Refund and Returns Policy

Your Comprehensive Guide to Refunds and Returns at Rare Fowl Farm

Navigating the realities of live poultry delivery and hatching egg viability means acknowledging that a small percentage of shipments may encounter challenges, with an average mortality rate under 3 percent. Our Comprehensive Refund and Returns Policy is designed to address these situations transparently. Here, you’ll discover the specifics of our live bird guarantee, our procedures for hatching eggs, how to handle merchandise returns, options for order modifications, your legal protections as a customer, our process for customer reporting, and the crucial role of our biosecurity measures. This guide will illuminate:

Details on our Live Bird Guarantee and DOA procedures

Our Hatching Egg Guarantee and how to report damaged eggs

The requirements for returning merchandise like feed and equipment

Our policies on canceling or modifying orders

Your consumer rights concerning poultry purchases

The best ways to report issues and connect with customer support

Why biosecurity dictates our no-return policy for live animals

We’re committed to providing you with healthy, exceptional rare fowl and clear, supportive guidance every step of the way. Let’s explore our policies for a confident purchasing experience.

Understanding Our Live Bird Guarantee and Dead on Arrival (DOA) Policy

Our Live Bird Guarantee is our promise that every chick, pullet, or adult bird you receive arrives vibrant and healthy, adhering to stringent transport protocols. Should a bird unfortunately meet our DOA criteria, you have the option of a full refund or a replacement within 24 hours of delivery. This policy is in place to protect your investment against shipping mortality and reflects our deep commitment to both customer satisfaction and the well-being of our birds.

What Qualifies as Dead on Arrival (DOA) for Your Rare Fowl Purchase?

A bird is considered Dead on Arrival (DOA) if it exhibits no vital signs—such as breathing, responsiveness to gentle touch, or reflexes—immediately upon opening the shipping container. This clear definition ensures a straightforward basis for claim eligibility. By establishing these specific DOA criteria, we streamline the resolution process when a bird does not survive its journey, leading directly to our reporting and claim procedures.

How Should Customers Report DOA Birds, and What Proof is Needed?

To initiate a DOA claim, please provide the following:

A photograph of the bird within its shipping container, clearly timestamped.

A copy of your original shipping label, showing the delivery date.

A brief description of the condition in which the bird was received.

First, photograph the sealed shipping box and the bird inside before removing any packaging.

Then, email this evidence to our customer service team within 24 hours of delivery.

Be sure to include your order number and your contact information for prompt processing.

Following these straightforward steps ensures your claim is verified quickly and allows us to move forward with the available remedies.

What Refund or Replacement Choices Do You Have for DOA Birds?

When a DOA claim is approved, you can select from the following options:

A complete refund for the purchase price of the affected bird(s).

A replacement bird of equivalent value, subject to current availability.

Refunds are typically processed within five business days, and replacement birds are shipped as soon as our inventory allows. This flexible, dual-option system is designed for swift resolution and builds confidence in our shipping practices.

How Does Our Post-Arrival Health Guarantee Protect Your New Poultry?

Our Post-Arrival Health Guarantee extends to cover unexpected illnesses that may appear within 48 hours of your birds’ arrival. If a bird displays signs of infection, respiratory distress, or severe lethargy despite being kept in appropriate brooder conditions, you can submit photographic evidence along with a veterinarian’s diagnosis. Upon review, we will provide:

A partial refund equivalent to the purchase price.

A replacement bird, along with a credit for shipping costs.

By addressing potential health concerns early, this warranty encourages responsible post-arrival care and ensures your expectations align with our commitment to bird welfare.

What is the Sexing Accuracy Guarantee, and How Are Errors Handled?

We stand by our Sexing Accuracy Guarantee, which ensures a 95 percent accuracy rate for day-old sex assignments. If you receive birds that have been mis-sexed, we will compensate you for the price difference rather than issuing full refunds. This ensures you receive fair value for your purchase.

This table clearly outlines our accuracy rates and compensation for any sexing discrepancies, ensuring you are fairly compensated. This naturally leads into our important biosecurity policy.

Why Can’t Live Animals Be Returned Due to Biosecurity Risks?

Once live animals have acclimated to their new environment, they cannot be returned. Doing so poses a significant risk of introducing pathogens back into our carefully managed flocks and could compromise state and federal disease-prevention standards. This strict no-return policy is essential for safeguarding the health of our entire bird population, which is why our DOA and health guarantees serve as the sole remedies for shipping-related losses.

