Shipping Security, Guaranteed: We've got you covered!
While we don't anticipate any issues with your arrival, we are ready to make it right should it be necessary.
100% Live Arrival Guaranteed: Our Promise is for you to have 100% Live and Healthy Arrival or your money back! All shipments MUST be picked up within 8 hours of arrival at the Post Office. If, upon pick up, there are any losses or unwell birds, report to us immediately with the number you have alive and well, and we will issue you a refund for the cost of the birds. Our guarantees do not cover shipping charges and all claims MUST be reported before midnight on the day of arrival.
Extended Guarantee:
For a small additional cost per bird, Purely Poultry will cover select birds for a full 90 Days after arrival. Whether it be the life, heath, or "Accident Forgiveness", our team wants to give YOU peace of mind with your flock. Report any losses, for any reason, within 90 days of arrival, and we will issue you full credit for the cost of any affected birds. ***Extended Guarantee must be added at the time of original purchase.
Our Extended Guarantee option may be claimed ONE TIME ONLY (per bird). Once claimed, the coverage will be void for additional birds. Credits issued for birds covered under our Live Arrival Guarantee are not considered a Extended Guarantee redemption. Security Coverage begins after midnight on arrival date per post office tracking information.
Self-Service Claim Form: No need to call or wait for us! You may submit your own claim for loss or illness by clicking HERE and our credits team will get back to you within 72 hours!
Live Arrival Guarantee Claim Form
If you'd enjoy more personal service, we invite you to call or email us, and we will be happy to process the claim on your behalf.
***Please provide us with the number of birds (by breed and gender) that you have ALIVE AND WELL upon arrival.YOU MUST REPORT the loss to us by midnight on the arrival day per the USPS Tracking records to be eligible for a credit. Purely Poultry is not responsible if you do not pick up live birds within eight hours of arrival at the post office. We give store credit or refund for the original purchase cost of the birds only. We do not credit shipping fees of any kind ***
Egg Guarantee: We guarantee eggs to arrive in good condition. We will guarantee that at least 80% of the eggs you buy are fertile.
YOU MUST CANDLE YOUR EGGS & REPORT YOUR RESULTS TO US 3 DAYS PRIOR TO YOUR ANTICIPATED HATCH DATE. Infertile Eggs reported after hatch date voids the Fertility Guarantee.
Again, You MUST begin incubation within 3 days of receiving the eggs AND candle the eggs and notify us of the fertility numbers at least 3 days PRIOR to hatch if you wish to file a guarantee claim). We are truly sorry, but We do not guarantee hatch rates as this is not under our control. By ordering hatching eggs from us, you accept this responsibility. We do NOT give refunds on eggs because of hatch rates under any circumstances. That is entirely dependent on the incubator, and we have no control over the quality of care or of the incubator. So if you phone us after they hatch (or don't hatch), we cannot help you. You must call us immediately after candling the eggs. ***
Gender Guarantee: We understand that people order male or female chicks for a reason, and we guarantee 100% accuracy in sexing. You must submit a claim for gender guarantees within 12 weeks of receiving your shipment. When ordering any type of meat birds, we must be informed prior to processing. We will give a refund or store credit for birds sent of the wrong sex. We cannot process a gender guarantee until adequate photo documentation is received at chicks@purelypoultry.com. If no photo documentation is received within 10 business days of submitting the claim, the claim will be closed until adequate photos are received. ***
Product Accuracy Guarantee: We guarantee products to be of the breed, variety, grade, and quality purchased. If a breed does not hatch as scheduled, we may mail a partial shipment, sub a similar breed, or reschedule your order at our discretion.You must submit a claim for accuracy guarantees within 12 weeks of receiving your shipment.We cannot process a product accuracy guarantee until adequate photo documentation is received at chicks@purelypoultry.com. If no photo documentation is received within 10 business days of submitting the claim, the claim will be closed until adequate photos are received. ***
SEE BELOW FOR SPECIAL CIRCUMSTANCES
***All Guarantees for Live Arrival must be reported within 24 hours of arrival. Purely Poultry guarantees Alive and Well ARRIVAL ONLY.
