The short version
You have 30 days from delivery to tell us you want to return a coop. If it arrived damaged or faulty, note it on the delivery receipt, photograph it, and tell us in writing within 72 hours; documented claims are covered. If you simply changed your mind, the coop goes back unassembled in its original packaging, the return freight is yours, and a 15% restocking fee applies — on an item this size that's a real cost, so please measure your space and read the spec table before you order.
Damage on arrival, or a fault
Documented damage is covered. Freight claims are decided by paperwork: the carrier can deny a claim that was signed for clean, reported late, or missing its packaging. Follow the steps below and we file and coordinate the carrier claim for you.
- Photograph the cartons before you open them, and the damage inside once you do.
- Note any visible damage on the driver's delivery receipt before you sign, and do not refuse the shipment. A refused load rides freight both ways and can complicate a claim we would otherwise settle quickly.
- Email contact@moveablechickencoop.com or call +1 866-574-9747 with your order number and the photos within 72 hours of delivery for freight damage, or within 30 days for a fault, a defect or a missing part.
- Keep every piece of packaging until the claim is settled. Carriers and manufacturers both require it, and a discarded carton can end a valid claim.
- We'll either send the replacement part, arrange a replacement unit, or refund you — whichever fixes it fastest for you.
You do not need to ship a whole coop back over one cracked panel. Most damage claims are settled with a part. See Warranty and parts.
Changed your mind
| Term | Our position |
|---|---|
| Window | 30 days from delivery to request the return |
| Condition | Unassembled, unused, in the original packaging with all parts and hardware |
| Partially assembled | Tell us what state it is in before you pack it and we will work it out with you |
| Return freight | Paid by the buyer on a change-of-mind return |
| Restocking fee | 15% of the purchase price on a change-of-mind return; waived when the return is our error (damage, defect, or wrong item) |
| Refund | Original payment method, within 10 business days of the coop arriving back and passing inspection |
| Original outbound shipping | Non-refundable on a change-of-mind return |
On the restocking fee, since it is the line most likely to be compared: 15% is in line with the standard for freight-shipped coops (the category runs 5% to 20%). It covers inspection, repackaging, and the return to sellable stock, and it is never charged when the return is our error. Send a coop back unassembled and in its packaging inside the window and the refund is the purchase price less the fee; return freight is also yours.
Return freight on a flat-packed coop is not a stamp. It is the single most expensive thing about changing your mind on an item this size, which is why we put every figure a manufacturer states in front of you before you buy rather than after, and go and get the ones they leave out if you ask before you order.
What we can't take back
- Coops that have been assembled, modified, painted, cut or weatherproofed
- Coops that have housed animals
- Made-to-order or customised units, where the listing says so — several models in this catalogue are built to order and cannot be resold
- Anything without its original packaging, on a change-of-mind return
- Anything reported outside the window above
Cancelling before it ships
Email us with your order number. Cancellations after payment carry a 5% processing fee, in line with the category standard. Once cartons are with a carrier it becomes a return under the terms above.
If we can't ship within the window we told you at checkout, we'll email you and you can cancel for a full refund. That one is the law, and we would do it anyway. See Shipping and delivery.
How to start a return
Email contact@moveablechickencoop.com with:
- your order number,
- which coop,
- why it's coming back, and
- photos, if there's damage.
Don't ship anything back before we reply. Returns sent without a return authorisation and the right address can be refused by the warehouse, and then nobody can help you.
Brand-specific return policies
Marked per brand. The standard terms above apply to every coop unless it is listed below. Where a coop carries a third-party brand, that brand is in the product title and any difference in its return terms is set out here.
PawHut
Applies to: every coop with "PawHut" in the product title.
- Return window, condition, and freight: identical to the standard terms above: 30 days from delivery, unassembled and in original packaging, buyer pays return freight, and the standard 15% restocking fee on change-of-mind returns.
- Damage, defects, and missing parts: report to us exactly as described above. PawHut parts claims are raised with the PawHut (Aosom) manufacturer service process, and we administer that claim for you. Replacement parts ship from the manufacturer, so allow a few extra days.
- Warranty: PawHut coops carry the manufacturer's own warranty, passed to you on the manufacturer's terms. See Warranty and parts.
- Packaging: the manufacturer's warehouse enforces the original-packaging requirement strictly on PawHut returns. Keep every carton until you are certain the coop is staying.
Buying a brand not listed here? Then it follows the standard terms above, with no exceptions. If we add a brand whose terms differ, it gets its own marked entry in this section before the first unit ships.
Contact & Business Information
Moveable Chicken Coop
9805 Statesville Road Suite 6403, Charlotte, NC 28269
Email: contact@moveablechickencoop.com
Phone: (866) 574-9747
Business Hours: 9am to 5pm EST, Monday to Friday
Questions about this policy? Reach us by email, phone, or the live chat bubble at the bottom right of your screen during business hours.