Frequently Asked Questions (FAQ) | Perchly
Welcome to the Perchly FAQ page. Here you’ll find answers to common questions about orders, shipping, returns, and product safety.
🐦 About Perchly
What is Perchly?
Perchly is an online store specializing in bird toys, perches, and enrichment accessories designed to support the health, happiness, and natural behaviors of pet birds.
What types of birds are your products for?
Our products are designed for a wide range of pet birds, including small to large parrots such as conures, cockatiels, African greys, macaws, cockatoos, and similar companion birds.
📦 Orders
How do I place an order?
Simply browse our store, add items to your cart, and complete checkout using our secure Shopify payment system.
Can I change or cancel my order?
If you notice an error in your order, contact us immediately. We will do our best to correct or cancel the order before it ships. Once an order has been processed or shipped, changes may not be possible.
Why did I receive multiple packages for one order?
Some orders containing multiple items may arrive in separate packages. This is due to our product fulfillment process, which is provided through Amazon fulfillment services. Items may ship separately depending on product availability, warehouse location, or shipping logistics.
🚚 Shipping
How long does shipping take?
Shipping times vary depending on your location and the shipping carrier. Delivery estimates are provided at checkout but are not guaranteed.
Do you ship internationally?
Not at this time.
What if my package is delayed?
We are not responsible for shipping carrier delays. Delivery times are estimates only and may be affected by carrier or weather conditions.
My tracking says “delivered” but I didn’t receive my package. What should I do?
If your tracking shows delivered but you cannot find your package:
- First, contact the shipping carrier
- Request a delivery investigation
- If no resolution is found, contact Perchly
We may, at our discretion, offer a replacement at a reduced cost.
What if I entered the wrong shipping address?
Customers are responsible for providing accurate shipping information. If you notice an error, contact us immediately. We will attempt to correct or cancel the order if it has not shipped.
If the package is shipped to an incorrect address and is not returned to us, we cannot issue a refund.
🔁 Returns & Refunds
Do you accept returns?
Yes, but only under specific conditions.
We accept returns for:
- Items that arrive damaged or defective (unused)
- New, unused items in original packaging
Used items cannot be returned for health and safety reasons.
Can I return a used item?
No. Used bird products cannot be returned due to strict health and safety guidelines.
What if my item becomes defective after use?
If a product becomes defective within 30 days of delivery, it cannot be returned, but you may request a refund. If approved, the item does not need to be returned.
How do I request a return or refund?
Contact us at perchly.store@gmail.com with:
- Your order number
- Description of the issue
- Photos or videos if applicable
🦜 Product Safety
Are your products safe for birds?
Our products are designed with bird enrichment and safety in mind. However, all pet products carry inherent risks when used by animals.
Risks may include:
- Chewing or ingestion of materials
- Entanglement in toys or ropes
- Injury during normal play
- Rare cases of serious harm
Always supervise your bird during use and inspect products regularly for wear or damage.
Do you guarantee product safety?
No. While we aim to provide high-quality products, no pet product can be guaranteed completely risk-free in all environments and conditions.
💳 Payments
What payment methods do you accept?
We accept major credit cards, debit cards, and other secure payment methods available through Shopify checkout.
📧 Contact Us
If you have any questions not listed here, feel free to reach out:
🛍️ Quick Links
Shipping Policy: https://perchly-2.myshopify.com/pages/shipping-policy
Returns & Refund Policy: https://perchly-2.myshopify.com/pages/return-policy
Terms of Service: https://perchly-2.myshopify.com/pages/terms-and-conditions
Privacy Policy: https://perchly-2.myshopify.com/pages/data-sharing-opt-out