Damaged, Missing, or Wrong ItemsUpdated 19 days ago
We’re sorry to hear that 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)
The specific concern
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, please provide photos of your concern, exterior and interior of the products and details of the issue. This is required from the carrier to file a claim if needed.
We will review and follow up with you for the best course of action.
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 they 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.
If it’s safe and usable, we may ask you to donate the incorrect item to a local shelter or rescue
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. For delivery concerns we ask that it be no less than 48 hours.
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.