Returns. If you or your pet aren’t satisfied with your purchase, you may request a return within 14 days of receipt for most products. We do not accept returns for:. Open food items, treats, or bedding. Opened hay, for health and safety reasons. Cust

ReturnsIf you or your pet aren&#x2019;t satisfied with your purchase, you may request a return within 14 days of receipt for most products.We do not accept returns for: Open food items, treats, or beddingOpened hay, for health and safety reasons Customers are responsible for return shipping costs unless the return is due to our error. Original shipping charges are non-refundable. Subscription BoxesBunny Box, Piggy Box, and similar subscription boxes are excluded from our <a href="https://help.smallpetselect.com/en-US/100%2525-satisfaction-guarantee-390432" target="_blank" rel="noopener noreferrer">Picky Pet Promise Satisfaction Guarantee</a> and Return Policy.Each box is carefully curated with seasonal and limited-edition items, so we cannot accept returns on full boxes or individual items inside them.If something arrives damaged or there&#x2019;s an issue with your box, please contact our Customer Success Team or email <a data-fr-linked="true" href="mailto:customersupport@smallpetselect.com">customersupport@smallpetselect.com</a> so we can review the situation. Tropical Trio Birthday CakeThis item is excluded from our <a href="https://help.smallpetselect.com/en-US/100%2525-satisfaction-guarantee-390432" target="_blank" rel="noopener noreferrer">Picky Pet Promise Satisfaction Guarantee</a> and Return Policy. Each cake is baked and personalized just for your pet (yes, really!), making it a one-of-a-kind celebration that can&#x2019;t be restocked or resold. Value Choice Timothy HayThis product is excluded from our <a href="https://help.smallpetselect.com/en-US/100%2525-satisfaction-guarantee-390432" target="_blank" rel="noopener noreferrer">Picky Pet Promise Satisfaction Guarantee</a> and Return Policy. See our <a href="https://help.smallpetselect.com/en-US/policy-exceptions-2167239" target="_blank" rel="noopener noreferrer">Policy Exceptions</a> for details on pricing and discount eligibility for Value Choice Timothy Hay. Autoship OrdersBy enrolling in Autoship, you agree to receive recurring shipments and authorize automatic charges to your payment method based on the delivery frequency you select. Your subscription will continue until you cancel.You can manage, skip, pause, or cancel your Autoship anytime through your account or by contacting our Customer Success Team. Changes must be made by 11:59 PM ET the day before your order is scheduled to process. Canceling your Autoship does not cancel an order that has already been created or processed.For complete details, please review our <a href="https://help.smallpetselect.com/en-US/auto-ship-terms-conditions-and-cancelation-policy-2039382" target="_blank" rel="noopener noreferrer">Autoship Terms, Conditions &amp; Cancelation Policy</a> Final ClauseWe stand behind our products and always want you and your pets to be happy. While we work hard to address your concerns, we reserve the right to limit or deny refunds, store credits, and replacements at our discretion.<h2 id> </h2><h2 id="-1">&#xA0;</h2>

Return Policy

We stand behind the quality of our products. It's all part of our Picky Pet Promise, also known as our Satisfaction Guarantee. If you or your pet aren't satisfied with your order, contact us within 14 days of receipt and we'll review the situation wi

We stand behind the quality of our products. It&apos;s all part of our Picky Pet Promise, also known as our Satisfaction Guarantee.If you or your pet aren&apos;t satisfied with your order, contact us within 14 days of receipt and we&apos;ll review the situation with you. If something arrives damaged or incorrect, we&apos;ll help resolve it quickly.<h2 id="return-requirements">Return Requirements</h2>Every Picky Pet request is reviewed on a case by case basis.In some situations, we may request that the product be returned for review. If a return is required, any store credit or replacement is applied once the item arrives at our fulfillment center. Returned items are never resold.<h2 id="resolution-policy">Resolution Policy</h2>We&apos;re able to offer one resolution per order concern. Once a replacement, refund, or store credit has been provided, we&apos;re unable to offer an additional resolution for that same concern. For full details, see our <a href="https://help.smallpetselect.com/en-US/refunds-replacements-and-store-credit-1975560" target="_blank" rel="noopener noreferrer">Refunds, Replacements, and Store Credit</a> article.<h2 id="exclusions">Exclusions</h2>The Picky Pet Promise / Satisfaction Guarantee does not apply to:<ul><li style="font-size: 16px;">Tropical Trio Birthday Cake</li><li style="font-size: 16px;">Subscription boxes (such as the Bunny Box or Piggy Box)</li><li style="font-size: 16px;">Value Choice Timothy Hay</li></ul>These products are excluded from our guarantee and return policy and cannot be returned, refunded, or exchanged unless an error was made on our end, such as sending the wrong product or incorrect quantity.The Tropical Trio Birthday Cake is baked and personalized just for your pet (yes, really!), making it a one-of-a-kind celebration that can&apos;t be restocked or resold.See our <a href="https://help.smallpetselect.com/en-US/policy-exceptions-2167239" target="_blank" rel="noopener noreferrer">Policy Exceptions</a> for details on pricing and discount eligibility for Value Choice Timothy Hay.<h2 id="final-clause">Final Clause</h2>We stand behind our products and always want you and your pets to be happy. While we work hard to address concerns, we reserve the ability to limit or deny refunds, store credits, and replacements at our discretion.

