Sugar Feather Farm General Policies

 

Hatching Eggs Policy

Ordering hatching eggs can be a wonderful and cost-effective way to grow your flock, but it comes with special considerations. Unlike live chicks, hatching eggs are delicate and subject to many variables during shipping and incubation. Sugar Feather Farm does not guarantee hatch rates or development of eggs once they leave our farm, for reasons explained below. By purchasing hatching eggs, you acknowledge these terms:

Careful Collection & Shipping: We take great care to send you the best quality hatching eggs. Eggs are collected fresh and stored properly prior to shipment to maintain viability. We generally ship hatching eggs on Tuesdays to ensure they have the best chance of arriving before a weekend. (During peak season or extreme weather, we may adjust the day.) We offer two USPS shipping options for eggs at checkout: Priority Mail (typically 2–5 days transit, includes about $50 insurance coverage) or Priority Mail Express (typically 1–3 days, includes about $100 insurance). We highly recommend Priority Mail Express for hatching eggs, as faster shipping usually means a better hatch outcome. We pack eggs with extreme care – each egg is wrapped or cushioned, and the box is clearly labeled as fragile and perishable. Despite our precautions, once the box is with USPS, factors like rough handling or temperature swings can affect the eggs.

  • No Hatch Guarantee – Buyer’s Risk: We do not guarantee hatchability of eggs and we do not refund or replace eggs that fail to develop or hatch. When you purchase hatching eggs, you are accepting the inherent risks involved. These risks include variables in incubation technique (temperature, humidity, etc.), potential rough handling during shipping that can scramble or detach embryos, unseen genetic or fertility issues, and more. It is impossible to determine fertility or viability by merely looking at an unhatched egg (unless candling reveals development or not). If you require a guaranteed number of live birds, we recommend purchasing live chicks or started birds instead of eggs. Hatching eggs are for those who understand the gamble involved. Once eggs leave our farm, there are no refunds on eggs that do not hatch or start developing, as those outcomes are beyond our control.

  • Quality Assurance: While we can’t guarantee results, we do everything possible to maximize your chances. Our breeding flocks are healthy, well-fed on high-quality diet (resulting in strong, well-formed eggs), and we conduct regular fertility tests by incubating samples of eggs ourselves. On average, our eggs have good fertility rates when they leave here. However, fertility can fluctuate with seasons, the age of breeders, and other factors. We will not knowingly send infertile eggs. Also note that any extra eggs we include (we often add a few bonus eggs if possible) are a free courtesy to improve your odds – they are not part of the paid order and thus not covered by any policy if they fail to hatch.

  • Shipping Risks & Claims: If your egg package is mishandled or damaged in transit (for example, obvious breakage upon arrival), please contact us within 24 hours of receipt and send pictures of the damage. We will provide you instructions on filing an insurance claim with USPS for the value of the damaged eggs. Sugar Feather Farm cannot replace or refund hatching eggs that arrive intact but do not hatch, or that suffer damage in shipping, but USPS insurance may compensate you for broken eggs if a claim is approved. Be sure to keep the box and all packing materials and take clear photos of any cracked eggs and the box condition, as USPS will require that evidence. Ultimately, you will need to file the claim directly, but we will support you with documentation.

  • Incubation and Hatching: We encourage all customers to review our hatching egg guidelines and resources available on our website. Proper incubation is key to success – maintaining correct temperature, humidity, and turning practices, as well as allowing shipped eggs to settle before incubating. We are happy to answer questions or provide general advice, but the responsibility for incubating eggs correctly lies with the customer. There will be no compensation for poor hatch rates, but we welcome you to share your results and any concerns. Often, troubleshooting incubation can help improve future outcomes.

  • Acceptance of Terms: By purchasing hatching eggs from Sugar Feather Farm, you acknowledge and accept the above terms. Hatching eggs are a rewarding challenge, and many of our customers have great success, but it’s important to understand the delicate nature of the process. We are committed to sending you high-quality eggs and to being honest about the risks involved. Thank you for trusting us as your egg supplier – we truly hope you get a wonderful hatch!

 

Shipping Policy for Live Babies

At Sugar Feather Farm, we take great care in shipping live babies to ensure their safety and well-being during transit. While there is generally no minimum number required for shipping, we strongly recommend ordering at least three babies to ensure they remain warm and secure, reducing the risk of stress and other issues during transport.

 

Shipping Details

  • Method: We use USPS Priority Mail Express for all live baby shipments. This service typically ensures delivery to your local post office within 1 to 3 days from the date of dispatch.

  • Packaging: Each shipment is carefully packed in a specially designed box equipped with all necessary supplies for a safe journey. This includes special food and water gel, heat packs if needed, and a soft floor pad. We also include calming herbs and a special calming spray to help reduce stress.

  • Insurance: All express orders are insured up to $100.

  • Pickup: Your contact information will be prominently displayed on the box. Please be prepared to receive a call from your post office to arrange pickup as the babies are not delivered directly to your home.

 

Recommendations and Requirements

  • Minimum Order: To ensure the warmth and safety of the babies, we recommend shipping no fewer than three. However, if you choose to order fewer, please be aware of the increased risks.

  • Age of Babies: We do not typically ship or offer newborns directly from the farm unless specifically requested by the consumer. To ensure they are robust and well-prepared for the transition to a new environment, we keep them an extra week or two beyond their birth.

  • Specific Breeds: Certain breeds such as Serama, Bantam Cochins, Bantam Lyonnaise, Bantam Orpington, Silkie, Polish Chickens, Quail chicks, Turkey poults, and Bantam Silkie Ducklings are not shipped as newborns under any circumstances.

 

Custom Requests

If you prefer newborns, like day-olds, please inform us at the time of your order, and we will do our best to accommodate your request depending on the breed and our assessment of the baby's readiness for transport.

Sugar Feather Farm is committed to providing the strongest possible start for our babies. We believe in nurturing them until they are ready to make a smooth transition to their new homes. Your understanding and cooperation with our shipping guidelines ensure that each baby arrives safely and is poised for a healthy, happy life in their new environment.

 

Upholding High Standards in Fowl Breeding

 

Non-Refundable Cancellations

To reiterate, the following situations are completely non-refundable:

  • Cancelling an order 1–2 weeks before its scheduled ship date or pickup appointment. (At that point, no refund or credit will be given.)

  • Failing to pick up a farm order or respond to scheduling communications, resulting in an abandoned order (see Section 14 on Abandoned Orders). Funds in an abandoned order are forfeited.

  • Any custom order or special reservation where it was clearly stated as non-refundable at purchase (e.g., certain preorder deposits).

If you are unsure about the timing of your order or your availability to receive it, please consider this policy before ordering. We also encourage open communication – if something unexpected arises (emergency, etc.), reach out to us and we will try to work with you within reason (for example, we might be able to postpone a shipment). But if a postponement isn’t possible, a last-minute cancellation will follow the policy above.

