Question 1

What is our Live Arrival Guarantee policy (UK)?

Accepted Answer

At Ants HQ, we understand the importance of ensuring your live ants arrive in optimal condition.

That's why we offer a comprehensive live arrival guarantee service for all our queen ants, excluding worker ants. We want to assure you that your ant colony gets off to the best possible start.

Our live arrival guarantee means that if, unfortunately, your queen ant arrives dead on arrival (DOA), we've got you covered. To initiate a claim, simply notify us within 24 hours of receiving your order, providing photographic evidence of the deceased queen ant. We're here to help you every step of the way.

In some cases, we may require a return of the deceased queen ant for examination purposes. If a return is necessary, you'll be responsible for covering the return expenses. Rest assured, we'll guide you through the process and ensure it's as smooth as possible.

At Ants HQ, we take great pride in delivering high-quality specimens to our customers, and our live arrival guarantee reflects our commitment to your satisfaction.

We strive to provide a seamless experience from the moment you place your order until your ants safely arrive at your doorstep.

That's why our commitment to your satisfaction doesn't end there. If, even after the initial 24-hour period, you notice anything concerning or have questions about your ants, please don't hesitate to reach out. Our knowledgeable team is here to assist you every step of the way and guide you in the right direction. Whilst a refund or replacement is NOT GUARANTEED after this period of time, we will try to help nurse your ants back to health with your help.

Experience the thrill of observing an ant colony thrive and build their fascinating society, from the comfort of your home, today!

Question 2

Do you ship live ants to the rest of the world?

Accepted Answer

If you are placing an order from outside of the UK (i.e. USA) that includes live ants:

• The order will be shipped without the live ants.
 • You will be refunded the cost of the ant colony minus a £5 administration charge and any processing or refund-related fees.

If you are an individual, retailer or a research institution and are interested in wholesale opportunities, please contact us and we can discuss a quote and the relevant export and import requirements.

Question 3

What are our dispatch times?

Accepted Answer

At Ants HQ, we understand the excitement of welcoming a new queen ant or setting up a formicarium for an expanding colony . That's why we strive to ensure that your orders are dispatched quickly and efficiently.

We want your ants, formicaria and accessories to arrive at your doorstep as soon as possible.

Our Dispatch Promise:  When you place an order with Ants HQ, we aim to have all orders shipped within 24 hours of receiving them.

Order Before 14:00 PM, Same-Day Dispatch: If you place your order before 14:00 PM, we'll do our best to dispatch it the same day. That means you can expect your package to be on its way to you in no time in less than 24 hrs.

Dispatch Schedule for Live Ant Orders: Orders containing live ants are dispatched from Monday to Thursday. This ensures the well-being of our ants as it avoids the possibility of any shipments being stuck in a cold/hot warehouse over the weekend.

Dispatch Schedule for Non-Live Insect Orders:   Orders without live ants or insects  will be dispatched throughout the week, including Fridays. That way, you can receive your equipment and dry goods as quickly as possible.

At Ants HQ, we really take pride in our efficient order processing and dispatch system. We understand that time is of the essence, especially when it comes to live ants so you can count on us.

Question 4

How fast do you deliver?

Accepted Answer

We understand the excitement of receiving your live ants, formicaria, and accessories in a timely manner. That's why we entrust all our orders to the reliable services of UPS & Royal Mail, ensuring your packages reach you quickly and efficiently. Here's a breakdown of our estimated delivery times:

To the UK: Your order will typically be delivered the day after we dispatch it, within a speedy 24 hours, 95% of the time.

To the EU: For our valued customers in the European Union, UPS Express delivers your orders with remarkable efficiency. You can expect to receive your package 1-2 days after we dispatch it, 95% of the time.

To the rest of the world: Ants HQ extends its reach to ant enthusiasts across the globe. With UPS Express, we aim to deliver your order to any corner of the world within 3-7 working days after dispatch, 95% of the time.

Please note: Depending on the destination country, certain orders may be sent using alternative courier services to ensure efficient and reliable delivery.

During peak periods, like with any other courier company, delivery times may be slightly longer. Rest assured, UPS will always provide you with an estimated time of delivery on the day with the tracking number provided, keeping you informed every step of the way. Whilst Royal Mail will email you about any changes.

Question 5

Can I visit your store?

Accepted Answer

We'd love to welcome you but unfortunately we are not open to the public just yet. 
However, we're always happy to organise a collection from our premises by prior appointment.

That being said, if you'd really like to see some ants up and close get in touch with us firstly and we can explore different options.

Question 6

What are the benefits of UPS & Royal Mail?

Accepted Answer

We take pride in ensuring a seamless experience for all our customers.

To deliver our ants & nests safely and swiftly, we have partnered with UPS Express & Royal Mail, two reliable shipping services. With UPS, you can expect specific delivery time slots, giving you the flexibility to plan accordingly.

Additionally, if you're not available at your address, you can take advantage of the UPS access point service by calling them on 0345 787 7877, and your package will be conveniently dropped off at a nearby location for easy pickup - https://www.ups.com/dropoff/ (https://www.ups.com/dropoff/)

On the other hand with Royal Mail, you can enjoy slightly cheaper rates without compromising on traceability of your package.

Cost

UK

We offer a flat packaging and shipping cost of £7.95 for orders up to 2kgs and £12.50 for orders up to 15kgs. This means you can take full advantage and stock up on a large number of items without incurring high shipping costs.

EU

We offer a flat packaging and shipping cost of £24.95 for orders up to 2kgs and £30.00 for orders up to 10kgs. This means you can take full advantage and stock up on a large number of items without incurring high shipping costs

Rest of the world

We offer a competitive packaging and shipping cost of £35.00-£50.00 for orders up to 2kgs and £65-£90 for orders up to 10kgs. Please note this may be slightly different for some countries. When checking out, you will be provided with an accurate quote.

Question 7

Will I have to pay duties and taxes on my order outside the UK?

Accepted Answer

We want to inform you that in some cases, the courier may request an additional payment on top of the shipping fees you have already paid. This additional amount typically ranges between 5-20 euros. Please note that this charge is beyond our control, and unfortunately, we cannot cover it on your behalf.

We recommend being prepared for this possibility to avoid any inconvenience during the delivery process.

If you have any questions or concerns about shipping fees or any other aspect of your order, don't hesitate to reach out to our dedicated support team.

Question 8

My order hasn’t arrived yet, can you help?

Accepted Answer

We’re really sorry if you were expecting your order to turn up by now and you’ve still not received it. If it’s been longer than the estimated times we advise above then please pop us through an email containing your order number and delivery address to in(mailto:shop@grind.co.uk)fo@antshq.co.uk  and we’ll be sure to find out what's happened!

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