Packaging: three layers of protection
Ultra-resistant double-wall cardboard lined with aluminium foil, bubble wrap in the middle, then aluminium foil again. This structure stabilises temperature and absorbs shocks. Zero broken tube across our last 2,000 orders.
Season-aware conditioning
- In winter
- A heat pad is inserted in the parcel to keep a mild temperature for 24 to 48 hours.
- In summer
- A damp cloth is wrapped around the tubes: water evaporation is an endothermic reaction that keeps a cool temperature throughout transit.
- During extreme weather
- Shipments are automatically paused (heat waves, deep cold). You can email us to request an earlier express shipment with adapted conditions.
Our commitment in case of loss
If an ant arrives dead despite our care, you are fully refunded or a replacement is shipped. No back-and-forth — it's our responsibility.
Why we ask for an unboxing video
To honor the guarantee, we ask for a continuous unboxing video (from the intact parcel to the opening of the tube). This may feel restrictive but it allows us to:
- Verify the parcel condition on arrival to assess carrier responsibility;
- Distinguish a transit issue from a post-delivery husbandry problem (bad setup, shock, post-delivery heat or cold exposure);
- Continuously improve our packaging process by analysing the rare incidents.
Conditions per shipping method
On some fragile species (early foundations, very sensitive tropical species), the guarantee is conditional on express shipping. This is flagged directly in the cart when choosing the species and carrier, so you know exactly where you stand before checkout.
How to claim the guarantee
- Film the full unboxing as soon as you receive the parcel (intact parcel in hand, opening, unwrapping, checking the tubes).
- If a loss is found, contact us via the contact page within 24 hours, attaching the video and your order number.
- We reply within 24-48 working hours with the chosen resolution: refund or replacement.