We're here to help! If you notice a problem or issue with a product in your order, please hold off on disposing or tossing out the product. The first step is to get in touch with our customer success team. This way, we can work together to resolve th

<hr><details open style="line-height: 2;"><summary>I&apos;ve received my order, but there&apos;s a problem with the product. What should I do first?</summary>We&apos;re here to help! If you notice a problem or issue with a product in your order, please hold off on disposing or tossing out the product. The first step is to get in touch with our customer success team. This way, we can work together to resolve the matter swiftly and effectively.Providing a photo of the product issue will help expedite the resolution.</details><hr><details open style="line-height: 2;"><summary>How do I report a problem with my order?</summary>Simply contact our customer support team within 14 days of receiving your order. If the package is damaged or missing, reach out within 48 hours of receiving your delivery or notification of delivery.. You can reach us through email, phone, chat, or our website&apos;s contact form. We&apos;re ready to assist and guide you through the process.</details><hr><details style="line-height: 2;"><summary>What information should I provide when I report an issue?</summary>To help us better understand the situation, please include the following details in your report:<ul><li style="line-height: 1.5;">Order Number: This will help us quickly locate your purchase in our system.</li><li style="line-height: 1.5;">Description of the Issue: Is the product damaged? Is there a quality concern?</li><li style="line-height: 1.5;">Photographs: If there&apos;s a specific area of concern, make sure to get a close-up of that part. For hay orders, take a picture in the original packaging, if possible. These photos are incredibly helpful for our team to assess the situation and take appropriate action and will be required by UPS if we need to file a damage claim.</li></ul></details><hr><details open style="line-height: 2;"><summary>What happens after I report a problem with my product?</summary>Once we receive your report, our team will review the details and photographs you&apos;ve provided. We&apos;ll get in touch with you to discuss the next steps, which may include a replacement, store credit, return or other solutions tailored to your situation.</details><hr><details open style="line-height: 2;"><summary>How can I ensure a smooth resolution process?</summary>Here are a few tips:<ol><li style="line-height: 1.5; font-size: 15px;">Report Promptly: Let us know about the issue as soon as you can.</li><li style="line-height: 1.5; font-size: 15px;">Keep the Product: Please keep the product as it is until we advise further.</li><li style="line-height: 1.5; font-size: 15px;">Provide Accurate Information: The more details you can provide, the better we can assist you.</li></ol></details><hr><details style="line-height: 2;"><summary>I received my order, but I&apos;m missing some products? I can&apos;t find some of the items I purchased. What should I do?</summary>Don&apos;t worry! Sometimes, we pack smaller items along with your hay to reduce shipping materials. Your missing items might be right on top of the hay or tucked to the side.With our bigger boxes, 20lb or more, please check if the box was perhaps opened upside down. We place labels at the top of the box. If your label is at the opposite end, the wrong end may have been opened.If you&apos;ve ordered a combo or bundle, please be aware that we pack these items together in our specialty-sized bundle box. Smaller items are typically packed in with the hay.I&apos;ve checked, but I still can&apos;t find the items. What&apos;s next?No problem! If you&apos;ve thoroughly checked and can&apos;t find the items, please reach out to our customer support team. They&apos;ll be happy to assist you in resolving the issue.</details><hr>

Problem with an Order or Product?

Can I change my order?. Once an order has been processed, changes cannot be made. However, if your order hasn't been fulfilled yet, cancelation may be an option. Please contact our Customer Success Team to discuss your options. Is it possible to edit

Can I change my order? Once an order has been processed, changes cannot be made. However, if your order hasn&apos;t been fulfilled yet, cancelation may be an option. Please contact our Customer Success Team to discuss your options. Is it possible to edit my order after placing it? Unfortunately, once an order has been processed, we&apos;re unable to add or remove products or make any changes. If your order hasn&apos;t been fulfilled yet, cancelation may be an option. Feel free to reach out to our Customer Success Team right away and we&apos;ll do our best to assist you. My order is shipping to the wrong address, what should I do? If your order is being shipped to the wrong address, please reach out to our Customer Success Team as soon as possible. &#xA0;While we can&apos;t guarantee that we&apos;ll be able to change the address once the order has been processed, we&apos;ll do our best to assist you.&#xA0; &#xA0;

Order Changes?

