Refund policy

Returns 
We will make any and every reasonable effort to ensure you are 100% satisfied with your order.  We the take the quality and freshness of our products extremely seriously.  As such, our AOF 100% Guarantee covers both the timely delivery and the condition of your items.  If either are unsatisfactory, please email us about the problem and we will respond ASAP and determine the course of action to best rectify the situation, including the issuance of any refunds, if applicable.  If the return request is due to no fault of AOF, we may request that the customer pay for return shipping.  You will receive notification of any cancellation of your order.  FOR MEAT ORDERS, SPECIFICALLY: if your meat is confirmed by the common carrier as to the address that was requested by the customer at checkout, please email us ASAP and we’ll do everything that we can. 

You may be eligible to request a refund or replacement under our AOF 100% Guarantee if any of the following apply:
1.      You have not received your package and three days have passed since the maximum estimated delivery date or the tracking shows a delivery confirmation, whichever is sooner;
2.      You received an order that is different than expected; or
3.      1 business day has passed since your returned item was received by AOF.

For non-meat orders, you have a 30-day return policy, which means you have 30 days after receiving your item to request a return or replacement under our AOF 100% Guarantee.  To be eligible for a return, your item must be in the same condition that you received it and in its original packaging.  Additionally, if you file a chargeback with your payment provider or bank, you will not be eligible for a refund under the AOF 100% Guarantee.

To start a return, you can contact us at hello@americanostrichfarms.com. If your return is accepted, we will send you instructions on how and where to send your package.  Items sent back to us without first requesting a return will not be accepted.

Damages and issues 
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items 
Certain types of items cannot be returned, like perishable goods (such as ostrich meat), custom orders, and personal care goods (such as beauty products).  Please get in touch if you have questions or concerns about your specific item.  Unfortunately, we cannot accept returns on sale items or gift cards.

Refunds 
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.  If approved, you’ll be automatically refunded on your original payment method.  Please remember it can take some time for your bank or credit card company to process and post the refund to your original method of payment. 

Late or Missing Refunds 
If you haven’t received a refund yet, please double check the account or credit card used for payment.  It may take several days before your refund is officially posted.  If you’ve done all of this and you still have not received your refund yet, please contact us at support@americanostrichfarms.com.

Exchanges 
We are pleased to replace items if they are defective or damaged.  If you need to exchange it for the same item, send us an email at support@americanostrichfarms.com and we will initiate a return.

Gifts 
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return.  Once the returned item is received, an electronic gift certificate will be sent to you.  If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver.

You will be responsible for paying the shipping cost of returning your item.  Shipping costs are non-refundable.  If you receive a refund, the cost of return shipping will be deducted from your refund.  Depending on where you live, the time it may take for your exchanged product to reach you may vary.  If you are shipping an item valued over $75, you should consider using a trackable shipping service or purchasing shipping insurance.  We don’t guarantee that we will receive your returned item.

You can always contact us for any return question at support@americanostrichfarms.com.