 

Order Refund Examples

Sometimes it’s easier to illustrate the refund policy with an example scenario:

  • Option A: Standard Partial Refund – Suppose your order total (including shipping) was $125. You placed the order over a month ago and now decide to cancel. According to our policy (cancel after 7 days), up to 30% can be retained as a fee. Here’s how we calculate your refund: let’s say $100 of the total was product and $25 was shipping. We would apply a 30% fee on the $100 product amount = $30 fee. Thus, we refund the remaining $70 of product value, plus we refund the full $25 shipping charge (since the shipping hasn’t happened). That gives you $95 back. Additionally, if you had paid any extra fees for female sexing, those fees would be refunded in full because we didn’t deliver those female chicks. In summary, you’d receive $95 out of $125. This example shows the effect of the cancellation fee.

  • Option B: Full Store Credit – Using the same scenario, instead of a partial cash refund, you might choose to take the entire $125 as a store credit (gift card code) for future use. In that case, we would issue you a Sugar Feather Farm digital gift card worth the full amount you paid. This option is often attractive if you plan to order something else later, because we do not penalize the amount – you get the whole value to re-spend. (Any sexing fees for females, if applicable, would also be added back to the gift card.) Note: Once issued, store credit (gift cards) cannot be redeemed for cash, per our Gift Card terms, and they typically expire after the stated validity period (see Gift Card section). But you’d have plenty of time (and we’d love to help you find a better timing or alternative that works for you).

These examples are for illustration; your actual case may differ, but we will calculate refunds in a similar transparent manner.

 

Refunds Beyond 180 Days (processor limits)

If you request a refund more than 180 days (6 months) after your original purchase date, our payment processors (credit card companies, PayPal, etc.) do not allow a refund transaction to be issued to the original payment method (this is a universal limitation to protect against fraud). In such cases, Sugar Feather Farm will issue any approved refund as store credit only. We apologize for any inconvenience, but this is an industry constraint. We will provide a digital credit for use on our site for the appropriate amount. (This credit will be valid for the standard period and can be used just like a gift card.)

Note: Submitting the cancellation form or request does not guarantee a refund; it merely initiates our review. All refunds are ultimately processed in accordance with the policies above. By placing an order, you agree to these cancellation and refund terms. We truly value your business and appreciate your understanding that these policies ensure we can continue operating and caring for our animals sustainably.

If you have any questions about whether you are eligible for a refund or need clarification on this policy, please contact our customer service before cancelling. We aim to be fair and will work with you as much as possible.

 

Returns (Non-Live Items Only)

Due to USPS regulations and our own strict biosecurity standards, live animals cannot be returned to Sugar Feather Farm once they have been shipped out or picked up. We do not take back chickens, ducks, geese, turkeys, guineas, quail, or any other live birds after they have left our custody. This is both for the safety of our flock (to prevent disease introduction) and because the postal service does not allow return shipment of live birds. Please be certain you want the birds before you order, as all live animal sales are final (except as covered by our live arrival guarantee).

For non-live products, we have a straightforward returns policy:

  • Eligible Returns: Unopened, unused merchandise may be returned or exchanged. This includes items like bags of feed (still sealed), supplements (unopened containers of oregano oil, etc.), kombucha SCOBY starters (jar sealed), pure raw honey (sealed), equipment like quail egg scissors (unused), or other farm merchandise. You must contact us within 14 days of receiving the item to initiate a return

  • Condition: The item must be in its original, unopened packaging and in new condition. We cannot accept returns of any feed or consumable product that has been opened, nor any equipment that has been used, due to safety and biosecurity concerns.

  • Process: To arrange a return, email support@sugarfeatherfarm.com with your order number and the item you wish to return. If the return is approved, we will provide instructions. The customer will typically be responsible for the return shipping cost, unless the return is due to our error (e.g., we sent the wrong item).

  • Refund/Store Credit: Once we receive the returned item and verify its condition, we will issue a refund to your original payment method or a store credit, as appropriate. Shipping costs are generally not refundable on returns (except if it was our mistake).

All other items not mentioned above should be considered final sale and not returnable. If you have an issue with a product (for example, a defective feeder or a problem with a feed bag), please let us know – we do want to ensure you get what you pay for – but we reserve the right to handle it on a case-by-case basis.

 

Disputes, Chargebacks & Enforcement

We truly value our customers and will work hard to resolve any issues that arise with your order or experience. We strongly encourage you to contact Sugar Feather Farm directly with any concerns before resorting to formal disputes or chargebacks through your bank or PayPal. Initiating a payment dispute without giving us a chance to address the problem is against our policy and can have serious consequences.

Contact Us First: If you are dissatisfied or there’s a problem – whether it’s with a shipment, a product, a billing issue, anything – please email or call us and explain the situation. We are committed to making things right within the framework of our policies. Most issues can be solved quickly through open communication. Going directly to file a claim with PayPal or your credit card not only costs us fees and holds, but it often delays the resolution (since then we have to navigate the dispute process).

Chargebacks as Contract Breach: When you place an order with us, you agree to our terms and conditions (this policy document). Filing an unjustified chargeback (a reversal of payment) or PayPal claim against a valid transaction is considered a breach of that agreement. In simpler terms, if you bypass our policies and dispute a charge that was legitimately due (for example, disputing a non-refundable cancellation outside the refund window, or filing an “item not received” when in fact we shipped and have proof), you have broken the contract you made with us. We reserve the right to dispute false claims aggressively with the evidence we have, and to take necessary action to protect our interests.

Permanent Ban: Any customer who initiates a chargeback or payment dispute without working with us first (or in bad faith) will have their account and ability to purchase from Sugar Feather Farm permanently revoked. This is not something we want to do, but it is a protective measure. We cannot risk further business with individuals who resort to financial threats or bypass our policies. Essentially, choosing to file a chargeback against us means you likely will not be able to order from us again. This policy is applied uniformly to protect our small business from loss.

Recovery of Fees and Losses: Sugar Feather Farm reserves the right to seek recovery of any fees or costs incurred due to unwarranted disputes. For instance, if a chargeback results in a $15 bank fee and the reversal of funds, and we successfully prove it was not justified, we may pursue that amount and any additional damages. This could be through collection efforts or legal means if necessary. We hope to never go down that road, but we state this to underscore how seriously we take fraudulent claims.

In summary, disputes related to shipping issues (like lost packages) should go through USPS claims (as outlined in the Shipping Claims section), and disputes about our service or products should come to us directly so we can resolve them. Filing directly with payment processors not only harms our business (with financial penalties and marks against our account), but it often means we won’t be able to continue serving you as a customer.

We maintain detailed records of all orders, communications, and shipping logs, so know that we will defend ourselves if a false claim is made. Let’s work together – we genuinely want you to be happy with your experience. If we make a mistake, we will own it and fix it. All we ask is you give us that opportunity.

