Damaged, Missing, or Wrong ItemsUpdated 20 days 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.