Wrong Address – If you provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you.

Unclaimed – Shipments that go unclaimed are returned to our facility and you will be liable for the cost of a reshipment.

Order not Received, but Shipper notes Order was Received -If the package was marked as delivered by the carrier, but the customer reports they have yet to receive it, Friends of Hackmatack National Wildlife Refuge won’t cover the cost of reshipping the order. There may be cases where the delivery was made, but the package was left in an unexpected location at the customer’s address. Customers should reach out to the carrier and inquire if any additional details were left by the delivery person. For example: “Left under the table on the back porch.” If you are unable to locate the package, you will need to place a new manual order to have it reshipped. We’re not yet able to assist with filing claims with shipping carriers but hope to do so in the future!

Damaged in the Mail – If something arrives damaged, send a photo of the damaged goods to sales@hackmatacknwr.org, then we’ll gladly send a replacement at no cost to you.

Notification for EU consumers: According to Article 16(c) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for the supply of goods made to the consumer’s specifications or clearly personalized, therefore Friends of Hackmatack National Wildlife Refuge reserves rights to refuse returns at its sole discretion.