Bryant’s Roost · Customer care

Report a Live Shipping Issue

If birds arrive deceased or weak, or the box shows signs of damage or mishandling, let us know promptly. This page explains what to document and takes you to our secure issue form.

Open the Live Shipping Issue Form The form opens in a new tab.

First things first

What to do at pickup

Live-bird shipments must be held at the Post Office for pickup. Please inspect the package before leaving and keep the box and packing materials while we review an issue.

Pick up promptly

Collect your birds within 8 hours of the shipment becoming available for pickup. Home delivery is not covered by the Live Arrival Guarantee.

Document the condition

Check the box and any Tip-N-Tell or similar handling indicator. If there is damage or a triggered indicator, take photos and ask a postal employee to document it before you leave.

Tell us and complete the form

Submit the Live Shipping Issue Form, including required photos and documentation, within 8 hours of pickup if birds are deceased or weak or you see shipping damage.

Pick up birdsWithin 8 hours after available

Submit issue formWithin 8 hours of pickup

Before you open the form

Have these details ready

Bryant’s Roost order number and order email
Date and time you picked up the shipment
Counts of birds alive, deceased, or weak, by variety if applicable
Photos of deceased birds in the original box
Photos of surviving birds in their brooder or setup
Photos of the box, labels, and any visible damage
Photo of the handling indicator, if present
Any USPS documentation made at pickup

Please do not discard deceased birds, the shipping box, labels, handling indicators, or other shipping materials until the claim has been reviewed. A handling indicator that was not checked does not, by itself, automatically void an otherwise valid claim.

Ready to report it?

We’ll review what happened.

For guarantee terms and available resolutions, read our Policies & Shipping page.

Go to the issue form