Live Arrival Guarantee and Shipping Update: What You Need to Know

A lot of customers order ants from us without realising they are covered by a live arrival guarantee. We want to change that. We have also updated our shipping schedule for UPS packages, and that affects all orders going forward. This post covers both things so you know exactly what to expect when you order from Esthetic Ants.

New Shipping Schedule: Mondays Before Noon

Starting now, all UPS packages will only ship on Mondays before noon. This applies to both UPS Standard and UPS Express, and covers nearly all UPS orders we send out.

The reason is straightforward. UPS Express shipments need to leave early to stay on schedule. Shipping on other days increases the chance of delays, which is the last thing we want with live animals. By sending everything out on Monday mornings, we give every package the best possible start and the fastest transit to you.

If you place an order later in the week, it will be held and shipped the following Monday. Keep this in mind when planning your order, especially if you have a specific arrival week in mind.

What the Live Arrival Guarantee Covers

The live arrival guarantee is active from February 1st to November 1st for all EU orders. It applies to all ants we sell, except free ants and replacement colonies. If your colony arrives dead on the day of delivery, we will either send a replacement or issue a refund depending on the situation and your preference.

The guarantee applies to the colony as a whole. If the majority of workers have died, or the colony is clearly in very poor condition when it arrives, you have a valid claim. You do not need every single ant to be dead for the guarantee to apply.

If your colony seems fine on arrival but declines within a few days, you can still contact us. This does not always fall under the standard guarantee, but we look at each case individually and try to find a fair solution.

How to Make a Claim

Contact us on the day of delivery via our contact page or by email at info@estheticants.com. You need to include clear photo or video evidence of the colony's condition on arrival. The evidence must be taken before moving the ants out of the original test tube or container. Once the ants have been moved, the guarantee is no longer valid.

No evidence means no claim. We cannot make exceptions to this. It also means you should check your ants before setting them up in a nest or outworld.

Winter Shipping and Heat Packs

Between November 1st and February 1st, the guarantee has extra conditions. For most EU countries, it only applies when you purchase a heat pack and select UPS Express shipping. For orders within the Netherlands, the guarantee is active all year round as long as you add a heat pack during winter months.

Some countries require UPS Express regardless of season due to longer transit times. These are: Croatia, Cyprus, Estonia, Greece, Hungary, Italy, Lithuania, Malta, Portugal, Romania, Slovakia, and Slovenia. If you live in one of these countries and choose standard shipping, the guarantee does not apply.

If you are unsure whether you need a heat pack, our heat pack guide explains when they are needed and how they work.

Read the Full Policy

The full live arrival guarantee is on our website at estheticants.com/live-arrival-guarantee. We recommend reading it before placing an order, especially if you are ordering internationally or during winter. If you have questions, reach us at info@estheticants.com or via our contact page.

For a broader overview of what to expect when ordering live ants online, see our guide on ordering live ant colonies in the Netherlands.