Revision - 1/23/2025

By using or visiting Sugar Feather Farm's website you acknowledge and consent to our Privacy Policy and other related policies. You agree to comply with the terms and conditions outlined therein.

Important Update: New Live Animal & Perishable Handling Fee

Starting January 19, 2025 the USPS has implemented a new handling fee for shipments containing live animals, food, plants, or other perishable items. As a result, these fees will now apply to your orders:

  • USPS Ground Advantage: $7.50

  • Priority Mail: $15.00

  • Priority Mail Express: $7.50

This fee ensures proper care and handling of your birds during transit. We appreciate your understanding!

 

Terms and Conditions

Sugar Feather Farm reserves the right to amend these terms at any time without prior notice. By continuing to use this site, you agree to adhere to the most recent version of these terms. We retain the right to cancel or refuse any order for any reason. For inquiries regarding our terms, please contact our customer service team.

 

Shipping Policy

We aim for prompt and safe delivery of our products, typically dispatching shipments on Tuesdays. During peak times, however, we may ship on other days to accommodate demand.

 

Communication Language

All communications and documentation from Sugar Feather Farm are provided in English.

 

Delivery Timing

Delivery dates provided at the time of purchase are estimates and are not guaranteed. Sugar Feather Farm is not liable for delays and will not refund shipping costs for deliveries that do not meet the estimated dates. For more details on USPS's refund policies, refer to section 9.5.5, g., on the USPS website.

 

Shipping Procedures

Shipping methods and costs vary depending on the type of animal or product being shipped. Customers are responsible for collecting their orders from the post office upon arrival.

 

Delivery Notifications for Live Birds

Upon shipping, customers will receive a notification email with a tracking number. We advise contacting your local USPS office upon receipt to inform them of incoming live birds or eggs and to confirm pickup arrangements. Estimated delivery using Priority Express is 1-2 days from Vermont and 1-5 days for Priority Mail.

 

Shipping Options

During checkout, customers will see various shipping options tailored to the specific products or animals being purchased. Rates may vary based on the item type and quantity. For larger orders, additional shipping charges may apply, and our team will communicate directly with customers to discuss these charges or calculate them during the ordering process.

 

Tracking and Delivery

Customers are advised not to rely solely on the tracking number to estimate delivery dates. While Priority Mail Express is offered as the fastest shipping option through USPS, it is important to note that overnight delivery is not guaranteed by USPS.

 

Live Arrivals — Important Notice

At Sugar Feather Farm, we are committed to ensuring that your orders, whether they are live birds or eggs, arrive at their destination on time and in excellent condition. Each order is carefully inspected, declared healthy, and securely packaged to ensure a safe journey.

 

Farm Pickup Option

For customers choosing farm pickup, you will have the opportunity to personally inspect and collect your birds. Upon acceptance, the responsibility for the care and well-being of the birds or eggs transfers to you. We encourage you to thoroughly inspect your order before leaving our premises.

 

Shipping and Delivery

We strive to meet delivery schedules, but occasionally, unforeseen issues with USPS may occur, possibly extending delivery times. Should such situations arise, we ask you to contact your local post office in advance with your expected delivery date and tracking details provided by us. This proactive communication helps facilitate a smooth and timely delivery process.

Please understand that once orders leave our farm, we cannot be held liable for their condition upon arrival. We appreciate your cooperation and understanding in ensuring the best possible outcome for your new farm additions.

 

Cancellation Policy

At Sugar Feather Farm, we recognize that circumstances may require you to cancel an order. Below are details of our cancellation policy to assist you with this process.

 

Cancellation Request Process

  1. Request cancellation by visiting www.sugarfeatherfarm.com/refunds and filling out the form provided.

  2. Request confirmation will be sent to you via email.

  3. Processing time for our team may take up to a week to process. We appreciate your patience.

    1. Once we process your refund you will receive an email confirmation.

    2. From there it is up to your financial institution on processing time.

 

Refund Eligibility

Within One Week of Purchase: Orders canceled within one week of purchase are eligible for a full refund, minus any payment processing fees incurred.

After One Week: Refunds requested after one week are subject to a partial refund fee of up to 30%. At this point, we begin processing your order with activities such as incubating eggs. We appreciate your understanding as we carefully manage our processes to support our conservation efforts. Thank you for being a part of our community at Sugar Feather Farm!

