Our Live Arrival Guarantee

DOA (Dead on Arrival) Policy – The Quail Store

At The Quail Store, we take great care in preparing and shipping our products—especially live animals like Adult Quail, chicks or fertile eggs—to ensure they arrive healthy and safe. However, due to the nature of shipping live products, there is always a small risk during transit. This Dead on Arrival (DOA) Policy outlines how we handle such situations.

Live Animal DOA Policy

1. Reporting Requirements:

• Customers must report any DOA animals within 1 hour of delivery (as shown by the tracking information).

  All Reports must be made via email to [allquailallyear@gmail.com] and include:

  Order number, A description of the issue, & Clear photos of the shipping box and DOA animals (including a full count)

2. Replacement or Refund:

• Verified DOAs will be replaced on your next order or refunded at our discretion (minus shipping costs).

• If a majority (70% or more) of your shipment is DOA, we may issue a full replacement or refund Not Including Shipping. For a shipping refund you must report the failed shipment to the USPS and file a claim online..

3. Important Notes or Exceptions:

All Claims made after 2 hours of delivery will not be eligible For Any form of a Refund.

• We are not responsible for DOAs resulting from: Failure to pick up animals promptly, Incorrect addresses or delivery instructions, or Extreme weather conditions.

• Note: If the purchaser insists we ship against our recommendation due to weather conditions we will not cover any DOAs.

Fertile Egg DOA / Hatch Rate Policy

1. Cracked or Damaged Eggs:

• Must be reported within 24 hours of delivery with clear photos.

• We will replace or refund any eggs that arrive cracked or broken.

2. Hatch Rates:

• We do not guarantee hatch rates due to factors outside our control (incubation practices, temperature, humidity, etc.)

• If you believe your hatch rate was unusually low, contact us with detailed information and photos—we may offer a courtesy discount or replacement on a case-by-case basis.

Equipment or Supply DOA Policy

1. Damaged or Non-Functional Products:

• Must be reported within 2 days of delivery.

• Include order number, photos of the damage or defect, and a description.

• We will offer a replacement, exchange, or refund as appropriate.

• We will not issue a refund for shipping cost on any orders.

How to Contact Us

To report a DOA or damaged product, please email us at: allquailallyear@gmail.com or 📧 support@thequailstore.com
Include your order number, description of the issue, and supporting photos.

Cancelation Policy Updates

All Cancelation Request must be sent via email. When requesting a cancelation please include your agreement to our 10% cancelation fee. Cancelations Request must be approved by The Quail Store before they will be processed. All calculation requests on orders must be done within 30 days of your original order Date. If an order is Canceled past 30 days additional fees will apply. No Cancelation will be processed unless you have received a conformation email. If you do not receive an email back please reach out to us again or your order will ship with no refund or cancelation. Thank you.

LATE CANCELATIONS

Please contact us via Email for approval of your cancellation request. All Late Cancelation Request 30+ Days After The Order Was Placed, Will Have A 20% Cancelation Fee.

All request must be placed 10 days prior to the expected shipping date to ensure that your order is successfully canceled. In the event of your order is already shipped or is in The Red Zone (5 days or less from scheduled shipment date) Cancelation fee is 100% no refund or returns will be given.

All cancelation requests received 30+ days from the original order date but Not yet in the Red Zone (5 days or less from shipment) will be charged a fee of 20%. Thank you

Final Notes

We’re committed to providing high-quality products and customer service. This policy ensures fairness while maintaining our ability to serve all customers responsibly. For any questions, don’t hesitate to contact us—we’re here to help!