 

Gift Cards & Store Credit

 

Store Credit

Sugar Feather Farm may issue gift cards for purchase, and may also issue store credit in certain situations (for example, as compensation or in lieu of a refund). While both function as a form of credit to be used on our store, they are treated slightly differently. Below are the terms for each:

 

Gift Cards

Purchase & Use: Gift cards can be purchased through our website or directly at the farm. They are issued in a specified amount and come with a unique code. Gift cards can be used as a method of payment toward any product or service we offer (live birds, eggs, feed, merchandise, consultations, etc.). When you use a gift card online, you will enter the code at checkout and the card value will be applied to your order total. In-person, present the printed or digital code.

  • Non-Refundable: All gift card sales are final. Gift cards cannot be redeemed for cash (except where required by law in some jurisdictions and then only as required) and cannot be returned to Sugar Feather Farm for a refund. Once you purchase a gift card, it holds value until it is used. Treat it like cash.

  • Validity Period: Gift cards are valid for 3 years from the date of purchase (unless a longer period is mandated by law). The expiration date will be noted at issuance. After 3 years, any remaining balance will be forfeited. We encourage you to use your gift card in a timely manner; we don’t want you to lose track of it!

  • Balance & Usage: You can check your gift card balance by logging into our website (if it’s an electronic card) or by contacting us with the card’s code. You do not have to use the full balance in one go – the system will deduct your purchase and leave the remainder on the card to use later. If your purchase exceeds the card’s balance, you can pay the difference with another payment method.

  • Lost or Stolen Cards: The value on a gift card is like cash – if someone else obtains the code and uses it, that value is gone. We are not responsible for lost, stolen, or misused gift cards. We cannot reissue a new card with your balance if you lose the code, unless you have proof that the card was not yet used and can verify ownership (even then, it’s at our discretion). Please keep gift card codes secure and only share them with intended recipients.

  • Limitations: Gift cards cannot be used to purchase other Sugar Feather Farm gift cards (no looping transactions). They are not reloadable – once the balance is used, the card is done (you’d purchase a new one if desired). Gift cards are transferrable in the sense you can give them as gifts to others, but once someone has the code, it’s effectively whoever uses it first gets the value. We recommend treating the code carefully. Also, gift cards do not accrue interest or any change – their value is their face value.

  • Acceptance of Terms: By buying or using a Sugar Feather Farm gift card, you agree to these terms and conditions. We reserve the right to change our gift card policy or terms at any time, but any changes will not shorten the value period of cards already issued (we won’t suddenly make your card expire earlier or anything unfair). We may update minor terms as needed to comply with law or improve our program.

Issuance: Store credit from Sugar Feather Farm is typically issued in the form of a coupon code or electronic credit note that can be applied at checkout. Store credits are often given as a customer service gesture (for example, if a chick was DOA and you opt for credit, or if a product was out of stock and we owe you). We will provide you instructions on how to use it.

  • Format: In many cases we issue store credit as a digital gift certificate or coupon which functions very similarly to a gift card code. The key difference is that store credit might be tied to your customer account/email and is usually not meant to be transferred.

  • Valid for 2 Years: Store credit codes expire 2 years from the date of issue, unless stated otherwise. We set a shorter timeframe on store credits (as opposed to purchased gift cards) to encourage their use and because they are often given in lieu of cash refunds. Two years is ample time to use it on something you’ll enjoy.

  • Non-Transferable: Store credit is generally intended for use by the person it was issued to. While our system might not technically prevent someone else from using a code, we consider it non-transferable without our permission. If you have store credit and want to give it to someone else, please inform us so we can note it.

  • No Cash Redemption: Like gift cards, store credit has no cash value and cannot be exchanged for money. It must be used to buy products/services from Sugar Feather Farm. We will not re-convert store credit back into a cash refund unless we decide to do so as an exceptional courtesy (don’t count on this).

  • Usage: To use store credit, enter the provided code at checkout. If the system is account-based, it may automatically apply. If you have any trouble, contact us and we’ll help make sure it deducts properly. The same rule applies: if your order total exceeds your credit, you pay the difference; if it’s less, any remaining credit stays until it expires or is used.

  • Multiple Codes: Our checkout typically allows one code at a time, so if you have multiple store credits, we may need to combine them or assist you in using them sequentially. Let us know if that is an issue.

  • No “Double Dipping”: If we issued you store credit as compensation, that is the resolution – you cannot later also get a cash refund for the same issue. Using the store credit indicates acceptance of that form of resolution. (This is mostly common sense – just clarifying that one cannot get refunded twice.)

We treat gift cards and store credits as a convenient way for customers to have flexibility. We keep good records of what’s issued and used. Please reach out if you ever think there’s an error with your card or credit; we can verify balances on our end as well.

Sugar Feather Farm operates as a small-scale, ethical breeding farm. Fulfillment times can vary widely and are based on animal welfare, seasonality, flock health, and natural production cycles. We strive to get your order to you as soon as possible, but patience is often necessary – especially for rare breeds or out-of-season orders.

Seasonal Ordering: Many of our products (particularly live birds and hatching eggs) are seasonal by nature. We recognize four general seasons for order fulfillment:

·       Spring: March – May

·       Summer: June – September

·       Fall: October – November

·       Winter: Limited live animal availability (local pickup only for any live orders), though merchandise and other non-live products are available year-round.

Live animal orders usually ramp up in spring and summer when birds are naturally breeding and hatching. We typically open up spring ordering for the following year around November of the prior year, allowing customers to plan ahead and secure their spot in the queue.

 

Seasonal Ordering - Hatching Eggs

Availability of hatching eggs is highly dependent on natural laying cycles. Certain species (for example, guinea fowl, turkeys, and geese) only lay during specific times of the year. Sugar Feather Farm will only fulfill hatching egg orders during each species’ natural laying season to ensure egg viability and freshness. Orders for hatching eggs are generally fulfilled on a first-paid, first-served basis, but keep in mind that timing depends on factors like seasonal availability, weather, flock health, and egg production rates. For many species, collection of hatching eggs to start fulfilling new orders begins in March (weather and bird willing). By purchasing hatching eggs, you acknowledge that fulfillment timing is contingent on natural cycles and cannot be guaranteed for a specific date.

 

Raised/Coop Ready Birds

If you order juvenile or adult birds (“starter” birds), the minimum fulfillment time is typically around 3 months (to allow the birds to reach appropriate age). Large orders (approximately 6–7 or more birds) may be fulfilled in stages rather than all at once, because we will not hold birds indefinitely just to complete a large order. We will communicate with you regarding any staggered pickup or shipment. We accept breed and gender preferences for started birds and will do our best, for older birds these are considered special orders and done through our Personalized Poultry Pick option.

