Refund policy

Return & Refund Policy

Effective Date: September 15, 2026

At Everglades Bird Supply, the health, safety, and well-being of animals are extremely important to us. Because many of the products we sell are intended for use by birds and other animals, and may or do come into direct contact with food, water, droppings, saliva, feathers, or other biological material, we maintain a limited return policy due to biosafety and contamination concerns.

Our return policy is designed to protect our customers, their animals, our staff, and the animals we work with and have in our care, while ensuring that all returned products are handled safely and meet appropriate safety standards before being considered for return to inventory.

PLEASE DO NOT SEND ANY ITEM BACK WITHOUT PRIOR APPROVAL

Please do not send any item back to Everglades Bird Supply unless your return has been approved and you have received specific return instructions from us.

This requirement is in place for the safety of our staff, customers, customers' pets, and the birds and other animals we work with and have in our care.

Sending an item back without prior approval may delay the return review process. Unauthorized returns may need to be separately identified, documented, and routed to our returns team before they can be reviewed.

If you believe you have an issue with an item, please contact us before shipping anything back. We will review the circumstances and let you know whether the item is eligible for return and, if approved, provide you with the appropriate instructions.

 

1. Limited Return Policy

Everglades Bird Supply maintains a **limited return policy due to biosafety concerns** associated with products intended for birds and other animals.

For eligible products, customers have **10 days from the date of delivery to start a return request through their Everglades Bird Supply account**.

The return request must be started within this 10-day period.

 

After 10 Days

Once the 10-day return period has passed, our online return system will no longer allow you to submit a return request through your account.

If you are outside the 10-day online return period and believe you have a legitimate reason to request a return, please contact Everglades Bird Supply directly.

A return request made after 10 days is not automatically approved. We will review the circumstances and determine whether an exception or other resolution may be appropriate.

The expiration of the 10-day online return period does not create an automatic right to a return.

 

2. How the Return Process Works

For eligible products, the return process generally follows these steps:

1. Start your return within 10 days.
   Log into your Everglades Bird Supply account and submit the return request for the eligible product.
2. Wait for return approval.
   Do not send the item back simply because you have submitted a request. The return must first be reviewed and approved.
3. Receive return instructions.
   If approved, Everglades Bird Supply will provide the appropriate return instructions.
4. Send the item back according to those instructions.
5. We receive the item.
6. Our separate returns team reviews the item.
7. A final determination is made.
8. If approved following inspection, the applicable refund is processed.

Important: Submitting a return request does not mean that a refund has been approved. Receiving return authorization does not mean that a refund has been approved. The returned merchandise must first be physically received and reviewed by our returns team.

 

3. Biosafety & Returned Merchandise

Everglades Bird Supply sells products that may come into direct or indirect contact with birds and other animals.

These products may potentially be exposed to:

• Animal saliva
• Feathers
• Droppings
• Food
• Water
• Cage surfaces
• Bedding
• Animal environments
• Other biological material

Because we cannot independently verify everything an item may have been exposed to after leaving our facility, all returned merchandise is treated as a potential biological exposure risk until it has been properly reviewed.

This is a precautionary safety procedure.

It does not mean that we believe a customer intentionally contaminated an item or that every returned item is contaminated.

Instead, treating every return as a potential biological exposure allows us to establish consistent procedures for handling returned merchandise and helps protect:

• Our employees
• Our returns team
• Our customers
• Our customers' pets
  
• Birds and animals we work with
  
• Animals currently in our care
• Our facilities
• Our inventory

For this reason, returned merchandise cannot simply be treated like a standard retail return or immediately placed back into inventory.

 

4. Returns Are Handled by a Separate Team

All approved returns are handled by a separate returns team.

This team is responsible for receiving, documenting, reviewing, and evaluating returned merchandise.

Because returned products are treated as potential biological exposure risks, the return process may take longer than a typical return with other businesses.

This additional processing time is intentional.

Our priority is to make sure that returned merchandise is handled appropriately before it is returned to inventory or otherwise processed.

