Damaged Item
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. 

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, please note all damages and 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.

Defective Item(s)
Offering products from reputable companies is important & that's why we strictly offer the top brand name available nationwide Avian Adventures.  Both 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.

Refusing Delivery
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.  Additionally, 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 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.

Cancel Order after Shipping
If an order has been shipped out it cannot be cancelled.

Cancel Before Shipping
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), it cannot be cancelled and there will be no refund.

Incorrect Shipping address
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.

30 Day Return Policy
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 return shipping and damage caused by return shipping.  Damages include; 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 and Playstands must be in same condition as when they were delivered to you.  Toys are NOT returnable.  A 10% restocking fee based on the value of the purchase will be charged.

Contact us 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 policies above to determine how to handle your specific issue.