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Thank you for shopping at ChickenPieces.com. This policy outlines the terms and conditions for returns, refunds, and exchanges for all products purchased through our website.
IMPORTANT: Time-Sensitive Requirements
CRITICAL NOTICE: All claims for damaged, defective, or incorrect products MUST be reported within 48 HOURS of delivery. Claims submitted after this period will not be eligible for refund, replacement, or credit. This requirement applies to ALL products without exception.
Chargeback & Dispute Policy: If you initiate a chargeback or payment dispute with your bank or credit card company without first contacting us within the 48-hour window, we will contest the dispute and provide evidence that you did not comply with our clearly stated reporting timeframe. We strongly encourage you to contact us first to resolve any issues.
Non-Returnable Products (FINAL SALE)
The following items are FINAL SALE and cannot be returned, exchanged, or refunded under any circumstances:
Food & Beverage Items (ALL)
- All grocery items
- All food products (frozen, refrigerated, shelf-stable, bulk)
- All beverages (alcoholic and non-alcoholic)
- All drink mixes and concentrates
- Health supplements and nutritional products
- Vitamins and dietary supplements
- Protein powders and meal replacements
- Any consumable products
Other Non-Returnable Items
- Gift cards and store credit
- Downloadable software and digital products
- Health and personal care items (opened or unopened)
- Sale and clearance items (marked with "Final Sale" or discounted)
- Custom or special-order items
- Perishable goods of any kind
Damaged, Defective, or Incorrect Products
48-Hour Reporting Requirement
If you receive damaged, defective, or incorrect products, you MUST:
- Report the issue within 48 hours of delivery by:
- Email: hello@chickenpieces.ca
- Phone: 403-690-1089
- Provide the following information:
- Order number
- Detailed description of the issue
- Clear photos showing the damage, defect, or incorrect item
- Photos of product packaging and shipping box (if damaged in transit)
- Delivery confirmation or tracking information
- Wait for authorization: Do not return any items until you receive a Return Merchandise Authorization (RMA) number from our customer service team.
What Qualifies as Damaged or Defective?
- Damaged: Product arrived broken, crushed, leaking, or physically compromised due to shipping or handling
- Defective: Product has manufacturing defects that prevent normal use or function
- Incorrect: You received the wrong product, wrong quantity, or items not matching your order
Resolution Options
For valid claims reported within 48 hours, we will offer ONE of the following:
- Replacement of the damaged/defective/incorrect item (subject to availability)
- Store credit for the value of the affected item(s)
- Refund to your original payment method (at our discretion)
Returns for Non-Food Items (Standard Return Policy)
Eligibility Requirements
For eligible non-food products, returns may be accepted within 30 days of delivery under the following conditions:
- Return Authorization Required:
- Contact us at hello@chickenpieces.ca or call 403-690-1089
- Receive a Return Merchandise Authorization (RMA) number
- RMA must be clearly marked on the outside of the return package
- Product Condition Requirements:
- Must be unused and in original condition
- Must include all original packaging, accessories, manuals, and components
- Must not show signs of use, wear, or damage
- Must be in resalable condition
- Proof of Purchase:
- Valid order number or receipt required
- Returns without proof of purchase will be refused
Return Shipping
- Customer Responsibility: You are responsible for all return shipping costs unless the return is due to our error (wrong item shipped, damaged in transit, etc.)
- Risk of Loss: Customer assumes all risk of loss or damage during return transit
- Shipping Method: We recommend using a trackable shipping method with insurance
- Return Address: Will be provided with your RMA authorization (do not send to manufacturer)
Restocking Fees
A 30% restocking fee will be applied to returns in the following situations:
- Returns not due to our error (buyer's remorse, changed mind, ordered wrong item)
- Products returned without proper authorization or RMA
- Products missing original packaging, accessories, or components
- Products showing signs of use or not in original condition
- Products returned in good condition after inspection
Non-Refundable Costs
The following are NON-REFUNDABLE even for approved returns:
- Original shipping and handling charges
- Gift wrap fees
- Express or expedited shipping fees
- Applicable taxes (unless required by law)
- Customs fees, duties, or import charges
- Return shipping costs (unless return is our error)
Refund Processing
Timeline
Once your return is received at our facility:
- Inspection: 3-5 business days to inspect and process
- Notification: Email confirmation of refund approval or denial
- Processing: 5-10 business days for refund to appear on original payment method
- Bank Processing: Additional 3-10 business days depending on your financial institution
Partial Refunds
Partial refunds may be issued in the following circumstances:
- Items not in original condition or showing obvious signs of use
- Items damaged or missing parts due to customer handling (not our error)
- Items returned beyond 30 days but within 60 days of delivery (at our discretion)
- Items returned without original packaging or accessories
- Opened media items (books, CDs, DVDs, software, video games) if returnable
Refund Method
- Refunds will be issued to the original payment method used for purchase
- We do not issue refunds in cash or to different payment methods
- Store credit may be offered as an alternative in certain situations
Missing or Delayed Refunds
If you have not received your refund after the stated timeline:
- Check your bank account statement again
- Contact your credit card company (processing delays may occur)
- Contact your bank (processing times vary by institution)
- If still unresolved, contact us at hello@chickenpieces.ca with your RMA number
Exchanges
Exchange Policy
We do NOT offer direct exchanges. If you need a different size, color, or product:
- Return the original item following our return process
- Place a new order for the desired item
Exception: Defective or Damaged Items
For defective or damaged items reported within 48 hours, we may offer a direct replacement subject to inventory availability.
