Refund/Return Policy & Order issues

Standard Refund & Return Policy

Our refund and return policy for NON-RACK orders allow customers up to 14 days from receiving your order to report any damaged, missing or incorrect items and 30 days to report any defective products or to request a return/refund for any items. (Please see Rack Terms & Conditions page for information regarding refunds/returns of rack orders.) If it has been more than 30 days since receiving your items, a refund or exchange will not be approved.

To be eligible for a return, items must be unused and undamaged.
Single-use items such as heat tape, wiring, used items, etc. cannot be returned/refunded (ALL SALES for these products are FINAL.)
DO NOT THROW OUT SHIPPING BOXES until you have thoroughly inspected, and are happy with your products – as these may be needed to ship any return items. (Photos of any shipping boxes are REQUIRED for damage replacement approval. If shipping boxes are disposed of before receiving approval, your order will no longer qualify for any damage replacements/refund and any return items will need to be shipped back with appropriate packaging – at customer’s expense.)

Damaged, Defective, Missing or Incorrect Products

We only replace items if they are damaged in-transit, are defective, missing or incorrect items are received. Customers must notify us via email IMMEDIATELY. We allow up to 14 days (from receiving date) to report any damaged, defective, missing, or incorrect items. Any requests for replacements received AFTER this will NOT be approved or refunded.

– For Damaged/Defective items

Please send us an email (when reporting any damaged/defective products) with ALL of the following items/info. All items listed below are REQUIRED for replacements/credits to be approved:

Invoice number
Model and quantity of damaged items
Full photos of any damaged/incorrect items (these photos should show the product(s) fully in view.
Detailed photos (close-up) of any damages should also be included
Photos of any/all shipping boxes that the damaged item(s) were received in. The box(es) should be fully in view with nothing in or on the box(es). (Even if no damage is present, these photos are REQUIRED for any damage claims, if boxes were disposed of, NO REFUND, CREDIT, or EXCHANGE will be offered.)

Replacements WILL NOT be approved if ALL of the aforementioned photos/information is not sent via email.

For heat panels and thermostats: These products may require a phone call to troubleshoot these items to verify whether the product is defective or if the problem may be due to user error. Please note: these products may need to be sent back to us for thorough testing before a replacement will be sent.

– For Missing/Incorrect items

Please send us an email (when reporting any missing/incorrect products) with ALL of the following items/info. All items listed below are REQUIRED for replacements to be sent:

Invoice number
Model and quantity of missing/incorrect items
Full photo of ALL items received

If any item(s) need to be returned (for incorrect/defective items ONLY), depending on the cost of shipping, we may provide customers a return label, for any incorrect items to be sent back. If packaging is disposed of before approval, it will be the customers responsibility to purchase any necessary boxes/packaging materials to return these items. In some cases, Freedom Breeder may be willing to sell these “incorrect” items to the customer at a discounted rate, rather than paying to send these items back. Please ask about this in your reporting email if you are interested in this.

– Return Instructions

***DO NOT ATTEMPT TO RETURN ANY PRODUCT(S) WITHOUT APPROVAL. ANY ITEMS RETURNED WITHOUT APPROVAL WILL NOT BE PROCESSED AND THE CUSTOMER WILL BE RESPONSIBLE FOR ANY SHIPPING COSTS TO HAVE THE PRODUCT(S) SENT BACK TO THE CUSTOMER.***

To start a return, please email us with your invoice number and explain what product(s) and reason(s) you wish to return these items. PLEASE NOTE: ALL returns MUST be requested via email (within 30 days of receiving your order.) Once approved for return, the item(s) will need to be shipped back to us (return address is listed below.) Customers are responsible for any/all return shipping costs (including packaging in the event the original packaging was disposed of before the return request) and will not be reimbursed for return shipping when the return items are refunded.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed and applied to your original method of payment (NO EXCEPTIONS.) If for any reason the return/refund is not approved, the customer is responsible for any shipping charges to have the item(s) sent back to the customer.

Please note: Refund processing can take 3-5 business days to reflect in your account depending on your bank and original form of payment.

Late or missing refunds

If you haven’t received a refund yet, first double-check your bank account as processing can take 3-5 business days from the initiation of the refund. Please attempt contact your credit card (or customer support for the company that payment was made), as it may take some time after processing for your refund to post. If you’ve done all of this and you still have not received your refund yet, please contact us.

Sale items

ALL sale items purchases are FINAL and cannot be returned or refunded.

Return Address

To return your product, you should mail your product to:

Freedom Breeder Returns

2306 South Daubenberger Rd.

Turlock, CA 95380

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.