If you are not satisfied with the quality of the product, we ask that you please contact the Customer Service Desk. Emails are typically answered within 1 business day (excluding weekends and holidays). You can also call 855-981-8080. If we are not able to answer the phone, please leave a voicemail and we'll get back to you ASAP.
When customers report a problem it is very helpful to also have photos, especially on hay orders. Due to the nature of the products we're dealing with (in particular the hay products), it's impossible to have "perfect quality" every time throughout the entire batch. We wish this were possible, but it just isn't.
There may be some brown leaf in some parts, some parts may be drier than others, and there is occasional weed or other contamination. We do our best to select the highest quality and we also do a lot of quality control. We really are focused on providing the very best quality possible.
However, with hay, there will be variances in quality throughout the box, and there will be some variance in quality from box to box. This is true for any other hay supplier in the marketplace as this is the nature of agricultural products. There is no way to be 100% perfect, but what we can do is make it our aim to have the absolute highest standards possible and provide superior value to our customers. This is what we aim for every day.
With that said, we do provide store credits or replacements on boxes of which the quality is not acceptable and where we have made a mistake. We just ask that you provide photos and work with us.
Please ensure you report all issues with your order (i.e. missing items, delivery issues, product concerns) within 30 days.
We reserve the right to limit refunds, store credits, and replacements.
In very few extenuating circumstances, we may agree to a return more than 30 days after purchase: if you want to return something outside of 30 days, you the customer will be responsible for the return shipping.