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Live Arrival Policy
What to do when your colony arrives, and how we deal with problems.
Before the parcel arrives
Prepare the nest and the outworld, with a secure lid and an escape barrier, and keep the place where you will open the parcel quiet and at a comfortable room temperature. Make sure someone can receive the parcel on the delivery day. We confirm the dispatch day with you beforehand.
When the parcel arrives
- Bring the parcel indoors promptly and keep it out of direct sun and cold.
- Before you move anything, photograph or film the packaging and the container, especially if something looks damaged.
- Open it calmly and check the colony: is the queen present, and are the workers moving?
- Let the ants settle, and set them up as described on the species page.
- If anything looks wrong, contact us straight away, with the photographs, and keep the packaging.
Reporting a problem
Please tell us as soon as possible, ideally on the day the parcel arrives. Include your order number, photographs or a short video and a short description. The sooner we hear from you, the better we can help.
What ANTELYX will do
We look into every report and reply by email. What we can do depends on what happened, and we will explain it in your case.
What can affect a live arrival
- Some loss of individual workers can happen with any shipment of living animals. What matters is the condition of the colony as a whole.
- Delays, missed deliveries, wrong or incomplete addresses and storage of the parcel in heat or cold can harm a colony. Please tell us if any of them applies, so that we can assess what happened.
- The condition of a colony after you have set it up depends on the setup and care, which is why we publish care guides.
Your statutory rights
This policy does not affect any rights you have as a consumer under the law that applies to you.