How can we help?

We've put together a library of our customers most frequent questions with answers so you can quickly and easily find the information you need. If you don't see the answer you're looking for, simply send us an email and one of our knowledgeable customer service representatives will respond to you within 1 business day. Or, call us at 1-970-263-8381, Monday through Friday, 9:00 a.m. to 4:00 p.m. Mountain Standard Time.

How to Shop Online

• How can I add an item to my shopping cart?
• How long do items stay in my shopping cart?
• How do I modify the contents of my shopping cart?
• How do I complete my purchase?
• How do I know my order went through?
• How do you handle out of stock items?
• What are the available payment options?
• Why won't my credit card go through?
• How do I redeem a gift certificate?
• How do I enter a promotional code?
• How do I get a promotional code?"

Creating an Account

• How do I create an account?
• What are the benefits of creating an account?
• How do I update my account?
• How do I change my order after I have checked out?
• How do I cancel an order after I have checked out?
• What is your return policy?
• What if something is broken or missing?
• Can I order by phone or mail?

User Name/Password Problems

• Why can't I log in to my account?
• I forgot my password, what do I do?
• How can I change my password?

Shipping Information

• How fast do you process orders?
• What are the shipping rates for the continental U.S?
• What are the shipping rates for outside the continental U.S.?

International Orders

• Do you accept international orders?
• What form of payment do you accept for international orders?

Sales Tax

• Sales Tax Information

Security/Privacy

• How secure is the DancingParrot.com site?
• How do you handle my personal information?
• How do I opt-out of receiving communications from DancingParrot.com?

Miscellaneous Questions

• Do you have a catalog?
• Do you offer a guarantee?
• Do you offer Live Chat Support?
• Can I write a review on a product?

Gift Certificates

• I would like to send a gift certificate to someone, how does this work?
• How do I redeem a gift certificate?
• How do I check my gift certificate balance?

Reward Program

• How does the Parrot Perks™ Reward Program work?
• How does the referral program work?
• How do I redeem my reward points?
• How do I check my reward points balance?

Order Tracking

• Order Tracking (order tracking online, confirmation email)

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How to Shop Online

How can I add an item to my shopping cart?

A variety of packaging options are available for the majority of items listed on our site and a range of pricing is shown under the item photo displayed on the category page.

To view the pricing details and add an item to your cart.

• On a category page, click on the photo or the "details" button under the photo for the item of interest.
• On the detail page, click the drop down box labeled "Pkg Size" to view the available options, unit and package pricing.
• Make your selection from the drop down list
• Click the "Add to Cart" button

From the shopping cart page you will also have the opportunity to view your order, update your order, calculate shipping and tax or enter a promotional code for discounts, if applicable.

How long do items stay in my shopping cart?

The Shopping Cart will hold items for 30 days after your last activity on our Web site; however, merchandise availability is not guaranteed.

How do I modify the contents of my shopping cart?

To change the quantity of an item in your shopping cart:

• Click on the "View Cart" link at the top of any page.
• Change the quantity listed in the box to the left of the product photo then go to the bottom of the page and click "Update Cart" to modify and save your order.

To remove an item from your shopping cart:

• Click on the "View Cart" link at the top of any page.
• For any item you wish to delete, click the "X" in the delete column on the far right.
• Click "OK" when the text box pops up and asks if you want to delete this item.
• The item will be automatically removed from your shopping cart.

To remove all items from your shopping cart:

• Click on the "View Cart" link at the top of any page.
• Click the "Empty Cart" button at the bottom of the order page.
• Click "OK" when the text box pops up and asks if you want to empty your cart.
• The shopping cart will be cleared.

How do I complete my purchase?

Checkout Procedure

• From the "View Cart" page verify that the order is complete and accurate. From this page, you can update your order by changing or deleting item quantities. You can also add promotion codes, and calculate shipping and taxes.
• When you're ready to check out click on the "Checkout" button to go to the Checkout-Login page.
• Existing customers: log in by entering the email address and password that was used when you set up your account. Verify the Bill to and Ship to addresses stored for your account.
• New customers: choose either to "Create New Account" (recommended) or "Express Checkout" (see more info below)
• Select your payment type and complete all the requested fields.
• Enter your "Coupon Code" (if applicable).
• Enter "Shipping Instructions" (if applicable).
• Check "Yes I Want to Join the Newsletter" box if you'd like to receive our monthly newsletter which contains sale notices and discount coupons.
• Click on "Continue" to review and confirm your order and shipping information.
• Click "Submit Order" and if desired, print your receipt.

