Shipping, Production, Returns & Custom Order Policy

AO Falconry Supplies®

AO Falconry Supplies® is an artisan falconry equipment boutique specializing in handmade and limited-production falconry gear. By placing an order through our website, the customer acknowledges and accepts the following terms regarding production times, shipping, customs, exchanges, returns, and custom-made products.

Nothing in this policy is intended to limit any non-waivable rights that may apply under consumer protection laws.

1. Order Processing

Ready-to-ship products are usually processed within 1 business day after the order is placed, excluding weekends, holidays, carrier closures, and circumstances outside our control.

This processing time applies only to products marked or available as ready-to-ship. Handmade, made-to-order, custom, low-stock, or special-order products may require additional production time before shipment.

2. Handmade Production Times

All falconry hoods have an estimated production time of 1 to 4 weeks before shipment.

This applies to standard hoods, custom hoods, exotic leather hoods, special color combinations, and any hood that is not ready-to-ship.

Because our products are handmade artisan items, production times may vary depending on order volume, material availability, complexity of the build, seasonal demand, and workshop capacity.

If an unexpected delay occurs beyond the estimated production window, AO Falconry Supplies® may contact the customer with an updated estimated timeline.

3. Shipping Locations

Orders may ship from Kansas, USA, or from our workshop in Mexico, depending on stock availability, product type, warehouse location, and logistics.

AO Falconry Supplies® reserves the right to determine the shipping origin that best allows the order to be fulfilled efficiently.

4. Shipping Carriers

We ship through third-party carriers, including but not limited to:

DHL
UPS
FedEx

The carrier selected for each order may depend on destination, package size, service availability, cost, customs requirements, and logistical conditions at the time of shipping.

5. Delivery Times and Carrier Responsibility

Estimated delivery times are provided by the shipping carrier and are not guaranteed by AO Falconry Supplies®.

AO Falconry Supplies® is responsible for preparing, packing, documenting, and handing the order to the carrier. Once the package has been accepted by the carrier and tracking information has been issued, transit, routing, customs movement, delivery attempts, delays, and final delivery are handled by the carrier.

AO Falconry Supplies® is not DHL, UPS, FedEx, or any other shipping company. We contract third-party carriers to ship orders, but we do not control their internal logistics, transit times, delivery routes, customs handling, weather delays, operational delays, or failed delivery attempts.

We will assist the customer when possible, but carrier-related delays do not automatically qualify an order for cancellation, refund, replacement, or compensation.

6. International Orders, Customs, Duties and Import Costs

For international shipments, delivery times may vary due to customs clearance, import inspections, destination-country regulations, local courier operations, holidays, customs workload, or other procedures outside the control of AO Falconry Supplies®.

AO Falconry Supplies® will include the necessary commercial and shipping documentation when applicable. However, the customer is solely responsible for understanding and complying with the import rules of their country.

All customs duties, import taxes, VAT, brokerage fees, storage fees, inspection fees, or any other government or carrier charges required by the destination country are the sole responsibility of the customer.

AO Falconry Supplies® does not cover import duties, taxes, VAT, customs fees, brokerage fees, or any other international import-related charges.

AO Falconry Supplies® is not responsible for delays, holds, rejection, additional inspections, or costs caused by customs authorities or destination-country import procedures.

7. Incorrect, Incomplete or Undeliverable Address

The customer is fully responsible for providing a complete, accurate, and deliverable shipping address at checkout.

AO Falconry Supplies® is not responsible for delays, failed delivery, lost packages, returned packages, additional charges, or delivery to an incorrect location caused by incorrect, incomplete, outdated, or undeliverable address information provided by the customer.

If a package is returned to AO Falconry Supplies® due to an incorrect or incomplete address, failed delivery attempts, refusal of delivery, non-payment of import fees, or failure to respond to the carrier, we may assist with arranging a new shipment. However, all reshipping costs, carrier fees, customs fees, and related charges will be the responsibility of the customer.

AO Falconry Supplies® will not cover a second shipping charge when the issue was caused by customer-provided information or customer failure to complete delivery requirements.

8. Lost, Delayed or Damaged Packages

If a package is lost, delayed, or damaged in transit, the customer must contact AO Falconry Supplies® as soon as possible so we can assist with the carrier claim process when applicable.

AO Falconry Supplies® will provide reasonable support, including tracking review, carrier communication, and claim assistance when available. However, once a package is in the possession of the carrier, transit and delivery are subject to the carrier’s terms, timelines, and claim procedures.

