Customer Guarantees
At Valley Hatchery, we stand behind every shipment and work hard to make things right when something doesn’t go as planned.
All guarantee claims are personally reviewed at Valley Hatchery’s discretion and must be submitted within 24 hours of arrival, regardless of business hours. Reports can be made by email or through our self-report form.
Example:
- Arrives Friday 10 AM → report by Saturday 10 AM
- Arrives Saturday 10 AM → self-report (email/form) by Sunday 10 AM
Click here to easily file a claim via our self-report form.
100% Live Arrival Guarantee
Every order is packed with care to help ensure a safe arrival and a full live count.
- If loss occurs, please contact us within 8 hours of pickup so we can assist and help prevent further loss.
- All shipments are held for Post Office pickup; the guarantee is void if not picked up within 8 hours or if home delivery is requested.
- Verified losses are refunded for the poultry price only; shipping is non-refundable.
- Extras included in your order help offset potential loss and are factored into claim evaluations.
- Once birds arrive safely and on time, Valley Hatchery assumes no further liability. Raising live poultry always carries some natural risk.
- Photos are required for all claims. Please include one clear photo of all losses together and one clear photo of all remaining live birds. Claims without photos cannot be processed.
- All claims must be submitted within 24 hours of arrival to remain eligible.
Sexing Accuracy Guarantee
Most breeds are guaranteed at 90 % sexing accuracy (see product pages for exceptions). Sexing is a skilled process—not an exact science.
- If the accuracy falls outside the allowed margin, we’ll issue a non-expiring store credit for the value of the missing female(s) from your guaranteed female count.
- Sexing claims must include clear group photos showing all birds being sexed together for verification.
- Sexing claims may be filed only when birds are 14 to 22 weeks old, to allow accurate verification.
- Any extra sexed chicks are included in claim evaluations.
Important Conditions
- Guarantees apply to live poultry only (not hatching eggs or supplies).
- Coverage is limited to the original poultry purchase price.
- A heat lamp must be used for the first 7 days; alternate heat sources void coverage. (Read More)
- Valley Hatchery is not liable for losses caused by handling, care, or conditions after safe arrival.
- For best results, review our Guide to Raising Mail-Order Chicks before your shipment arrives.