Picky Pet Promise - Satisfaction Guarantee

Shipping Policy – Fast & Furriest Shipping!At Small Pet Select, we’re committed to getting fresh products to you and your pets as quickly as possible. Our Shipping CarriersStarting September 30, 2026, orders over 15 oz ship with FedEx Home Delivery.

Shipping Policy &#x2013; Fast &amp; Furriest Shipping! At Small Pet Select, we&#x2019;re committed to getting fresh products to you and your pets as quickly as possible.Our Shipping Carriers Starting September 30, 2026, orders over 15 oz ship with FedEx Home Delivery.Shipping Carriers by Order Weight<ul dir="ltr"><li>15 oz or less: USPS</li><li>Over 15 oz: FedEx Home Delivery</li></ul>Warehouses We ship from three U.S. locations, Arizona, Kentucky, and Washington, to help your order arrive quickly. Orders may occasionally ship from a different warehouse depending on inventory, weather, carrier conditions, or to provide the most efficient delivery. In some cases, items in the same order may arrive separately.Order Processing Time<ul dir="ltr"><li>Orders received before 7 PM ET typically process and ship the same business day.</li><li>Orders received after 7 PM ET process and ship the following business day.</li></ul>Weekend Orders<ul dir="ltr"><li>Saturday orders are processed and shipped the next business day, except for orders from our Washington warehouse, which may be processed and shipped during its half-day Saturday hours.</li><li>Sunday orders are processed and shipped the next business day, except for orders from our Kentucky warehouse, which may be processed and shipped during its half-day Sunday hours.</li><li>USPS orders ship on business days only. FedEx orders may ship on weekends from our Kentucky and Washington warehouses during their half-day hours.</li></ul>Weekend carrier pickup and tracking may vary, so packages may not receive their first carrier scan until the following business day.Delivery Estimates Delivery time depends on your location and your order&#x2019;s carrier. Your tracking link shows the most up-to-date delivery estimate. USPS delivery times vary by destination and are not guaranteed. Weather, holidays, and busy sale periods can affect delivery times for all carriers.Tracking Your Order Once your order ships, you&#x2019;ll receive a shipping confirmation email with your tracking link. For FedEx deliveries, you can sign up for free with <a href="https://www.fedex.com/en-us/delivery-manager.html">FedEx Delivery Manager</a> to get delivery alerts, see a photo when your package is dropped off, leave instructions for your driver, and place a vacation hold.Delivered but Not Received Once the carrier confirms delivery to the shipping address provided, the order is considered delivered. If your tracking shows delivered but you can&#x2019;t find your package, please check around your property and with neighbors, then contact our Customer Success Team within 14 days of the delivery date. We&#x2019;ll review the carrier&#x2019;s delivery details and work with you and the carrier to help resolve it.Service Area &amp; Address Requirements<ul dir="ltr"><li>We ship within the continental U.S.</li><li>A physical street address is required. We&#x2019;re unable to ship to P.O. boxes.</li><li>Please double-check your shipping address before placing your order. We&#x2019;re unable to take responsibility for packages that can&#x2019;t be delivered because of an incorrect or incomplete address.</li></ul>Shipping to Alaska, Hawaii, Puerto Rico &amp; Other U.S. Territories We&#x2019;re not able to ship to Alaska, Hawaii, Puerto Rico, or other U.S. territories at this time, though we hope to expand our shipping reach in the future. If you live in one of these areas, Walmart or Amazon may offer different shipping options for our products.Free Shipping<ul dir="ltr"><li>Orders of $49 or more (after discounts, before taxes) ship free.</li><li>Orders under $49 ship for a flat rate of $6.95.</li></ul>Expedited Shipping<ul dir="ltr"><li>Available for an additional cost.</li><li>Expedited orders must be placed by phone before the warehouse cut-off time.</li><li>Expedited shipping is not available on Fridays.</li></ul>To request expedited shipping or for any shipping questions, contact our Customer Success team at 855-981-8080 or <a href="mailto:customersupport@smallpetselect.com">customersupport@smallpetselect.com</a>. For more shipping information, see our <a href="https://help.smallpetselect.com/en-US/delivery-and-tracking-388729">Delivery &amp; Tracking</a> article.

