FAQS

(Frequently Asked Questions)

Frequently asked questions

How does the live arrival guarantee policy work? (UK)

All our live ants orders to the UK are covered by our "Live Arrival Guarantee" policy. What does this mean? Once you order your queen or colony, we will ship it to you via one of our couriers. The journey is normally relatively quickly and stress free to the ants. However, in rare occasions things can go wrong and ants can perish when you get your package and open it. This may be due to circumstances that we cannot control; i.e. rough handling or logistical courier delays. 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.



My ants just arrived, what should I do?

Your ants have just arrived. What to do? 1. You want to allow them to acclamatise. What does this mean? As the ants are posted, these are affected by the outside temperature, especially when it's cold as their metabolism slows down. In order to prevent any further shock stress to your little pals, it's best to open the package to allow fresh air and just have a quick check to see if any DOA's, that's it! Leave at your room temperature for 2 - 3 hours before doing anything. 2. After this timeframe has passed, you can begin introducing the ants to your setup. If: A) The test tube fits, simply unplug the cap and allow them to venture out at their own pace. B) If not, try to find a way to connect the tube to their new home. C) If it's unavoidable, gently tapping them out of their test tube also works. 3. Their journey may have left them rather hungry and thirsty, introduce source of water, sugar and protein for them to feed on. 4. If they don't do much the first day, that's normal, they're just settling in, especially if a small colony size or queen. 5. Enjoy your colony or queen! As long as you have researched beforehand, everything should go smoothly from here on out! Best of luck!



Can I mix two different ant species or colonies of the same species?

BIG - NO! This is due to the fact that different ant species recognise each other as potential threats to the wellbeing of their respective colonies and will react aggresively towards each other instinctively. Whilst some species do have higher degrees of acceptance of other members of another colony of their own species, it's strongly not recommended as one can never predict with accuracy whether this will be the case or not. Why put your ants in unecessary danger and potentially, harm them in the process.



How long does it take you to ship my order after I pay?

Our website accepts orders 24/7. However, our shipping dates are Monday-Thursday. If you place an order within these days, your order is normally sent within 1 working day of receiving the purchase details of our customer when they place the order online. If your order is made after Thursday 13:00 PM, this will normally be dispatched on Monday after the weekend. However, should you have an urgent case, we are always open to discuss alternatives to ship them outside these timeframes at our discretion via e-mail, as long as it safe for the ants.



What does 'hibernation' mean and how do I replicate this for my ants?

Do my ants hibernate like bears? Haha, it's quite similar actually but they don't build a den underground. In fact, a lot of ant species which experience periods of colder temperatures, i.e. countries which experience a winter season, will want to be introduced into a hibernation state for 1-3 months depending on their origin country. If there are mild winters, 1 month will suffice, on the contrary, if winters are typically harsh and prolonged, one wants to try and replicate this as much as possible and 3 months is recommended. Why though? What are the benefits of this? During this period of cooler temperatures, the ants' metabolism slows down and effectively allows the colony to enter a "semi-dormant" state whereby activiti levels are reduced. This in turn, enables the queen to have a rest period from laying eggs, ensuring that once Spring arrives, she will have regained a lot of energy she expended during the last year laying eggs, to lay a tonne more the following year! Similarly, worker ants which are likened to living batteries, are able to conserve their energy and therefore, potentially live a little longer through a reduction in their metabolism and subsequent activities. The average hibernation temperature (however, can be species specific) is typically 5-10C. For example, species from tropical regions never experience such temperatures and therefore, do not require a hibernation period.



Can I pre-order for a show that I'll be attending?

Yes, you can but only a week before the show. This is to ensure that stock availability is accurate and that we have enough time to package accordingly to bring to the show. However a full, non-refundable deposit is required to do this. You can contact us via e-mail to arrange the specific requirements.



My ants won't come out of their test tube?

This is completely normal during the first few days as your ants settle in their new habitat. Especially, if its a small colony. It's normally advised that if you have purchased a young queen, that they should be kept in this setup until the first workers emerge. However, if this problem persists, it may be down to a fault in the conditions of the ant farm, be it soil type, humdiity or temperature. Ants are very sensitive to such factors and will behave accordingly. If this happens, feel free to shoot as an e-mail and we will both try to work out what may be happening.



What do I feed my ants and how often?

This is a question with many variable answers as it really depends on 3 factors: species, colony size and presence of larvae. Usually, the rule of thumb is to cover both a liquid sugary source to maintain the workers' needs and secondly, a protein source (normally in the form of fresh insects) to feed the growing larvae that will become the new generation of workers after a few weeks. In terms of frequency, it really depends on the above as a small colony may only require feeding every 7 days whereas a large colony may need replenishing of nutrients every 3-4 days. In order to determine this, you require a bit of trial and error as well as past experiences of other keepers (information can be found online). When you can find that: A) The ants are hungry and subsequently present behaviour such as prey trapping, foraging and dismembering. B) No excess is left. You will have found out the frequency and amount necessary for your pets. It's all part of the fun of the hobby!



