We strive to provide excellent products at low prices, along with excellent customer service. However, occasionally situations may arise that require special handling. We have formed the below policies based on past experiences and these policies are in place to protect our company as well as the customers that shop with us. We strictly adhere to these policies in order to streamline the process of dealing with issues and this allows us to keep our focus on customer service & to keep our prices extremely low.
Due to health concerns and the possibility of spreading bacteria and diseases to birds, we cannot accept items that have been used by your pet. We strongly recommend that you look over you cage, playstand or other items for defects, weaknesses and potential issues prior to using the cage, playstand or other items. We cannot be held responsible for damages to the cage or your birds due to the abuse and constant assault that birds provide to the cage, bars, hardware etc.
Please find your specific situation in the index below to determine how we handle that type of circumstance:
RETURN POLICY INDEX:
1. When my product arrived it was damaged... What should I do?
If your product is damaged upon delivery, please rest assured we will be quick to assist you in getting your item repaired or replaced as quickly as possible. Some of our items are left at the requested delivery location without need of a signature at delivery time. However, some of our items are shipped via shipping methods that require a signature for complete delivery. If the item requires signature for delivery & looks to be damaged upon first look, accept the package but note "damaged" next to your name when you sign for it. Alternatively, have the driver note the damage and show you that he/she has noted it before they leave.
Before opening or removing any of the packaging please take several digital photos of the damage to the boxes. After opening the packaging, inspect the contents and photograph any damages that may have occured in the shipping process, these photographs will help us to know what was damaged and what will need to be replaced.
After you've accepted the package (or received it if no signature was required) open it up & attempt to set it up. Keep all packaging materials (e.g. boxes, straps, packing) in case a damage claim needs to be filed - failure to do so could result in ineligibility for a shipping damage claim. If we are unable to file a shipping damage claim due to the original packaging being discarded, replacement parts or a full replacement item may not be free of charge.
Once you have inspected the item, noted all damages and photographed the damage, please contact us with your findings. Once we are aware of the damage to your item, we will have the manufacturer send out the needed replacement item(s) and/or initiate a shipping damage claim. Assuming the procedures within this policy are followed, all replacement item(s) will be free of charge to our customer.
2. When I opened up my product it had defects... What should I do?
Offering products from reputable companies is important & that's why we strictly offer the top brand names available nationwide; Avian Adventures, A & E Cage Company, Hybrid Bird Cages, Majestic Bird and Prevue Hendryx. All of these companies manufacture top quality products, and they also stand behind their products as they should. If you find a defect on your product once you've received it, please contact us with a detailed description of the defect(s). We will immediately notify the manufacturer so a replacement part (or full product replacement) can be sent out. As long as the item is a true defect & not damage done by the customer, all the manufacturers we work with will quickly resolve the problem by any means necessary. If an item is damaged (not a manufacturer's defect) upon opening the packages, please see Policy #1 above for information on how to handle that specific situation.
3. I refused delivery on an item because after I ordered it I decided I no longer needed it... How is this handled?
We highly recommend not doing this. If you refuse delivery on an item (or multiple items) you will not be refunded shipping charges to your specified delivery location or back to us. *FREE shipping only applies to items ordered and kept by the customer.* Additionally, a 15% restocking charges may apply to the items that are returned due to refusal. Items that go all the way to a customer, and then all the way back without being repackaged or re-secured are very likely to be damaged during shipment back. If the item is damaged upon return to us, the cost for replacement pieces (or total replacement) will not be refunded. We will work with you to file a shipping damage claim for the cost of the repairs (or total replacement) but you will only be refunded those expenses if & when the shipping claim is accepted by the shipping company and we are given a reimbursement check.
4. I decided to cancel my order after it shipped... How is this handled?
If an order has been shipped out it cannot be cancelled. If you decide to refuse delivery of the item(s) it will be handled per Policy #3 above.
5. I decided to cancel my order before it shipped... How is this handled?
If we are told to cancel an order before the item(s) ships out we can do so at no expense to the customer. However, we must be made aware of this via email and phone call, prior to the item shipping out. If an item ships out before we are made aware of the customer's desire to cancel (even if you attempt contact during business hours and are unsuccessful), the situation will be handled based on Policy #4 above.
6. I provided the wrong shipping address... How is this handled?
If additional shipping expenses are incurred due to the customer providing an incorrect shipping address, those costs will be charged to the card used for the order. If this mistake was made by us, we will cover the extra shipping expenses and do our best to expedite the shipment to you.
7. I changed my mind and I no longer want my item(s)... How is this handled?
Returns are gladly accepted up to 30 days after delivery, however because damage on returns happens so frequently & shipping costs are so high, the customer is responsible for initial (FREE) shipping costs plus the return shipping and damage caused by the return trip. *FREE shipping only applies to items ordered and kept by the customer.* Damages that incur charges include but are not limited to; water marks, bent cage parts, chipped parts, animal stains, animal usage marks and any other damage not reported by customer in RMA # request. Bird Cages, Playstands and Bird Toys must be in same condition as when they were delivered to you. A 15% restocking fee based on the value of the purchase will be charged.
Contact our Customer Service Department for a Return Merchandise Authorization Number (RMA #).
However, if your item is damaged or defective when you received it, we are happy to help you get this situation resolved as quickly as possible. See Policy #1 or Policy #2 above to determine how to handle your specific issue.
The only exception would be on cage covers. If you accidentally ordered the wrong size of cage cover an exchange can be arranged via the process below:
1. The cage cover must be in brand new, unused condition. It cannot be used for any amount of time prior to a return & exchange occurring.
2. The cage cover must be returned in its original packaging. Package condition needs to be in same condition you received it in (damage to package must not be from opening or misuse).
3. You must contact us for an RMA # within 30 days of the date it was delivered.
4. When we reply with an RMA # that email will contain the remainder of the instructions needed to return the cover to us for an exchange.