Shipping Policy – Fast & Furriest Shipping!

How weekend warehouse hours, weather, holidays, and carrier schedules can affect your order, plus tips for keeping an emergency stash of hay and food on hand.

At Small Pet Select, we know how important it is to have your pet&apos;s favorite hay, food, bedding, and other essentials when you need them. A little planning can help keep everyone happy and well-stocked during busy holidays, winter weather, and other times when shipping schedules may be affected.<h2 id="warehouse-operations">Warehouse Operations</h2><ul><li style="font-size: 16px;">Weekend Processing: Most of our warehouses have limited or no weekend operations. Our Washington warehouse has limited Saturday operations, and our Kentucky warehouse has limited Sunday operations. Orders placed over the weekend may begin processing on the next available fulfillment day.</li><li style="font-size: 16px;">Flexible Fulfillment: Depending on inventory availability, your order may ship from a different warehouse or arrive in more than one package. This helps us get available items headed your way as efficiently as possible.</li></ul><h2 id="carrier-updates">Carrier Updates</h2>Small Pet Select uses FedEx and USPS for most orders placed directly through our website. The carrier and service used may vary depending on your shipment.Weather, holidays, and other events can occasionally affect carrier operations and delivery schedules. For the latest information about your shipment, your tracking link is always the best place to start.<ul><li style="font-size: 16px;">FedEx: For current weather and service information, visit <a href="https://www.fedex.com/en-us/service-alerts.html" target="_blank" rel="noopener noreferrer">FedEx Service Alerts</a>.</li><li style="font-size: 16px;">USPS: For current weather and service information, visit <a href="https://about.usps.com/newsroom/service-alerts" target="_blank" rel="noopener noreferrer">USPS Service Alerts</a>.</li></ul><h2 id="plan-ahead-keep-an-emergency-stash">Plan Ahead: Keep an Emergency Stash</h2>A little extra on hand can bring a lot of peace of mind! We recommend keeping an emergency stash of your pet&apos;s everyday essentials, especially hay and food.<ul><li style="font-size: 16px;">Keep Their Favorites Stocked: Having an extra supply of your pet&apos;s favorite hay or food helps keep their daily routine consistent.</li><li style="font-size: 16px;">Reorder With a Little Cushion: Ordering before you reach the bottom of the box gives your pet a comfortable supply while the next order makes its way to you.</li><li style="font-size: 16px;">Be Holiday &amp; Weather Ready: An emergency stash is especially helpful during busy holiday seasons and winter weather, when normal shipping schedules can sometimes change.</li><li style="font-size: 16px;">Don&apos;t Forget the Picky Eaters: If your pet has a particular hay or food they love, keeping an unopened backup is a great way to make sure their favorite is always available.</li><li style="font-size: 16px;">Keep an Eye on Tracking: Once your order ships, use the tracking link in your shipping confirmation email for the latest updates as your package travels your way.</li></ul>Pet-parent tip: When you open your backup supply, that&apos;s a great reminder that it&apos;s time to reorder and replenish your emergency stash.<h2 id="need-help-with-your-order">Need Help With Your Order?</h2>If something doesn&apos;t look right with your order or tracking, please reach out to our Customer Success team. We&apos;ll be happy to take a look and help with the next steps.Reaching out once is all it takes! Your message is in good hands. If you have anything to add, simply reply in the same conversation so all your details stay together and we can help as quickly as possible.Thank you for trusting Small Pet Select with your pet&apos;s essentials. Planning ahead with a little extra hay or food means more peace of mind for you and plenty of the good stuff for them!

