Return & Refund Policy

Our return policy is built around one non-negotiable priority: avian biosecurity. Every branch leaving our workshop has undergone strict thermal core-sanitization (kiln-heated to 200°F–220°F sustaining 160°F+ for 4 hours) to eliminate pathogens, boring insects, and fungi. To protect the health of your flock and every bird we serve, we maintain strict safety protocols regarding returned timber.

Avian Biosecurity & Non-Returnable Items

• Cage-Tested or Installed Timber: Once a natural perch or habitat piece has been placed inside a cage, installed, or exposed to an animal, it cannot be returned or restocked under any circumstances. Avian diseases cannot be visibly diagnosed on returned wood, and we will never risk cross-contaminating another flock.
• Custom Cuts & Tailored Builds: Any perch custom-cut, drilled, or altered to specific customer cage dimensions is final sale.

Eligible Returns (Unused & Unopened)

We accept returns on stock items within 30 calendar days of delivery, provided the following conditions are met:

• The item is in its original, brand-new condition and has never been placed inside an animal enclosure or handled by a pet.
• All original 304 marine-grade stainless steel hardware (hanger bolts, load-bearing washers, wing nuts) is included and undamaged.
• The customer is responsible for return shipping costs. Please package the item securely in a rigid box to prevent carrier damage during transit.

Natural Timber Characteristics (Not Defects)

Wild California manzanita undergoes a natural seasoning process when thermally sanitized:

• Checking & Hairline Cracks: Longitudinal surface checks and cracks occur naturally as the core cures and hardens. These do not compromise structural integrity or safety.
• Diameter & Shape Variations: Every branch is harvested from private defensible space deadfall and firebreaks. Diameter tapers and branch twists are intentional ergonomic features designed to exercise foot tendons, not manufacturing flaws.

Returns requested solely due to natural checking, organic twists, or minor bark texture variations will be processed under standard return terms (buyer covers return freight).

Damaged in Transit or Hardware Issues

If your order arrives damaged by the carrier or features an issue with the mounting assembly:

1. Contact us within 48 hours of delivery.
2. Email clear photos of the damaged shipping box, the damaged timber, or the hardware issue.
3. Once verified, we will immediately ship an identical replacement at zero cost to you, or issue a 100% full refund including original shipping fees. You will not be asked to return shattered timber.