Product Shelf Life & Best Before Dates
Commercial Use Products
Our products are intended for commercial, bulk, and high-volume use. As such:
- Shelf-Stable Products: Typically ship 1-3 months before best-by date
- Frozen/Refrigerated Products: Minimum 4 days of shelf life remaining at delivery
- Bulk Products: May have closer best-before dates than retail single-serve items
Important Notes
- Best-before dates are quality indicators, not safety expiration dates
- Products remain safe for consumption beyond best-before dates when properly stored
- We do not accept returns based solely on best-before dates if within our stated timeframes
- Products arriving with less than stated minimum shelf life must be reported within 48 hours
Gift Orders
Gift Returns
- Gifts marked at purchase: Recipient receives store credit upon approved return
- Gifts not marked: Refund issued to original purchaser's payment method
- Gift cards: Non-returnable and non-refundable
Refused or Undeliverable Shipments
Refusal of Delivery
If you refuse delivery or a package is returned as undeliverable:
- Shipping costs are non-refundable (both original and return shipping)
- Restocking fee: 30% of order value will be deducted
- Food items: Perishable items cannot be resold and will not be refunded
- Refund: Issued only after product is received and inspected at our facility
Address Errors
If incorrect shipping information was provided by the customer:
- Additional shipping fees apply for re-delivery
- We are not responsible for lost or undelivered packages due to incorrect addresses
- No refunds will be issued for customer address errors
Chargebacks & Payment Disputes
IMPORTANT NOTICE: Initiating a chargeback or payment dispute without following our return policy will result in the following actions:
- We will contest the chargeback with evidence including:
- This clearly stated return and refund policy
- Proof of delivery and product condition
- Communication records (or lack thereof)
- Timestamps showing failure to report within required 48-hour window
- Potential Consequences:
- Chargeback fees will be pursued
- Your account may be suspended or banned from future purchases
- Outstanding balances may be sent to collections
- Legal action may be taken for fraudulent chargebacks
Policy Updates
We reserve the right to update or modify this Returns & Refund Policy at any time without prior notice. Changes will be effective immediately upon posting to our website. Your continued use of our website after any changes constitutes acceptance of the updated policy.
Summary of Key Points
- 48 HOURS to report damaged/defective/incorrect items - NO EXCEPTIONS
- Food and beverages are FINAL SALE - No returns or refunds
- 30 days for standard returns on eligible non-food items (subject to fees)
- RMA required before returning any item
- Contact us FIRST before initiating chargebacks or disputes
- All return shipping costs are customer's responsibility (unless our error)
- 30% restocking fee applies to most returns not due to our error
Frequently Asked Questions (Q&A)
A: The 48-hour window ensures that we can address issues while carrier investigation windows are still open and allows us to resolve problems quickly. This timeframe is critical for food safety concerns and helps us maintain fairness for all customers. It also protects against fraudulent claims long after delivery.
A: We recommend having packages delivered to a location where someone can inspect them promptly, or arrange for a delivery date when you'll be available. You can also request signature confirmation to ensure you're home when the package arrives. The 48-hour window begins at delivery, so plan accordingly.
A: No. All food and beverage items are final sale and non-returnable due to health, safety, and food handling regulations. We cannot accept returns on consumable products for taste preferences, quality opinions, or buyer's remorse. We encourage reading product descriptions, reviews, and ingredients before purchasing.
