Live Arrival Guarantee
Effective from February 1st to November 1st
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Esthetic Ants offers a Live Arrival Guarantee on all ants, except free ants and replacement colonies, delivered within the specified period and under the conditions listed below.
If your ants arrive deceased on the day of delivery, we will either issue a refund or send replacements, depending on the situation and your preference.
To initiate a claim, please contact us via the contact page on our website or send us an email on info@estheticants.com on the day of delivery. You must provide clear photo or video proof showing the condition of the ants upon arrival.
Please note that Esthetic Ants cannot be held responsible and will not take further action without sufficient photo or video evidence.
Live Arrival Guarantee conditions
The Live Arrival Guarantee applies to the colony as a whole. This means that if the majority of the workers have died, or if the overall colony is clearly in very bad condition upon arrival, we may provide a suitable solution depending on the situation.
If your colony dies within a few days after arrival, you can still contact us. While this does not always fall under the standard Live Arrival Guarantee, we are willing to review the situation and see if we can offer a fair resolution.
The Live Arrival Guarantee expires immediately if the colony is moved out of the original test tube or container they arrived in. This includes moving them into a nest, setup, outworld, or any other housing before a claim has been reviewed.
We reserve the right to decline a Live Arrival Guarantee claim if we suspect improper care, stress, or unsafe handling after arrival. Examples include, but are not limited to, moving the ants into an improper nest, being careless with the test tube, exposing the ants to unsuitable temperatures, or stressing the ants too much shortly after delivery.
Mites
Esthetic Ants does not offer any guarantee for colonies that arrive with mites.
Mites can be common with certain ant species and are not always visible before shipping. The presence of mites does not automatically mean that the colony is unhealthy or will die. Because of this, colonies with mites are not covered under the Live Arrival Guarantee unless the colony itself arrives deceased or in extremely poor condition.
Evidence required
To be eligible for the Live Arrival Guarantee, you must provide clear photo or video evidence of the colony’s condition.
If no evidence is provided, or if the evidence is unclear, the claim cannot be accepted.
The evidence must be taken before moving the ants out of the original test tube or container they arrived in.
EU orders only
The Live Arrival Guarantee is only valid for orders shipped within EU (European Union) countries.
Orders shipped outside the EU are not covered by the Live Arrival Guarantee.
Winter shipping
During winter months, from November 1st to February 1st, the Live Arrival Guarantee only applies within the EU when both of the following conditions are met:
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A heat pack is purchased with the colony.
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UPS Express shipping is selected.
There is one exception for the Netherlands. For orders shipped within the Netherlands, the Live Arrival Guarantee is active all year round, as long as a heat pack is purchased with the colony during the winter months.
Countries requiring UPS Express
Due to longer shipping times, the following European countries are only eligible for the Live Arrival Guarantee when UPS Express shipping is selected:
Croatia, Cyprus, Estonia, Greece, Hungary, Italy, Lithuania, Malta, Portugal, Romania, Slovakia and Slovenia.
If a different shipping method is selected for these countries, the Live Arrival Guarantee does not apply.
Final note
By placing an order on the Esthetic Ants store, you acknowledge and agree to the terms of this policy.