Shipping Fulfillment and Updates: Weather, Holidays, and Carrier Impacts

For expedited shipping or special handling requests, please call our Customer Success team at 855-981-8080 so we can take your order over the phone. This lets us coordinate with our warehouse in real time. If you need overnight shipping or would like

<h2 id="how-do-i-request-expedited-shipping-or-special-handling">How do I request expedited shipping or special handling?</h2>For expedited shipping or special handling requests, please call our Customer Success team at 855-981-8080 so we can take your order over the phone. This lets us coordinate with our warehouse in real time.If you need overnight shipping or would like to upgrade to a faster shipping option, we&apos;re happy to share pricing options with you.Please note that expedited shipping is not included in our free shipping policy, and the additional cost is the customer&apos;s responsibility.Overnight shipping is available Monday through Thursday, only for orders placed directly with a Customer Success representative before 4 PM local warehouse time.

Expedited Shipping Options and Special Handling Requests

We ship only to physical street addresses, not P.O. Boxes. Learn which carrier ships your order and how to avoid address errors at checkout.

At Small Pet Select, we want your package to arrive safely and quickly. Here are a few important things to know about shipping addresses and delivery methods.<h2 id="do-you-ship-to-po-boxes">Do you ship to P.O. Boxes?</h2>We&apos;re unable to ship to P.O. Boxes. A physical street address is required for every order so your package can be delivered directly to your door.If your order includes both a street address and a P.O. Box, we&apos;ll ship to the street address.<h2 id="what-if-i-only-have-a-po-box">What if I only have a P.O. Box?</h2>You can sign up for USPS Street Addressing, a free service through your local post office that allows private carriers like FedEx to deliver to your box. Your post office will provide the address to use.<h2 id="what-if-i-already-submitted-a-po-box">What if I already submitted a P.O. Box?</h2>We&apos;ll reach out to request a physical street address. Your order will be on hold until we receive the updated address, so please reply as soon as you can to keep it moving.<h2 id="which-carrier-will-ship-my-order">Which carrier will ship my order?</h2>The carrier is chosen based on the weight of your order:<ul><li style="font-size: 16px;">15 oz or less: USPS</li><li style="font-size: 16px;">More than 15 oz: FedEx Home Delivery</li></ul>Your shipping confirmation email will include the carrier and tracking link for your package.<h2 id="how-can-i-avoid-address-errors">How can I avoid address errors?</h2><ul><li style="font-size: 16px;">Enter only one address in Line 1 (your physical street address).</li><li style="font-size: 16px;">Use Line 2 for apartment or suite numbers only.</li><li style="font-size: 16px;">Double-check your browser&apos;s auto-fill settings and payment apps (like Shop Pay, PayPal, and Apple Pay), since these can sometimes fill in an old or incorrect address.</li></ul><h2 id="still-need-help">Still need help?</h2>If you need help updating your address, please <a href="https://help.smallpetselect.com/en-US/contact" target="_blank" rel="noopener noreferrer">contact us</a>. We&apos;re hoppy to help make sure your order arrives safe and sound.For full details, see our <a href="https://help.smallpetselect.com/en-US/shipping-policy-390429" target="_blank" rel="noopener noreferrer">Shipping Policy</a>.

Shipping Restrictions & PO Box Information

We want to be upfront about the few situations where our regular policies don’t apply. This page brings together all our exclusions for the Picky Pet Promise, returns, and discount codes so you have everything in one place. Our Picky Pet Promise mean

