Refunds and returns
Last updated 6 September 2026. This policy is reviewed periodically; if anything here is unclear, ask us before you order.
Our own policy is the first thing on this page, because in the United States there is no general cooling-off period for buying goods online. The FTC's Cooling-Off Rule covers sales made at your home, your workplace or a temporary location, and it does not cover an online order. So what follows is what we offer, and it is what governs.
Returning something you have changed your mind about
You can return a product within 15 days of buying it, for any reason, provided that:
- it was bought within the last 15 days;
- it is unopened and in its original packaging;
- and you have the receipt, order confirmation or other proof of purchase from this website.
We cannot accept returns of anything bought from a third-party retailer.
What you get back
- A non-refundable $29 per order covers the original packing and handling and is deducted from the refund.
- Return shipping is at your cost, to the warehouse the package came from.
- Refunds are processed 24 to 48 hours after the returned item arrives, back to the card or PayPal account you paid with, or held as credit if you would rather.
Items bought on sale or with a discount code are excluded from change-of-mind refunds under this policy. That does not affect anything below: a faulty, damaged or incorrect item is put right whatever you paid for it.
Cancelling an order
An order can be cancelled at any point until it ships, and you need to tell us within 12 hours of paying. A 12.5% service and processing fee applies to a cancellation. Once packing and shipping have started an order can no longer be cancelled, and it becomes a return.
If it arrives faulty, damaged or wrong
Tell us straight away at theteam@birdspikes.store with your order number and a photograph. This is not a change-of-mind return: we cover it, including getting the item back to us, and you get a replacement or a refund. The $29 handling deduction does not apply.
Shipping that does not arrive
Under the FTC's Mail, Internet, or Telephone Order Merchandise Rule we have to ship within the window we promise, or within 30 days where we state none, and otherwise offer you a revised date or a prompt refund. Our stated window is 5 to 7 days, after a 24 to 48 hour handling time. If it passes, email us.
How to start a return
Email theteam@birdspikes.store with your order number, what you are returning and why. We will confirm the return address before you send anything back, because it depends on which warehouse the order came from.
If you are not happy with how we handled it
Email caseresolution@customersupport.care with your order number and a person will look at it again from the start. Your rights under the law of your state are not affected by anything on this page, and you can raise a complaint with your state attorney general's consumer protection office or report the matter to the Federal Trade Commission at reportfraud.ftc.gov.