You can track your Amazon order by logging into your Amazon account and navigating to the "Your Orders" section. There, you'll find detailed information about your order status and tracking information. If you encounter any issues with your Amazon pu

<hr><details style="line-height: 2;"><summary>I purchased Small Pet Select products on Amazon. How do I track my order?</summary>You can track your Amazon order by logging into your Amazon account and navigating to the &quot;Your Orders&quot; section. There, you&apos;ll find detailed information about your order status and tracking information.</details><hr><details style="line-height: 2;"><summary>What do I do if there&apos;s an issue with my Small Pet Select product purchased through Amazon?</summary>If you encounter any issues with your Amazon purchase from Small Pet Select, such as missing items, damaged products, or any other concerns, it&apos;s important to determine which Amazon store you made your purchase from. This distinction will help direct you to the right support for your specific issue.If your invoice states &quot;Sold by Amazon.com Services LLC,&quot; Amazon has handled your order and you should contact Amazon&apos;s customer service directly for assistance. They have access to your order details and can provide the necessary support within their policy window.If your invoice states &quot;Sold by Small Pet Select,&#x201D; we will fulfill your order and ship it to you. For any concerns or issues related to your order, please reach out to our customer support for assistance. We are here to help you with order-related inquiries.</details><hr><details style="line-height: 2;"><summary>I need to return a Small Pet Select product I bought on Amazon. How can I do that?</summary>To Return or Replace
a Damaged, Defective, or Broken Item, follow&#xA0;these steps:Step 1: Go to&#xA0;<a href="https://www.amazon.com/gp/css/order-history" rel="noopener noreferrer" target="_blank">Your Orders</a>&#xA0;and select return or replace items beside the item you want to replace. Tip: If your order is from a third-party seller or not eligible for a replacement, select Return Items. Enter the return reason on the next screen.Step 2: Select the Small Pet select item that you want to replace and select a reason from the Reason for Return menu.Step 3:Follow the on-screen instructions to initiate the return process.Amazon will guide you through the return process, including generating a return label if necessary.</details><hr><details style="line-height: 2;"><summary>How long does it take to receive a refund for a returned Small Pet Select product on Amazon?</summary>The timeframe for receiving a refund for a returned product can vary depending on Amazon&apos;s processing time. Typically, refunds are processed within a few days after the return is initiated. You can check the status of your refund in the &quot;Your Orders&quot; section of your Amazon account.</details><hr><details style="line-height: 2;"><summary>What if I have questions or concerns about a Small Pet Select product purchased on Amazon?</summary>If you have any questions or concerns about the product itself, its usage, or its quality, feel free to reach out to Small Pet Select directly. You can contact us through our website, and we&apos;ll be happy to assist you with any product-related inquiries.</details><hr><details style="line-height: 2;"><summary>Can I contact Small Pet Select for Amazon product-related issues?</summary>While we encourage and appreciate your product feedback and any concerns you may have, it&apos;s essential to clarify how we can assist you.&#xA0;For resolutions regarding Amazon orders, such as tracking, shipping, returns, and refunds, please contact Amazon&apos;s customer service. They have access to your order details and can provide the necessary assistance specific to Amazon orders.For product-related inquiries or feedback, you can contact us directly and we&apos;ll be more than happy to assist you. Your input is valuable in ensuring the satisfaction of both you and your furry friend.</details><hr>

Amazon Purchases

We only ship to within the continental United States from our US store. If you're across the pond in the UK, we've got you covered with our dedicated online store at https://smallpetselect.co.uk/#. Freight forwarding is always an option. A Google sea

