Live Arrival Guarantee

Live Arrival Guarantee

Live Shipping Protection

Our Commitment

AntNook carefully inspects and prepares every live colony before international shipment. We use specialized international live-animal logistics channels, including Air Express where appropriate, with protective packaging selected according to the destination and weather conditions. Because live ants are biological organisms, no international shipment can be completely risk-free. This policy explains the conditions under which Live Arrival Guarantee compensation may apply.

Order-Specific Coverage

Live-arrival coverage may vary by destination, shipping method, weather conditions, species, and any special arrangements confirmed before dispatch. Any order-specific exception or special coverage agreed by AntNook must be confirmed in writing before shipment. Unless otherwise agreed in writing, this policy applies.

1. Hardware Protection

  • Transit Damage: If a 3D-printed product arrives with significant structural damage caused during transit, please contact us within 24 hours of delivery. After reviewing the evidence, AntNook may provide an appropriate replacement, store credit, refund, or other reasonable resolution depending on the circumstances.
  • Resolution Scope: Any approved resolution will be based on the affected item's value and the circumstances of the claim. Shipping or other non-recoverable charges may be excluded where permitted by applicable law.
  • Manufacturing Characteristics: Minor layer lines, surface marks, or slight cosmetic variations resulting from the FDM/SLA 3D-printing process are normal manufacturing characteristics and do not constitute structural defects.
  • Evidence Requirement: Clear photographs of both the damaged product and the shipping packaging must be submitted within 24 hours of the carrier’s official delivery timestamp.

2. Live Arrival Guarantee (LAG) Coverage

The standard Live Arrival Guarantee covers the live arrival of the queen or queens in eligible live-ant colonies. Naturally queenless or gamergate-based species are handled under species-specific terms confirmed before dispatch because queen-based proportional compensation does not apply.

Standard LAG Eligibility

Standard LAG applies to live-ant shipments accepted by AntNook for LAG-covered delivery, subject to the temperature, timing, evidence, and exclusion rules below. If a destination or shipment is not eligible for LAG, AntNook will state this before dispatch.

Single-Queen Colony

If the only queen arrives deceased and all claim requirements are met, the approved refund equals 100% of the actual amount paid for the affected colony, excluding shipping and shipping-related fees.

Multi-Queen Colony

Compensation is proportional to the number of queens that arrive deceased, based on the queen count confirmed for the order and the actual amount paid for that colony. Example: 1 of 4 queens = 25%; 2 of 4 queens = 50%.

Outside Standard LAG Coverage

Standard LAG does not apply to shipments specifically accepted without LAG, to naturally queenless or gamergate-based colonies unless species-specific coverage was confirmed, or when delivery temperatures fall below 5°C (41°F) or above 32°C (89.6°F), unless AntNook confirms an exception in writing before shipment.

3. LAG Claim Conditions & Evidence

All claims must meet both the applicable time window and the mandatory video requirements below. The claim window starts from the carrier's official delivery timestamp, not from when the buyer later retrieves or opens the parcel. Temperature bands are determined using the documented outdoor temperature for the delivery location at the carrier's official delivery timestamp, based on a recognized weather service selected by AntNook.

