks™ in a different size is the AntWorks™ TunnelVision™

  • Do you have a mailing list?
    Yes.
    As of March 7th, 2009, we have begun creating and sending out newsletters. Please be sure to sign up by click on 'Newsletter Signup' in the left navigation. Also, make sure to add us to your contact list to prevent us from getting lost in you SPAM filter. -Thanks!

    **InnovaToys will never send you unsolicited advertisements or sell your personal information. For further information see our Privacy Policy.

  • Do you have a local retailer in my area or country?
    InnovaToys is a retail company. Even though it makes no business sense at all for us to send you to a retailer that has the same products, if we do know of one in your area we'll let you know.

  • Why doesn't InnovaToys have a physical storefront that I can go to and shop for your products?
    Because we have faces made for the Internet, not a store where you'd have to look at us.