<hr><details open style="line-height: 2;"><summary>Does Small Pet Select ship internationally?</summary>We only ship to within the continental United States from our US store. If you&apos;re across the pond in the UK, we&apos;ve got you covered with our dedicated online store at <a href="https://smallpetselect.co.uk/#">https://smallpetselect.co.uk/#</a>&#xA0;Freight forwarding is always an option. A Google search for &quot;freight forwarding&quot; will yield several companies that you can pay to have your Small Pet Select purchase shipped to your international location.&#xA0;Please Note: These options will all be expensive and will vary between different providers. We cannot recommend a freight forwarder.Don&apos;t forget to check for any restrictions or documents required by the destination country&apos;s Customs Officials, especially when ordering hay and agricultural products.</details><hr><details open style="line-height: 2;"><summary>If I have a problem with my international order, what do I do?</summary>If you use a freight forwarder and there is an issue with the order upon arrival, we will gladly replace your product or give you store credit. Note that we will not be responsible for any shipping/handling costs associated with it, including the cost of shipping from the freight forwarder to your international address. We will ship a replacement to your freight forwarder free of charge if it is an address in the continental United States.Don&apos;t forget to check for any restrictions or documents required by the destination country&apos;s Customs Officials, especially when ordering hay products.</details><hr>

International Orders

Here's a simple breakdown of our shipping policy:. Orders totaling $49 or more (after discounts and before taxes) ships for FREE! No extra charges, just pure small pet goodness coming your way. Orders under $49, we have a flat rate charge of just $4.

<hr><details open style="line-height: 2;"><summary>How much do you charge for shipping?</summary>Here&apos;s a simple breakdown of our shipping policy:Orders totaling $49 or more (after discounts and before taxes) ships for FREE! No extra charges, just pure small pet goodness coming your way.Orders under $49, we have a flat rate charge of just $4.99. It&apos;s a small fee to make sure your precious small pet supplies hop safely to your doorstep.</details><hr><details open style="line-height: 2;"><summary>What do I do if my package is damaged in transit?</summary>We&#x2019;re so sorry for the inconvenience! Please contact Customer Success immediately so we can quickly find a resolution for you.Please do not dispose of the package or product before contacting customer service. Photos of the damaged package (exterior and interior) and product are appreciated and required by UPS if we have to file a claim. They can be emailed to us or uploaded right here through our help widget.</details><hr><details open style="line-height: 2;"><summary>Does the weather affect delivery times?</summary>You can check for any UPS service-related delivery delays by entering your zip code <a href="https://www.ups.com/us/en/service-alerts.page?id=alert1">here</a>.USPS service interruptions can be checked <a href="https://about.usps.com/newsroom/service-alerts/residential/welcome.htm">here</a>.</details><hr><details open style="line-height: 2;"><summary>Do you ship to a PO Box?</summary>No, we don&apos;t. We need your physical/street address to ship your orders. UPS will only accept shipments to a valid street address.Here is our full <a href="https://help.smallpetselect.com/en-US/shipping-policy-390429" rel="noopener noreferrer" target="_blank">shipping policy&#xA0;</a>for your reference.</details><hr><details open style="line-height: 2;"><summary>How can I get my products shipped in a plain box?</summary>We no longer offer plain white boxes as an option.</details><hr><details open style="line-height: 2;"><summary>What delivery carriers do you use?</summary>We use UPS and the USPS to ship our products.</details><hr><details style="line-height: 2;"><summary>I&#x2019;m interested in exporting your products.</summary>How exciting! Chances are we would love to do business with you! Please fill out the <a href="https://www.powr.io/form-builder/i/31730216#page" rel="noopener noreferrer" target="_blank">Export Inquiry Form&#xA0;</a>and our Export Manager will contact you directly once he&apos;s reviewed the information.&#xA0;I hope we can work together to accommodate your business needs. Paws-crossed!</details><hr><details style="line-height: 2;"><summary>What is UPS SurePost?</summary>UPS SurePost services provide the convenience of UPS shipping and USPS delivery to customers&apos; mailboxes.&#xA0;Packages weighing between 1 lb. and 4 lb. may ship via UPS Surepost.</details><hr><details style="line-height: 2;"><summary>What are the dimensions of your hay and bedding boxes?&#xA0;</summary> Hay Boxes: 2 lbs.&#xA0;17&quot; x 12&quot; x 2&quot; 5 lbs. and 10 lbs. Orders ship in a box of the same size. The box conveniently folds closed for easy storage and access.23&quot; x 16&quot; x 6&quot; 12 lbs.<span id="isPasted" style="color: rgb(34, 34, 34); font-family: Inter, &quot;Helvetica Neue&quot;, Arial, Helvetica, sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: pre-wrap; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; float: none; display: inline !important;">23&quot; x 16&quot; x 8&quot;&#xA0; 20 lbs.24&quot; x 16&quot; x 12&quot; 25 lbs.<span id="isPasted" style="color: rgb(34, 34, 34); font-family: Inter, &quot;Helvetica Neue&quot;, Arial, Helvetica, sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: pre-wrap; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; float: none; display: inline !important;">23&quot; x 16&quot; x 16&quot;&#xA0; 40 lbs.&#xA0;23&quot; x 16&quot; x 19&quot; Bedding&#xA0;Bedding is shipped in plastic bags and then placed in a cardboard boxSingle 56L package box is 14&quot; x 14&quot; x 7&quot;Single 178L package box is 25&quot; x 16.5&quot; x 8.5&quot;Wholesale 3 pack ships in a box, 28&quot; x 24&quot; x 16&quot;</details><hr>