We ask customers to please allow our returns team the necessary time to complete the review.

5. Unauthorized Returns Can Cause Delays

Do not send a return before receiving approval and return instructions from Everglades Bird Supply.

When an unauthorized package arrives, our returns team may have to determine:

• Who sent the package
• Which order it belongs to
• What merchandise was returned
• Why it was returned
• Whether the item requires additional handling
• Whether it is eligible for return

Because of our biosafety procedures, unauthorized returns may need to be separated and handled before they can enter the normal return-review process.

Sending an item back without approval can therefore delay the review of your return.

Following the return process helps us process your return as efficiently and safely as possible.

6. Food Products Are Not Returnable

Bird Food, Treats & Consumable Food Products

Food products are not returnable.

For food safety, biosafety, and product-integrity reasons, bird food, treats, and other consumable food products are **not eligible for a standard return**.

Food products are **not permitted to begin a self-service return through your account.**

Customers should not independently ship food products back to Everglades Bird Supply unless we specifically instruct them to do so.

Having an Issue With a Food Product?

If you experience an issue with a food product, please contact us directly before attempting to return it or sending it back.

We understand that legitimate problems can occur, including:

• Damaged packaging
• Incorrect food received
• Missing products
• Shipping damage
• Concerns about freshness
• Concerns about the condition of the product
  
• Suspected product defects
  
• Other legitimate product concerns

Although food products are not returnable by default, we will make every reasonable attempt to review and resolve issues brought to our attention.

We may request photographs, lot numbers, expiration information, packaging information, or other details necessary to investigate the concern.

Depending on the circumstances, a resolution may include:

• Replacement
  
• Refund
  
• Store credit
  
• Manufacturer-related assistance
  
• Another reasonable customer-service resolution

Do not start a self-service return for food products. Contact us first.

7. Other Products — 10-Day Return Period

For products that are eligible for return and are not otherwise excluded by this policy, customers have 10 days from the date of delivery to start a return request through their Everglades Bird Supply account.

The online return system will be available during this period.

After the 10-Day Period

After 10 days, the online system will no longer allow the customer to initiate a return request.

If you need to request a return after the 10-day period, contact Everglades Bird Supply directly.

We may review late return requests on a case-by-case basis.

A late return request may be considered based on circumstances such as:

• Product defects
• Incorrect merchandise
  
• Shipping damage
  
• An error on our part
  
• Other legitimate circumstances

However, contacting us after 10 days does not guarantee that a return will be approved.

8. Condition of Eligible Returned Products

Generally, eligible products must be:

• Unused
  
• In new and resalable condition
• Free from animal contact
  
• Free from food or water exposure
  
• Free from saliva, droppings, feathers, or other biological material
  
• Free from smoke, strong odors, chemicals, or other environmental exposure
  
• Returned with applicable original packaging
  
• Returned with all applicable components and accessories

A product that has been used by a bird or other animal may not be eligible for return, even if it was only used briefly.

9. Return Inspection

Once an approved return arrives, our returns team will inspect the merchandise.

The review may include consideration of:

• Product condition
  
• Signs of use
  
• Animal contact
  
• Food or water exposure
  
• Damage
  
• Missing components
  
• Packaging
  
• Odors
  
• Environmental exposure
  
• Potential biological exposure
• Overall suitability for resale

A returned item will not automatically be placed back into inventory simply because it appears clean or unused. Most items if not all will not return to inventory. This does not effect your return in anyway but is for overall safety.

The item must first complete our return-review process.

 

10. Refunds Are Issued After Review

The return must be physically received before the final refund determination can be made.

A refund is not automatically issued when:

• A return request is submitted
  
• A return is approved
  
• A return label is created
  
• The customer ships the package
  
• Tracking shows the package in transit
  
• The carrier marks the package as delivered

The item must be received by Everglades Bird Supply and reviewed by our returns team.

Once the inspection is complete and the return is approved, the applicable refund will be processed.

11. EBS Rewards Points & Refunds

When a purchase is refunded, the EBS Rewards points earned from the refunded portion of the purchase will be removed from the customer's rewards balance.