Express Checkout (without Creating an Account) – the option allows you to make a purchase without a password. Since the information will not be stored in our computer, subsequent orders will require retyping your billing and shipping addresses.

How do I know my order went through?

• Once you click on the "Submit My Order" button, an "Order Complete" page will appear and will display an "Order Number" and a "Print Receipt" option.
• Your order is now complete.
• If you entered an email address, an email receipt will be sent to the email address you provided (please check your spam filters if you don't see it).
• The "Print Receipt" button will open a printer friendly version of your order and will show all items ordered as well as discounts, taxes and shipping charges applied.
• You will receive an email confirming your order within 24 hours.

***If you have any questions regarding your order, you can contact us via email and one of our knowledgeable customer service representatives will respond to you within 1 business day. Or, call us at 1-970-263-8381, Monday through Friday, 9:00 a.m. to 4:00 p.m. Mountain Standard Time.

How do you handle out of stock items?

We make every effort to maintain inventory of all our products and to prevent out-of-stock items. However, due to the volume of orders we receive and the variety of ordering methods available to our customers, it is possible for items to sell out before we are able to fill all pending orders. Should your order contain an item that is out-of-stock, this is the procedure we follow:

• If the majority of your order is in-stock, we will ship the available merchandise to you and notify you of the out-of-stock items. Our final charge to your credit card reflects only the items you receive, and you will not be charged for any out-of-stock items. We do not place items on backorder, but you can place a new order when new shipments are received.
• If more than 1/2 of your order is out-of-stock, we will contact you by email or phone to get your specific instructions regarding the order.

What are the available payment options?

• For online orders we are glad to accept payment via MasterCard, Visa or PayPal.
• We also offer money order and personal or business check payment options for orders placed by mail or phone.
• You may use more than one payment option per order if you have a gift certificate or reward points to redeem.
• If you have a P.O. Box address printed on your check, please write your street address somewhere on the check.
• Returned checks are subject to a service charge of $25 or the maximum allowed by law. Collection costs and all penalties permitted by law will also be assessed.
• International customers, we invite you to use your MasterCard, VISA or PayPal for your online order. We do not accept checks for international orders. All payments must be in US currency.
• Payment must be received in full before an order can be shipped.

Why won't my credit card go through?

If for some reason your credit card does not go through, please do the following:

• Verify that your credit card number and expiration date are entered correctly.
• Verify that your credit card has not expired.
• Verify that you entered the correct security code.
• Make sure that your name and address match the billing address of your credit card.

How do I redeem a gift certificate?

• Gift certificates are redeemed during the checkout process.
• Select "Gift Certificate" as the "Payment Type."
• Enter the certificate code in the field labeled "Gift Certificate" and click "Continue" (DO NOT add the gift code in the "Coupon Code" box).
• Only one gift certificate can be redeemed per order.
• If you don't use the full amount of your gift certificate, please take care to save the certificate number as you will need to enter it for future orders until the balance is used up.
• If your gift certificate is insufficient to cover your entire order, you may use more than one payment option per order.

How do I enter a promotional code?

• If you received a promotional offer from our newsletter or Facebook page, enter the promotional coupon code in the "Coupon Code" field when you "View Cart" (be sure to click on "Apply") or on the "Payment Information" screen during the checkout process.
• Promotional discounts will appear as a dollar amount on the "Discount" line of your order confirmation.
• All coupon codes are issued with an expiration date. The shopping cart will display an error message if you use a code that is inactive or has expired.
• All offers are subject to change or may be discontinued at any time.

How do I get a promotional code?

• Sign up for our monthly newsletter or,
• Become a friend and "like us" on Facebook.

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Creating an Account

How do I create an account?