What Are Your Responsibilities for Caring for Live Birds After Delivery?

Upon arrival, it is crucial that you provide your new birds with appropriate brooder temperatures, constant access to clean water, high-quality feed, and suitable shelter. For any claims made outside our standard guarantee periods, you will need to provide evidence of proper husbandry, such as photographs of your brooder setup and diet logs, to validate coverage. Understanding your role in their early care helps prevent disputes and ensures a smooth transition for your new flock.

Our Hatching Egg Guarantee and Procedures for Damaged Eggs

Our Hatching Egg Guarantee primarily focuses on ensuring the physical integrity of the eggs upon arrival. Please note that we do not guarantee hatch rates or fertility, as successful incubation depends on a multitude of variables that are beyond our direct control. This policy is designed to set clear expectations regarding shipment damage versus biological outcomes.

How Do We Handle Reporting and Claims for Damaged or Broken Hatching Eggs?

We require photographic documentation of any broken or cracked eggs within 48 hours of delivery. Please include:

Clear images of both the shipping packaging and the damaged eggs themselves.

A photograph of the shipping label, clearly showing the delivery date.

Begin by documenting any damage to the shipping container and the eggs within.

Next, email these photos along with your order details to our customer support team.

You can then choose between receiving replacement eggs or a refund for each damaged item.

These clear reporting procedures are in place to protect both you and our farm, and they help prepare you for the incubation process.

Why Isn’t Hatch Rate or Fertility Guaranteed for Hatching Eggs?

The success of hatching eggs is influenced by numerous factors during incubation, including precise temperature control, humidity levels, turning frequency, and the handling of the eggs themselves. These are all variables that fall outside the farm’s control. By disclaiming hatch rates, we aim to prevent unrealistic expectations and provide an opportunity to educate customers on best practices for incubation, seamlessly leading into our considerations for shipping risks.

Important Note on Hatching Eggs

Hatching success cannot be guaranteed due to factors beyond the seller’s control, such as shipping conditions and individual incubation practices.

Adapted from BackYard Chickens, Hatching Egg Disclaimer (2012)

How Do Shipping Risks Impact Hatching Egg Viability and Your Expectations?

The shipping process inherently exposes eggs to potential temperature fluctuations, vibrations, and delays, all of which can affect the viability of embryonic development. By understanding these inherent risks, you can take proactive steps to mitigate potential losses, such as storing eggs in a preheated incubator immediately upon arrival and handling them with care. This knowledge helps bridge your understanding toward our merchandise return guidelines.

Returning Merchandise: Our Policy for Non-Live Products Like Feed and Equipment

For merchandise such as feed sacks, feeders, brooders, and educational books, we follow a standard e-commerce return policy. You are welcome to return items that meet our condition standards within the specified timeframes for a refund or exchange.

What Are the General Requirements for Returning Merchandise?

To be eligible for return, merchandise must be:

In unused condition and still in its original packaging.

Accompanied by valid proof of purchase.

Returned to us within 30 days of the original delivery date.

Adhering to these conditions ensures the integrity of the products and facilitates a smooth processing of your return, which then leads into our fee structure.

What is the Process for Returning Merchandise, and Are There Any Fees Involved?

Please follow these steps for a successful return:

First, contact our customer support team to receive a return authorization code.

Next, package the items securely, preferably in their original shipping boxes.

Finally, ship the items back to us. Please note that return shipping costs are the customer’s responsibility unless the items arrived damaged or defective.

A 15 percent restocking fee will be applied to returns that are not due to defects or shipping damage.

Return shipping costs will be deducted from your refund unless the items were received in a damaged condition.

This procedure clarifies the financial responsibilities involved and prepares you for managing your orders.

Our Policies on Order Cancellations and Modifications at Rare Fowl Farm

We understand that circumstances can change, and we aim to accommodate order adjustments whenever possible. Our policies are designed to safeguard both our production schedules and the welfare of our birds, defining clear windows for cancellations or modifications before processing begins.

When Can Customers Cancel Orders, and What Fees Might Apply?

Cancellations are accepted without any penalty within 48 hours of placing your order. If you need to cancel after this 48-hour window but before shipping preparations have commenced, a 10 percent cancellation fee will apply. Please note that once birds are scheduled for shipment, cancellations are no longer possible.

How Can Customers Modify Their Orders, and What Are the Limitations?

