At Bird Supply Shop, we take pride in providing premium avian care products to bird enthusiasts worldwide. While we strive for perfection in every cage, accessory, and nutritional product we deliver, we understand that sometimes returns or exchanges may be necessary. Our policy is designed to make this process as smooth as possible for our valued customers.

Our Return Policy

You may return most items within 15 days of receiving your order, provided they are in original condition with all packaging intact. Please note:

  • Returns must be initiated within 15 days of delivery
  • Items must be unused and in resalable condition
  • Original packaging must be included
  • A copy of your invoice or order number is required

Non-Returnable Items

For health and safety reasons, we cannot accept returns on the following specialized avian products:

  • Anti-bactériens/PH neutre products (opened containers)
  • Anti-poux treatments
  • Anti-parasites medications
  • Opened Alimentation (nutrition) products

How to Initiate a Return or Exchange

Step 1: Contact Our Avian Support Team

Email us at [email protected] with your return/exchange request within 15 days of receiving your order. Please use the following template to ensure we have all necessary information:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Bird Supply Shop Team, I would like to request a [return/exchange] for my recent order #[Your Order Number] received on [Delivery Date]. Product(s) to be returned: 1. [Product Name] – [Quantity] – [Reason for Return] 2. [Product Name] – [Quantity] – [Reason for Return] I would like to [request a refund/exchange for [Product Name]]. Please advise on the next steps. Best regards, [Your Full Name] [Your Contact Information]

Step 2: Wait for Authorization

Our avian specialists will respond within 24 hours (often sooner) with:

  • Return authorization number
  • Shipping instructions
  • Any special handling requirements (particularly for large cage returns)

Step 3: Package and Ship Your Return

Please pack items securely in their original packaging. For cages and volières, ensure all parts are accounted for and properly protected. Include a copy of your invoice or order confirmation.

Return Shipping:

  • Customers are responsible for return shipping costs unless the return is due to our error
  • We recommend using a trackable shipping service
  • Original shipping fees are non-refundable

Refund Process

When Will I Receive My Refund?

Once we receive and inspect your return:

  • Credit card/PayPal payments: Refunds will be processed to your original payment method within 3-5 business days after we receive the returned items
  • Bank transfers: May take 7-10 business days to appear in your account

You will receive an email notification when your refund has been processed.

Exchange Process

For exchanges:

  • We will ship your replacement item once the original item is received and inspected
  • If the replacement item is of higher value, we will invoice you for the difference
  • For lower-value exchanges, we will refund the difference

Special Note on International Returns

For our customers outside the United States:

  • Customs fees and import duties are non-refundable
  • Please mark the package as “Returned Goods” to avoid additional charges
  • Returns may take longer to process due to international shipping times

Damaged or Incorrect Items

If you receive a damaged item or incorrect product:

  • Contact us immediately at [email protected] with photos of the damage or incorrect item
  • We will arrange for a replacement or refund at no additional cost to you
  • In some cases, we may ask you to return the damaged item using a prepaid shipping label

Questions?

Our avian product specialists are happy to help with any questions about returns or exchanges. Contact us at:

Email: [email protected]
Mail: Bird Supply Shop, 3999 Hillside Street, Mesa, US 85225

We typically respond within 24 hours, faster for urgent inquiries about cage returns or time-sensitive avian products.

Thank you for being part of the Bird Supply Shop community. We appreciate your trust in our premium avian care products and are committed to ensuring your complete satisfaction.