• Select the option "create an account" during the checkout process.
• You will then create a password to use with your email address for future purchases.
• Enter the billing and shipping address(es) that will be stored with your account.
• Your password can be any string of characters (letters, numbers, spaces or punctuation)
• Your user name is your email address and is case sensitive.
• You may change the email address by going into "My Account" and clicking on "edit" under the "Bill to Address" and "Ship to Address" sections. You will need to edit both manually. Be sure to click on "Save" after you make any changes.
• Your password can be changed from the "My Account" box by clicking on "Change My Password". You must provide your current password to make this change.
• If you ever forget your password, click on "Forgot Password?" and a temporary password will be sent to you to the email address you provided.

What are the benefits of creating an account?

Faster Checkout!

Your name and address information will automatically be entered whenever you log in making your checkout more convenient. Your personal information is not shared with unrelated third parties.

View Order Status and History

You can easily check on the processing status of your order and look up your previous order history with complete details and reprint receipts for old orders. You can even fast track your order process by repeating previous orders.

Shopping Bag

Your shopping bag contents are stored for 30 days allowing you to pick up shopping where you left off.

Create a Wishlist

You can create a wish list of items you want to order later. Simply click on the "Details" button for the item you want, click "Add To Wish List" then click "Save" (You must click "Save" after every item is added). Your wishlist will not be deleted or modified which means you can come back to it at any time.

Email Notice of Special Promotions and News!

Get exclusive notice of special DancingParrot.com and MakeYourOwnBirdToy.com sales, exciting offers and product previews by clicking on the "Yes I Want to Join the Newsletter" button. You may also follow us on Facebook for daily postings, ideas, contests and more. Just go to Facebook, type in DancingParrot.com and click on "LIKE".

How do I update my account?

There are two ways to update your account information:

• You can access your account information by clicking on "My Account" at the top of any page. Once you are signed in, you can click on "Edit" under the "Bill to Address" and "Ship to Address" sections. You can also use the link under the "My Account" section to change your password. Be sure to click on "Save" after you make any changes.
• You can also edit your membership information during the checkout process when you've finished your changes be sure to click on "Continue". This will automatically save your changes.

How do I change my order after I have checked out?

If you have completed check out (i.e., submitted your order after your payment information has been entered), you can process a change to an order by calling our Customer Service Department at 1-970-263-8381, Monday through Friday, 9:00 a.m. to 4:00 p.m. Mountain Standard Time.

Note: The ability to process a change is based on the status of the order. Orders that have advanced to the fulfillment process cannot have items added or removed.

How do I cancel an order after I have checked out?

If you have completed check out (i.e., submitted your order after your payment information has been entered), you can cancel an order by calling our Customer Service Department at 1-970-263-8381, Monday through Friday, 9:00 a.m. to 4:00 p.m. Mountain Standard Time.

Note: If your order has shipped, it cannot be canceled.

What is your return policy?

We are sorry but we cannot accept returns of used merchandise due to potential health concerns. We want all of our customers to be confident that we don't resell merchandise that has been exposed to other birds.

What if something is broken or missing?

We offer refunds or replacements for broken or damaged products. If you receive a broken or damaged product you must notify us within 48 hours of receiving your order. We recommend that you inspect your order thoroughly upon receipt.

Can I order by phone or mail?

Yes, although online ordering is the most efficient method, we will be glad to take orders via phone or mail.

By phone: To place orders by phone please call our Customer Service Department at 1-970-263-8381, Monday through Friday, 9:00 a.m. to 4:00 p.m. Mountain Standard Time. If we are unavailable, please leave us a message with your contact information and we will be glad to return your call.

By mail: If you would like to complete your order online and pay by check or money order you can select this option under the Payment Information screen. Just print a copy of your order and send it along with your payment in the form of a money order, cashier's check or personal check imprinted with current address information.

Print your order page and mail to:
Dancing Parrot
PO Box 2203
Grand Junction, CO 81502

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User Name/Password Problems

Why can't I log in to my account?

The system stores your email address and password exactly as you created them when you established the account.

If you are unable to log in to your account, the email address and/or password do not match what is on file. Any differences in capitalization, punctuation, spacing or spelling will prevent you from accessing your account.

I forgot my password, what do I do?

