Order Issues Policy | Refund & Return Policy

Order Issues Policy

[IMPORTANT NOTICE]: SHIPPING BOXES AND PACKAGING MATERIALS SHOULD NOT BE THROWN AWAY UNLESS ALL ITEM(S) HAVE BEEN VERIFIED CORRECT AND ARE UNDAMAGED – See details below.

***The below mentioned images are required due to FedEx/UPS requiring these images for any of our company’s damage claims to be approved. If boxes were disposed of before required photos are received, NO REFUND, CREDIT, or EXCHANGE will be offered. Replacements WILL NOT be approved unless ALL “required” photos/information have been received.

Freedom Breeder allows customers up to 14 days to report any issues with a recently received (non-rack) order and will only offer replacements for item(s) that are damaged in-transit, are missing, are incorrect from the ordered item(s), or are defective on arrival. Customers must notify Freedom Breeder of any of the aforementioned issues by filling out and submitting an “Order Issue Report” within 14 days of receiving the order (can be found on the top navigation bar on the right-side or on the log in/account page.) Any issues that are submitted AFTER this 14-day reporting period or do not provide all required information/photos, will NOT be approved for replacement, credit, or refund. Please see details related to specific issues below.

– For Damaged Item(s) Received:

Please fill out and submit an “Order Issue Report” form to inform us of any damaged item(s) received – within 14 days of receiving. We will then request any required photos via email reply to your order issue report. ALL of the following will be REQUIRED for any/all replacements or credits to be approved:

  • Invoice Number
  • Model and quantity of any/all damaged item(s)
  • Damaged item(s) photos: Specific images are required for damage claims (see below)
    • (1) Group photo showing ALL damaged items – all products should be fully in frame (not cropped or zoomed in) and damages are clearly visible.
    • Additional individual images of each product can be included if the “group photo” does not clearly show damages of each product.
  • Shipping box(es) photos as shown in example below – images should show ALL sides of each boxes that damaged item(s) were received in.

For heat panels and thermostats: These products may require additional communications/phone call to troubleshoot these items to verify whether the product is defective or if the problem may be due to user error or possible other external forces. Please note: these products may need to be sent back to us for thorough testing before a replacements will be sent.

– For Defective, Missing, or Incorrect Items Received:

Please fill out and submit an “Order Issue Report” form to inform us of any missing, incorrect or defective item(s) received. Any required photos will be requested via email reply to your order issue report. ALL of the following items/information listed below are REQUIRED for replacements/credits to be approved:

  • Invoice number
  • Model and quantity of missing/incorrect items
  • Full photo of ALL items received – (items should not be modified)*

*For consumable items, such as: water tubing and heat tape rolls.

If any item(s) need to be returned (for incorrect/defective items ONLY), we may provide customers a return label (depending on the cost of shipping for these items to be returned) in the event we need to request any incorrect/defective items be returned to our facility. If packaging is disposed of before approval, it will be the responsibility of the customer to purchase any boxes/packaging materials needed to safely return these items. In some cases, Freedom Breeder may be willing to sell any “incorrect” items to the customer at a discounted rate, rather than paying to send these items back. Please ask about this in your reporting email if you are interested.

Refund & Return Policy

For any NON-RACK products, we allow customers up to 30 days to report any defective products or to request a return/refund for any non-rack products; some exceptions apply. As per our Rack Terms & Conditions, all rack orders are non-returnable/refundable once they have been shipped (see page for details.) Any refund or exchange requests, submitted more than 30 days after receiving an order, will not be approved.

  • To be eligible for a return/refund, items must be unused and undamaged.
  • Single-use items such as heat tape, wiring, used items, etc. cannot be returned/refunded (ALL SALES for these products are FINAL.)
  • DO NOT THROW OUT SHIPPING BOXES until you have thoroughly inspected, and are happy with your products – as these will be needed to ship any return items. If shipping boxes are disposed of before receiving approval, any return items will need to be shipped back with appropriate packaging and will be the responsibility of the customer to purchase any necessary shipping materials in order to safely ship and return these items. Lastly, customers are responsible for dropping off any returning items to the appropriate “drop off” location (UPS/FedEx).

– Returns

***DO NOT ATTEMPT TO RETURN ANY PRODUCT(S) WITHOUT FIRST RECEIVING APPROVAL FROM FREEDOM BREEDER. ANY ITEMS RETURNED WITHOUT APPROVAL WILL NOT BE PROCESSED AND IT WILL BE THE RESPONSIBLITY OF THE CUSTOMER TO PAY FOR ANY SHIPPING COSTS RELATED TO HAVING THE UNAUTHORIZED RETURN PRODUCT(S) SENT BACK TO THE CUSTOMER.***

To start a return, please fill out and submit an “Order Issue Report” form (can be found on the top navigation bar on the right-side or on the log in/account page) with your invoice number and explain what product(s) and reason(s) you wish to return these items. PLEASE NOTE: ALL returns MUST be requested via email (within 30 days of receiving.) Once approved for return, the item(s) will need to be shipped back to us (return address is listed below.) Customers are responsible for any/all return shipping costs (including packaging in the event the original packaging was disposed of before the return request) and will not be reimbursed for shipping or return shipping costs when the returned items are refunded.

  • Once your return is received and inspected, we will send you an email to notify you if the refund has been either approved or declined – reasoning for any denial will also be included.

If you are approved, then your refund will be processed and applied to your original form of payment – NO EXCEPTIONS. If for any reason the return/refund is not approved, the customer is responsible for any shipping charges to have the item(s) sent back to the customer.

  • Please note: Refund processing can take 3-5 business days to reflect in your account depending on your bank and original form of payment.

Late or missing refunds

If you haven’t received a refund yet, first double-check your bank account as processing can take 3-5 business days from the initiation of the refund. Please attempt contact your credit card (or customer support for the company that payment was made), as it may take some time after processing for your refund to post. If you’ve done all of this and you still have not received your refund yet, please contact us.

Sale items

ALL sale items purchases are FINAL and cannot be returned or refunded.

Return Address

Any item(s) approved for return should be sent to the below address:

Freedom Breeder Returns

2306 South Daubenberger Rd.

Turlock, CA 95380

Depending on where you live, shipping times for any exchanged products may vary. If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance – as we do not warranty/guarantee any refunds or credits in the event we do not receive a returned item.