Shipping

Our Satisfaction Guarantee ensures that you receive top-notch products that meet our high-quality standards. If for any reason you're not satisfied with your purchase, we'll make it right. Whether it's hay, food pellets, toys, or treats, your pet's h

<hr><details style="line-height: 2;"><summary>What does the Satisfaction Guarantee cover?</summary>Our Satisfaction Guarantee ensures that you receive top-notch products that meet our high-quality standards. If for any reason you&apos;re not satisfied with your purchase, we&apos;ll make it right. Whether it&apos;s hay, food pellets, toys, or treats, your pet&apos;s happiness is our priority.&#xA0;When reporting any order issues &#x2013; whether it&apos;s missing items, delivery quirks, or product concerns, to streamline the process and make sure we address everything in one go, could you please let us know about all your concerns within 14 days of receiving your package? This will help us tackle everything more efficiently, and we truly appreciate your cooperation.Oh, and if you can snap a few pics for quality control purposes, that would be purrfect! We&apos;re here to make sure your experience with Small Pet Select is seamless and enjoyable.However, please note that we reserve the right to limit refunds, store credits, and replacements based on the specific circumstances of each case. We may agree to a return more than 14 days after receipt of your purchase. <span id="isPasted" style="color: rgb(55, 65, 81); font-family: Verdana, Geneva, sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: pre-wrap; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; float: none; display: inline !important;">However, it&apos;s important to mention that return shipping won&apos;t be covered in these cases.&#xA0;</details><hr><details style="line-height: 2;"><summary>Are there any exceptions to the Satisfaction Guarantee?</summary>While we strive for perfection, there are a few scenarios where the Satisfaction Guarantee may not apply:<ul><li style="line-height: 1.5;">If your order arrives damaged during transit, please reach out to us within 48 hours of delivery and we&apos;ll swiftly resolve the issue.</li><li style="line-height: 1.5;">If you accidentally ordered the wrong product or changed your mind, we can help with returns or exchanges, but return shipping will be at your expense.</li><li style="line-height: 1.5;">In the rare event of product safety concerns, we may need to take specific actions. Rest assured; your pet&apos;s safety comes first.</li></ul></details><hr><details style="line-height: 2;"><summary>How do I request a refund or replacement?</summary>We&apos;ve made the process as easy as possible. Just get in touch with our fantastic customer support team within 14 days of receiving your order. They&apos;ll guide you through the process.</details><hr><details style="line-height: 2;"><summary>What if my pet simply didn&apos;t like the product?</summary>We understand that every pet has unique tastes. If your little one turns their nose up at something you ordered, we recommend trying out some of our other fabulous options. Our team can provide tailored suggestions to make your pet&apos;s next choice a hit!</details><hr><details style="line-height: 2;"><summary>Are there any products not covered by the Satisfaction Guarantee?</summary>Value Choice Hay is not covered by the Satisfaction Guarantee. This ensures that we can continue offering this economical option to our customers.</details><hr>

Satisfaction Guarantee & Exceptions

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Small Pet Select - Awarded Small Pet Food Product of the Year 2023 by Pet Innovation Awards!

Small Pet Select - Named a Best Petcare Brand by Newsweek and Statista 2022

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