Where are you able to ship to?

We only ship live ants to countries within the EU and UK. We cannot ship live queen ants outside the EU due to regulations. However, if for research purposes, we can discuss the application process for both parties to arrange relevant export/import licenses with approved governing bodies.



I need a specific sample size of colonies, is this possible?

Yes, this is normally possible. However, we will both need to discuss your exact requirements in order for us to be able to give you a precise quote and turnover time to provide you with necessary samples of species.



Can you supply a specific species and size of ants for a documentary?

Of course! We are always delighted to participate in anything that will expand our knowldege of these critters and increase the interest for the scientific study of ants that is Myrmecology. Drop us an e-mail with your requirements and we'll go through the process.



How does live arrival guarantee work? (EU)

How does the live arrival guarantee scheme work if you placed an order outside (EU) the UK? Whilst the journey is normally relatively quickly and stress free to the ants. In rare occasions things can go wrong and ants can perish when you get your package and open it. This may be due to circumstances that we cannot control; i.e. rough handling or logistical courier delays. 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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If this provision is found to be illegal or unenforceable, then neither Party will elect to arbitrate any Dispute falling within that portion of this provision found to be illegal or unenforceable and such Dispute shall be decided by a court of competent jurisdiction within the courts listed for jurisdiction above, and the Parties agree to submit to the personal jurisdiction of that court. CORRECTIONS There may be information on the Site that contains typographical errors, inaccuracies, or omissions, including descriptions, pricing, availability, and various other information. We reserve the right to correct any errors, inaccuracies, or omissions and to change or update the information on the Site at any time, without prior notice. DISCLAIMER THE SITE IS PROVIDED ON AN AS-IS AND AS-AVAILABLE BASIS. YOU AGREE THAT YOUR USE OF THE SITE AND OUR SERVICES WILL BE AT YOUR SOLE RISK. TO THE FULLEST EXTENT PERMITTED BY LAW, WE DISCLAIM ALL WARRANTIES, EXPRESS OR IMPLIED, IN CONNECTION WITH THE SITE AND YOUR USE THEREOF, INCLUDING, WITHOUT LIMITATION, THE IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT. WE MAKE NO WARRANTIES OR REPRESENTATIONS ABOUT THE ACCURACY OR COMPLETENESS OF THE SITE’S CONTENT OR THE CONTENT OF ANY WEBSITES LINKED TO THE SITE AND WE WILL ASSUME NO LIABILITY OR RESPONSIBILITY FOR ANY (1) ERRORS, MISTAKES, OR INACCURACIES OF CONTENT AND MATERIALS, (2) PERSONAL INJURY OR PROPERTY DAMAGE, OF ANY NATURE WHATSOEVER, RESULTING FROM YOUR ACCESS TO AND USE OF THE SITE, (3) ANY UNAUTHORIZED ACCESS TO OR USE OF OUR SECURE SERVERS AND/OR ANY AND ALL PERSONAL INFORMATION AND/OR FINANCIAL INFORMATION STORED THEREIN, (4) ANY INTERRUPTION OR CESSATION OF TRANSMISSION TO OR FROM THE SITE, (5) ANY BUGS, VIRUSES, TROJAN HORSES, OR THE LIKE WHICH MAY BE TRANSMITTED TO OR THROUGH THE SITE BY ANY THIRD PARTY, AND/OR (6) ANY ERRORS OR OMISSIONS IN ANY CONTENT AND MATERIALS OR FOR ANY LOSS OR DAMAGE OF ANY KIND INCURRED AS A RESULT OF THE USE OF ANY CONTENT POSTED, TRANSMITTED, OR OTHERWISE MADE AVAILABLE VIA THE SITE. WE DO NOT WARRANT, ENDORSE, GUARANTEE, OR ASSUME RESPONSIBILITY FOR ANY PRODUCT OR SERVICE ADVERTISED OR OFFERED BY A THIRD PARTY THROUGH THE SITE, ANY HYPERLINKED WEBSITE, OR ANY WEBSITE OR MOBILE APPLICATION FEATURED IN ANY BANNER OR OTHER ADVERTISING, AND WE WILL NOT BE A PARTY TO OR IN ANY WAY BE RESPONSIBLE FOR MONITORING ANY TRANSACTION BETWEEN YOU AND ANY THIRD-PARTY PROVIDERS OF PRODUCTS OR SERVICES. AS WITH THE PURCHASE OF A PRODUCT OR SERVICE THROUGH ANY MEDIUM OR IN ANY ENVIRONMENT, YOU SHOULD USE YOUR BEST JUDGMENT AND EXERCISE CAUTION WHERE APPROPRIATE. LIMITATIONS OF LIABILITY IN NO EVENT WILL WE OR OUR DIRECTORS, EMPLOYEES, OR AGENTS BE LIABLE TO YOU OR ANY THIRD PARTY FOR ANY DIRECT, INDIRECT, CONSEQUENTIAL, EXEMPLARY, INCIDENTAL, SPECIAL, OR PUNITIVE DAMAGES, INCLUDING LOST PROFIT, LOST REVENUE, LOSS OF DATA, OR OTHER DAMAGES ARISING FROM YOUR USE OF THE SITE, EVEN IF WE HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. NOTWITHSTANDING ANYTHING TO THE CONTRARY CONTAINED HEREIN, OUR LIABILITY TO YOU FOR ANY CAUSE