Bryant's Roost · Customer policies

Shipping & Guarantee Details

These protections cover different situations. Please read the section that applies to your order and keep your shipping materials until any issue is reviewed.

Live Bird Shipping & Live Arrival Guarantee

Bryant's Roost guarantees live arrival when these requirements are followed. Live birds ship by USPS Priority Mail Express in approved shipping boxes.

Pickup and inspection

Live-bird shipments must be held at the Post Office for customer pickup. Pick up birds promptly and within 8 hours after the shipment becomes available. Home delivery is not covered by this guarantee.

Before leaving the Post Office, inspect the box and any Tip-N-Tell or similar handling indicator. If the indicator shows tipping or mishandling, photograph it, the full box, and any visible damage. Notify a postal employee, ask that the condition be documented, and keep any USPS documentation. Failure to check an indicator does not, by itself, automatically void an otherwise valid claim.

Report an issue

If birds arrive deceased or weak, or there is evidence of damage or mishandling, submit a complete Live Shipping Issue claim within 8 hours of pickup. Include your order number and email; pickup date and time; counts alive, deceased, and weak by variety when applicable; photos of deceased birds in the original box and surviving birds in their setup; photos of the box, indicator, and damage; and USPS documentation when available. Do not discard deceased birds, the box, labels, indicators, or other shipping materials until the claim is reviewed.

Coverage and resolution

The Live Arrival Guarantee applies to the number of birds ordered. Any extra birds shipped count toward the number received alive. It covers the applicable purchase value of a verified shortfall below the quantity ordered, not original shipping, handling, or other shipping-related charges.

Losses after live arrival due to brooding conditions, temperature, feed, water, handling, housing, predators, accidents, or other conditions after pickup are not covered. Bryant's Roost may resolve an approved claim with replacement birds, store credit, or a refund of the applicable bird value, at Bryant's Roost's discretion.

Report a Live Shipping Issue

Standard Hatching Egg Arrival Guarantee

Bryant's Roost guarantees that you receive at least the number of intact hatching eggs purchased. Complimentary extras, when included, count toward the number received intact but do not increase the guaranteed quantity.

Report broken or physically damaged eggs within 24 hours of delivery. Provide clear photos of the eggs in their original EggFoam packaging, damaged eggs, the shipping box, and any visible exterior damage. Keep the eggs and shipping materials until the issue is documented.

This standard guarantee covers arrival condition and purchased quantity, not fertility or hatch rate. A verified shortfall may be resolved with store credit based on the original purchase value of the missing intact eggs. Shipping, handling, and other shipping-related charges are excluded.

Optional $5 Shipping Protection

For hatching-egg orders, optional $5 Shipping Protection covers a package lost by USPS or UPS, or not delivered within 10 calendar days after the carrier accepts it. If a shipment qualifies, Bryant's Roost will replace the covered hatching-egg order without additional shipping charges. This protection provides replacement only, not a refund.

It is separate from the standard arrival guarantee and the Incubation Masterclass hatch guarantee. It does not cover fertility, hatch rates, physical breakage, incubation errors, or weather, power, and equipment failures. Physical breakage is addressed by the standard Hatching Egg Arrival Guarantee above.

See the Shipping Protection product for the purchase option.

Incubation Masterclass Certified 50% Hatch Guarantee

This enhanced guarantee is for customers who successfully completed Incubation Masterclass before setting their Bryant's Roost hatching eggs. It is not part of a standard hatching-egg order.

The 50% threshold is calculated from the number of eggs purchased, not complimentary extras. Chicks hatched from any complimentary extras do count toward the actual hatch. If the verified hatch falls below 50% of the purchased quantity, Bryant's Roost provides store credit equal to the number of chicks below that threshold multiplied by the original per-egg purchase price. Shipping, handling, taxes, and complimentary eggs are excluded from the calculation.

Bryant's Roost can verify course completion internally; no certificate upload is needed if we can confirm your record. If your order and course emails differ, we may ask for the name or email used for the course. A claim may require the order number, egg-setting and hatch dates, incubator model and settings, counts purchased, received, and hatched, photos of chicks and remaining unhatched eggs, and other reasonable documentation needed to verify the hatch.