***All Guarantees made on Wild Ducks require the birds be inspected at the post office on arrival. If loss is incurred on an order, we require a reporting form to be filled out and submitted at your local post office.***
OTHER IMPORTANT INFORMATION
Pickup: Coming in March of 2022.. Purely Poultry will offer a Ship-to-Store option. You may ship to our store headquarters in Durand, WI and pick the birds up there within 24 hours of arrival. We will update here and broadcast it when this option is available.
Ship Dates: Please specify a range of acceptable dates on the order form. As an example: I would like my chicks to arrive in March. (NOT I would like my chicks to arrive March 3.) After receiving the order, we will contact you by email with a ship date. Expect your order to arrive at your local post office in one to three days from the shipping date. Be aware that 98% of orders arrive within two days. We do our best to meet the scheduled shipment date. If we are unable to provide chicks on the scheduled hatch day, you can choose to reschedule or receive a refund or store credit. We ship chicks on Mondays, Tuesdays, and Wednesdays. We fill orders on a first-come, first-served basis, so it is important to place your paid order as soon as possible to get the best chance at earlier ship dates. Typically, an order can take anywhere from 2-6 weeks. Please let us know if you are willing to accept any substitutions to have a quicker ship date.
Order Changes: Most order changes will require cancellation and replacement of your order, causing the loss of any assigned ship dates you may have received. You will be assigned a new ship date for your replacement order. We apologize for the inconvenience. Order changes are subject to a $10 fee. An order can NOT be changed if less than ten days remain before the scheduled shipping date. ***
Cancellations: Because we are dealing with live animals and tiny beating hearts, we would like to avoid cancellations whenever possible. All cancellations are subject to a $10 fee. For orders over $100, a 10% fee will be applied. No cancellations within 10 days of the scheduled shipping date. You will be permitted cancellation within 24 hours of placing your order IF your ship date is scheduled to ship in a week or less of your submission date. If you decide to cancel your order, please call or email us with your order number and the reason for cancellation. *If you order pinioned wild ducks, we cannot accept cancellations. Sometimes it is necessary for Purely Poultry to cancel an order, and we reserve the right to do so. If we cancel your order, you will be issued a full refund of your purchase price. ***
Arrival: Chicks will be shipped to your post office, and they will call you upon arrival. You will need to pick up your chicks from the post office within 8 hours and as soon as possible as they will not deliver them directly to you. The yolk sacs provide enough nutrition to feed and hydrate the chicks until they arrive at their destination. We ship the chicks in specially designed boxes with proper ventilation holes and packaging material.
Leg Bands: Any leg band on any day old, started, or juvenile bird is for gender or breed identification only and must be removed within three days of arrival. Always make sure leg bands are the proper size for your birds as they grow.
Books: Most books will ship within 3 business days after your order is placed. It usually takes one week for books to arrive, but they can take up to two weeks.
Supplies: Most Supplies will ship within 3 business days after your order is placed.
Returns: If you are not 100% satisfied with your purchase of merchandise (not birds or eggs) for any reason, just return it to us. You have 30 days to return an item to us in its original condition and packaging. Include the packing slip with your return so that we will know who will receive the credit. Should a return be a result of an error on our part, we will gladly pay the return shipping costs. ***
NPIP: The National Poultry Improvement Plan certifies all of our birds. Our NPIP certification number is 35-487, and the necessary information is on all packing slips. If you would like to receive the NPIP 9-3 paperwork for your birds, please indicate so on your order comments or send us a message.
Hawaii and Exporting: We ship all of our chicks via United Postal Service Priority Mail to the continental United States, and Alaska. We cannot export. We cannot provide documentation for Hawaii, Canada, or any other country or territory at this time.
*** Additional information may be required to process your guarantee claims. The amount credited will never be greater than your original purchase cost.