Refund policy

At Bird Haven, we want you to feel confident ordering from us. We put a lot of care into the products we sell, and many of our feeders, houses, and accessories are handcrafted or costly to ship because of their size and weight.

If something arrives damaged, defective, or incorrect, we will make it right. If you simply change your mind, we are still happy to accept eligible unused returns, but shipping costs are the customer’s responsibility.

Return Window

You may request a return within 30 days of delivery.

To be eligible for a return, the item must be:

  • Unused
  • Uninstalled
  • In original condition
  • In the original packaging whenever possible
  • Returned with all parts, hardware, and instructions included

Used, installed, weathered, dirty, damaged, or incomplete items are not eligible for a refund.

To start a return, please contact us at support@birdhaven.com with your order number and the item you would like to return. Returns must be approved before being sent back.

Please do not send items back without contacting us first. Returns sent without approval may be refused or may delay your refund.

Return Shipping

If you are returning an item because you changed your mind, ordered the wrong item, no longer need it, or decided not to keep it, return shipping is your responsibility.

You may either:

  • Purchase your own return shipping, or
  • Ask us to provide a prepaid return label, if available. The cost of that label will be deducted from your refund.

Original shipping charges are non-refundable. If your order qualified for free shipping, please understand that Bird Haven still paid the carrier to ship your order. For returns that are not due to damage, defect, or our error, the actual outbound shipping cost may be deducted from your refund, especially when a full order is returned, a delivery is refused, or an order is canceled after shipment.

Large & Heavy Items

Large and heavy items are more expensive to ship and process. The following items are subject to a 15% restocking fee when returned for reasons other than damage, defect, or our error:

  • Shepherd’s hooks
  • Feeder trees
  • Large pole systems
  • Oversized feeder stands
  • Other large or heavy items marked as subject to this policy

Return shipping for these items is the sole responsibility of the customer. Because shipping costs vary by size, weight, and location, these items are not eligible for flat-rate return shipping.

The 15% restocking fee will be deducted from the refund after the item is received and inspected.

Custom & Made-to-Order Items

Custom, personalized, modified, or made-to-order items are not returnable and are not eligible for refunds unless they arrive damaged, defective, or incorrect.

This includes items built or finished specifically for your order.

Non-Returnable Items

For safety and quality reasons, the following items cannot be returned:

  • Bird seed
  • Suet
  • Mealworms
  • Bird food or wildlife food
  • Nectar or food mixes
  • Gift cards
  • Clearance, final sale, scratch-and-dent, or discounted-as-is items
  • Custom or made-to-order items
  • Used, installed, or weathered products

Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives.

If your item arrives damaged, defective, or incorrect, contact us within 3 days of delivery at support@birdhaven.com.

Please include:

  • Your order number
  • A description of the issue
  • Clear photos of the item
  • Photos of the shipping box and packaging

Please keep the item, box, and packaging until the issue is resolved. This helps us file a carrier claim when needed.

If the item is damaged, defective, or incorrect, we may send a replacement part, replace the item, repair the issue, or issue a refund, depending on the situation.

Damage to the shipping box alone does not qualify as product damage if the item itself is unharmed.

We do not refund or replace items damaged by misuse, improper installation, normal wear and tear, animals, weather exposure after delivery, or modifications made after purchase.

Order Cancellations

Orders can be changed or canceled within 3 hours of being placed, as long as the order has not already moved into processing or shipment.

Once an order has been processed, packed, labeled, or shipped, we may not be able to cancel it.

If an order is canceled after shipment or if a stop-shipment or return-to-sender request is needed, any carrier fees, outbound shipping costs, or return-to-sender charges may be deducted from the refund.

Incorrect Shipping Address

Please double-check your shipping address before placing your order.

If an incorrect or incomplete address is provided and the package is delayed, lost, returned, or delivered to the wrong location, Bird Haven is not responsible for replacing or refunding the order.

If the package is returned to us, we can either reship the order at the customer’s expense or refund the eligible item cost minus any shipping or carrier fees.

Refused Deliveries & Return to Sender Packages

If a package is refused, not picked up, or returned to sender for reasons outside of our control, any original shipping costs, return shipping costs, carrier fees, and restocking fees may be deducted from the refund.

Refunds

Refunds are processed after the returned item has been received and inspected.

If approved, the refund will be issued to the original payment method. Refunds are for eligible product costs only and do not include original shipping, return shipping, restocking fees, or carrier fees.

Please allow a few business days for the refund to process after approval. Your bank or credit card company may take additional time to post the refund.

Exchanges

The fastest way to exchange an item is to return the eligible unused item and place a new order for the item you want.

Questions Before Ordering

If you are unsure which feeder, house, pole, or accessory is right for your setup, please contact us before ordering. We are happy to help you choose the best option and avoid an unnecessary return.

Policy Updates

Bird Haven reserves the right to update this Return & Refund Policy at any time. The policy in place at the time of purchase will apply to that order.

Thank you for being part of our haven,
The Bird Haven Team