Shipping & Refund Policy

Before an order is confirmed

An inquiry is not a confirmed order. Before accepting payment, we will confirm:

• the bird’s current availability and listed purchase price;
• the customer’s full name, destination and reliable contact information;
• whether lawful, species-appropriate transport is available to that destination;
• the estimated travel date, delivery method and all separate travel-related charges; and
• any health certificate, travel crate or destination documentation included in the order.

Customers must be at least 18 years old and legally permitted to keep the selected species where they live. Canary Heaven may decline or postpone an order when safe or lawful delivery cannot be arranged.

Shipping and delivery

• Eligible U.S. destinations: We arrange delivery only where the selected species and route are permitted. Some states, territories or remote areas may require additional documentation or may be unavailable.
• Safety holds: Travel may be postponed because of temperature, severe weather, carrier interruption, disease-control measures or another animal-welfare concern. A safety hold is not considered a seller delay.
• Estimated timing: Travel and arrival times are estimates until the carrier confirms them. Tracking or pickup instructions will be shared when available.
• Receiving the bird: An adult must be available at the agreed delivery or pickup time. The customer must inspect the travel container and bird immediately.
• Accurate information: The customer is responsible for providing a correct address, telephone number and any requested receiver details. Costs caused by incorrect information, missed delivery or late pickup may be charged to the customer.

Live Arrival Promise

When Canary Heaven arranges the transport and the customer follows the receiving instructions, the bird is covered for live arrival at the agreed handoff point.

If a bird does not arrive alive, the customer must notify us within two hours of the carrier’s delivery or pickup scan. The report must include the order details, clear photos or video of the bird inside the opened travel container, the exterior of the container and the shipping label or tracking information. Please keep the bird, container and packing materials until we provide instructions.

After the claim is verified, Canary Heaven will offer either a replacement bird of the same or comparable value, subject to availability, or a refund of the affected bird’s purchase price. Third-party shipping, veterinary, certificate and crate charges that have already been used are not refundable unless the loss resulted from an error by Canary Heaven or applicable law requires otherwise.

The promise may not apply when:

• the bird was not received or collected during the agreed window;
• delivery failed because the customer was unavailable or supplied incorrect information;
• the customer requested shipping against a documented safety recommendation;
• the bird was transferred, released, housed unsafely or exposed to other animals before the claim was documented; or
• the required evidence was not provided within the reporting window.

Health concerns after arrival

We recommend an examination by a licensed avian veterinarian as soon as possible and within 72 hours of arrival. If the veterinarian identifies a serious condition that, in their professional opinion, existed before delivery, contact Canary Heaven within 24 hours of the diagnosis and provide the signed veterinary report, test results and invoice.

Verified pre-existing health claims will be reviewed promptly. Depending on the circumstances and applicable law, the resolution may be a replacement, refund of the bird’s purchase price or another written agreement with the customer.

This coverage does not apply to illness or injury caused after delivery by an accident, escape, improper diet, unsafe housing, household fumes, extreme temperature, delayed veterinary care, contact with other animals or failure to follow reasonable care instructions.

Cancellations, returns and refunds

• If Canary Heaven cancels: If the bird becomes unavailable or we cannot provide the agreed bird before dispatch, the customer receives a full refund of amounts paid to Canary Heaven for that order.
• Customer cancellation before booking: Before third-party travel, veterinary or documentation costs are committed, the customer may request cancellation and a refund, less any reservation fee that was clearly disclosed and accepted in writing before payment.
• Customer cancellation after costs are committed: The bird price may be refunded, but documented, non-recoverable carrier, veterinary, certificate or crate expenses are not refundable.
• After dispatch: Change-of-mind cancellations are not refundable once the bird has begun travel.
• No routine returns: Live birds cannot be returned like ordinary merchandise because travel and contact with another environment create welfare and biosecurity risks. Contact us if circumstances change; we will try to provide responsible guidance, but we cannot promise to accept a return.
• Incorrect order: If the bird materially differs from the written order confirmation, notify us within 24 hours so we can arrange a fair solution.

Approved refunds are returned through an available, lawful payment method. Processing time depends on the payment provider. This policy does not limit any non-waivable consumer rights provided by applicable law.

How to contact us about a delivery or claim

For the fastest response, include your full name, bird, destination, delivery time, tracking information and supporting photos or veterinary documents.

This policy explains Canary Heaven’s customer-service practices. Applicable carrier rules and federal, state and local laws take priority when they require a different result.