A: Damaged food items (broken, crushed, leaking due to shipping) must be reported within 48 hours with photos. We will offer a replacement, store credit, or refund for items damaged in transit. This is the only exception to the "food items are final sale" rule.
A: Yes, in most cases. Customers are responsible for return shipping costs unless the return is due to our error (we sent the wrong item, item arrived damaged, etc.). We recommend using a trackable shipping method with insurance, as you assume all risk during return transit.
A: A restocking fee is a 30% charge applied to cover the costs of processing, inspecting, repackaging, and restocking returned items. It applies to returns due to buyer's remorse, ordering the wrong item, items returned without authorization, items missing components, or items showing signs of use. Returns due to our error do not incur restocking fees.
A: The complete refund process can take up to 25 business days:
- 3-5 business days for us to receive and inspect your return
- 5-10 business days to process the refund to your payment method
- 3-10 additional business days for your bank to post the refund
Processing times vary by financial institution.
A: We do not offer direct exchanges. If you need a different item, you must return the original item following our return process and place a new order for the item you want. This ensures faster processing and allows you to get exactly what you need without waiting for an exchange approval.
A: If you received an incorrect item, contact us immediately within 48 hours with your order number and photos. We will arrange for the correct item to be sent to you at no additional cost and provide instructions for returning the incorrect item (return shipping covered by us in this case).
A: No. All sale, clearance, and discounted items marked as "Final Sale" are non-returnable and non-refundable. Please review your purchase carefully before completing checkout on sale items.
A: If you refuse delivery, you will be charged for both the original shipping costs and return shipping costs, plus a 30% restocking fee. Perishable food items that are refused cannot be resold and will not be refunded. Refunds for refused deliveries are only issued after we receive and inspect the returned items.
A: Returns are only accepted within 30 days of delivery for non-food items. Returns submitted after 30 days will be rejecetd.
A: Our products are intended for commercial and bulk use, so shelf-stable items typically ship 1-3 months before their best-by date, and frozen/refrigerated items have a minimum of 4 days shelf life at delivery. Best-before dates are quality indicators, not safety expiration dates. Products remain safe beyond these dates when properly stored. If your items arrive with less than the stated minimum, report it within 48 hours.
A: No, we do not offer free returns unless the return is due to our error (wrong item shipped, arrived damaged, etc.). Customers are responsible for return shipping costs and restocking fees for all other returns.
A: First, check with neighbors, building management, or other household members. Check all entrances to your property. Contact the carrier directly using the tracking number. If you still cannot locate the package, contact us at hello@chickenpieces.ca with your order number and we will investigate with the carrier. You must report missing packages within 48 hours of the delivery timestamp.
A: Orders can only be cancelled if they have not yet been processed or shipped. Contact us immediately at hello@chickenpieces.ca or call 403-690-1089. Once an order has shipped, it cannot be cancelled and you must follow our return policy if you wish to return the items.
A: Customer ordering errors are not considered our error, so standard return policies apply including return shipping costs and 30% restocking fees. We recommend carefully reviewing your cart before checkout. For food items, these cannot be returned even if you ordered incorrectly.
A: Chargebacks should be a last resort. When you agree to our terms at checkout, you agree to contact us first to resolve issues. If you file a chargeback without following our policy (especially the 48-hour reporting window), we will contest it with evidence showing you didn't comply with the agreed-upon terms. This can result in you losing the dispute, plus potential account suspension and chargeback fees. Contacting us directly almost always results in faster, better outcomes.
A: Clear photos showing:
- The damaged product from multiple angles
- The product packaging showing damage
- The shipping box exterior showing damage (if applicable)
- Any packing materials
- The shipping label and tracking number visible
Include your order number and detailed description of the damage in your email.
A: Original shipping costs are only refunded if the return is due to our error (wrong item, damaged item, defective item). For returns due to buyer's remorse or customer error, shipping costs are non-refundable. You will also be responsible for return shipping costs.
A: Yes, you can return individual items from your order as long as they meet the return eligibility requirements. Each item must comply with our return policy separately. Remember that food items cannot be returned, and the 48-hour damage reporting window applies to each item individually.
Contact Information
Customer Service Hours: Monday-Friday, 9:00 AM - 5:00 PM MST
Email: hello@chickenpieces.ca
Phone: 403-690-1089
Address: Chicken Pieces, Calgary, Alberta, Canada
For Fastest Service:
- Email us with your order number and detailed information
- Include photos for damaged or defective claims
- Reference your RMA number in all communications
Questions? Contact hello@chickenpieces.ca or call 403-690-1089