Refund, Return & Cancellation Policy

At NW Quail Farm, we want our customers to receive the products they ordered in good condition. Because we sell a wide variety of products—including live animals, hatching eggs, food, frozen products, pet food and treats, egg cartons, farm supplies, custom products, preorders, and special-order equipment—return and cancellation eligibility varies by product type.

Please review the following policy before placing your order.

Order Cancellations

If you need to cancel an order, please contact us as soon as possible at sales@nwquailfarm.com.

Standard orders may be cancelled only if they have not yet been shipped or committed to fulfillment.

Once an order has shipped, it cannot be cancelled. If the merchandise is eligible for return, you may request a return authorization after receiving it.

Orders that have already entered production, been submitted to a supplier, been specially ordered, customized, or otherwise committed for fulfillment may not be cancelled.

Preorders, Special Orders & Third-Party Fulfilled Products

Preorders, special-order products, custom products, made-to-order products, and products ordered or fulfilled through a third-party supplier may become non-cancellable once the order has been submitted to the supplier, entered production, or otherwise been committed for fulfillment.

Estimated production, availability, and delivery dates are estimates and may change due to manufacturing, supplier, freight, carrier, weather, or other circumstances outside our direct control.

Once these orders have shipped, they cannot be cancelled.

If an eligible product is returned, a refund will not be issued until the merchandise has been returned and the return has been received and approved.

Standard Returnable Merchandise

Unless otherwise stated on the product page, eligible unused merchandise may be returned within 14 days of delivery.

To qualify for a return:

• The item must be unused and in the same condition in which it was received.

• The item must include its original packaging, components, accessories, and documentation.

• You must contact us before returning the product and receive return authorization.

• Items returned without authorization may not be accepted.

• The customer is responsible for return shipping unless the return is due to our error or the product arrived defective.

• Original shipping charges are non-refundable unless the return is due to an error by NW Quail Farm.

A 15% restocking fee applies to eligible returned merchandise unless otherwise stated or the return is due to our error, damage, or a defective product.

Non-Returnable Products

For health, safety, biosecurity, perishability, and product-integrity reasons, certain products are final sale and cannot be returned once shipped, delivered, opened, or picked up, as applicable.

These include:

• Hatching eggs

• Fresh eggs

• Balut eggs

• Live birds

• Frozen feeders and frozen animal products

• Freeze-dried or dehydrated food and pet treats

• Pet food and edible animal products

• Egg cartons and other food-contact packaging

• Food-processing products that cannot safely be resold after delivery

• Custom or personalized products

• Special-order products

• Products specifically identified as final sale or non-returnable on their product page

• Gift cards

This does not prevent you from contacting us if your order arrives damaged, defective, spoiled, or incorrect.

Egg Cartons & Food-Contact Packaging

Egg cartons, food packaging, and other food-contact products are non-returnable due to biosecurity and food-safety concerns.

Please carefully review product dimensions, egg-cell dimensions, quantities, and other specifications before ordering.

If we ship the incorrect product or your merchandise arrives damaged or defective, please contact us immediately.

Hatching Eggs

Hatching eggs are perishable and cannot be returned.

Hatching success can be affected by shipping conditions, handling, incubation equipment, temperature, humidity, turning procedures, and other conditions outside NW Quail Farm's control after shipment.

Any specific hatch guarantee or shipping assurance purchased with an order is governed by the terms stated for that guarantee or assurance.

Shipping damage claims must be reported according to the requirements stated on the applicable product page or shipping assurance.

Live Birds

Live birds are available for local pickup only unless specifically stated otherwise.

Live animals cannot be returned after they leave our possession due to health and biosecurity requirements.

Customers are responsible for inspecting and accepting their birds at pickup. Any concerns should be brought to our attention immediately.

Frozen, Refrigerated & Perishable Products

Frozen, refrigerated, fresh, and other perishable products cannot be returned.

If a shipment arrives damaged, spoiled, thawed beyond an acceptable condition, or otherwise unusable, contact us immediately and provide photographs of:

• The shipping box

• Shipping label

• Packaging

• Damaged or affected product

Do not discard the product or packaging until we have responded, as photographs or other documentation may be required for a carrier or insurance claim.

Damaged, Defective or Incorrect Orders

Please inspect your order as soon as it arrives.

If your order is damaged, defective, missing merchandise, or contains an incorrect product, contact us promptly at sales@nwquailfarm.com.

Please provide your order number and photographs when applicable.

Depending on the circumstances, we may provide a replacement, replacement part, store credit, refund, or another appropriate resolution.

We may also require photographs of the shipping container, shipping label, packaging materials, and damaged merchandise to process a shipping insurance or carrier claim.

Lost, Delayed & Misdelivered Packages

Once an order is transferred to the shipping carrier, delivery timeframes may be affected by carrier delays, weather, holidays, incorrect addresses, or other circumstances outside our control.

Please contact us if tracking indicates a package may be lost or if there is a delivery problem so we can assist with the appropriate carrier process.

Packages showing as delivered may require investigation with the carrier before a replacement or refund can be considered.

Refused & Undeliverable Shipments

Refusing delivery does not automatically cancel an order or qualify the order for a full refund.

If a returnable shipment is refused or returned to sender, any refund will be determined after the merchandise has been returned and inspected.

Original shipping charges and return shipping charges may be deducted from the refund when the refusal or failed delivery was not caused by an error by NW Quail Farm.

Non-returnable, perishable, custom, special-order, or otherwise final-sale merchandise may not qualify for a refund if delivery is refused.

Returns

Before returning an eligible product, contact:

sales@nwquailfarm.com

Approved returns should be sent with the provided RMA information to:

NW Quail Farm
RMA # (Your Invoice/Order Number)
6615 Winesap Road NE
Moses Lake, WA 98837

Do not send merchandise back without authorization.

Refunds

Approved refunds for returned merchandise are processed only after the merchandise has been received and inspected.

If approved, the refund will normally be issued to the original payment method. Processing time after we issue a refund depends on your bank, credit card company, or payment provider.

Shipping charges and applicable restocking fees may be deducted from the refund as described in this policy.

Chargebacks & Payment Disputes

We encourage customers to contact NW Quail Farm before initiating a chargeback or payment dispute so we have an opportunity to resolve the issue.

A chargeback or payment dispute is not a merchandise return.

If payment for merchandise that has already been shipped or delivered is reversed, refunded, or withdrawn through a chargeback or payment dispute, the customer is not thereby authorized to retain both the merchandise and the refunded payment.

Unless otherwise agreed to in writing, the customer must either:

1. Return the merchandise according to return instructions provided by NW Quail Farm; or

2. Pay any outstanding amount owed for merchandise the customer retains.

Merchandise must not be returned without first contacting us for return instructions.

NW Quail Farm reserves the right, subject to applicable law, to seek recovery of merchandise or amounts legitimately owed when merchandise is retained after the corresponding payment has been reversed.

Fraudulent or Abusive Claims

NW Quail Farm reserves the right to refuse future orders, restrict purchasing privileges, or take other lawful action when we reasonably determine that an account has engaged in fraudulent transactions, abusive chargebacks, repeated false claims, or other misuse of our return and refund policies.

Nothing in this policy limits rights or remedies that customers may have under applicable law.

Contact Us

Questions regarding cancellations, returns, refunds, damaged shipments, or other order issues can be directed to:

NW Quail Farm
Email: sales@nwquailfarm.com
Phone: (509) 361-9614
Moses Lake, Washington