 

High Demand Breeds

Certain breeds that are very rare, slow to reproduce, or extremely popular may have extended wait times. Examples include some heritage or rare breeds that consistently have backorders. We recommend placing orders or pre-orders as early as possible for high-demand breeds. During peak season, the wait for these breeds can be longer than our normal estimated timeframes. Sugar Feather Farm is not obligated to meet standard timeframes for high-demand breeds due to their rarity and the limited supply; we prioritize fulfilling earlier paid orders first. We appreciate your understanding and patience for these special cases, and we will communicate with you regarding status updates. (Feel free to reach out to our team with questions or to check on a pre-order for a high-demand breed.)

 

Processing Times by Product Type

(The following are general guidelines – all timeframes are estimates and not guaranteed.)

·       Hatching Eggs: We usually ship hatching eggs on Tuesdays. During very busy periods or in response to weather/flock conditions, we may adjust shipping days. We only ship freshly collected eggs that have been handled carefully to maximize viability. Keep in mind that even with careful timing, factors like the hens’ laying schedules, fertility rates, and postal transit can affect when your eggs go out. We will not ship eggs that are too old or compromised.

·       Live Babies (Chicks, Ducklings, Poults, Keets, etc.): We carefully monitor all live baby birds to ensure they are healthy and strong enough for travel. In many cases, we do not ship day-old chicks – certain breeds of chickens, waterfowl, turkey poults, guineas, and quail chicks are kept for an extra week or two at our farm to build strength before shipping. (Some breeds, especially bantams or delicate breeds like Seramas and Silkies, are never shipped as newborns under any circumstance.) The exact shipping age and timing will vary by species and breed; please refer to the specific breed’s product listing for any notes on minimum age to ship.

·       Starter Birds (Juveniles & Adults): Orders for older birds require longer lead times. We must allow chicks to grow out to juvenile or adult stage. In select cases, customers can request a specific sex (pullet or cockerel) for starter birds – we determine sex using visual cues and behavior with roughly 90% accuracy (no invasive methods). Availability of started birds depends on our flock’s growth and development, which can be affected by the time of year and overall flock health. We will not rush or compromise animal welfare to meet a date – the birds come first.

·       Merchandise, Supplies & Feed: Orders for merchandise (such as equipment, apparel) or feed and supplements are typically processed more quickly. In-stock items usually ship within a few business days. However, if combined with live animal orders, they might ship separately for safety and efficiency. If any supply item is on backorder, we will notify you with an adjusted timeline or split the shipment.

·       General Factors: All timelines above are estimates only. Many factors can extend processing times, including extreme weather, natural seasonal slowdowns in laying or hatching, lower fertility rates at certain times, unanticipated flock health issues, or surges in demand. Sugar Feather Farm will always prioritize the health and well-being of the animals over speed. We appreciate your patience during any delays. We promise to communicate with you and keep you informed of your order status, especially if unforeseen issues arise.

 

Biosecurity & Flock Health

Biosecurity is our farm’s first and most critical line of defense against poultry disease. Sugar Feather Farm maintains strict sanitation, vaccination, and testing protocols to protect our birds’ health and to ensure that any birds or eggs leaving our farm are disease-free and safe to enter your flock

 

National Poultry Improvement Plan NPIP

Sugar Feather Farm participates in the USDA’s NPIP program – a cooperative federal, state, and industry initiative designed to monitor and prevent the spread of certain poultry diseases across state lines. As part of our NPIP compliance, we file the required VS Form 9-3 for all shipments or pickups of live birds and hatching eggs that go outside Vermont. These forms include the recipient’s name, address, and phone number, and they are submitted to the appropriate state and federal animal health authorities for approval prior to shipment. In addition, we submit any necessary pre-shipment notifications to the destination state’s officials in advance. Customers acknowledge that this regulatory paperwork is mandatory and may occasionally affect fulfillment timing (for example, if we must wait for a state’s approval before shipping).

  • Vaccination & Testing Programs: Sugar Feather Farm maintains the following NPIP certifications and health measures in our flocks:

  • Pullorum-Typhoid Clean: Our flocks undergo annual blood testing to ensure they are free of Pullorum and Typhoid. We register our flocks with the state NPIP office and comply with all testing protocols.

  • Avian Influenza Clean: We regularly test for Avian Influenza. Representative samples (such as eggs or swabs) are collected from each barn and submitted to approved NPIP laboratories on a scheduled basis to confirm our birds are AI-free.

  • Marek’s Disease Vaccination: All chickens hatched on our farm are vaccinated for Marek’s Disease on day one. This is a crucial preventative measure for flock health. We may administer other vaccinations or preventive treatments as appropriate for certain species or as recommended by veterinarians.

Additional Biosecurity Measures

Beyond NPIP, we implement rigorous farm biosecurity protocols:

  • No public entry is allowed into coops, brooders, or poultry housing areas. Visitors are not permitted in fenced or breeding areas of the farm (see Farm Visits section). Only authorized staff may handle birds or enter enclosures.

  • We practice strict sanitation: foot baths, controlled use of farm-specific footwear and clothing, and thorough disinfection procedures are in place to prevent any cross-contamination between groups of birds.

  • New birds brought to the farm (or birds returning to the farm) are quarantined and tested as needed before integrating with existing flocks.

  • We perform routine health monitoring, including fecal tests for parasites and veterinary check-ups if any illness is suspected. Necropsies are conducted when appropriate to investigate any unexplained deaths. We also test for other diseases such as Mycoplasma if symptoms warrant.

These measures greatly reduce disease risk; however, no biosecurity program can guarantee a flock will remain disease-free indefinitely. By purchasing from Sugar Feather Farm or visiting our farm, you acknowledge the inherent risks associated with livestock ownership and interstate poultry movement. We assure you that we do everything in our power to send out only healthy animals, and we comply with all legal requirements to maintain that standard.

 

Shipping & Delivery

Our goal is to ship orders in a timely and safe manner. Live animal shipments are coordinated to minimize transit time and stress on the birds. Generally, our primary shipping day for live animals is Tuesday each week. (This allows birds to avoid sitting in a postal facility over a weekend.) During especially busy weeks or under special circumstances, we may arrange shipments on other days. We will notify you of the expected ship date for your order.

USPS Live Animal Handling Fee: Effective January 19, 2025, the United States Postal Service requires an additional handling fee for any shipment containing live animals or perishable goods. This fee is charged in addition to regular postage and will be collected at checkout as part of your shipping costs. The current USPS surcharges (per box) are:

  • Ground Advantage: $7.50

  • Priority Mail: $15.00

  • Priority Mail Express: $7.50

(These fees are set by USPS and are subject to change if USPS updates its rates. They help ensure proper handling and care of live birds, eggs, or other perishable items during transit.) All such fees are non-refundable once the shipment is in transit, even if a package is delayed, because they are passed through to USPS.