Rewards points have no cash value.

If points associated with a refunded purchase have already been redeemed, Everglades Bird Supply may make the appropriate adjustment to the customer's rewards balance.

A refund will not be increased to compensate for rewards points that are removed.

12. Discounts, Coupons & Promotional Offers

Discounts, coupons, promotional codes, and other promotional offers may not be restored after a refund.

A coupon or discount used on an original purchase may not be available for use again after a refund has been issued.

This may include:

• First-order discounts
  
• One-time coupon codes
  
• Percentage-off discounts
  
• Dollar-off discounts
• Limited-time promotions
  
• Buy-one-get-one promotions
  
• Free gifts
  
• Promotional shipping offers
  
• Other promotional incentives

Requesting Reuse of a Coupon

In certain circumstances, customers may contact Everglades Bird Supply to ask whether a previously used discount or coupon can be used again.

We may consider allowing the customer to reuse the promotion depending on the circumstances.

Reinstatement is not guaranteed and is at the discretion of Everglades Bird Supply.

13. Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective (without use of the item), or different from what you ordered, please contact us before sending the item back. If the issue is a result of our error or a shipping issue we will make it right.

We may request photographs or other information to investigate the issue.

Depending on the circumstances, we may provide:

• Replacement merchandise
  
• Refund
  
• Store credit
  
• Return instructions
  
• Another appropriate resolution

14. External Marketplaces

This general Return & Refund Policy applies only to qualifying purchases made directly through Everglades Bird Supply's own sales channels (POS).

Our general return policy does not apply to sales made through external marketplaces or third-party platforms, including but not limited to:

• eBay
• Etsy
• Walmart Marketplace
• Amazon
• Other third-party marketplaces

Purchases made through an external marketplace are subject to the applicable marketplace's policies and procedures, including its return, refund, cancellation, buyer-protection, dispute, and deadline requirements.

If you purchased an item through an external marketplace, please follow that marketplace's applicable return or dispute process.

15. Return Shipping

Unless otherwise agreed upon, the customer is generally responsible for return shipping costs for an approved return.

Customers should use a shipping method that provides tracking.

Everglades Bird Supply is not responsible for merchandise lost or damaged while being returned by the customer.

16. Unauthorized Returns

Products sent to Everglades Bird Supply without prior approval may not be processed as a standard return.

Because of our biosafety procedures, unauthorized returns may require additional handling and may result in significant delays.

Please contact us first. Wait for approval. Then follow the return instructions provided by our team.

17. Our Commitment to Safety

Our return procedures are designed to protect everyone who may come into contact with our products.

When a product is returned, we must consider the potential risk it could present to:

• Our staff
  
• Customers
  
• Customers' birds and other pets
  
• Birds and animals in our care
  
• Other animals we work with
  
• Our facilities
  
• Our inventory

Treating returned merchandise as a potential biological exposure risk is a precautionary safety procedure.

This is why our returns may take longer than a conventional retail return.

We appreciate your patience and understanding while our dedicated returns team completes the necessary review.

18. Contact Us Before Returning Anything

If you are unsure whether an item qualifies for a return, contact Everglades Bird Supply before sending anything back.

For eligible products, remember that the standard online return period is 10 days from delivery.

After 10 days, our online system will no longer allow a return request to be started through your account. You may still contact us directly regarding a return request after that period**, and we will review the circumstances to determine whether an exception or other resolution may be available.

For food products and other consumable merchandise, do not start a self-service return. Contact us directly regarding any issue.

We will make every reasonable attempt to work with customers to resolve legitimate concerns while maintaining the safety procedures necessary to protect our staff, customers, customers' pets, and the animals we work with and have in our care.

19. Policy Administration

Everglades Bird Supply reserves the right to administer and interpret this Return & Refund Policy in a manner consistent with product safety, biosafety, customer protection, and applicable law.

This policy may be updated from time to time.

The policy applicable to an order will generally be the policy in effect when the order was placed, subject to applicable law.