 

Non-Refundable Cancellations

Any orders cancelled 1-2 weeks after the 45 day email reminder will not be refunded under any circumstances, this includes farm pick ups too.

We strive to make our cancellation process as straightforward as possible, understanding that plans can change unexpectedly. If you have any questions or need assistance, please contact us at support@sugarfeatherfarm.com.

 

Refund Policy and Procedures

We prioritize the health and safety of our birds and strive to provide you with the best experience possible. Due to the unique nature of shipping live poultry, the following policies apply:

Dead on Arrival (DOA) Policy

If birds arrive deceased, you must report the issue within 24 hours of receipt.
Refund or Replacement Options:
A replacement can be sent; however, the customer is responsible for shipping costs.
Alternatively, a refund can be issued for the DOA birds.

Sick or Dead Within 24 Hours

If birds arrive alive but become sick or die within 24 hours, you must report the issue within this timeframe. A replacement can be sent; the customer is responsible for shipping costs.

Non-Refundable Situations
No refunds or replacements will be issued for losses reported after 24 hours of arrival.
Birds that arrive alive and are not reported as sick or deceased within the timeframe are non-refundable.

Reporting Instructions

All losses must be reported with clear documentation, including photos of the birds, packaging, and shipping label.
Use our Report a Loss Form on our website to expedite the process.

By placing an order with Sugar Feather Farm, you acknowledge and agree to these terms. Thank you for understanding the care and effort we put into every shipment, and for trusting us with your flock!

24-Hour Live Arrival and Livability Policy
For Express-mailed chicks, we guarantee to ship only the healthiest birds after they have been carefully monitored for health. Chicks are sent with food and water to ensure their well-being during transit.

We will refund or replace any chick that has died within 24 hours of arrival, provided proper care was given and the chicks were inspected at the post office upon pickup.

To qualify, customers must contact us within 24 hours of arrival to report losses, including clear documentation such as photos of the chicks, packaging, and shipping label.

 

Returns Policy

Due to biosecurity and USPS regulations, live animals cannot be returned.

Eligible returns include unopened merchandise like feed, oils, or quail egg scissors.

Shipping and Insurance

  • All shipments are insured up to $100. Additional coverage will be added for higher-value orders.

  • Claims: File shipping claims directly with USPS. If complications arise unrelated to shipping, contact us with photos, your order number, and a detailed description.

  • Buyer’s Risk: Sugar Feather Farm is not responsible for losses after the birds arrive safely and on time. Raising poultry involves inherent risks that are the buyer’s responsibility.

Disputes or Claims

  • Contact us directly before filing disputes with PayPal or your bank to resolve issues efficiently. Filing a claim may restrict your ability to make future purchases.

  • Shipping-related disputes caused by USPS must be resolved through their claims process.

Customer Responsibilities

  • Provide proper care for live animals as outlined in the care instructions sent with your order.

  • Be available to collect live shipments promptly from the post office.

  • Report any unsafe deliveries immediately via our Report A Loss Form.

At Sugar Feather Farm, we prioritize healthy, safe deliveries and strive to support our customers while maintaining ethical practices and sustainable operations. Thank you for your understanding and cooperation!

 

Filing Disputes or Claims

We encourage our valued customers to contact us directly before initiating any claims or disputes through PayPal or your credit card provider. Our dedicated team is always ready to assist, clarify, and work towards resolving any concerns you may have encountered. Direct communication not only facilitates a faster resolution but also helps avoid unnecessary financial costs and potential harm to our operations.

It is important to understand the impact that filing a claim or dispute can have on our business. Such actions can lead to significant financial costs and disrupt our farm operations. We earnestly request your cooperation in resolving issues through direct contact, allowing us to address and rectify matters swiftly and effectively.

In instances where disputes arise over shipping fees due to USPS errors, please follow the official USPS process for claims. This may require some time to resolve. We advise filing a claim directly on the USPS website immediately. Please note that initiating claims through PayPal or your bank may adversely affect us and could hinder the resolution process.

Please understand, that choosing to file a claim or dispute will unfortunately result in the loss of your ability to make future purchases with us. This policy is applied uniformly and is crucial for maintaining the integrity of our services and operations as a small business.

We greatly value your understanding and cooperation. If you have any concerns or need further assistance, please reach out to our support team directly. We are committed to providing thorough support and finding amicable solutions to ensure your satisfaction.