 

Delivery Estimates

Any delivery date provided at checkout or in communication with us is an estimate only, not a guarantee. Once we ship a package, its travel time is in the hands of USPS. Important: USPS does not guarantee overnight or two-day delivery for live animal shipments, even if using Express. Furthermore, USPS will not refund postage costs for live shipments that arrive later than expected. Sugar Feather Farm likewise will not refund your shipping costs due to carrier delays. We understand it can be frustrating if a package is delayed, but we have no control over USPS transit times. We recommend monitoring the tracking information and staying in contact with your local Post Office as needed.

 

Pickup Responsibility

Most live shipments will be labeled “HOLD FOR PICKUP” and addressed to your local Post Office (using the phone number you provided). Customers are responsible for promptly picking up live animal shipments on the same day they arrive at the Post Office. You should receive a call from USPS when your package is ready for pickup. We also strongly advise customers to be proactive: you can call your Post Office once you have tracking to let them know you’re expecting live birds, and again on the expected delivery day to see if they have arrived. Failure to pick up your birds or eggs promptly (within a few hours of the Post Office notifying you) will void any live arrival guarantees and may result in the birds’ health being compromised. Note: USPS does not deliver live animals to your home – you must retrieve them from the Post Office.

If you have arranged Farm Pickup for your order, we will schedule an appointment for you to come to the farm. Farm pickup is free of charge (no shipping fees). It is your responsibility to arrive on time for your appointment. When picking up at the farm, you will have the opportunity to inspect your birds on-site; once you accept them and leave our premises, care and custody transfer to you (see Farm Pickup section for more details).

 

Fulfillment, Wait Times & Availability

We do our very best to meet scheduled ship dates, but occasionally unforeseen issues with the carrier (USPS) or weather events may require us to postpone a shipment for the safety of the animals. If such a situation arises, we will contact you as soon as possible to discuss alternatives. You will also be promptly notified of any significant changes to your order’s timing. Please understand that once an order leaves our farm and is in USPS custody, we cannot be held liable for its condition upon arrival beyond the specific live arrival guarantee outlined in our policies. We appreciate your understanding and cooperation in working with us and USPS to ensure the best possible outcome for your new feathered friends.

 

Live Animal Risk Acknowledgement

Purchasing and shipping live animals (or hatching eggs) involves inherent risks that are outside of Sugar Feather Farm’s control. By placing an order for live birds or eggs, you acknowledge and agree that:

  • Transporting live creatures can be stressful to them. Weather, handling during transit, and carrier delays can negatively impact the animals or eggs despite our best packaging and precautions.

  • Once animals or eggs leave our farm (or once you pick them up in person), all risk and responsibility transfers to you, the buyer. We ensure the birds and eggs are healthy and properly packaged at dispatch, but we cannot guarantee their survival or condition after that point except as expressly covered by our Live Arrival policy.

  • We make no guarantees regarding long-term health, productivity, reproductive capability, or show quality of any animal. While we breed for health and quality, many factors (husbandry, environment, genetics, etc.) will determine how an animal grows and performs over its lifetime, and those factors are beyond our control once the animal is in your care. For hatching eggs, we cannot guarantee hatch rates or that any particular egg will develop; there is no way to guarantee hatchability due to variables in incubation and handling.

  • We only ship healthy animals. Every chick or bird is observed and vetted for health issues before shipment. They are provided with nutrition (gel food, grains) and hydration sources in transit. Nonetheless, the stress of shipping can occasionally overwhelm even a healthy bird. By ordering, you accept this risk.

In summary, Sugar Feather Farm will do everything in our power to set you and your animals up for success, but we cannot promise outcomes once nature takes its course. Please be prepared to provide proper care, and understand that ordering live animals or eggs means you assume some risk.

 

Live Arrival & Livability Policy(24 hours)

 

Shipping and Delivery Issues

 

Cancellations & Refunds

We guarantee live arrival of your birds, subject to the conditions below. “Live arrival” means that the birds you ordered arrive alive and survive for at least 24 hours after pickup. This guarantee applies to all shipped live birds and chicks, except we cannot extend it to Button Quail chicks due to their extremely fragile nature. (Button quail are ordered at the buyer’s risk.)

Reporting Window: You must report any losses (death or serious illness of birds) within 24 hours of the time you pick up the birds from the Post Office. The 24-hour window starts when you take possession of the birds. We require that you inspect the birds at the post office counter when you pick them up – if any have arrived DOA (dead on arrival), it should be noted at that time. Birds that were delivered to your home (which is rare and only in special cases) are not covered by our live arrival guarantee, because we require post-office pickup for live shipments.

Documentation Required: All losses must be documented via clear photographs. You will need to take photos of any dead or sick birds, the original shipping box/packaging, and the shipping label showing the address and tracking number. This evidence is required both for our records and to support any insurance claim with USPS.

Resolution Options: If you meet the conditions above, we offer the following resolutions for losses or fatalities within the guaranteed period:

  • Store Credit: We can issue you a store credit (in the form of a digital coupon or gift card code) for the value of the lost birds. This credit can be used toward a future purchase from Sugar Feather Farm.

  • Replacement Shipment: We can send replacement bird(s) of the same breed/age (if available) one time. You would be responsible for the shipping cost of sending the replacements. Timing of a replacement shipment will depend on availability and appropriate shipping weather.

When you report the loss through our form (see Reporting Instructions below), we will discuss with you which option is preferred or feasible. We do not offer cash refunds for DOA or lost birds, only store credit or replacement under the terms of this policy. Also, please note that any shipping charges you paid on the original order are non-refundable, even if some birds arrived dead – shipping costs were expended to transport the package and cannot be recovered from USPS in the event of delay.

Exclusions (Situations Not Covered): Unfortunately, we cannot honor any live arrival claims in the following situations:

  • The loss or issue is reported more than 24 hours after you picked up the birds. (Timely reporting is crucial.)

  • The package was not picked up promptly on the day of arrival, resulting in additional stress or exposure to the birds. If the post office notifies you and you fail to pick up the birds the same day, our guarantee is void.

  • Losses arising from extreme weather exposure because a package was left uncollected or because of postal delays. (We do our best to only ship in safe weather windows, but once in transit, we cannot control weather or USPS handling.)

  • Button Quail chicks, as noted, are exempt from coverage due to their delicate nature.

  • Any shipment delivered to a home address (rather than held at post office) is not covered, since we require hold-for-pickup for the guarantee.

Reporting Instructions: If you experience a loss, please go to our website and fill out the “Report a Loss” form (located at www.sugarfeatherfarm.com/refunds or an equivalent page). Submit the required photos and details through that form – this is the fastest way to initiate a claim with us. You must submit the loss report within the 24-hour window. Once we receive your report, we will review the information and get back to you with next steps (usually within a few days at most). We know it’s heartbreaking to have issues with new birds; we promise to be responsive and work with you on a solution as outlined above.

