Top Questions
HATCHEASE PRODUCTS
Do you offer warranties on your products?
Yes, most of our products come with a 1-year warranty. Please refer to the specific product details for warranty information.
What features do your automatic chicken coop doors offer?
Our automatic chicken coop doors come with features like solar panel charging, USB charging with a Type-C port, long-distance remote control, customizable battery capacity, and light sensors for automatic opening and closing.
Are your products safe for outdoor use?
Our automatic chicken coop doors and smart bird feeders are designed for outdoor use and built to withstand various weather conditions. However, we recommend placing them in a sheltered area for additional protection.
What’s the best way to clean and maintain egg incubators and brooders?
To ensure optimal performance, regularly clean your incubator or brooder with warm water and mild detergent after each use. Avoid harsh chemicals that may harm the equipment or eggs.
Can the bird feeder camera record and store videos?
Yes, the smart bird feeder camera allows you to record and store videos, often with cloud storage or an SD card option. Check the product for specific features.
How long does it take to hatch eggs using the incubator?
The hatching time varies depending on the type of eggs. For example, chicken eggs typically take around 21 days to hatch, while other species may differ. Our incubators maintain a stable environment to support the hatching process.
Are your egg incubators suitable for different types of eggs?
Yes, our incubators are designed to hatch a variety of eggs, including chicken, duck, quail, and other poultry. Check the product specifications for the exact types and sizes supported.
PAYMENT
Do you accept PayPal?
Yes, we do! After adding the items you'd like to buy to your basket, simply click 'Checkout with Paypal' on the bottom of the basket page.
What are your payment options?
You can pay your order via: Credit/Debit card (Visa, Mastercard, Maestro, American Express), Paypal, Shop Pay, Google Pay, Apple Pay. Our website doesn’t allow you to pay for items via installments or cheques, but please contact ourCustomer Services Teamto have more information.
How can I use a promo code?
To apply a promo code, enter it in the “Promotional Code” field in your basket. Please note, that you can only use one promo code or any other discount at a time. Please contact ourCustomer Services Teamif you have any difficulties processing your promo code.
What can I do if my payment is refused?
If your payment has been declined please try to pay using a different method. If you are still experiencing issues with this, please contact ourCustomer Services Teamwho will be happy to help you.
ORDER QUERY
Can I modify or cancel my order after I place it?
You can add or remove items from your basket at any time before your order has been confirmed. If you need to modify your order or cancel it after that,please contact our Customer Services Teamas soon as possible.
Can I group some orders together?
If your orders haven’t been sent to our warehouses yet,please contact our Customer Services Teamwho will be happy to do this for you and process the refund of the extra delivery charges.
How do I know my order is confirmed?
Your order is confirmed as soon as it appears in your Account / My Orders page. You will also be sent a confirmation email with an order reference number, as well as a summary of the items in your basket. If you haven't received a confirmation email within 30 minutes or so, check your junk or spam folders. Some email providers are more severe than others and may automatically delete our emails if they believe they are spam.
DELIVERY / ORDER TRACKING
What are my delivery options?
We offer standard free shipping for heavy products weighing 2kg and up. These orders are handled within 3 working days, with a delivery period of 7-20 days. For products weighing below 2kg, we offer expedited express shipping, which is handled within 2 days and costs $50.
How can I track my order and its delivery?
You can track your order by following the link sent in your confirmation email or by clicking on the “Order Tracking” link in your Account / My Orders page. Once your order has been dispatched from our warehouse you will receive an email with your tracking number. You just need to click on the link to track the delivery of your order.
Where do you deliver?
We can deliver pretty much everywhere. If you can’t find your country in the drop-down menu on the basket page, please contact our Customer Services for help.
Estimated delivery dates
There is an Estimated Delivery Time in the product description for your reference. You can always check the status of your order by accessing your order status page and the Customer Services Team will always be happy to help too!
Why is my delivery late?
When you receive your Order Fulfillment Email your products are on their way! Very occasionally our delivery partners will miss their target delivery date to you. This may occur due to a number of factors, such as delivery drivers running out of time, parcel misrouting (when a package is sent to the incorrect sorting depot and needs to be returned back), and especially busy seasons like holidays and inclement weather. All of our partners provide tracking, allowing you to precisely trace your package and make plans in case of an order delay.
RETURNS / REFUNDS
How do I return products to you?
Please visit our Return Page.
Can I return a product once I receive it?
To qualify for a return due to a change of mind, the following conditions must be met:
- The item must be in its original, unopened, and undamaged condition, with all accessories included.
- Your return request email must include your Order Number, a Description of the item, and the Reason for Return.
We will provide you with a return label to send the item back to our warehouse. Please note that you are responsible for the shipping costs associated with returning the item. Once we receive the returned product, we will process your refund to the original payment method within 3 business days.
The product I received was incorrect or damaged.
If your item arrives damaged or faulty, or if you received the wrong product, please contact us within 30 days. Provide a photograph and description of the issue. We will promptly arrange for a repair, replacement, or refund of the faulty item.
In these cases, return shipping costs will be covered by HATCHEASE. Refunds will be processed to your original payment method within 3 business days of receiving the returned item.
What about your exchange policy?
We don’t operate a standard exchange service. If you want to order a product in a different size, a different design, or another color, just place a new order in our online shop and follow our returns procedure to send back the item you no longer wish to keep.
How long does it take to receive my refund?
Refunds will be made within 48 hours of receipt of the items to the original payment method. Please allow 10 working days for us to process the return and 3-5 working days for the payment to show on your account.