Viability Matters

As stated in our Terms and Conditions, we cannot guarantee the viability or hatch rates of eggs once they are no longer in our possession. This is standard practice for most breeders who offer fertile eggs in Australia. However, we believe it is unfair for customers to bear the entire loss, particularly when mishandling during transit results in poor outcomes. We prioritize listening to our customers and offering guidance whenever genuine enquiries arise. This commitment to accountability and customer satisfaction is paramount in our approach to offering fertile eggs, and we stand firmly by these principles.

*This policy applies only to chicken eggs. It does not apply to quail eggs. This is clearly stated in the quail egg product descriptions and Terms & Conditions.

Important Terms

• Fertility rate – This refers to “how fertile our eggs are.” It is determined by us through testing during our incubation process under controlled conditions.
  
• Viability rate – This indicates “how many fertile eggs became viable.” While eggs may be 100% fertile, not all develop embryos that become viable for various reasons such as shipping damage or incorrect incubation.
  
• Hatch rate – This measures “how many chicks hatched out.” Embryos develop during incubation, but not all of them hatch.

Due to the variability of factors involved, hatch rates can range from 0% to 100%. However, the average success rate typically falls between 40% – 80% for posted eggs. While we are delighted to have customers who achieve hatch rates of 90% to 100% with our eggs, these instances are rare strokes of luck. We have also personally experienced none hatched out of dozen (or two) from eggs we purchased. Eggs collected locally are expected to have a viability rate of over 85% upon initial candling if they were properly incubated.

Please inform us after first candling day 7-9 of incubation (Prior day 10th of delivery / pick up date) if your viability rate is less than 50% We are committed to addressing any genuine concerns promptly. Please note, this policy applies to the total number of eggs per shipment, not by individual breed.

We must be contacted after the first candling *before the 10th of delivery/pick up date via the order confirmation email (by replying) and provide the following details:

Egg candling information (Click to view)

If you are unsure whether eggs are viable due to limited experience or dark-coloured eggshells, you are still encouraged to contact us with candling photos or videos before cracking the eggs open. This allows us to make a note on your order and, where applicable, extend the claim period until we can confirm egg viability with certainty.

• *Delivery date
• Start of incubation date
• Photo of the incubator or a broody hen
• Photo of the *independent thermometer/hygrometer inside or Coop & nest set up
• Details of non-viable eggs e.g. breed and how many

Additionally, please record videos of the following and send them through Facebook page:

Video 1: Candling eggs showing our egg stamp, including viable eggs. This will help us differentiate between viable and non-viable eggs and determine the reason for poor viability (e.g., shipping damage).

Video 2: Crack open all non-viable eggs on a plate, ensuring to show our egg stamp prior to cracking.

This allows inspection of the blastoderm to confirm whether the eggs were fertilised and to identify any signs of development. The blastoderm is only visible for a limited period – as eggs remain in the incubator under warmth and humidity, it deteriorates over time. For this reason, it is essential to contact us within 10 days of delivery, as we are unable to assess the cause of low viability accurately after this period.

Each order includes a QR code linking to our website, where incubation guidelines, candling tips, and important information are provided. These resources strongly recommend candling eggs between days 7–9 of incubation. Unfortunately, we are unable to assist or take responsibility where customers choose not to follow these instructions.

Once all relevant information is received, we will proceed with assessing and processing your claim. For example, if 12 eggs were purchased and only 5 are viable, we will issue *store credit covering 50% of the cost of the (7) non-viable eggs. This credit can be applied to any future order.

• In certain regional areas, eggs may be repeatedly mishandled during transit. If this issue persists, we may decline further shipments unless the customer agrees to accept full responsibility for any associated risks.
• Viability claims cannot be submitted for orders where store credit has already been used.

We kindly ask for your understanding that we are unable to assist if all the necessary details are not provided. Unfortunately, despite of our clear guide line and Terms & conditions, there have been cases among breeders where a small number of individuals have purchased eggs, claimed they were not fertile/viable after the entire incubation process is over, and requested replacements without providing any proof. In some instances, these individuals have even threatened breeders with negative reviews.

*If a parcel is delivered to a PO Box or held at a post office for collection, the delivery date is defined as the date and time the parcel arrives at the post office, not the date it is collected. Incubation must begin within 24 hours of delivery.
We must be notified of any DOA or viability concerns on or before the 10th day from the delivery date. For example, if the eggs are delivered on the 1st, we must be contacted no later than the 11th. We do not recommend “resting” eggs as per our hatching guide and cannot assume responsibility if the incubation process deviates from our guidelines. More info about“Resting egg”

*We do not trust any incubator without an independent thermometer and hygrometer, including our own. You can find more information on why we take this stance on here to read more.

*When a customer requests that no identifying labels or documentation be used (for example: no fertile eggs sticker, no fragile tape, or no delivery note such as “leave at front door / mailbox / safe place”), this will void our DOA and Viability Matters Policy. While we do not rely solely on labels to ensure a parcel travels safely, we do believe that appropriate markings encourage a level of care during transit. Without these indicators, parcels may be handled as standard non-fragile items throughout the journey.

Additionally, requests for parcels to be left at the front door, mailbox, or another “safe place” present significant risk. We have no way of knowing how long the eggs may be exposed to heat, cold, or other environmental conditions once delivered. Extended exposure to such conditions can negatively affect the viability of fertile eggs. For these reasons, we are unable to cover DOA or viability matters policy when such requests are made.

*No cash refunds are available. We kindly ask for your understanding, as this policy is in place to support customers who experience unfortunate outcomes that are generally beyond our control, such as shipping damage or incubation-related issues. Many breeders do not offer support in these situations. By providing this policy, we are already absorbing a loss in our business; therefore, cash refunds are not an option.

While we can provide fertile eggs, we want to emphasize that we cannot guarantee their hatchability. The 21 day incubation period involves numerous variables beyond the breeder’s control. Consequently, we cannot assume responsibility for any losses or poor outcomes if we are not contacted within the specified initial time frame outlined above.

Please don’t hesitate to reach out if you have any further questions.

Related article
“Reasons why fertile eggs cannot be guaranteed.” We strongly advise reading this post before proceeding further.