Deliver, return and refund

Shipping and Refund Policy Summary

Shipping Areas:

- Within New Zealand: We ship insects to all areas except Northland. Big head ants cannot be shipped to Northland.

- Overseas: We ship farms and tools internationally, but **no live ants or insects** can be shipped overseas.

Shipping Schedule:

- Live Products (ants, insects): Shipped only on **Monday and Tuesday**. Occasionally on **Wednesday**, depending on the distance.

- Non-Live Products (farms, tools): Shipped **Monday to Friday**.

Shipping Risks:

- All shipments are sent from Auckland at the buyer's risk.

- There is a risk of insects dying during transit. Please do not purchase if you are not willing to accept this risk.

Refunds and Returns:

1. Dead Insects:

   - No refunds or returns are accepted if insects die after revival.

   - Check the insects immediately upon arrival. If they arrive alive but die later, no refund or return will be issued.

   - If you are unhappy, email us with photos and a polite request. We may offer a discount on replacements.

2. Dead Insects Refund/Replacement:

   - To claim a refund or replacement for dead insects, provide a short video clearly showing all dead insects in the container.

   - For springtails and daphnia, we offer a one-time replacement with only shipping fees charged (does not apply to ants or other insects).

3. Non-Live Items:

   - For farms or other non-live items, you must **return the item** to us before receiving a refund or replacement.

Ant Shipping:

- Ants are generally 99% safe in parcels and can survive for up to a week without food.

- However, if the parcel is left in the sun or near a van's engine, the ants may die.

- Always check the tracking link and bring the parcel inside as soon as it arrives.

- No refunds or replacements will be issued for dead ants.

Seasonal Risks:

- Summer: Insects like springtails, isopods, and daphnia have a higher risk of dying during transit, with only an 80% survival rate.

- Winter: The survival rate is 99%.

- Shipping is always at the buyer's risk. Please understand this before purchasing.

Important Notes:

- We have over 3 years of experience shipping live insects. Most insects can survive in a parcel for up to 2 weeks.

- The primary cause of death is excessive heat (e.g., parcels left in the sun or near a van's engine).

- Always track your shipment and retrieve it promptly.

Contact Us:

If you have any questions or concerns, email us at pin@antsinnz.co.nz. Please include photos or videos if reporting an issue.

Thank you for understanding our policies!