Moderate Temp: ≥14°C and <30°C (≥57°F and <86°F) Claim notification must be sent within 2.5 hours of delivery.
Risk Temp: ≥5°C and <14°C OR ≥30°C and ≤32°C 5°C to <14°C: claim within 1.5 hours. 30°C to 32°C: claim within 30 minutes; the parcel must be collected and opened immediately.
Strict Claim Conditions
  • Out-of-Bounds Temperatures: Standard LAG does not apply if the documented local temperature at the time of delivery exceeds 32°C (89.6°F) or drops below 5°C (41°F), unless AntNook confirmed a written exception before shipment.
  • Queen Survival & Worker Losses: Standard LAG covers the live arrival of the queen or queens. Worker losses alone do not qualify for compensation when no queen DOA occurs. Future fertility, egg-laying, brood development, colony growth rate, and post-arrival behavior are not guaranteed. If one or more queens arrive deceased, compensation is based on the queen-loss proportion described above.
  • Biological Variation: Starter colonies may contain smaller nanitic workers, and worker size or coloration can naturally vary with colony age and caste. Species-identification concerns will be reviewed using the full available evidence and not early worker size alone.
  • Post-Delivery Husbandry: Once successful live arrival is documented, subsequent losses caused by forced relocation, overheating, chilling, dehydration, unsuitable housing or feeding, escape, or other post-delivery conditions are not covered by the LAG.
  • Unattended Packages: Standard LAG does not apply if the package remains unattended in a mailbox, parcel locker, porch, or collection point beyond the applicable claim window. The buyer is responsible for monitoring tracking and arranging prompt receipt.
  • Mandatory Continuous Unboxing Video: Every LAG claim requires a continuous, unedited video beginning before the sealed shipping package is opened and clearly showing the outer package and shipping label, the complete opening process, and the condition of the affected colony and queen or queens without cuts or pauses. Photographs alone are insufficient. The buyer must notify AntNook at support@antnook.net within the applicable claim window. If the video file is too large to attach immediately, the claim must still be initiated within the time limit and the original continuous video must be provided through a secure share link within 6 hours of the initial claim notice. Claims without a qualifying continuous unboxing video are not eligible for LAG compensation. This requirement protects both the buyer and AntNook by documenting the colony's condition at first opening.

4. Orders, Customs & Delivery Responsibilities

  • Order Cancellations & Fees: Live-animal orders may be cancelled only before dispatch. Once dispatched, they cannot be cancelled. Any non-recoverable third-party transaction fees may be deducted from an approved pre-dispatch cancellation where permitted by applicable law. International shipping charges and other shipping-related fees are excluded from LAG compensation and are non-refundable after dispatch.
  • Transit Estimates: All stated shipping times are estimates. Customs processing, severe weather, carrier disruptions, and other events outside AntNook's direct control may affect transit time. A delay by itself does not create a LAG compensation claim unless the applicable live-arrival conditions are also met.
  • Theft & Missing Packages: The LAG covers the live condition of eligible colonies, not theft after confirmed delivery. Packages stolen after the carrier records delivery are not covered. Suspected carrier non-delivery or misdelivery will be handled separately from the LAG and reviewed using the available tracking evidence.
  • Address Accuracy & Refusal: AntNook is not responsible for delayed, returned, or DOA packages resulting from an incorrect or incomplete address provided by the buyer, refusal of delivery, or failure to collect a shipment within the carrier's required time.
  • Customs & Import Requirements: The buyer is responsible for understanding the import requirements, restrictions, permits, and regulations applicable to the destination. Inspection, delay, confiscation, rejection, or destruction by customs, agricultural, or other government authorities is outside the standard LAG and is not eligible for compensation unless AntNook confirmed different terms in writing before shipment.
  • Returns & Finality: Due to the nature of live biological subjects, live-animal returns or exchanges are not accepted after dispatch. Hardware returns and any other statutory consumer rights are handled under our Refund Policy and applicable law.
  • Fraudulent or Misleading Claims: AntNook may retain packing, order, shipment, and tracking records to help resolve disputes fairly. Claims that are fraudulent, intentionally misleading, or unsupported by the available evidence may be declined, and relevant records may be provided to payment providers or other parties involved in resolving the dispute.

Policy Acceptance

By completing a purchase of live ants from AntNook, the buyer acknowledges that they have read and accepted the Live Arrival Guarantee terms applicable to that order. Any order-specific terms confirmed in writing before dispatch will take precedence where they directly conflict with this general policy, to the extent permitted by applicable law.

Severability Clause: If any provision of this Policy is found to be unenforceable or invalid under any applicable law by a competent jurisdiction, such unenforceability or invalidity shall not render this Policy unenforceable or invalid as a whole. Such provisions shall be deleted or modified to the minimum extent necessary without affecting the remaining provisions, which will continue in full force and effect.