Returns

PRODUCT RETURN AND REFUND POLICY

The Big Cheese Rodent Factory values our relationship with you. We want you to be completely satisfied with your purchase. If for any reason you want to return a product you have purchased from The Big Cheese Rodent Factory, you can return the product to us. The following policy applies to all returns, refunds, and exchanges or other problems with your order.

Product Returns

Any product may be returned within 7 days of purchase, provided that it is in unused, like-new condition and packages have been unopened. To return a product, call our Customer Service at 817-926-3300. Be sure to have your order number / receipt number handy.

All returned products must be returned in the original packaging, including all items originally packaged with the product. Products must be well packed with dry ice in order to protect against loss or damage. Include the original customer receipt with the returned product. Customers will be responsible for costs associated with dry ice and return shipping.

When shipping products back to us, retain a copy of the tracking number from the shipping carrier for your records, so you can track the shipment. We recommend that you insure the shipment against loss or damage.

Damaged Items

Refund & Replacement Policy

At The Big Cheese Rodent Factory, we strive to ensure every order of our frozen feeder mice and rats arrives in excellent condition. Due to the nature of our products, please read our policy carefully before ordering.

Reporting Issues

If your order arrives damaged or compromised, you must notify us within 3 days of delivery.
To report an issue, call us at 817-926-3300, Monday through Friday, between 8:00 AM – 3:00 PM CST.

Late notifications may result in denial of replacement.

Delivery Requirements

Customers must accept delivery of their package.
Please note: We have seen successful deliveries where products remained frozen up to 12 days in transit.

Do not dispose of the product or packaging before contacting us—we may request photographs of the damage or condition for verification purposes.

Refunds and Replacements

We normally do not offer refunds.
If your product is damaged, we will offer a reshipment of the affected items. Every effort will be made to correct any issue resulting from shipping damage.

Odor Notice – Bad Smell

Rodents naturally have an odor, especially when frozen and thawed. We do not issue replacements or refunds for complaints related to smell.

Lost Vacuum Seal

Products are not guaranteed to arrive vacuum sealed.  We make every effort to ship only vacuumed sealed products. Occasionally during transport, products will lose their vacuum seal or develop small tears in the bag due to the extreme low temperatures. The product is undamaged by this loss of vacuum seal and perfectly fine for use.

Cancellations

Changes to or cancellations of orders must be reported to The Big Cheese Rodent Factory before your order is shipped. If you change your mind regarding a product you have ordered and decide to cancel or change the order after it has already shipped, YOU MUST STILL ACCEPT DELIVERY OF THE ORIGINAL ORDER. If you refuse to accept delivery, you will still be liable for all product and shipping fees on the original order and on any products returned to us from the original order.

Refunds

Any refunds issued will be for the purchase price of the returned item(s), including any applicable taxes. Shipping and handling charges are non-refundable.

For refunds on products paid for by credit card or debit card, a refund will be issued to the credit / debit card used for the original purchase.

For refunds on products paid by check, money order, or wire transfer, your refund will be issued in the form of an in-store credit or an exchange for an item of equal or lesser value. We will not under any circumstances issue a refund check.

Undeliverable Merchandise

You are responsible for all product and shipping fees on orders that are refused, returned to sender or undeliverable due error in shipping information provided to us.

Missing or Damaged Product

You must notify us within 3 Days of receiving your order if you have a missing or damaged product. Please call our office at 817-926-3300 to notify us of any issue.

Questions

If you have any questions regarding shopping, returns, store location or our policies, please call our Customer Service at 817-926-3300

Effective Date of Policy: 07/01/2025