The Pink Bird Customer Service FAQ - this page is currently be re-vamped. Thanks for your patience.
ORDERING
How can I get Free Shipping?
Are there any exceptions to Free Shipping?
What happens if my order meets one of the exceptions?
Do you have a Toll Free number for ordering?
What happens if an item is backordered?
What if I change my mind and the order hasn't shipped yet?
SHIPPING
How long will it take to receive my order?
What if I want to receive my item in 1-2 business days?
Which carrier will deliver my package?
Why did my order arrive in two shipments?
DAMAGED ITEM RETURNS
What if my item is delivered broken or damaged?
What is a Claim and why do you have to place one?
What happens if I throw away my box and packing materials?
OTHER REASONS FOR RETURNS
What if I want to return my item because it is too large or small for my bird?
What if I want to return my item because my bird doesn't like it?
Why are your return policies so strict?
Why is there a re-stocking fee?
If my return is approved, where do I send it?
Will I be re-imbursed for shipping?
SALES
How can I learn about upcoming sales?
SECURITY
How can I learn about Credit Card Security?
What are you going to do with my email address?
Do you have a privacy policy?
INVOICES
Why didn't I receive an invoice with my order?
STORE INFORMATION
Answers
ORDERING
How can I get Free Shipping?
Simply place an order for $75 and up and you will automatically receive Free Shipping.
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What are the exceptions to Free Shipping?
- 20lb. plus bags of food
- HI and AK orders
- International orders
- Bird cages over $200.
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What happens if my order meets one of the exceptions?
If you wish to place an order with one of these exceptions, you place your order online like normal. Checkout with whatever your shipping amount is. You will be contacted VIA EMAIL with your additional shipping charges, which are usually minimal.
Example: You order a 25lb bag of Roudybush. Shipping charges during checkout are $7.50. Actual shipping is $11.20. You will be contacted and asked to OK the additional charges of $3.70.
Actual shipping charges can always be quoted over the phone as well.
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Do you have a Toll Free number for orders?
No, unfortunately we don't.
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What happens if an item is backordered?
Occasionally items may be on backorder. When this happens, we will issue a refund for the items and ship your order as is.
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What if I change my mind and the order hasn't shipped yet?
If you place an order and change your mind about receiving the order for any reason, a 2% fee will be incurred to cover processing fees of the refund. If we do not have an item in stock, you will receive a full refund
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SHIPPING
How long will it take to receive my order?
All orders are processed and shipped to our best ability within 2 business days. Shipping times vary from 1-5 business days.
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What if I want to receive my items within 1-2 business days?
We are happy to accommodate a RUSH order. Please select RUSH MY ORDER as your shipping option. You will be contacted via EMail or Phone to discuss the which shipping method will meet your needs.
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Which carrier will deliver my package?
We use a combination of UPS and US Postal Service. We ship all orders using the best method possible to get your items to you in a timely fashion.
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Why did my order arrive in two shipments?
If you had an order than arrive in two separate shipments, you had different items that shipped from two warehouses.
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DAMAGED RETURNS
What if my item is delivered broken or damaged?
If an item is delivered broken or damaged, we must place a Claim with the shipping company. Please hold on to the product and ALL PACKING MATERIALS, so the shipping company can come back and inspect it. After the inspection, they MAY take the product. In this case, we will send you a new one. If they do not take the product, you will either keep it or send it back, based on the situation. New product will be shipped to you promptly once the claim has been processed properly.
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What is a Claim and why do you have to place one?
A Claim is filed with the shipping company. They return to the shipping location to examine the package for two reasons:
1. To examine the product that was damaged
2. To determine if the damage was their fault or if it was our fault due to in proper packaging. (This is why it is extremely important to keep the box and all packing materials.)
If they determine it was their fault, the shipping company then processes the Claim and reimburses us for the cost of the product. 99% of the time, this is the case. Unless you do not keep the packing materials.
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What happens if I do not keep the box and packing materials?
If you do not keep the box and packing materials and the claim cannot be processed, you are responsible for the cost of the item. If you need a new item, it will be shipped to you after payment has been received.
RETURNS FOR OTHER REASONS
What if I want to return my item because it is too large or small for my bird?
Due to the risk of avian disease, all returns must be in original, unused, unopened condition. All items that are made with cotton fibers, such as Harnesses, Adventure Packs, etc...cannot be returned unless the seal is still on the box. Most likely if you have found the item not to be correctly sized for your bird, it has been used. These items are not returnable. All returns must be in salable condition. Would you want a used avian product? No - and neither do any of our other customers. To keep this from happening,email us at sales@thepinkbird.com and ask questions regarding species-specific sizing BEFORE you place the order. We are very knowledgeable and are here to help.
If your item is not returnable, you can try selling it on an auction site or offer it to a friend.
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What if I want to return my item because my bird doesn't like it?
If your bird doesn't like the item for any reason, such as: they are scared of it or don't like the way it tastes - this is considered used. Used items are not returnable for any reason. No exceptions. All returns must be in a condition of which we can re-sell the product. Would you want a used avian product? No - and neither do any of our other customers.
To keep this from happening email us at sales@thepinkbird.com and ask questions regarding species-specific bird behavior BEFORE you place the order. We are very knowledgeable and are here to help.
If your item is not returnable, you can try selling it on an auction site or offer it to a friend.
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Why are your return policies so strict?
Our return policies must be strict in order to protect our customers from receiving products which have been used by another bird. Certain avian disease can be spread through infection of toys or other objects. The health of all birds is important to us. Thank you for understanding.
If you decide to return an item (Adventure Pack included), you have 7 days after receiving the order to return your item. Please include a copy of the invoice or the email from your order confirmation. Due to the risk of avian disease, all items must be in original, unused condition, including packing and accessories. The item must be in a condition of which we can re-sell the product. If we find that the item has been used or looks to have been used, you will not receive any type of refund and the product will be returned to you.
If you qualify for a refund, you will receive it within 7-10 business days.
All orders may be subjected to a 10%-15% restocking fee, based on the condition of the returned product. If item is damaged in anyway, no refund will be issued and item will be returned to the customer. Customers who wish to return an item must pay for return shipping to the store. If you are requesting new product we will cover shipping it back to you. If you receive free shipping and return product, the shippng amount will be deducted from your return. If you return an item out of range of the 7 day policy, but witin 30 days, you are eligible to recieve store credit with the 10% re-stocking fee deducted. No refunds will be issued if it has been longer than 30 days.
Please use the following addresses for shipping return items:
USPS (Post Office Shipments)
The Pink Bird
Attn: Returns
1525 Lincoln Road
Bettendorf, IA 52722
UPS or FedEx shipments
The Pink Bird
Attn: Returns
1525 Lincoln Road
Bettendorf, IA 52722
Paper Invoices: Occasionally you may not receive a paper invoice. This is because we try to save paper and trees whenever possible. All customers do receive an invoice via email. We recommend that you print out the invoice if you are in need of a paper copy. If you would like one to be sent, please request one via email at mailto:sales@thepinkbird.com.com.
Privacy Policy
We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998). We collect information about you for 2 reasons: firstly, to process your order and second, to provide you with the best possible service. We will give you the chance to refuse any marketing email from us. We will never collect sensitive information about you without your consent. The information we hold will be accurate and up to date. You can check the information that we hold about you by emailing us. If you find any inaccuracies we will delete or correct it promptly. The personal information which we hold will be held securely in accordance with our internal security policy and the law. If you have any questions/comments about privacy or any store policies, you should contact us