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Damaged, Missing, or Wrong ItemsUpdated 3 hours ago

We’re so sorry to hear something wasn’t right with your order. Whether a product was damaged, missing, or not what you expected, we’re here to help make it right.


📸 Step 1: What We Need From You

Please send us the following to speed up your resolution:

  • Your order number

  • A brief description of the issue

  • Photos of:

    • The item(s) you received

    • The shipping box (exterior and interior, if damaged)

    • The product label (if wrong item)

You can upload these directly in your support request or reply to your confirmation email with attachments.


🚚 Damaged in Transit

If your box arrived wet, crushed, or opened, we can:

  • Issue a replacement, refund, or store credit

  • Report it to the carrier (UPS/USPS) to help prevent future issues

Tip: To avoid weather damage, we recommend signing up for UPS My Choice to manage delivery times and instructions.


📦 Missing Items

Before assuming something is missing, please check:

  • Inside the hay box (we often pack small items inside)

  • If your order included multiple boxes that may arrive separately

  • If the box was opened from the bottom (labels are placed on the top)

Still can’t find it? Let us know and we’ll investigate right away.


🔄 Wrong Item Received

If you received the wrong product, we’ll gladly ship the correct one to you.
We may ask you to donate the incorrect item to a local shelter if it’s safe and usable.

Let us know:

  • What you ordered vs. what you received

  • If you'd like a replacement or store credit


⚠️ Important Timelines

All order issues must be reported within 14 days of delivery.
See our full return policy here:
➡️ Return Policy


💚 We’re Here to Help

Our team takes every concern seriously and will work quickly to resolve it.
Submit a request here or reply to your order email—we’re on it.

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