We want to be upfront about the few situations where our regular policies don&#x2019;t apply. This page brings together all our exclusions for the Picky Pet Promise, returns, and discount codes so you have everything in one place.<hr data-start="669" data-end="672">Our Picky Pet Promise means we stand behind the quality of our products. However, a few items are excluded from this guarantee and cannot be returned, refunded, or exchanged unless an error was made on our end, such as sending the wrong product or incorrect quantity:<ul data-start="768" data-end="877"><li data-section-id="11girwj" data-start="846" data-end="877" id="isPasted">Tropical Trio Birthday Cake</li><li data-section-id="xxvyjd" data-start="768" data-end="816">Subscription boxes &#x2014; Bunny Box and Piggy Box</li><li data-section-id="1p4ef0i" data-start="817" data-end="845">Value Choice Timothy Hay</li></ul>The Tropical Trio Birthday Cake is baked and personalized just for your pet (yes, really!), making it a one-of-a-kind celebration that can&#x2019;t be restocked or resold.<hr data-start="997" data-end="1000"><h3 data-start="1002" data-end="1036" id="return-policy-exclusions">Return Policy Exclusions</h3>For health and safety reasons, some items can&#x2019;t be returned unless they arrive damaged or incorrect:<ul data-start="1140" data-end="1317"><li data-start="1140" data-end="1188" style="font-size: 16px;">Perishable goods and opened food/treat items</li><li data-start="1189" data-end="1229" style="font-size: 16px;">Custom orders or made-to-order items</li><li data-start="1230" data-end="1317" style="font-size: 16px;">Products listed above under Picky Pet Promise / Satisfaction Guarantee Exclusions</li></ul><hr data-start="1319" data-end="1322"><h3 data-start="1324" data-end="1358" id="discount-code-exceptions">Discount Code Exceptions</h3>We understand that saving on your pet essentials is important, so here&#x2019;s a quick rundown of when discount codes can&#x2019;t be used:Auto-Ship &amp; Save products These are already discounted to make your life easier. If you&#x2019;ve got any of these in your cart, the system won&#x2019;t allow additional discounts unless they are auto-ship specific promotional offer. You can always switch them to a one-time purchase and your discount code should work.One discount at a time You can only apply one discount or promo per order &#x2014; no stacking. This includes deals you see during checkout.Value Choice Timothy Hay Already priced at the lowest possible rate, so no extra discounts apply. Also excluded from our Satisfaction Guarantee.&#xA0;One-time use codes Our discount codes can only be used once per customer.Minimum purchase amount Some rewards have a minimum spending requirement &#x2014; details are on our <a data-start="2232" data-end="2260" href="https://shop.smallpetselect.com/pages/rewards">Rewards Landing Page</a>.

Policy Exceptions

Refunds, Replacements, and Store Credit. We’re pet parents too, and we want you (and your crew) to be happy with your order. If something arrives damaged, incorrect, or not as expected, please contact us within 14 days of receipt so we can help. Ther

Refunds, Replacements, and Store CreditWe&#x2019;re pet parents too, and we want you (and your crew) to be happy with your order. If something arrives damaged, incorrect, or not as expected, please contact us within 14 days of receipt so we can help.There are cases where we may limit or refuse refunds, replacements, or store credit to keep things fair for all customers. This may depend on:<ul data-start="482" data-end="593"><li data-section-id="2h582" data-start="482" data-end="501" style="color: rgb(0, 0, 0);">Type of product</li><li data-section-id="dh4dkj" data-start="502" data-end="525" style="color: rgb(0, 0, 0);">Time since delivery</li><li data-section-id="62zodj" data-start="526" data-end="552" style="color: rgb(0, 0, 0);">Communication received</li><li data-section-id="625jiy" data-start="553" data-end="593" style="color: rgb(0, 0, 0);">Order history or pattern of requests</li></ul>Each case is reviewed individually. While we take every concern seriously, we can&#x2019;t guarantee the same outcome every time.<hr data-start="719" data-end="722">Our GuidelinesOwnership of Returns Small Pet Select does not take ownership of returned items until they arrive at our warehouse. At our discretion, a refund or store credit may be issued without requiring a return. In these cases, we do not take title to the credited item.One Resolution per Order Concern If a replacement or store credit is offered to resolve an issue, it is considered the final resolution for that order concern. Store credit is treated the same as a replacement. Once a resolution has been provided, additional replacements, refunds, or store credits are not available for that same concern.Exceptions may be made if we&#x2019;ve made an error, such as sending the wrong product, wrong quantity, or incorrect size.Double Replacements We do not issue refunds, store credits, or replacements on replacement orders or on orders where a store credit has already been applied. These situations are considered double replacements and are not eligible for additional resolution.An exception may be made if the issue is due to an error on our part, such as sending the wrong product or incorrect quantity.Requests After 14 Days In some cases, we may accept a return beyond 14 days; in these instances, return shipping is the customer&#x2019;s responsibility.Replacement Shipping Address Replacements can only ship within the continental U.S.A.<hr data-start="2117" data-end="2120">What We Need From You Please include:<ul data-start="2167" data-end="2428"><li data-section-id="skafw4" data-start="2167" data-end="2188" style="color: rgb(0, 0, 0);">Your order number</li><li data-section-id="10nqrgc" data-start="2189" data-end="2225" style="color: rgb(0, 0, 0);">A brief description of the issue</li><li data-section-id="1h8emkc" data-start="2226" data-end="2294" style="color: rgb(0, 0, 0);">Photos (required for damage, wrong product, or quality concerns)</li><li data-section-id="1w9oxe0" data-start="2295" data-end="2428" style="color: rgb(0, 0, 0);">If your order was placed on Amazon: attach the invoice PDF showing purchase date, name, address, product, and Amazon order number</li></ul><hr data-start="2430" data-end="2433">ExceptionsThe Tropical Trio Birthday Cake is excluded from our Satisfaction Guarantee and return policy. Each cake is baked and personalized just for your pet (yes, really!), making it a one-of-a-kind celebration that can&#x2019;t be restocked or resold. It&#x2019;s made with lots of love for a special day, which means we&#x2019;re unable to accept returns or exchanges.Subscription Boxes (Bunny Box, Piggy Box) are excluded from our Satisfaction Guarantee and return policy because each box is carefully curated with seasonal and limited-edition items. We cannot accept returns on full boxes or individual items inside them.If something arrives damaged or there&#x2019;s an issue with your subscription box, please contact our Customer Success Team so we can review.Value Choice Timothy Hay is excluded from our Satisfaction Guarantee and return policy.<hr data-start="3283" data-end="3286">Amazon OrdersIf your order was placed on Amazon, please contact our Customer Success Team with your order information and concern. Include the Amazon invoice PDF so we can assist you.

