Our Commitment: Happy, Healthy Chicks & Quality Products
At Hatchery Farm Store®, we want you to have a great experience. Here’s what you can expect when you shop with us:
Live Poultry Delivery Guarantee
We guarantee you’ll receive the full number of live, healthy poultry you ordered. We ship via USPS Priority Live Shipping, and most orders arrive within 1-3 days. To help ensure this, we often include extra chicks of the same or similar breed and gender in your box.
What if there are losses during shipment? If you receive fewer live birds than you ordered due to shipping, we’ll make it right. We can either:
- Replace the poultry: Please note that quantities and specific breeds may depend on availability.
- Issue a refund: You’ll receive a refund for the per-bird price, but not for shipping and handling.
To report a claim, you can log in to your account or give us a call immediately upon arrival. This guarantee only covers issues caused by the USPS during transit.
Important for Chick Care on Arrival: To qualify for our live delivery guarantee, you must use a heat source that can maintain a temperature of 100-105 degrees Fahrenheit in the warm area of your brooder for the first 48 hours. Your brooder should also have a cool area for the chicks to escape the heat. We do not recommend using puppy pads. Please refer to our “Care of Chicks on Arrival” guide for detailed instructions.
After Safe & Timely Delivery
Our guarantee for live poultry ends once your birds have arrived safely and on time. We are unable to offer refunds or replacements for mortalities or morbidities that occur after this point. Our pricing structure does not account for these extended risks.
Buying live poultry always involves some inherent risk in raising them successfully, and this risk is the buyer’s responsibility. Even with the best care, sometimes things can go wrong. However, over 98% of our customers successfully raise their birds by following our care instructions and videos.
Return Policy for Other Products (Non-Poultry/Hatching Eggs)
We offer a 30-day satisfaction guarantee on all products other than live poultry and hatching eggs.
To return an item:
- You must get prior approval by calling or writing to us.
- The item must be in its original carton or container, with all literature, unused, and in a resalable condition.
- A 10% handling and restocking fee of the original item cost may apply.
- For items drop-shipped from the factory, additional or different terms set by the manufacturer may apply.
- Refunds are processed only after the returned item arrives at our facility.
- Shipping costs are non-refundable, and you are responsible for paying for and insuring return shipments. We cannot accept C.O.D. returns.
If an item arrives damaged:
- If possible, ask the delivery driver to note the damage upon delivery.
- If you discover damage after opening the package, please call us immediately for assistance.
- Always include your invoice number with any returned product.
Quality & Breed Guarantee
All Hatchery Farm Store® poultry are guaranteed to be of the grade, quality, sex, and breed as represented. If there’s an error, we’ll make a prompt adjustment.
We follow approved methods for flock control, egg selection, and maintain strict sanitary and disease control standards in our hatchery. We cannot guarantee poultry to be free from any disease that couldn’t be detected at the time of sale.
Our liability for any claims is limited to replacing damaged chicks, and extra chicks included in your original order will apply towards this. Replacements are a one-time offer. Under no circumstances will our liability exceed the total price you paid for the poultry. We are proud participants in the United States Department of Agriculture Animal Health Inspection Service’s “National Poultry Improvement Plan.”
Our Photos
The photos of pure breed birds on our website are representations of that breed and may not be from our specific bloodlines. Our goal is to breed parent stock that produces chicks maturing into birds similar to those photographed. Many of our flock owners and customers show their birds, and show birds are often the best examples of a flock. While some variation within a pure breed is normal, a large percentage of the photos on our site are of our own bloodlines.
Do you have any questions about a specific part of our policy or something else?