To protect your privacy, we cannot tell you your current password, but we can certainly help you by sending it to you at the email address you used when you established your account. Just click on the "I forgot my password" link on the customer log in screen, re-enter your account email address, and we send you a temporary password. Once logged in, you can reset your password by simply clicking on "Change My Password" link found on your "My Account" page.

How can I change my password?

You can reset your password by simply clicking on "Change My Password" link found on your "My Account" page.

Shipping Information

How fast do you process orders?

All in stock items are typically shipped within 1-2 business days. You will be notified immediately of any items ordered that are out of stock. We ship orders Monday thru Friday. If you place an order on a weekend or national holiday it will be processed and shipped from our Colorado distribution center within 2 business days.

What are the shipping rates for the continental U.S?

We have flat rate shipping that gets determined by the dollar value of your order.

Your shipping and handling charges (and any applicable taxes) will be displayed during checkout. Shipping rates and policies are subject to change without notice.

What are the shipping rates for outside the continental U.S.?

For orders shipped outside of the continental U.S. we use actual real-time shipping rates as calculated by the carrier. You will have the ability to choose between FedEx and U.S. Mail as well as the level of delivery service during the checkout procedure.

International Orders

Do you accept international orders?

Yes, we accept international orders on a limited, case by case basis. Due to increased processing costs and the potential for fraud, we reserve the right to refuse to ship our products to any country or territory outside of the US. Customs and import taxes are the sole responsibility of the customer.

What form of payment do you accept for international orders?

We accept MasterCard, VISA or PayPal payments for international orders. We do not accept checks for international orders. All payments must be in US currency.

Sales Tax

Sales Tax Information

The Dancing Parrot, LLC is required by law to collect sales tax on all retail orders shipped to Colorado. The appropriate charges will be added to your merchandise total and displayed on your final order confirmation.

Security/Privacy

How secure is the DancingParrot.com site?

DancingParrot.com is equipped with Secure Socket Layer (SSL) software which means all personal data you send us (name, address, credit card information, etc.) is encrypted during the transmission. The following browsers support SSL software:

• Microsoft Internet Explorer 2.0 or higher
• America On-line for Windows 3.0 or higher

Shopping with DancingParrot.com is 100% secure - guaranteed!

How do you handle my personal information?

When you place an order or sign up for information, we ask for your name, address, telephone number, e-mail address and so forth. Your name and address information is used solely for verifying your identity and processing your order.  It is imperative that you provide us with accurate contact information in the event we have a problem with your order.

We do not purchase, sell or share names or any other information about our customers with unrelated third parties. We will not disclose any personal information unless required by law to do so. Information contained within general email inquiries is used solely for the purpose of responding to your inquiry.

We will occasionally send notices of special events and sales to our customers if they have requested it. We will always give you the opportunity to be removed from our e-mail mailing list.

How do I opt-out of receiving communications from DancingParrot.com?

To unsubscribe from exclusive information on bargains, sales, and Internet-only sales, email us.

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Miscellaneous Questions

Do you have a catalog?

Sorry, but we do not have a print catalog currently available.

Do you offer a guarantee?

Our mission at DancingParrot.com is to make you and your bird smile! We are confident you will appreciate the selection and value we have to offer. DancingParrot.com is committed to making your buying experience easy and convenient. Your satisfaction is our number one priority.

If you are not 100% satisfied with your purchase, contact our Customer Service Department at 1-970-263-8381, Monday through Friday, 9:00 a.m. to 4:00 p.m. Mountain Standard Time. If something is missing or damaged we'll happily replace the item or refund the cost of it. We'll make it right!

Do you offer Live Chat Support?

"TBA"

Can I write a review on a product?

Absolutely, we'd love to have you write a review on our products! You can write a product review in 5 easy steps:

• On any category page, click on the "Detail" button or the image of the product you want to review.
• Scroll to the bottom of the product detail page to the "Review" box and click on "Add Review"
• The "Add Review" box will open and you will be requested to supply your name, your personalized review and a 5 star rating option.
• Once complete, click "Save Product Review"
• To prevent spam abuse we check all reviews before they post therefore, it may take up to 48 hours for your review to appear on the site.

