Refund policy

Return & Refund Policy

Thank you for shopping with us at quailz.com by Undique LLC. We want you to be satisfied with your purchase. Please review our return policy below.

Return Window
We offer a 30-day return policy. You have 30 days after receiving your item to request a return. (Fresh or Perishable, Customized Items excluded)

Eligibility for Returns
To be eligible for a return, your item must be in the same condition you received it: Unopened and in its original packaging in a resellable condition. 

To start a return, contact us at barn@quailz.com. Items sent back to us without first requesting a return will not be accepted.

Return Shipping
Customers are responsible for providing their own return shipping label. We do not cover return shipping costs unless the item is damaged, defective, or incorrect.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Claims for Breakage need to include pictures of all items including the packaging clearly visible in one or multiple images, and need to be reported to us within 5 days of receipt of the package.
For Insured Items via USPS Shipping the customer is responsible to file the insurance claim online on the USPS website.
For partially damaged goods, we refund only the amount of the damaged goods if the damage is reported to us within 5 days of receipt with clear pictures showing the damaged product and packages.(only uninsured items or proof that insurance claim was declined)

Shipping Address Responsibility & Undeliverable / Unclaimed Packages (Perishable Items)

Customers are solely responsible for providing a complete, accurate, and deliverable shipping address at checkout. We ship to the exact address supplied. If a package is returned to us as undeliverable due to an incorrect, incomplete, or inaccessible address, or because the recipient failed to claim it after post-office notice, refused delivery, or was otherwise unavailable, no refund will be issued. Shipping charges are non-refundable. For perishable products (including fertile hatching eggs), the returned item is considered spoiled and will be discarded; reshipment is not available.

Live Bird Shipping, Delivery & DOA Policy

Live birds (chicks, growers, and adult birds) are perishable livestock and cannot be returned. By ordering live birds from Quailz, you agree to the rules below.

Weather & ship timing
We only ship live birds when temperatures and conditions are safe for transit. Extreme heat, cold, storms, or carrier delays may pause or reschedule your ship date. Current lead time is typically 2–3 weeks from order (or longer if a weather hold applies). We ship live birds on Mondays and Tuesdays only so packages are less likely to sit over a weekend. A weather hold or schedule change is not grounds for a refund.

Phone number required
Provide a working phone number at checkout or in the order notes so we and the post office can reach you when the birds arrive. Missing or wrong contact info may delay shipment. If we cannot reach you and birds are delayed, refused, or left unclaimed, no refund will be issued.

Your job on delivery day
Pick up live-bird packages the same day they arrive at your local post office. Do not leave the box in a hot vehicle, in sun, or outdoors. Open the box in a quiet, draft-free area and move birds promptly into a prepared brooder or housing with heat, water, and feed ready.

Dead-on-arrival (DOA)
We pack birds carefully for safe travel. If any bird arrives dead or clearly not viable:

  1. Email barn@quailz.com within 24 hours of delivery (same calendar day preferred).
  2. Include your order number, how many birds were DOA, and a short description.
  3. Send one continuous video (no cuts, no pause-and-resume). In a single unbroken take it must:
    • Show the shipping box with the label and seals fully intact (readable label / tracking on camera).
    • Continue while you open the box on camera so the seal/tape being broken is visible.
    • Immediately show the full interior of the box and every bird in it (alive and DOA), without stopping.
  4. Keep all packaging until we confirm the claim.

Photos alone are not enough. Claims without a continuous video as described above are not valid and will not be credited.

Valid DOA claims reported on time with complete continuous video are resolved by a partial refund or store credit for the DOA birds only. We do not replace live birds. Shipping costs are non-refundable. We do not offer full-order refunds for a partial DOA loss.

Not covered
No refund or credit for:

  • Birds that die after delivery once removed from the shipping box (brooder issues, chill, overheat, lack of water/feed, predator, stress, etc.)
  • Delayed pickup, refused delivery, unclaimed packages, or a wrong/incomplete address
  • A missing phone number or failure to answer post-office or hatchery contact attempts
  • Weather holds or carrier delays outside our control
  • Sexing errors on straight-run orders (straight-run means unsexed)
  • Live birds ordered for local pickup that are not claimed as arranged

 

Questions: barn@quailz.com



Refund Processing Fee
If your refund/return is approved and a refund is issued to a credit card, a processing fee of 2.9% plus $0.30 will be deducted from your refund. This fees are charged regardless if the item was shipped and covers the non-refundable transaction costs imposed by our payment processor. If you decide to receive store credit, there are no fees if used for a future order.

Non-Returnable Items
We do not accept returns for the following:

  • Perishable goods (such as food, flowers, or plants, hatching eggs, live birds)

  • Custom or personalized products

  • Sale items or gift cards

If you have questions about a specific item, contact us before attempting a return.

Exchanges
The fastest way to get the item you want is to return the item you have. Once your return is accepted, you can place a new order for the desired item.

Refunds
Once we’ve received and inspected your return, we will notify you whether the refund has been approved. If approved, the refund will be issued to your original payment method. Please allow up to 10 business days for your bank or credit card company to process the refund.

If more than 15 business days have passed since your return was approved and you have not received your refund, contact us at barn@quailz.com