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Problem with an Order or Product?Updated 3 months ago

I've received my order, but there's a problem with the product. What should I do first?

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 the matter swiftly and effectively.

Providing a photo of the product issue will help expedite the resolution.

How do I report a problem with my order?

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's contact form. We're ready to assist and guide you through the process.

What information should I provide when I report an issue?

To help us better understand the situation, please include the following details in your report:

  • Order Number: This will help us quickly locate your purchase in our system.
  • Description of the Issue: Is the product damaged? Is there a quality concern?
  • Photographs: If there'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.

What happens after I report a problem with my product?

Once we receive your report, our team will review the details and photographs you've provided. We'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.

How can I ensure a smooth resolution process?

Here are a few tips:

  1. Report Promptly: Let us know about the issue as soon as you can.
  2. Keep the Product: Please keep the product as it is until we advise further.
  3. Provide Accurate Information: The more details you can provide, the better we can assist you.

I received my order, but I'm missing some products? I can't find some of the items I purchased. What should I do?

Don'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'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've checked, but I still can't find the items. What's next?

No problem! If you've thoroughly checked and can't find the items, please reach out to our customer support team. They'll be happy to assist you in resolving the issue.

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