AO Falconry Supplies® does not guarantee reimbursement, replacement, or refund for packages delayed, lost, damaged, held, returned, or misdelivered by the carrier, customs authorities, incorrect address information, failed delivery attempts, refusal of delivery, or circumstances outside our control.

Any approved remedy will be determined case by case and may depend on carrier confirmation, insurance coverage, claim approval, product type, and applicable law.

9. Exchanges for Non-Custom Products

AO Falconry Supplies® may accept exchanges on eligible non-custom products if the customer contacts us within 7 business days after delivery.

To qualify for exchange, the product must be returned in the exact condition in which it was received:

Unused
Clean
Undamaged
Without wear marks
Without scratches caused by birds
Without blood, meat, grease, feathers, dirt, odor, or biological residue
Without crushing, deformation, or signs of improper handling
In resale condition

Products that have been used with birds, exposed to meat, blood, field conditions, dirt, moisture, or improper handling are not eligible for exchange.

AO Falconry Supplies® reserves the right to deny any exchange if the returned product does not meet these conditions.

Return shipping costs are the responsibility of the customer. If the exchange is approved, AO Falconry Supplies® may determine whether the replacement shipment is covered by AO Falconry Supplies® or charged to the customer, depending on the circumstances of the case.

10. Final Sale: Custom, Personalized and Made-to-Order Products

All custom, personalized, modified, special-order, or made-to-order products are final sale.

No returns, exchanges, cancellations, or refunds will be accepted for custom or personalized products, except where required by applicable law or in cases of verified defect or error attributable to AO Falconry Supplies®.

This includes, but is not limited to:

Custom falconry hoods
Made-to-order hoods
Exotic leather custom builds
Custom color combinations
Products with names
Products with initials
Products with personal logos
Products with falcon, hawk, eagle, or customer-specific designs
Products with special hot stamping
Products with gilding or custom decorative work
Products modified according to customer instructions
Any product made specifically for the customer

Once a custom order has been confirmed, materials have been assigned, or production has started, the order cannot be canceled, returned, exchanged, or refunded.

There are no exceptions to this custom-order policy, except where required by applicable consumer protection law.

11. Defects, Errors or Wrong Items

If the customer receives a product with a verified manufacturing defect, or receives an incorrect item due to an error by AO Falconry Supplies®, the customer must contact us within 7 business days after delivery with clear photos, order number, and a description of the issue.

After review, AO Falconry Supplies® may offer repair, replacement, exchange, store credit, or refund, depending on the case, product type, and applicable law.

Normal leather marks, natural color variation, handmade variation, minor differences in exotic leather texture, and slight tonal differences are not considered defects. These are natural characteristics of handmade leather products.

Damage caused by bird use, scratching, biting, field use, improper storage, moisture, crushing, misuse, modification, or normal wear and tear is not considered a manufacturing defect.

12. Customer-Provided Shipping Labels

When a customer provides their own shipping label, AO Falconry Supplies®’ responsibility ends once the package is handed over to the carrier selected by the customer.

Any loss, delay, customs issue, damage, claim, insurance matter, or delivery problem related to a customer-provided label must be handled by the customer directly with their chosen carrier.

13. Refused Packages and Unpaid Import Fees

If a customer refuses delivery, fails to pay import duties, fails to provide required customs information, or does not respond to the carrier or customs authority, the package may be returned, abandoned, destroyed, or held by the carrier or customs office.

AO Falconry Supplies® is not responsible for losses, fees, return costs, storage fees, abandoned packages, or destroyed packages resulting from customer refusal, failure to pay import charges, or failure to complete import requirements.

If the package is returned to AO Falconry Supplies®, any refund or reshipment decision will be reviewed case by case. Original shipping costs, return shipping costs, customs fees, carrier fees, and handling costs may be deducted when allowed by applicable law.

14. Policy Acceptance

By placing an order with AO Falconry Supplies®, the customer confirms that they have read, understood, and accepted this policy.

AO Falconry Supplies® reserves the right to update or modify this policy at any time. The policy applicable to each order will be the version published at the time the order was placed, unless otherwise required by law.

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Short Notice for Custom Product Pages

Custom, personalized, and made-to-order products are final sale. By placing this order, the customer acknowledges that production times may vary and that custom items cannot be canceled, returned, exchanged, or refunded once confirmed or in production, except where required by applicable law.