By placing an order for live birds, you agree to these Live Arrival terms. Sugar Feather Farm thanks you for understanding the care and effort we put into every shipment. Our goal is your success – we want your birds to arrive healthy and thrive, and we will support you within the bounds of this policy.

 

Insurance & Shipping Claims

All shipments leaving Sugar Feather Farm are insured against loss or damage in transit. For most Priority Express shipments, insurance coverage is up to $100 value by default (Priority Mail includes $50). In the rare event that a package is lost by the carrier or arrives damaged, insurance can provide reimbursement – but there are important steps and limitations to understand:

  • Carrier Claims: If your shipment is lost, significantly delayed, or arrives with damage (for example, crushed box, broken eggs), the customer (you) must file an insurance claim directly with USPS (or the shipping carrier used). Sugar Feather Farm cannot file claims on your behalf, but we will supply any necessary documentation (such as proof of value or receipts) to support your claim. We highly recommend that if a package arrives in bad condition, you open it in the presence of a postal worker or at the post office. If any problems are evident (damaged contents, etc.), the postal staff can witness the issue and assist in initiating a claim immediately. Always save all packaging and take clear photos of any damage – the carrier will require that evidence for the claim.

  • Coverage Scope: Shipping insurance covers things like loss, theft, or damage during transit. It does not cover issues on our end (e.g., if we accidentally sent the wrong item – that would be our responsibility outside of insurance) and it does not cover live animal death due to postal delays or mishandling (those situations are addressed by our live arrival policy and generally need to be handled as a postal insurance claim for loss of live goods). Insurance also does not cover any indirect costs or your emotional distress; it strictly covers the value of the goods and sometimes the postage.

  • Timeline: File a claim with USPS as soon as you discover the issue. Delaying can jeopardize the claim. USPS often requires claims to be filed within a certain timeframe. We advise filing online via the USPS website for efficiency. After filing, USPS may take some time to investigate and resolve the claim – please be patient, as it is unfortunately not instant.

  • Non-Shipping Issues: If your package arrived intact and on time, but you encounter a problem not related to shipping (for example, you received an incorrect item or a bird was sick on arrival), please contact us directly at support@sugarfeatherfarm.com. Include your order number, a description of the issue, and any relevant photos. We will assess the situation. If we determine the issue was due to our error or farm-related (not carrier fault), we will take responsibility and offer a resolution (which may be a replacement or credit, depending on the case). Please understand that any extra birds or eggs we include as freebies are not covered by guarantees or insurance – they are a courtesy. Our policies apply to the items you paid for.

  • Resolution Process: When we receive your report of a complication, we will review all the information. If the fault lies with our processes or a mistake on our part, we will issue a store credit to your account or arrange an appropriate remedy. (Refunds to original payment for farm errors may be possible in some cases, but typically we issue credit or replacement.) We do not cover or credit additional shipping charges – if a replacement is sent as a courtesy, you would need to pay shipping for that new shipment. Also, note that any extra bonus animals or eggs sent initially are not covered for replacement or credit.

  • No Shipping Refunds: We want to emphasize that we do not refund original shipping costs once a package has been sent. The postage cost is paid to USPS for their service. If they fail to deliver on time, you should pursue a postage refund or insurance claim with USPS (we can guide you, but it’s between you and USPS). If we send a replacement due to a problem, you’ll be responsible for the new shipping fee, as we cannot absorb repeated shipping costs and remain operational.

    In summary, please communicate with us if something goes wrong. We will assist you within the framework of these policies. We understand that shipping animals or fragile eggs can sometimes result in issues, and we are committed to helping you navigate the claims process or finding a fair resolution. However, misuse of the claims process or failure to follow these guidelines (for instance, immediately filing a payment dispute without contacting us or not providing requested documentation) may forfeit your rights to resolution with us (see Disputes & Chargebacks section). We appreciate your cooperation in working through any shipping challenges responsibly and in good faith.

 

Cancellation Request Process

  1.  Submit Form: To cancel an order, you must fill out our Cancellation/Refund Request form on our website. This form is found at www.sugarfeatherfarm.com/refunds. (If you cannot access the form, contact us by email and we will direct you.)

  2. Confirmation: After you submit the cancellation request form, you will receive an email confirming that we have received your request.

  3. Processing: Our team will review and process your request. Please allow up to one week for us to process the cancellation and corresponding refund/credit. We appreciate your patience; we are a small team and handle requests in the order received.

  4. Refund Issuance: Once your cancellation is processed on our end, we will issue any applicable refund or store credit and you will receive a notification (via email and/or text) that it has been issued. The refund will be applied to your original payment method whenever possible (see “Refunds Beyond 180 Days” below for exceptions). Note: After we issue the refund, it may take additional time for your bank or credit card to reflect the money back in your account. Typically, banks take 3–7 business days, but some payment processors (like PayPal) might return it quicker. Please check with your financial institution if you don’t see the credit within a week after our confirmation.

We strive to make the cancellation process as straightforward as possible. If at any point you have questions about your request status, email us at support@sugarfeatherfarm.com with your order details.

We understand that circumstances can change after you place an order. However, because we are dealing with live animals and time-sensitive products, cancellations and refunds are subject to certain conditions. This section explains how to request a cancellation and what refund you may be eligible for.

 

Refund Eligibility

The amount of refund you are eligible to receive depends on how much time has passed since you placed the order, and how close the order is to being fulfilled:

  • Within 7 Days of Purchase: If you cancel within one week of the original order date, you are typically eligible for a full refund of the order amount paid, minus any payment processing fees that were incurred. (Payment processors like PayPal or credit card companies sometimes keep a small fee which we cannot recover; we do not profit from this.) In other words, we will refund 100% of what you paid except we might deduct, say, the 3% transaction fee if we were charged that on your payment. This scenario assumes the order is not due to ship immediately.

  • After 7 Days of Purchase: If you request a cancellation after one week has passed, we reserve the right to issue only a partial refund, typically subject to a cancellation fee of up to 30% of the order total. The rationale is that by this point, we have likely invested significant time and resources into your order (for example, incubating eggs or caring for birds designated for you, or ordering specific supplies). The exact fee will depend on how far along we are in preparing your order. We will be fair, but our standard practice is to withhold up to 30%. Example: If you paid $100 for an order, a late cancellation might yield a $70 refund (meaning $30 is retained as the fee). See the examples below for a detailed calculation. Even if your order experiences unforeseen delays in fulfillment, please understand our team has still been working on it (feeding birds, managing incubation, etc.), so the same refund policy applies in full – a delay on our end does not automatically entitle you to a larger refund beyond these terms.

  • Non-Refundable Timeframe: If you request a cancellation when the order is already very close to shipping or pickup – specifically, within 1–2 weeks of a scheduled shipment date or farm pickup date – then the order is no longer eligible for any refund. This is because by that stage we have reserved birds or eggs for you (which we may not be able to rehome immediately) and incurred almost all costs associated with your order. Any orders canceled in the final 1-2 weeks before fulfillment will not be refunded under any circumstances. This includes last-minute customer changes of mind, inability to meet a pickup date, etc. Please only place orders if you are certain you can follow through on your commitment.