WHATSOEVER AND REGARDLESS OF THE FORM OF THE ACTION, WILL AT ALL TIMES BE LIMITED TO THE AMOUNT PAID, IF ANY, BY YOU TO US. CERTAIN US STATE LAWS AND INTERNATIONAL LAWS DO NOT ALLOW LIMITATIONS ON IMPLIED WARRANTIES OR THE EXCLUSION OR LIMITATION OF CERTAIN DAMAGES. IF THESE LAWS APPLY TO YOU, SOME OR ALL OF THE ABOVE DISCLAIMERS OR LIMITATIONS MAY NOT APPLY TO YOU, AND YOU MAY HAVE ADDITIONAL RIGHTS. INDEMNIFICATION You agree to defend, indemnify, and hold us harmless, including our subsidiaries, affiliates, and all of our respective officers, agents, partners, and employees, from and against any loss, damage, liability, claim, or demand, including reasonable attorneys’ fees and expenses, made by any third party due to or arising out of: (1) use of the Site; (2) breach of these Terms of Use; (3) any breach of your representations and warranties set forth in these Terms of Use; (4) your violation of the rights of a third party, including but not limited to intellectual property rights; or (5) any overt harmful act toward any other user of the Site with whom you connected via the Site. Notwithstanding the foregoing, we reserve the right, at your expense, to assume the exclusive defense and control of any matter for which you are required to indemnify us, and you agree to cooperate, at your expense, with our defense of such claims. We will use reasonable efforts to notify you of any such claim, action, or proceeding which is subject to this indemnification upon becoming aware of it. USER DATA We will maintain certain data that you transmit to the Site for the purpose of managing the performance of the Site, as well as data relating to your use of the Site. Although we perform regular routine backups of data, you are solely responsible for all data that you transmit or that relates to any activity you have undertaken using the Site. You agree that we shall have no liability to you for any loss or corruption of any such data, and you hereby waive any right of action against us arising from any such loss or corruption of such data. ELECTRONIC COMMUNICATIONS, TRANSACTIONS, AND SIGNATURES Visiting the Site, sending us emails, and completing online forms constitute electronic communications. You consent to receive electronic communications, and you agree that all agreements, notices, disclosures, and other communications we provide to you electronically, via email and on the Site, satisfy any legal requirement that such communication be in writing. YOU HEREBY AGREE TO THE USE OF ELECTRONIC SIGNATURES, CONTRACTS, ORDERS, AND OTHER RECORDS, AND TO ELECTRONIC DELIVERY OF NOTICES, POLICIES, AND RECORDS OF TRANSACTIONS INITIATED OR COMPLETED BY US OR VIA THE SITE. You hereby waive any rights or requirements under any statutes, regulations, rules, ordinances, or other laws in any jurisdiction which require an original signature or delivery or retention of non-electronic records, or to payments or the granting of credits by any means other than electronic means. MISCELLANEOUS These Terms of Use and any policies or operating rules posted by us on the Site or in respect to the Site constitute the entire agreement and understanding between you and us. Our failure to exercise or enforce any right or provision of these Terms of Use shall not operate as a waiver of such right or provision. These Terms of Use operate to the fullest extent permissible by law. We may assign any or all of our rights and obligations to others at any time. We shall not be responsible or liable for any loss, damage, delay, or failure to act caused by any cause beyond our reasonable control. If any provision or part of a provision of these Terms of Use is determined to be unlawful, void, or unenforceable, that provision or part of the provision is deemed severable from these Terms of Use and does not affect the validity and enforceability of any remaining provisions. There is no joint venture, partnership, employment or agency relationship created between you and us as a result of these Terms of Use or use of the Site. You agree that these Terms of Use will not be construed against us by virtue of having drafted them. You hereby waive any and all defenses you may have based on the electronic form of these Terms of Use and the lack of signing by the parties hereto to execute these Terms of Use. CONTACT US In order to resolve a complaint regarding the Site or to receive further information regarding use of the Site, please contact us at: Ants HQ Ltd 5B Bramber Road (Unit 4) London W14 9PA United Kingdom Phone: __________ antshq@gmail.com



