Return Information

Return Policy

At Incubator Warehouse, we know that purchases don’t always go exactly as planned — and that’s okay. Whether you ordered the wrong part, changed your mind, or just need a hand, we’re here to make things right. Returning something is simple; we just ask that you send it back in the best condition possible. If you’ve got questions, our friendly team is only a call or email away. Below you’ll find all the details, but the short version is: we’re here to help.

Email: service@incubatorwarehouse.com
Phone: 208-740-1344 (leave a message with the reason for your call, include your order number, and the name that the order was placed under)

Damaged Items

If your package arrives visibly damaged and the item(s) inside are affected due to shipping, please contact us within 7 days of delivery. To help us file a claim with the carrier and provide you with a replacement at no cost, please send us the following:

• • Your order number

  • Photos of the damaged item(s) in the shipping box and out

  • Photos of the packaging

  • A clear image of the shipping label

We’ll coordinate with the shipping carrier and ensure a prompt resolution, including sending a replacement if needed.

Defective Items

If your item is defective, please contact us right away. Many issues can be resolved quickly through simple troubleshooting—our team is happy to guide you through the process.

If a replacement part is needed, we’ll work with you to ensure the correct component is sent to resolve the problem.

Parts and Replacements are shipped at no cost using the same shipping speed selected at checkout for the original order. If expedited shipping is needed (and wasn’t the original shipping method), upgrade options are available at the customer’s expense upon request.

Important:

• • If it is determined that a replacement or part is needed and we are unable to provide one, a full refund—including original shipping charges—will be issued.

  • If you return an item thinking it's defective, but our testing shows it's working properly, please note that shipping costs may not be refunded.

Change of Mind / Satisfaction Guarantee

If you’re not fully satisfied with your purchase, you may return the item within 60 days of delivery for a refund of the purchase price or an exchange, as long as the product meets the criteria outlined in the ‘To Qualify for a Refund’ section below.

After the 60-day window, our IncuCare Warranty continues to protect you, guaranteeing that your product functions as intended.

Please note:

• • Purchases placed through our website directly are covered by our 2-Year Warranty.

  • Purchases placed through other marketplaces such as Amazon, Walmart or eBay are covered by our 1-Year Warranty.

Once we receive the returned item, it will be inspected and tested before processing your refund or exchange. This can take up to two business days.

To Qualify for a Refund

To help us process your return smoothly, we kindly ask that:

• • The item being returned is the same product we originally shipped, including any replacements that we might have sent.

  • It’s sent back in the best possible condition, with all original parts and packaging when possible.

  • Carefully packaged to prevent damage during transit.

  • Please ensure the unit is cleaned thoroughly of all biohazardous materials or residue such as hatching dander.

Important Information:

• • If the item doesn’t match the original product we shipped, we may be unable to accept the return.

  • If the item is returned with inadequate packaging and arrives damaged, a damage fee may be subtracted from your refund.

Please note: If an item is clearly no longer functional and a return is not practical, we may be able to offer a resolution without requiring the item to be shipped back. In such cases, we may request photographic evidence showing the unit in its unusable condition. This helps us expedite your refund and avoid unnecessary return shipping.

Refund Timing

Refunds are processed within 1–2 business days after your return is received and inspected, and will be issued to the original payment method used at checkout. Please allow 2–4 business days for your financial institution to post the funds to your account.

Please note: Larger item returns such as cabinets, and brooders may take up to 7 business days to be tested before a refund or replacement decision is made due to the complexity of these units.

We appreciate your understanding and cooperation. We are here if you have any further questions or concerns!