Gift Certificates

I would like to send a gift certificate to someone, how does this work?

• Sending a gift certificate is very easy, just click on the "Gift Certificates Available" box found on the left sidebar menu.
• The Gift Certificates page will open and you will be requested to fill in the "From" and "To" fields as well as write a message to the lucky recipient.
• From the drop down menu choose the denomination value of the gift certificate you would like to purchase. Our gift certificates may be purchased in increments of $10.00 (i.e. $10, $20, $30 etc.)
• Type in the recipients email address (please double check the email address) then click "continue".

The gift certificate will be added to your cart and will be delivered to the recipient via email once you've made your payment.

How do I redeem a gift certificate?

• Gift certificates can be redeemed during the checkout process.
• Select "Gift Certificate" under the Payment Type section.
• Enter the certificate code in the field labeled "Gift Certificate" and click "Continue" (DO NOT add the gift code in the "Coupon Code" box).
• Only one gift certificate can be redeemed per order.
• If you don't use the full amount of your gift certificate, please take care to save the certificate number as you will need to enter it for future orders until the balance is used up.
• If your gift certificate is insufficient to cover your entire order, you may use more than one payment option per order.
• "Reward Points" were awarded to the person who purchased the gift certificate. You will be given reward points for dollar values over the gift certificate amount or any order where a gift certificate is not used.

How do I check my gift certificate balance?

• To check your balance, click on the "Gift Certificate Balance" link in the footer of any page and enter the certificate code.
• If you don't use the full amount of your gift certificate, please take care to save the certificate number as you will need to enter it for future orders until the balance is used up.
• You will also need this number to check your remaining balance.

Reward Program

How does the Parrot Perks™ Reward Program work?

• Every purchase you make at DancingParrot.com earns you points which you can redeem towards future purchases.
• You earn one point for every dollar spent. Points are calculated on the merchandise value only (shipping charges are excluded).
• Reward points are also awarded for customer referrals. You will earn 100 points whenever a person you refer to our store places their first order using the link they will receive in the referral email.
• 50 points equals $1.00 (500 points is equal to $10.00).
• You can easily keep track of your reward points by signing into your account. Your current point balance as well as your reward point history can be found under the "My Account" section at the bottom of the page. You will not be notified by email of referral points awarded.
• Reward points are not transferable and non-refundable.
• Reward points cannot be redeemed for cash under any circumstance.
• Reward points cannot be refunded on cancelled orders.

How does the referral program work?

• Reward points are also awarded for customer referrals. You will earn 100 points whenever a person you refer to our store places their first order using the link they will receive in the referral email.
• To refer a friend you will need to log into your account.
• Under the "My Account" section, click on the link "Refer Friends".
• A window will open with text fields for you to insert your "friends' email address" and a message. You can add multiple friends as long as you separate their email addresses with commas.
• Our system will send out a referral email and, if your friend uses the provided link, the reward points will automatically be added to your account when they place an order.

How do I redeem my reward points?

• If you have reward points available, the option to use them will appear on the "Payment Information" page during the checkout process. Your reward points will always be at the bottom of your "My Account" page.
• When you use your reward points you will see your discount on the "Order Confirmation" page on the "Discount" line.

How do I check my reward points balance?

To review your reward point balance you will need to log in to your account. Under the "My Account" section you will see your current reward point balance. There is also a "history" link that you can use to see your reward point history.

Order Tracking

Order Tracking (order tracking online, confirmation email)

Upon completion of your order you will receive an email letting you know that your order was received. Once your order is shipped you will receive a second email with the tracking number and the shipper's name (either FedEx or USPS).

You can track the progress of your shipped order by one of two methods:

• By clicking on the tracking number link contained within the shipping confirmation email, or
• By signing into your account and locating your order under "Order History". If you click on the "Order #" the order details will appear including the tracking number. By clicking on that linked tracking number you will be able to access the detailed shipping status.

If you have any questions regarding your order, you can contact us via email and one of our knowledgeable customer service representatives will respond to you within 1 business day. Or, call us at 1-970-263-8381, Monday through Friday, 9:00 a.m. to 4:00 p.m. Mountain Standard Time.