 

Shipping and Insurance Policy

At Sugar Feather Farm, we are acutely aware of the concerns surrounding the shipping of live animals. We assure you that every shipment is handled with utmost care and is insured to safeguard against loss, damage, or shortages during transit.

 

Insurance Coverage

All priority express shipments are insured up to $100.

 

Insurance Claims

Should any issues arise during transit, we encourage our customers to file their insurance claim directly through USPS. We recommend that you open your package in the presence of a postal worker upon delivery. If any problems are detected, the postal worker will be able to assist you in filing a claim immediately.

 

Reporting Complications

If you receive our fowl with complications not related to the postal service, please contact us without delay at contact@sugarfeatherfarm.com. Include photographs of the chicks, the packaging, and the shipping label, and provide a comprehensive description of the issue. Ensure your order number is included in the subject line of your email.

 

Resolution Process

Upon receipt of your report, we will assess the provided information. If we determine that the fault lies with our processes, we will issue a credit to your account. Please note, however, that additional animals sent as part of the order are not covered under this policy.

 

Refunds/Credits

We do not issue refunds or credits for shipping charges. If replacements are necessary, the customer will be responsible for covering the shipping costs of these items.

At Sugar Feather Farm, our goal is to ensure a positive experience for all our customers. We are dedicated to promptly addressing and resolving any issues that may occur during the shipping process, maintaining our commitment to quality and customer satisfaction.

 

Deposit Policy

Here at Sugar Feather Farm, we strive to provide our customers with the best options for acquiring our in-demand items, especially considering our limited stock due to being a small operation. To reserve out-of-stock items, or custom orders, customers have the opportunity to secure their desired products by providing a deposit. This deposit ensures that you will have priority access to the items once they become available or ready.

 

Payment Options

At Sugar Feather Farm, we strive to provide a range of convenient payment options to meet the diverse needs of our customers. Whether you are purchasing our premium products or reserving livestock, we accept the following payment methods:

  • Checks (farm pickup only)

  • PayPal

  • Credit Card

  • Cash (farm pickup only)

  • Money Orders

  • Venmo & other processors

Please note that payments via checks and cash are exclusively for farm pickups. If you intend to collect your order directly from our farm, you may use these payment methods.

To further enhance the convenience for our customers, we offer various deposit and payment plan options available through our website. We recognize the importance of flexibility in managing significant purchases, and our payment plans are tailored to help you secure the products you need without financial strain.

It is important to note that full payment must be received before your order is dispatched. This policy ensures a smooth and efficient transaction process, enabling us to quickly fulfill your order and deliver exceptional products. We appreciate your prompt payment as it facilitates the timely processing and shipment of your purchase.

 

Gift Card Policy

 

Purchase and Use

Gift cards can be purchased through our website or directly at our farm. These cards can be used as a form of payment for any of our products, including livestock, feed, and merchandise. Gift cards are activated upon purchase and can be used immediately.

 

Non-Refundable

Gift cards cannot be refunded or exchanged for cash, except where required by law. Once a gift card has been purchased, it remains active until the full value has been used or until the card expires, whichever occurs first.

 

Redemption

Gift cards can be redeemed for purchases online or at our farm. To use a gift card online, enter the card’s unique code at checkout. When purchasing at our farm, present the gift card at the time of purchase. The amount of your purchase will be deducted from your gift card balance.

 

Balance Inquiries

You can check the balance of your gift card by visiting our website or contacting customer service. Please have your gift card number available to facilitate the balance inquiry.

 

Expiration

Gift cards expire five years from the date of issuance, unless prohibited by law. After the expiration date, the card will be void and any remaining balance will be forfeited. We encourage our customers to use their gift cards in a timely manner to take full advantage of their value.

 

Lost or Stolen Gift Cards

Please treat your gift card like cash. We are not responsible for lost or stolen gift cards. Lost or stolen cards will not be replaced. Keep your gift card secure and contact customer service immediately if you believe your card has been compromised.

 

Limitations

Gift cards cannot be used to purchase other gift cards. They are not reloadable or transferable. Gift cards cannot be redeemed for cash or applied as payment to any account unless required by law.

 

Acceptance of Terms

By purchasing or using a gift card from Sugar Feather Farm, you are agreeing to these terms and conditions. We reserve the right to change the terms and conditions of our gift card program at any time without prior notice.