You are welcome to request breed substitutions or quantity adjustments for your egg or bird orders within 72 hours of placing them. Please be aware that substitution availability may be limited, and any upgrades to higher-value breeds will incur additional costs. This flexibility allows us to balance your needs with our inventory realities.

Understanding Your Legal Rights and Consumer Protections for Rare Fowl Purchases

Transactions involving live animals often fall under specific “pet purchase protection” statutes, which provide legal recourse for buyers. Familiarizing yourself with these rights can complement the voluntary guarantees we offer.

What Are Pet Purchase Protection Laws, and How Do They Affect Refunds?

Many states have enacted “pet lemon laws” that grant buyers a specific period, typically 7–14 days, to seek remedies if an animal arrives sick or passes away due to a condition that was not disclosed at the time of sale. These laws empower you to claim refunds or seek reimbursement for veterinary expenses, underscoring the importance of promptly reporting any DOA or health warranty concerns.

Understanding Pet Purchaser Protection Acts

Numerous states have implemented “pet lemon laws” to offer purchasers recourse if an animal is unwell or dies shortly after purchase. These laws often include options for refunds, exchanges, or reimbursement for veterinary care.

Information sourced from the Animal Legal & Historical Center, Table of Pet Purchaser Protection Acts (2023)

How Do Seller and Buyer Responsibilities Differ Under These Laws?

Under these laws, sellers are obligated to disclose any known health issues and maintain thorough records of vaccinations and disease testing. Buyers, in turn, are expected to follow provided care instructions and report any concerns promptly. A clear distinction of responsibilities helps prevent misunderstandings and guides us toward ethical resolutions.

How Does Our Farm Uphold Ethical Sales and Fair Customer Support?

We are committed to voluntarily exceeding legal minimums by providing transparent health records, NPIP certification, and readily available support for all your animal welfare questions. Our dedication to ethical sales practices ensures you receive rare breeds in the best possible condition, fostering trust and setting a high standard in the industry.

How Can Customers Effectively Report Issues and Access Our Customer Service?

Establishing clear and efficient communication channels is key to accelerating claim resolutions and enhancing your overall satisfaction. We offer multiple avenues for reporting concerns and receiving support.

What is the Recommended Process for Reporting Issues with Live Birds or Eggs?

Please report any issues promptly via email or phone:

For live birds: submit photos, the shipping label, and your order number within 24 hours of delivery.

For hatching eggs: send photos and delivery details within 48 hours of receipt.

Providing complete evidence and adhering to our reporting timelines allows us to initiate a swift investigation, leading directly to how our support team will manage the resolution.

How Does Our Customer Service Team Support Refunds, Replacements, and Disputes?

Our dedicated customer service team meticulously reviews every claim within 48 hours. We are equipped to issue refunds or authorize replacements and offer mediation services should any disputes arise. You will receive personalized updates throughout the resolution process, ensuring you are always informed.

Why is Biosecurity a Critical Component of Our Refund and Return Policies?

Preventing the introduction and spread of diseases is of utmost importance when handling live poultry and hatching eggs. Our policy framework is a direct reflection of our rigorous biosecurity standards.

What Biosecurity Risks Prevent the Return of Live Birds and Eggs?

The act of returning live birds or eggs presents a significant risk of introducing pathogens, such as avian influenza, Salmonella, and Mycoplasma gallisepticum, into our carefully managed flocks. By eliminating returns, we effectively protect the collective health of our birds and ensure compliance with national safety guidelines.

Essential Biosecurity for Poultry Producers

Implementing robust biosecurity measures is fundamental to preventing the transmission of infectious diseases within poultry populations. This includes practices like limiting visitor access, effective pest control, and proper waste management.

Guidance from Agriculture Victoria, Biosecurity for poultry producers (2025)

How Do Biosecurity Regulations Influence Our No-Return Policy for Live Animals?

State and federal regulations strictly prohibit the re-acceptance of animals or eggs without undergoing mandatory quarantine and testing procedures, which are both impractical and costly to implement. Our approach—offering comprehensive DOA and health warranties instead—effectively balances regulatory compliance with robust customer protection.

Our entire policy ecosystem, from our live bird guarantees to our adherence to legal compliance, is designed to ensure that every rare fowl purchase is backed by clear procedures, stringent biosecurity, and ethical customer care. We are unwavering in our commitment to delivering healthy, accurately sexed birds and intact hatching eggs, all while prioritizing animal welfare and regulatory requirements. Please don’t hesitate to reach out to our customer service team if you require any further assistance or clarification.