We believe these policies are fair given the nature of our business. When we allocate animals or eggs for an order, a cancellation often means we’ve lost time we could have sold those items to someone else, and we’ve spent resources caring for animals destined for the canceled order. The fees are to offset those losses, not to penalize our customers. We hope you understand.

We are deeply committed to maintaining high standards in fowl breeding. We source our stock from reputable breeders and ensure that all our birds meet rigorous farm standards. Our thorough evaluation process assesses each bird's environment, health, and genetics, confirming that only the highest quality breeds are selected for breeding.

Despite our meticulous efforts, the breeding process is fraught with challenges that sometimes necessitate starting over or making significant adjustments, underscoring the complexities involved in breeding high-quality fowl.

The breeds we specialize in are particularly rare and require intensive care and management due to the demanding nature of their upbringing. It's important to recognize that achieving perfection in breeding is exceptionally rare. For instance, among a group of 100 chicks, only a few may meet the high-quality breeding standards we strive to uphold. Not every bird is destined to be a show-quality specimen or suitable for breeding purposes, much like not every individual is suited for a particular profession.

We do not claim that every bird we offer is flawless. Instead, our goal is to provide birds that can serve as a solid foundation for a breeding program or enhance a home flock. With proper care, dedication, and expertise, these birds have the potential to produce show-quality offspring or become valuable breeding stock.

Our commitment to excellence in poultry breeding is unwavering. We invite you to join us at Sugar Feather Farm in our ongoing efforts to nurture and preserve rare and exceptional breeds. Together, we can enjoy the rewards of developing high-quality fowl that meet and exceed the standards of both beauty and health.

 

Expert Consultation Services for Responsible Breeding and Showing

At Sugar Feather Farm, we understand that responsible breeding and showing of poultry demand an in-depth knowledge of each breed’s specific characteristics and potential challenges. Whether you are currently engaged in breeding and showing or are considering starting, we offer expert guidance and support tailored to your needs.

 

Professional Guidance and Support

Our services are designed to equip you with comprehensive knowledge and resources necessary for making informed decisions regarding the breeding and showing of poultry. We assist in identifying potential issues or faults associated with specific breeds, helping you understand how these factors might impact your programs.

 

Consultation Fees

Please note that our consultation services are not complementary. We offer personalized sessions with our Fowl Guru, Nicolle, at a rate of $61 per 30 minutes. During these sessions, Nicolle will address all your questions and provide tailored advice based on her extensive expertise. To ensure the session is as productive as possible, we recommend preparing your questions ahead of time.

 

Liability Disclaimer

While Sugar Feather Farm is committed to providing accurate information and expert advice, it is crucial to note that we cannot be held responsible for the outcomes or decisions made within individual breeding and showing programs. The responsibility for any decisions and their consequences lies with the breeder or exhibitor.

 

Booking a Consultation

We encourage you to take advantage of this paid service to enhance your understanding and success in breeding and showing poultry. For more information or to schedule a consultation, please visit www.sugarfeatherfarms.com/appointments. Our team is here to support and guide you in your poultry breeding and showing endeavors.

 

Ayam Cemani Breeding Program

At Sugar Feather Farm, we are committed to excellence in our Ayam Cemani breeding program. Our breeding stock is carefully selected from pure Ayam Cemani chickens, known for their unique and striking black features. These birds are chosen based on their adherence to the proposed standards of perfection set by the American Poultry Association, and as proud members of the Ayam Cemani Breeders Association, we strive to maintain the highest quality in our breeding practices.

 

Characteristics and Pigmentation

While most of our Ayam Cemani offspring display the striking all-black appearance we aim for, the special trait called fibromelanosis—responsible for their unique look—can vary. Not every bird inherits the full homozygous (double-gene) set needed for perfect black pigment across feathers, skin, and bones, so some may show slight differences. These birds are part of our ongoing breeding project to refine this characteristic. With no official APA standard for the breed yet, our dedicated efforts focus on improving each generation to consistently achieve that ideal all-black Ayam Cemani.

 

Availability and Order Fulfillment

Due to the high demand and the unique nature of Ayam Cemani chickens, our stock availability may occasionally fluctuate, and potential wait times can be expected as these birds are generally back-ordered. We assure you that we make every effort to fulfill orders as efficiently as possible.

 

Returns and Refunds

In alignment with our stringent biosecurity measures, we must inform our customers that returns of any live birds are not accepted. Additionally, we do not offer refunds for Ayam Cemani chickens due to the valuable nature of the breed.

We value your understanding and patience with these policies. At Sugar Feather Farm, we are deeply committed to providing our customers with exceptional Ayam Cemani birds and continuing to enhance the quality and standards of our breeding program. Thank you for your continued support and interest in our unique offerings.

 

Sexing & Gender Policy Policy

At Sugar Feather Farm, we aim to accommodate our customers’ preferences for male or female birds when possible, but it’s important to understand the limitations and humane practices we follow in sexing (determining gender). This section explains how we handle sexing of chicks and older birds, what accuracy to expect, and what happens if a sexing mistake occurs.

Baby Chicks

The majority of baby chicks and waterfowl we sell are straight run, meaning they are not sexed – you could get males or females. We do not perform invasive vent-sexing on day-old chicks, as this can harm the chicks. For some breeds of chicks, if we offer a “male” or “female” option on the website, it means we have a method to visually sex those particular chicks (often based on color patterns or feather sexing genes). If no sex option is given, assume chicks are straight run.

Starter Birds (Juveniles & Adults)

For older birds that have grown for a few weeks or months, we may offer gender selection (for example, you can choose “pullet” which is a young female, or “cockerel” a young male). We determine the sex of juveniles and adults using visual and behavioral cues (such as feather development, coloration, comb growth, behavior patterns). Our accuracy at this stage is approximately 90%, which is quite good but still not perfect. No medical or DNA sexing is done – we do not draw blood or do internal exams; all methods are non-invasive. Even with best efforts, certain individuals can fool us

Breed-Specific Limitations

If Sex Is Incorrect (Eligible Breeds Only): If you purchased a bird that was explicitly sold as a male or female (for example, you bought a “pullet” juvenile chicken) and it later turns out to be the opposite sex, we offer a form of compensation on eligible breeds. Eligible breeds are those not listed in the limitations above (i.e., common breeds where we offered sexing). We do not take the bird back – due to strict state laws and biosecurity, we cannot accept returns of live birds once they have left the farm. Instead, our remedy is:

  • A store credit of 30% of the original purchase price of that bird, applied to your account for use on a future purchase OR

  • A $10 refund issued back to your original payment method (per bird that was mis-sexed).