For any questions or issues related to your gift card, please contact our customer service for assistance. We are here to help ensure your experience is as smooth and enjoyable as possible.

 

Feed

We accept returns of unopened bags of feed. To be eligible for a return, the feed must be in its original, unopened condition. Unfortunately, we cannot accept returns or issue refunds for any bags of feed that have been opened. We encourage customers to carefully review their purchase upon receipt to ensure satisfaction before opening.

 

Hatching Eggs Policy

At Sugar Feather Farm, we take great care in shipping our hatching eggs to ensure they arrive in optimal condition. We use USPS for all shipments, offering two speed options during checkout:

  1. USPS Standard Priority Mail: This option typically takes 2-5 days and includes insurance coverage up to $50.

  2. Priority Mail Express: This service guarantees delivery within 1-3 days and includes insurance coverage up to $100.

We generally ship hatching eggs on Tuesdays, although during peak periods, shipping days may vary. We guarantee that only the freshest, carefully collected eggs are shipped.

 

Shipping Recommendations and Considerations

To ensure maximum freshness and care, we highly recommend selecting Priority Mail Express. However, please be aware that due to the Avian Influenza 2022 outbreak, slight delays in state approvals and with USPS might occur. While we pack our eggs with utmost care to minimize breakage, it is important to understand that some factors, such as rough handling during shipping, are beyond our control.

 

Quality Assurance

Our farm maintains healthy birds fed with a high-quality diet, which results in strong and well-developed eggs. We conduct regular fertility tests and hatch eggs weekly. Nevertheless, factors such as USPS handling, temperature fluctuations, seasonality, and your incubation practices can influence the development and hatch rates of eggs. Please note that it is impossible to visually confirm if an egg is fertilized after incubation without proper handling techniques. We invite you to review our hatching egg literature and candling images for more information. Please be advised that any extra eggs included as a courtesy do not fall under our standard policy.

 

Risk Acknowledgement

Shipping eggs involves inherent risks. We encourage purchasing live birds if you seek a guaranteed number of live fowl. If you choose to order hatching eggs, you acknowledge and accept the potential risks involved. We further do not guarantee the hatchability of the eggs provided. Due to issues out of our control once the eggs leave our farm there are no refunds on eggs that did not hatch or start development.

 

Damage Claims

In the event of damage during shipping, Sugar Feather Farm is unable to offer refunds for the eggs. However, you can file a claim with USPS. If you encounter a mishandled package, please take photos of the damaged eggs and packaging, and email them to us within 24 hours of receipt. We will provide detailed instructions for filing your claim, though the claim itself must be filed personally.

By purchasing hatching eggs from Sugar Feather Farm, you acknowledge and accept these terms, understanding the delicate nature of this process. We are committed to providing you with high-quality products and thorough guidance to enhance your experience.

 

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

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.

 

Gender Selection and Sexing Policy

At Sugar Feather Farm, we offer the option to select the gender of your Starter birds, allowing you to choose between a Pullet (female) or Cockerel (male) when placing your order. This service is designed to help meet your specific breeding and flock management needs.

 

Accuracy and Limitations of Sexing

Sexing birds is a complex process that is approximately 90% accurate and is based on observable characteristics such as behavior and feathering. Please note that we do not use medical or invasive methods to determine the sex of our birds. Due to the inherent challenges and uncertainties associated with sexing, especially in certain breeds, accuracy cannot be guaranteed.

 

Compensation for Sexing Errors

In the event that the gender of the bird does not match your order, Sugar Feather Farm offers the following remedies:

  • A credit of 30% off the original purchase price, which will be applied to your account for future purchases.

  • Alternatively, a refund of $10 may be issued back to the original form of payment.

Please note that due to strict biosecurity measures and state regulations, we are unable to accept returns of any birds. However, you are welcome to use any credits towards purchasing another bird, though additional shipping costs will apply.

 

Breed-Specific Policies

  • For breeds such as Ayam Cemani, Serama, and Pavlovskaya, no refunds or credits are provided under any circumstances due to the difficulty in sexing these birds.

  • Silkies are also excluded from our sexing service as their gender is particularly difficult to determine reliably even at a juvenile stage. For silkies we offer an option for sexing - called Personalized Poultry Pick. See product for details.

