LIVE ARRIVAL GUARANTEE

Live Arrival Guarantee - UK


For our UK customers. We guarantee live arrival on all live stock shipped on a Next Day Service or 1st Class Signed For Service in the UK. The live arrival guarantee automatically becomes void if no one is present to receive and sign for the package on the arranged day as this results in a delay that is out of our control. Additionally, the guarantee is also void if the package is delayed due to any reason caused by the customer; i.e. supplying the wrong address. Any delays in transit caused by the couriers WILL NOT affect the live arrival guarantee and we will arrange a suitable refund/replacement. We must be notified of any DOAs (Dead On Arrival) within 24 hours to claim a refund or replacement, after this period all claims are null and void. On the unlikely event of any DOAs we will either replace it or refund of the same value, whichever is preferred by the buyer. Postage charges are excluded from refunds and ONLY the value of the item(s) purchased will be fully refunded. We may require a full colour photograph to back up your claim or the ants returned to us for inspection. We may require the animals be returned even if a full colour photograph is supplied. Please contact us in the first instance. Nothing is more important to us than our customers and we are always here to resolve any concerns or queries.




Live Arrival Guarantee - EU


For our EU customers. We guarantee live arrival on all live stock shipped on a 24-72 HRS Express Delivery Service which can be selected upon checkout. For 72+hrs options (i.e. 3-5 days delivery) the live arrival guarantee is NOT COVERED. Despite this, 95% of orders that use a 3-5 day delivery are alive upon arrival to our customers due to our experienced packaging and healthy live ants. The live arrival guarantee automatically becomes void if no one is present to receive and sign for the package on the arranged day as this results in a delay that is out of our control. Additionally, the guarantee is also void if the package is delayed due to any reason caused by the customer; i.e. supplying the wrong address. Any delays in transit caused by the couriers WILL NOT affect the live arrival guarantee and we will arrange a suitable refund/replacement. We must be notified of any DOAs (Dead On Arrival) within 24 hours to claim a refund or replacement, after this period all claims are null and void. On the unlikely event of any DOAs we will either replace it or refund of the same value, whichever is preferred by the buyer. Postage charges are excluded from refunds and ONLY the value of the item(s) purchased will be fully refunded. We may require a full colour photograph to back up your claim or the ants returned to us for inspection. We may require the animals be returned even if a full colour photograph is supplied. Return costs are NOT covered and it is the duty of our customers to cover the cost incurred. We are happy to recommend the cheapest postage alternative to save you money and hassle. Please contact us in the first instance. Nothing is more important to us than our customers and we are always here to resolve any concerns or queries.





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Ants HQ is a specialist supplier for all things concerning ants and the science of Myrmecology, based in South West London.

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