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Returns

PRODUCT RETURNS, EXCHANGES, AND REFUND POLICY

At The Big Cheese Rodent Factory, we strive to ensure every order arrives in excellent condition. Due to the perishable, temperature-sensitive, and biological nature of our products, please carefully review the following policy before placing an order.

NO RETURNS OR EXCHANGES

Due to biosecurity concerns and the perishable nature of frozen feeder products, The Big Cheese
Rodent Factory does not accept returns or exchanges on any products.

Once products leave our facility, we cannot verify how they have been stored, handled, transported, or exposed to outside contaminants. For the protection of our customers, employees, suppliers, and product integrity, all sales are considered final once shipped.

Please do not ship products back to us unless specifically instructed to do so.

REPORTING ISSUES

If your order arrives damaged, compromised, incomplete, or you believe there is an issue with your shipment, you must notify us within 3 days of delivery.

To report an issue, contact our office at:
Phone: 817-926-3300
Hours: Monday–Friday, 8:00 AM – 3:00 PM CST

Late notifications may result in denial of replacement requests.

DAMAGED ITEMS AND SHIPPING ISSUES

If products arrive damaged or compromised, customers may be required to:

  • Provide photographs of products and packaging
  • Provide shipping box photographs
  • Retain original packaging materials temporarily for review
  • Provide order information for verification

Do not discard products or packaging until instructed.

FROZEN ARRIVAL GUARANTEE

We guarantee products will arrive frozen or acceptably cold under normal shipping conditions.

Acceptable arrival conditions may include:

  • Products remaining frozen
  • Products containing ice crystals
  • Products arriving cold to the touch

Replacement eligibility is determined by product condition, not solely transit time.

Customers are responsible for retrieving deliveries promptly after carrier delivery.

Packages left outside for extended periods after delivery may not qualify for replacement.

REPLACEMENTS, CREDITS, AND REFUNDS

The Big Cheese Rodent Factory generally does not provide refunds.
When approved, remedies may include:

  • Replacement products
  • Store credit
  • Partial replacement
  • Other remedies determined at our discretion

All replacement, refund, and credit decisions are made solely at The Big Cheese Rodent Factory’s discretion.

ODOR NOTICE

Frozen rodents naturally possess odors that may become stronger when thawed.
Complaints regarding normal odor characteristics do not qualify for replacement or refund.

VACUUM SEAL DISCLAIMER

Products are not guaranteed to arrive vacuum sealed.

Occasionally vacuum packaging may lose seal integrity during shipping due to low temperatures,handling, or transportation conditions.

Loss of vacuum seal alone does not indicate product damage and does not qualify for replacement.

CANCELLATIONS

Changes or cancellations must be requested before shipment.

Once orders have shipped, customers remain responsible for accepting delivery.

Refused shipments, returned shipments, or packages made undeliverable due to customer error
remain the responsibility of the customer.

UNDELIVERABLE OR INCORRECT ADDRESS INFORMATION

Customers are responsible for ensuring shipping information is accurate

Customers remain responsible for all product costs, shipping charges, return shipping charges,and carrier fees resulting from:

  • Incorrect addresses
  • Refused deliveries
  • Failed delivery attempts
  • Undeliverable shipments
  • Customer-requested rerouting

FEEDING OUTCOME DISCLAIMER

We cannot guarantee feeding acceptance, prey preference, animal health outcomes, breedingsuccess, or feeding success

Customers are responsible for selecting appropriate prey items for their animals.

Effective Date: 06/05/2026