Damaged On Arrival Guarantee
We’ve got you covered
*This policy applies only to chicken eggs. It does not apply to quail eggs, as clearly stated in the quail egg product descriptions and Terms & Conditions.
We make every effort to ensure the safe delivery of our fertile eggs and minimize shipping damage. However, in the event that your egg(s) arrive physically damaged, we’re here to assist you.
To process DOA claim, we must be contacted within 12 hours from the time of *delivery via the order confirmation email (by replying) and include the following details:
Photo 1: Take a photo of the outside of the box, capturing any external damage if present. If there is no visible damage, simply take a photo of the box with the lid closed.
Photo 2: Close-up of the damaged eggs with our stamp “Pip & Grow.”
Once we receive the required information, we will process your DOA claim. Damaged eggs will be credited as store credit (*no cash refunds). This credit can be used to reorder any product of your choice at your convenience.
*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.
* 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 during shipping. By providing this policy, we are already absorbing a loss in our business; therefore, cash refunds are not an option.
Additionally, customers can lodge a claim with Australia Post. Express Post covers up to $100 for lost or damaged parcels using our invoice and photos provided via the dispatch notice email.
*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.
Please don’t hesitate to reach out if you have any further questions.