My Order Arrived, But There's a Problem — What Now?Updated 5 hours ago

Sometimes things go sideways. Maybe your bird isn’t what you ordered. Maybe it showed up a little banged up. Or maybe it just never turned up at all. Don’t worry — we’re here to help.

For all of these issues, you can contact us in these ways:

• Email: [email protected]

• Live Chat: Available during business hours

• Chatbot: Leave a message anytime

Wrong Item in the Box?

That’s our bad, and we’ll fix it fast:

• Take a clear photo of what you received

• Note the name of the item you were expecting

• We’ll verify the mix-up and get your proper bird flying out to you.

Missing Item?

Metalbirds are slim and sneaky. Check the corners of the box — they love to hide.

Still missing? Include your order number and the name of the missing item. We’ll take it from there.

Bird Arrived Damaged?

We pack carefully, but shipping happens:

• Snap clear photos of the damage and packaging

• If you added Route Shipping Protection, head to claims.route.com to file a claim. Route’s team is fast and easy to work with.

• Didn’t use Route? No worries — just email us the photos and your order number. We’ll sort you out.

Marked "Delivered" but Nothing’s There?

First, check:

• Porch, garage, planters, mailbox

• Neighbors or building manager

• Tracking link — sometimes packages are marked as delivered a day early

Still no bird after 48 hours?

• If you used Route, file a stolen claim

• Otherwise, contact us and we’ll investigate

Something Else?

Sometimes things just don’t feel right. We get it. If you’re unsure what to call the issue, talk to us. We’ll do our best to help. We ask for reasonable expectations and a little patience while we look into it.

We stand behind every order. If something’s wrong, we want to fix it — quickly, fairly, and with a little bit of bird-loving empathy.