PRODUCT RETURN AND REFUND POLICY
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 Center 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 cost 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.
You must accept delivery on orders even if the package arrives late. We pack orders to handle extra days in transit, packages last 7-8 days and are delivered frozen on a regular basis. Do not throw anything out. We may require photos of the packaging, products or paperwork. Please report any damaged or missing items within three (3) days of delivery by calling toll-free(817-926-3300) from 8 AM to 3 PM (Central Standard Time), Monday to Friday (excluding holidays). Every attempt will be made to correct any problems.
We do not refund rodents based on “bad smells”. These are frozen mice and rats and they do have a natural smell. We only sell fresh and quickly frozen animals, and are unable to verify “smells.”
Changes to or cancellations of orders must be reported to The Big Cheese Rodent Factory within 24 hours after your order is submitted. 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.
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.
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 7 Days of receiving your order if you have missing or damaged product. Please call our office at 817-926-3300 to notify us of any issue.
If you have any questions regarding shopping, returns, store location or our policies, please call our Customer Service Center at 817-926-3300
Effective Date of Policy: 07/01/2013