Refunds, Replacements, and Store Credit

Why does my browser say your site has so many trackers?. Some browsers and privacy tools count every script our site uses and call them “trackers.” These tools help your cart work, show you past items, and keep the site running smoothly, so the numbe

Why does my browser say your site has so many trackers?Some browsers and privacy tools count every script our site uses and call them &#x201C;trackers.&#x201D; These tools help your cart work, show you past items, and keep the site running smoothly, so the number can look much larger than it really is. &#xA0;Your personal and payment details are always safe. Checkout is fully encrypted, and we never sell your information. If you prefer, you can block non-essential trackers in your browser and still shop without any issues. &#xA0;

Privacy & Trackers Concern

We value your privacy and do not sell or share your personal information with outside parties. We may use your email address to send follow-up or retargeting emails about our products, promotions, or updates you might be interested in. You can opt ou

&#xA0; We value your privacy and do not sell or share your personal information with outside parties. We may use your email address to send follow-up or retargeting emails about our products, promotions, or updates you might be interested in.&#xA0;You can opt out of these emails at any time by clicking &#x201C;unsubscribe&#x201D; at the bottom of any email.

Privacy & Email Use

Learn about our hay box styles, which sizes come in which box type, and why we ship hay directly in its box without an outer shipping box.

At Small Pet Select, we&apos;ve designed our hay boxes specifically to keep your hay as fresh as possible. Here&apos;s what to expect when your order arrives.

<h2 id="how-we-ship-hay">How we ship hay</h2>

Your hay ships directly inside its specially designed hay box &#x2014; you&apos;ll notice the shipping label is applied right to the outside of the box. We don&apos;t use an outer shipping box. Our hay boxes are built to let the hay breathe while protecting it from sunlight and handling during transit, which helps preserve its freshness and quality.

<h2 id="box-styles-by-size">Box styles by size</h2>

We offer two different box styles depending on the size you order:

<ul>
 <li>2 lb, 5 lb, 10 lb, and 12 lb sizes: These come in a flap-style box that opens from the sides.</li>
 <li>20 lb and 40 lb sizes: These come in a top-open box that opens from the top, similar to a standard shipping box.</li>
</ul>

If you&apos;d prefer a top-open box, choosing a 20 lb or 40 lb size is the best option. You can see an example of each box style by selecting different weights on our product pages.

<h2 id="can-i-request-double-boxing-or-a-bag">Can I request double-boxing or a bag?</h2>

We understand some customers are used to receiving hay in sealed plastic bags or inside an outer shipping box. Unfortunately, double-boxing and sealed bag packaging are not options we currently offer for any hay size or order type.

Occasionally, orders that include multiple hay boxes or additional items (like toys or chews) may be packed together inside a larger shipping box based on total order weight &#x2014; but this isn&apos;t guaranteed and can&apos;t be requested.

<h2 id="concerned-about-your-order">Concerned about your order?</h2>

If your hay arrived with damaged packaging or you&apos;re worried the product may have been compromised during shipping, please contact our Customer Success team within 48 hours of delivery. Include photos of the exterior of the box, any visible damage, the hay inside, and the shipping label. Please hold on to all packaging materials until our team has had a chance to review.

You can reach us at <a href="https://contact.gorgias.help/en-US/forms/zhhaokey">Contact our Customer Success team</a>.

How is my hay packaged and shipped?

Reach out to our Customer Support team via email

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Shipping, Policies and Guarantees