Refund policy

Return & Refund Policy

At The Robertson Rottie Ranch, LLC, we take pride in carefully preparing agricultural and botanical products from our Blue Ridge Mountain homestead.

Many of our products are live, perishable, fragile, or time-sensitive. Please read this policy before placing an order.

Hatching Eggs

Shipped hatching eggs are affected by factors outside the breeder’s control, including carrier handling, transit temperatures, incubation practices, humidity, incubator calibration, and conditions after delivery.

For these reasons, we cannot guarantee:

The fertility of each individual egg
A specific fertility percentage
Hatch rates
Chick viability during or after hatching
Specific traits, sex, appearance, or future egg color unless expressly stated

Refunds and replacements are not provided based on fertility, hatch rate, incubation results, or chick viability.

This limitation does not apply when The Robertson Rottie Ranch, LLC ships an incorrect order, cannot fulfill an order, or approves a claim for eggs that were physically damaged during shipment.

Hatching-Egg Cancellations

Hatching-egg orders may be canceled before collection, reservation, packaging, or fulfillment work begins.

Because flock production may be allocated specifically to an order, cancellation might not be possible after eggs have been collected or reserved for that customer.

Please contact us as soon as possible if you need to request a cancellation. We will confirm whether the order remains eligible for cancellation.

If The Robertson Rottie Ranch, LLC cannot fulfill a hatching-egg order, the customer will receive a full refund for the unfulfilled portion of the order.

Live Plant Cuttings

Live plant cuttings are perishable products and cannot be returned or exchanged after delivery.

Each listing clearly identifies whether the customer will receive an unrooted cutting. Successful rooting and future growth depend on shipping conditions, temperature, handling, water quality, propagation method, light, climate, and ongoing care.

We cannot guarantee:

Rooting success
The time required for roots to develop
Future growth or plant performance
Winter survival
Flowering or harvest quantity
Specific fragrance, flavor, coloration, or variegation intensity

Refunds and replacements are not provided when a living cutting fails to root after arriving in acceptable condition.

This limitation does not apply when The Robertson Rottie Ranch, LLC ships the wrong item, cannot fulfill the order, or approves a claim involving a cutting that arrived dead or materially damaged.

Caring for Cuttings After Delivery

Customers must unpack live cuttings promptly after delivery and follow the arrival and propagation instructions provided with the order and displayed in the product listing.

Leafy herb and houseplant cuttings should be placed in clean, room-temperature water for at least 48 hours to recover from normal shipping stress. Leaves should remain above the waterline.

Cuttings should remain in water or water-supplied rockwool until several healthy roots have developed and the roots are at least two inches long before being transplanted into soil.

Temporary wilting, softness, minor leaf loss, or other recoverable shipping stress does not necessarily mean that a cutting is dead or materially damaged.

Succulent cuttings may require different arrival and propagation care. Customers should follow the instructions included in the applicable product listing.

Dried Herbs and Other Botanical Products

For food-safety and quality-control reasons, dried herbs, botanical materials, and other consumable products cannot be returned after delivery.

If an item arrives damaged, is incorrect, or has a verified quality issue, please contact us so we can evaluate the order.

Incorrect Items and Seller Errors

If you receive an incorrect product or an incorrect quantity, please contact us promptly with:

Your order number
A description of the issue
Clear photographs of the item and shipping label

If we confirm that The Robertson Rottie Ranch, LLC made an error, we will provide an appropriate replacement or refund at no additional cost to the customer.

Damaged Orders

Please inspect your order promptly after delivery.

If an item arrives physically damaged, contact us as soon as possible—preferably within 48 hours of delivery—and provide:

Your order number
Clear photographs of the item
Photographs of the exterior and interior packaging
Photographs of any visible shipping damage
The tracking information
A description of the condition in which the order arrived

Please retain the item and all original packaging while the claim is being reviewed.

We will review the available information and, when the claim is approved, provide an appropriate replacement or refund. The available remedy may depend on current inventory, flock production, seasonal shipping conditions, and the nature of the damage.

We may submit or assist with a carrier claim. Customers will not be required to resolve an approved seller claim solely with the carrier.

Lost Packages

A package is not automatically considered lost merely because it is delayed.

If tracking has stopped updating or the carrier shows an unusual delay, please contact us so we can investigate the shipment.

When a carrier confirms that a package has been lost, or when tracking and delivery information reasonably establish that it will not arrive, The Robertson Rottie Ranch, LLC will provide an appropriate replacement or refund.

Replacement availability may depend on inventory, flock production, and safe seasonal shipping conditions.

Packages Marked Delivered

If tracking shows that a package was delivered but you cannot locate it, please:

Check the delivery area
Ask household members
Check with nearby neighbors when appropriate
Contact the carrier or local delivery office
Contact us with your order number and tracking information

We will review the available delivery information and assist when reasonably possible. A carrier’s delivered scan does not automatically establish eligibility for a refund, but each report will be reviewed based on the available evidence.

Incorrect or Incomplete Addresses

Customers are responsible for providing a complete and accurate shipping address at checkout.

Please contact us immediately if you notice an address error. We can update the address only if the order has not entered fulfillment or been transferred to the carrier.

We are not responsible for delivery failure caused by an incorrect or incomplete address supplied by the customer.

If a nonperishable order is returned to us in resalable condition, we may refund the product price after deducting the original shipping charge and any carrier return fees.

Live plants, hatching eggs, and other perishable products returned because of an incorrect customer-provided address might not be eligible for a refund or replacement.

Weather and Seasonal Shipping Pauses

We do not accept orders for live plants or hatching eggs when we are not actively shipping those products.

When seasonal temperatures, severe weather, or flock production require a shipping pause, affected products will be marked unavailable for purchase until fulfillment resumes.

Customers will not be charged for products that are unavailable due to a seasonal shipping pause.

If weather conditions unexpectedly become unsafe after an order is placed, we will contact the customer regarding the delay. If we cannot fulfill the order within a reasonable period, the customer may choose a full refund for the unshipped items.

General Order Cancellations

For products not otherwise addressed in this policy, cancellation requests may be accepted before fulfillment begins.

Once an order has shipped, it cannot be canceled. An eligible issue after shipment will be handled under the applicable section of this policy.

Returns and Exchanges

Because of the live, perishable, consumable, and agricultural nature of our products, we do not accept general returns or exchanges based on preference, changes of mind, unsuccessful propagation, incubation results, climate incompatibility, or customer care conditions.

Incorrect items, seller errors, approved arrival-damage claims, confirmed lost shipments, and orders we cannot fulfill remain eligible for the remedies described in this policy.

Refund Processing

Approved refunds will be issued to the original payment method.

Banks and payment providers may require additional time to post a completed refund. Shipping charges may be included when the refund results from our error, an approved damage claim, a confirmed lost shipment, or our inability to fulfill the order.