Industry-Leading Protection

Live Arrival Guarantee

Every colony ships with our unconditional promise: your ants arrive alive and healthy, or we make it right. No fine print, no hassle.

100% Coverage

Full replacement or refund for any DOA specimens — queen, workers, or entire colony. No questions asked.

2-Hour Window

Report within 2 hours of delivery with photos. This preserves evidence quality and allows us to investigate carrier issues.

Fast Resolution

Claims are reviewed within 30 minutes during business hours. Replacements ship next available colony day (Mon–Wed).

How It Works

From delivery to resolution in four simple steps.

Inspect on Delivery

Open your package within 2 hours of delivery. Gently check queen and worker status without opening the nest tube.

At delivery

Tip: Do NOT open nest tubes — inspect through the container.

Document the Issue

Take clear photos of the colony, any DOA specimens, and the packaging. Capture the shipping label and any visible damage.

Within minutes

Tip: Photograph from multiple angles. Include a ruler or coin for scale.

File Your Claim

Use the form below. Include order number, photos, and description. We need delivery date/time.

Within 2 hours

Tip: Our form auto-calculates elapsed time and guides you through each step.

We Resolve It

Our colony specialists review your claim (typically within 30 min). Choose a replacement colony or full refund — your call.

Same business day

Tip: Replacements ship on next available shipping day.

Photo Requirements for Claims

Required: Colony overview

Full view of the colony container showing overall condition

Required: Close-up of specimens

Clearly shows DOA specimens. Use good lighting, avoid blur

Required: Shipping label

Photo of the shipping label with tracking number visible

Helpful: Packaging condition

Shows any visible damage to outer box or inner insulation

Helpful: Temperature pack

Shows condition of heat/cold pack (melted, frozen, etc.)

Helpful: Wider context

Shows the package as found at your door, time-stamped if possible

Important Guidelines

•Claims must be filed within 2 hours of the delivery timestamp shown by the carrier.

•Do not release, transfer, or open nest tubes before photographing and filing.

•Keep all original packaging and specimens until your claim is fully resolved.

•Claims for "minor worker loss" (under 10% of advertised count) may receive partial credit rather than full replacement.

•Weather-related holds: if we delayed your shipment due to extreme weather and you received email notice, the guarantee still applies in full.

•Return shipping for DOA claims is always prepaid by TrapJaw Labs. We will email you a return label.

File a Live Arrival Guarantee Claim

We will guide you through the process step by step. Most claims are resolved within 30 minutes.

Sign in to file a claim

We need to verify your account to match your order and expedite the process. If you checked out as a guest, create a free account first.

or email support@trapjawlabs.com with "URGENT DOA" in the subject line

Need immediate help?

Our colony specialists are standing by. For urgent DOA claims, call us directly for the fastest resolution.