are you able to access their site yet? If not here's their return policy... i copied the entire thing just because.
Return Policy
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 as low as possible.
Please find your specific situation in the index below to determine how we handle that type of circumstance:
RETURN POLICY INDEX:
Circumstance
Section
I have decided to return an item that I purchased within the last 30 days
1
When my product arrived it was damaged
2
When my product arrived it had manufacturer's defects
3
I refused delivery of my item because I decided after ordering I didn't need it
4
I decided to cancel my order after it had already shipped
5
I decided to cancel my order before it shipped
6
I provided the wrong shipping address 7
1. I have decided to return an item that I purchased within the last 30 days
RETURNING YOUR ITEM
If you would like to return an item for a refund or credit within our store it can be done only by following the guidelines within this policy. If an item is returned without meeting the requirements within this policy, the item will be refused and go back to the purchaser. At that point no refund or credit will be issued, so it is vital that you follow the procedures listed here. In order for us to be able to take an item back for a credit or refund, the following requirements must be met:
*
The item cannot be used (this is a health issue & we cannot get around this)
*
The item must be in perfect, resalable condition (if it's defective/damaged you must follow the procedures listed in section 2 or 3 to get the item into resalable condition before returning it)
*
An RMA number must be obtained prior to returning the item (instructions on obtaining an RMA are covered later on in this policy)
*
You must request an RMA number (by following the procedures below) within 30 days of the item's delivery date
*
You must have all the original packaging; the box(es), padding, manual, warranty card
If all of the above requirements are met, please contact us for an RMA Number and return shipment instructions. In your RMA Number request email, please provide the name of the person that ordered the cage, and the order number that was listed on the receipt. Remember, if you declare that all these requirements are met and we find that to be untrue upon arrival of the item, it will be refused and returned back to you.
ONCE YOUR ITEM IS RECEIVED BY EVERYTHING BIRDS
Once your item is received at our return center it will be inspected for 2 things; shipping damages, and to assure the above requirements were truly met before the item was shipped to us. If the item passes inspection, you will be given the option of receiving an in store credit for the full purchase price of the item, or you can choose a refund for the amount you paid (minus the actual amount we paid in shipping costs to originally send out the item). We urge you to insure your item for the full purchase price when returning it to us, because if shipping damages occur you will need to file a claim in order to get fully reimbursed. If the item is damaged, you will be issued the credit or refund described above (minus the cost of replacement parts needed to get the cage back into resalable condition). You'll then have to do a shipping insurance claim to get reimbursed for the amount we deducted for replacement parts. If the item is destroyed by the shipping company, no refund or credit will be issued and you'll have to do a claim with the shipping company to get reimbursed for the destroyed item.
2. 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. 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 before contacting us or the manufacturer. Customers that have received 1 or more damaged Avian Adventures products should follow the instructions listed on this page. Customers that have received one or more damaged Kings or Invision products can contact us directly 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 if they choose to; initiate a shipping damage claim. Assuming the procedures within this policy are followed, all replacement item(s) will be free of charge to the customer.
3. 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 3 brand names available nationwide; Avian Adventures, Kings Cages, and Invision Cages. 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 carefully inspect the entire product and make a detailed list of the issues. Customers that have received 1 or more defective Avian Adventures products should follow the instructions listed on this page. Customers that have received one or more defective Kings or Invision products can contact us directly with your findings. 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, 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 it, please see Policy #2 above for information on how to handle that specific situation.
4. 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. 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 the 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.
5. I decided to cancel my order after it shipped... How is this handled?
If an order has been shipped out it cannot be canceled. You can return the item by following the instructions in policy #1. If you decide to refuse delivery of the item, this will be handled according to Policy #3 above.
6. 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) ship(s) out we can do so at no expense to the customer. However, we must be made aware of this via email, live chat, or 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 the appropriate policy above.
7. I provided the wrong shipping address... How is this handled?
If additional shipping expenses are incurred due to a customer providing an incorrect shipping address, those costs will be charged to the credit card used for the order and the customer will be made aware of this via email. If this mistake was made by us or the shipping company, we will "eat" the extra shipping expenses and do our best to expedite the shipment to you.