For example, if you paid $50 for a sexed pullet and it turns out to be a cockerel, you could choose to receive a $15 store credit (30%) to use later, or get $10 back on your credit card. We can discuss if you still want a female of that breed – you would need to order again or we might have one available for purchase, but we cannot simply swap the bird you have.

If you use a credit to get another bird shipped, please note additional shipping charges will apply for the new order – we cannot cover shipping on a new order/use of credit.

Unwanted Roosters - What to Do

Even with straight run chicks, about 50% will be males. We know not everyone can keep roosters due to local ordinances or flock dynamics. If you end up with a rooster (either from a straight run batch or an unexpected male from a supposed pullet) and you cannot keep him, here are our recommendations:

  • Rehome or Sell: A healthy rooster, especially of a rare or heritage breed, may be attractive to other hobby farmers or breeders. Try posting him for sale or free rehoming on platforms like Craigslist, local farm groups, Facebook poultry groups, etc. There are often people looking for roosters to protect their flock or introduce new genetics.

  • Keep Him: If regulations and your situation allow, consider keeping the rooster. Roosters can provide protection to your flock by watching for predators, and they can balance a flock’s social structure. Some roosters are gentle and become beloved pets. If you ordered females for eggs, having one rooster won’t stop your hens from laying; you just may not need more than one if you have a small flock.

  • Sanctuaries/Animal Rescue: There are farm sanctuaries and animal rescues that sometimes accept roosters (this can be hit or miss because they often are full). If you truly cannot find him a home, you could reach out to see if they have space. Please do not dump the rooster in the wild; domestic chickens cannot usually survive on their own.

  • Contact Us for Advice: While we cannot take the rooster back, you can always contact us for help. We might know of someone looking for that breed or have ideas given our network of customers. We’re happy to assist with suggestions.

We are committed to ethical flock management. We never want a rooster to be harmed or abandoned simply because of its sex. There are often creative solutions, and we encourage you to plan for the possibility of males when ordering straight run chicks.

 

Accuracy and Limitations of Sexing

To summarize, sexing young poultry is ~90% accurate at best for those we do sex, and considerably lower (or not done at all) for many breeds. Mistakes can happen and are not intentional. We do not use any surgical or internal exam methods, only observation. By ordering sexed birds, you accept a small margin of error. We have policies (credit/refund) to make up for errors on standard breeds, but not for certain challenging breeds. Please be aware of this as you plan your flock.

If you have specific questions about a breed’s sexing availability or accuracy, feel free to ask us before you order. We want you to be informed. Thank you for understanding our approach, which prioritizes the birds’ well-being while trying to meet customer preferences.

 

Policy Overview

  • Customers are encouraged to maintain open lines of communication with our team. This includes promptly responding to notifications regarding order readiness, scheduling pickups, or confirming shipping details.

  • If communication lapses occur, we will make reasonable efforts to contact the customer before determining that the order is abandoned.

 

Importance of Timely Communication

  • Timely responses and active communication are crucial for managing our inventory and ensuring that all customers have an equal opportunity to access our products.

  • We understand that unforeseen circumstances can arise, affecting your ability to respond or collect your order. We urge customers to contact us as soon as possible to discuss any potential delays or issues.

By purchasing from Sugar Feather Farm, you agree to adhere to our Abandoned Order Policy. This policy is in place to ensure fairness and efficiency in the handling of all orders.

We appreciate your understanding and cooperation, which helps us continue to provide high-quality products and services to all our customers.

If you have any questions regarding this policy or need assistance with your order, please do not hesitate to reach out to our customer service team. We are here to help and ensure a smooth process from order to delivery.

 

Substitutions, Holds & Abandoned Orders

Substitutions: On occasion, circumstances might require us to substitute a breed or item in your order. For example, if a particular breed of chick you ordered is suddenly unavailable (due to illness, fertility issues, etc.), we may offer a comparable breed or variety as a substitute. Any substitution will be a comparable alternative (e.g., similar type or value). We will communicate with you about the option to substitute. If the proposed substitution is not acceptable to you, we will either allow you to wait for the original breed (if feasible) or offer a refund/store credit for that part of the order. We will never ship you a completely different item without your agreement – communication is key. The substitution policy is intended to give us a little flexibility to keep your order on track (for instance, offering a different color variety or a similarly priced breed) rather than delaying your entire order indefinitely. Rest assured, you won’t be surprised by a substitution; it will be discussed.

 

Order Holds (Customer Delays)

If we reach out to you for information or to schedule a shipment/pickup and we do not hear back from you in a timely manner, your order may be placed “on hold.” Specifically, if we are awaiting a response from you for over 2 weeks (14 days) regarding something critical to fulfilling your order, we will pause fulfillment of your order until we hear from you. During a hold, your place in line is essentially paused – customers behind you might get served in the meantime if they are ready. Examples where this could happen: We email you to confirm which breed variant you want, or to pick a shipping date, and you don’t reply. We will try multiple times (email, phone if provided) to reach you. If no response, the order is on hold. Please be sure to keep your contact information up to date and check messages, so we can fulfill your order without unnecessary delays

 

Waiting on Customer Response

There are instances where we may require further information or confirmation from you to proceed with your order. In such cases, we will reach out directly and provide all the necessary details that require your response. If we do not receive a mutual arrangement or acknowledgment within a stipulated time frame of two weeks, we will automatically place the order on hold.

 

Abandonment of Orders

 Communication is crucial. If 30 days pass from the date of purchase (or from the last communication) with no response from the customer despite our attempts, the order will be deemed “abandoned.” Abandoned orders will be forfeited – meaning, we will cancel the order on our end and you will not receive a refund. Any funds paid will be kept as compensation for the resources we put into the order. For hatching egg orders, we will not hold the eggs for more than about 7 days waiting for instructions (eggs older than 7 days lose viability). For live bird orders, we will not continue to feed and house birds indefinitely with no response. By forfeiting an abandoned order, those birds or eggs may be released to other customers or reallocated, and your payment is kept to cover our costs (feed, care, loss of opportunity to sell to someone else, incubation effort, etc.). We truly do not want to ever have an abandoned order – we will exhaust all reasonable methods to contact you (emails, phone calls if number given). It’s in your interest to keep in touch so you don’t lose what you paid for. If you know you cannot receive an order for a period (vacation, etc.), communicate that and we may be able to accommodate a hold or new timing. Abandonment is our last resort when we cannot get a response.

Please note:  If an order is abandoned and forfeited, the customer account associated with it may be flagged, and future orders might require special confirmation or may even be refused at our discretion. This is to prevent misuse of our time and inventory. We encourage all customers to be responsive and work with us – we’re friendly, we promise! – to avoid any misunderstandings.

Abuse of Staff or Platform

We reserve the right to deny service, or cancel orders of individuals who engage in harassment, defamatory conduct, or abuse of our staff or business via any platform.