Approved standard live-poultry claims qualify for a refund of the covered poultry cost or Cackle Hatchery store credit. When the claim also meets Cackle Hatchery's replacement-shipment requirements, the customer may choose one replacement shipment instead.
The customer may select one available resolution. Unless otherwise stated:
If the customer selects a replacement shipment, Cackle Hatchery will provide one replacement shipment as the one-time financial remedy for the approved claim.
Once selected, the replacement shipment fully resolves the approved claim. The replacement shipment itself does not create a new standard guarantee claim or entitlement to another replacement shipment, refund, or store credit if a problem occurs with the replacement shipment.
Customers should consider the available refund, store-credit, and replacement options before choosing a replacement shipment because the replacement is the final financial remedy. Cackle Hatchery will still assist with care concerns, and truly extraordinary circumstances may be considered separately as discretionary goodwill.
Cackle Hatchery may voluntarily provide customer-service assistance beyond the written guarantee when truly exceptional circumstances warrant.
Any assistance provided outside these written remedies is discretionary, does not alter the standard claim-resolution limits above, and does not create an entitlement to additional remedies.
When Cackle Hatchery approves a refund, we will generally initiate the refund within one week. Refunds will normally be issued to the original form of payment when possible.
After Cackle Hatchery initiates the refund, the customer's bank, credit-card company, payment processor, or other financial institution may require additional time before the funds appear. Processing time after the refund leaves Cackle Hatchery's system is outside our direct control.
When a live-poultry order is placed, Cackle Hatchery begins reserving birds and production availability for the customer's selected hatch date.
Customers should carefully review their order both when it is placed and after receiving the order confirmation. Please verify the hatch date, breeds and varieties, sex, quantities, vaccination selections, shipping method, shipping address, telephone number, email address, and other order selections.
Orders must be paid in full when placed unless otherwise authorized by Cackle Hatchery.
Cackle Hatchery makes reasonable efforts to keep website pricing accurate. Prices may change as products, availability, costs, or promotions change. If an obvious pricing, typographical, or website error occurs, Cackle Hatchery may correct the error before fulfillment. If an order was placed at an erroneous price, we may contact the customer to confirm the corrected price or cancel and refund the affected item or order.
Promotional pricing, discounts, specials, and other offers apply only during the stated promotion period and are subject to the terms of the specific offer. Promotional pricing is not automatically applied retroactively to orders placed outside the applicable promotion period unless the offer specifically states otherwise.
Customers may generally make eligible changes until 4 days before the scheduled hatch date.
After that cutoff, the order enters final hatch and fulfillment preparation and Cackle Hatchery generally cannot cancel, reschedule, modify, or redirect the order.
Until the change deadline, customers may generally add eligible poultry or other eligible products to an existing order through their online profile, subject to availability and safe-shipping requirements.
A $10.00 order modification fee applies when products are added to an existing live-poultry order. Any additional poultry price, vaccination charges, shipping requirements, minimum-order requirements, or other applicable charges will also apply.
Ordinary order modification does not allow customers to remove products or reduce quantities. Customers who need to decrease an existing live-poultry order should contact Cackle Hatchery. Because reductions are not supported as a simple modification, the existing order may need to be canceled and a new order placed with the customer by phone. When cancellation and recreation are used solely as the operational method to complete an approved quantity reduction, Cackle Hatchery may waive the cancellation fee.
Eligible live-poultry orders may be rescheduled until 4 days before the scheduled hatch date, subject to availability.
A $10.00 rescheduling fee applies. The same breeds, varieties, sexes, and quantities may not be available on the new date.
Customers may change the shipping address until the change deadline at no charge. Shipping addresses generally cannot be changed after that deadline.
When multiple eligible administrative changes are handled during the same modification session, Cackle Hatchery will generally assess one applicable change fee rather than stacking multiple administrative fees for the same transaction. A separate modification made later may result in another applicable fee.
A live-poultry order may generally be canceled until 4 days before the scheduled hatch date.
A flat $20.00 cancellation fee will be deducted from the refund for each live-poultry order canceled.
Cackle Hatchery reserves poultry and production capacity specifically for each order. When an order is canceled, those birds must often be placed with another customer on relatively short notice. The flat cancellation fee helps offset the administrative work and costs involved in releasing and reassigning reserved poultry.
After the cancellation deadline, live-poultry orders generally cannot be canceled.
We understand that serious and unexpected events happen.
In circumstances involving severe weather affecting the customer, death in the family, significant emergencies, or other exceptional situations outside the customer's reasonable control, Cackle Hatchery may attempt to work with the customer even when the normal deadline has passed.
We cannot guarantee that an adjustment will still be possible, particularly once poultry have hatched or final fulfillment has begun. Exceptional circumstances will be reviewed individually.
Non-live merchandise orders may generally be canceled without a cancellation fee before fulfillment actually begins. If online self-service cancellation is unavailable but fulfillment has not begun, the customer may contact Cackle Hatchery to request cancellation. Once an order has shipped, it is handled under the return policy below.
Products fulfilled directly by a manufacturer or other third-party supplier may become noncancelable once the order has been transmitted for fulfillment and may be subject to manufacturer-specific return requirements. Any material product-specific cancellation or return restriction will be disclosed on the applicable product page or before purchase when applicable.
Unused non-live merchandise may generally be returned within 30 days of purchase. Approved eligible returns may receive a refund or Cackle Hatchery store credit.
Returned merchandise should generally be unused, in substantially original condition, complete with necessary parts and accessories, and suitable for resale.
Cackle Hatchery does not charge a standard restocking fee on ordinary eligible merchandise returns. For ordinary returns or changes of mind, original shipping charges are generally nonrefundable and the customer is responsible for return shipping.
If Cackle Hatchery sends the wrong product or an item is verified to have arrived defective or damaged, contact us. When the problem was caused by Cackle Hatchery or existed before receipt, approved resolution may include refund, store credit, or replacement.
Cackle Hatchery will pay or reimburse reasonable return shipping when the return is required because we sent the wrong product or the item was verified to be defective or damaged before receipt.
After 30 days, defective merchandise may be handled according to any applicable manufacturer's warranty or reviewed individually by Cackle Hatchery.
Contact Cackle Hatchery before sending merchandise back. We will provide the appropriate return instructions and return address.
Cackle Hatchery may require defective, damaged, or incorrect merchandise to be returned before issuing a replacement or refund.
For animal-welfare and biosecurity reasons, live poultry cannot be returned to Cackle Hatchery after leaving our control.
Problems involving live poultry should be handled through the applicable guarantee and claims process.