 

Options for Unwanted Roosters

If you receive a rooster and it does not fit your needs, we suggest several alternatives:

  • Reselling the bird, especially if it is a rare breed.

  • Finding a new home through farms, sanctuaries, or platforms such as Craigslist.

  • Keeping the rooster as part of your flock, as they can be valuable for flock dynamics and protection.

 

Additional Information

  • Auto-Sexing Chickens: These birds are identified by their color patterns at birth with a 98% accuracy rate.

  • Waterfowl, turkeys, and guineas are not sexed due to the risks associated with vent sexing, which can damage their reproductive systems.

  • Quail: We offer sexing for adult quail, but accuracy is not guaranteed, and the general sexing terms apply.

At Sugar Feather Farm, we are committed to ethical practices and maintaining the health and welfare of all our animals. We strive to provide as much accuracy as possible in our sexing services and offer support and guidance to ensure the best outcomes for your flock. If you have any questions or need assistance, please do not hesitate to contact us.

 

Abandoned Order Policy

At Sugar Feather Farm, we are committed to providing an excellent customer experience and ensuring timely product delivery. To facilitate this, we have established an Abandoned Order Policy to address situations where orders are not claimed or communication is not maintained.

 

Policy Overview

  1. Initial Communication

    After an order is placed, customers must remain responsive to communications from Sugar Feather Farm. If a customer fails to respond within 30 days from the initial purchase date, the order will be considered abandoned, and any funds paid will be forfeited.

  2. Notification of Ready Orders

    We notify customers when their orders are ready for shipment or farm pickup. If no appointment is scheduled or communication is attempted within 2 weeks following this notification, the order will again be considered abandoned. At this point, we are unable to hold orders and will offer the products to the next customer in line.

  3. Handling of Eggs

    Due to their perishable nature, we can only hold eggs for up to one week. Beyond this period, if no pickup or shipping arrangements have been made, the eggs will be deemed abandoned.

 

Procedure for Unclaimed Orders

  • 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.

 

Substitution Policy

 

Hatching Egg and Baby Orders

At Sugar Feather Farm, we are committed to delivering only the freshest and most viable eggs and baby birds. However, there may be occasions when specific breeds are not available due to unexpected circumstances such as low laying rates or hatchability issues. In such cases, we reserve the right to substitute with a comparable breed that meets your requirements. If a suitable substitution is not possible, we will promptly issue a refund or credit for any unfulfilled orders. We will communicate any changes to your order clearly via the order form or email. Additionally, if these changes impact the timing of the shipment, we may reschedule your order at our discretion, always keeping your best interests in mind.

 

Starter Birds

Understanding the importance of meeting your specific needs, if the breed you ordered is unavailable, we may substitute it with a similar breed to ensure harmony within your flock. Our aim is to provide a seamless solution that still meets the high standards of quality and satisfaction you expect from us.

In all cases of substitution or rescheduling, we are dedicated to transparency and clear communication to ensure you are fully informed of any adjustments to your order.

 

Prompt Notification

We understand the importance of clear communication. Rest assured that you will be promptly notified of any changes made to your order. You will be informed through the included order form or via email about any substitutions or rescheduling, keeping you informed every step of the way.

At Sugar Feather Farm, we are committed to ensuring your satisfaction and providing you with a wonderful selection of birds for your farm. If you have any questions or concerns about our substitution policy, please don't hesitate to reach out to our team.

 

Order Hold Policy

At Sugar Feather Farm, we recognize that unforeseen circumstances can arise, necessitating a pause on your order. To address this, we have established a clear and efficient policy for handling order holds, whether initiated by the customer or due to a need for additional communication.

 

Customer-Requested Holds

Customers who need to place their order on hold may contact our customer service team to arrange this. Upon request, we will document the hold period and officially put the order on hold. This ensures that your order is paused without penalty until you are ready to proceed.

 

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

If no arrangement is made and there is no response from the customer within the two-week hold period, the order status will be updated to 'abandoned.' This status indicates that we have not received the necessary customer feedback to proceed with the order, and it may be subject to cancellation or other penalties as outlined in our abandoned order policy.

For detailed information on consequences related to unresponsive order statuses and to understand our abandoned order policy, customers are encouraged to review the specific guidelines provided on our website or contact our customer service for assistance.

This policy is designed to maintain operational efficiency while accommodating the needs and challenges our customers may face. We appreciate your cooperation and understanding in managing orders effectively.