Privacy Policy

Last updated July 14, 2020 WHAT TYPE OF INFORMATION DO YOU COLLECT? We receive, collect and store any information you enter on our website or provide us in any other way. We may use software tools to measure and collect session information, including page response times, length of visits to certain pages, page interaction information, and methods used to browse away from the page. We also collect personally identifiable information (including name, email). HOW DO YOU COLLECT INFORMATION? When you conduct a transaction on our website, as part of the process, we collect personal information you give us such as your name, address and email address. Your personal information will only ever be used for the purposes of completing a transaction (i.e. purchase or replacement) and will never be disclosed to a third party. WHY DO YOU COLLECT SUCH INFORMATION? We collect such Non-personal and Personal Information for the following purposes: 1. To provide and operate the Services; 2. To provide our Users with ongoing customer assistance and technical support; 3. To be able to contact our Visitors and Users with general or personalized service-related notices and promotional messages; 4. To create aggregated statistical data and other aggregated and/or inferred Non-personal Information, which we or our business partners may use to provide and improve our respective services; 5. To comply with any applicable laws and regulations. HOW DO YOU STORE, USE, SHARE AND DISCLOSE YOUR VISITORS' PERSONAL INFORMATION? Ants HQ is hosted on the Wix.com platform. Wix.com provides us with the online platform that allows us to sell our products and services to you. Your data may be stored through Wix.com’s data storage, databases and the general Wix.com applications. They store your data on secure servers behind a firewall. All direct payment gateways offered by Wix.com and used by our company adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover. PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers. HOW DO YOU COMMUNICATE WITH YOUR SITE VISITORS? We may contact you to notify you regarding your account, to troubleshoot problems with your account, to resolve a dispute, to collect fees or monies owed, to poll your opinions through surveys or questionnaires, to send updates about our company, or as otherwise necessary to contact you to enforce our User Agreement, applicable national laws, and any agreement we may have with you. For these purposes we may contact you via email, telephone, text messages, and postal mail. HOW DO YOU USE COOKIES? We use a series of different cookies to enable us to offer you an enhanced experience browsing through our website. Cookies are small files that store information on your computer, TV, mobile phone, or other device. They enable the entity that put the cookie on your device to recognise you across different websites, services, devices, and/or browsing sessions. Cookies serve many useful purposes. For example: • Cookies can remember your sign-in credentials so you don’t have to enter those credentials each time you log on to a service. • Cookies help us understand which parts of our Services are the most popular because they help us to see which pages and features visitors are accessing and how much time they are spending on the pages. By studying this kind of information, we are better able to adapt the services on our website and provide you with a better experience. Primarily we use Performance Cookies: these enable us to analyse the performance and design of our website and detect errors. For example, this type of cookie enables us to recognise that you have visited our website before and shows which sections of our website are most popular by allowing us to see which pages visitors access most frequently and how much time visitors spend on each page. Secondly, we also use Essential Cookies: these enable you to receive the services you request via our website. Without these cookies, services that you have asked for cannot be provided. For example, essential cookies enable us to remember the items you place in the shopping basket so you can order products. These cookies are automatically enabled and cannot be turned off because they are essential to enable you to browse our website. Without these cookies our website and e-store services could not be provided. HOW CAN SITE VISITORS WITHDRAW THEIR CONSENT? If you don’t want us to process your data anymore, please contact us at antshq@gmail.com or you can write us formally to our address provided on the site. PRIVACY POLICY UPDATES We reserve the right to modify this privacy policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it. QUESTIONS? If you would like to: access, correct, amend or delete any personal information we have about you, you are invited to contact us at antshq@gmail.com



Contact Us

Business Name: Ants HQ Ltd Email: info@antshq.co.uk Street Address: 378-380 Lillie Road (Unit 36), Hammersmith, SW6 7PH, London, UK Country: United Kingdom



Returns Policy (Livestock and Equipment)

For Live Arrival Guarantee Policies please check the LIVE ARRIVAL GUARANTEE POLICY (UK & EU). With Equipment and Dry Goods we honour all warranties given by the manufacturers, but the item must be returned to us for inspection prior to any replacement or refund being given. In the event of Equipment and Dry Goods being faulty, we will bear the cost of shipping once the faulty goods have been received by us in the form of store credit. The vale of the returned item itself can be exchanged for a new item or other item of the same value free of charge.