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FREQUENTLY ASKED QUESTIONS
You asked? We answered!
HAY
- How do I store my hay?
Hay needs air to breathe. Make sure that the plastic bag we ship your hay
in is opened when you receive your order, and that you store the hay in a
place it will never get wet. Never store the hay in airtight
containers. Moisture can collect and promote mold.
- How long can I store the hay? Will it go bad?
With proper ventilation and storage, hay can stay good for up to a year.
- I don't know which size to order, in what size boxes do you ship your
hays?
- 5 lbs is a 12*12*12 box.
- 9 lbs is a 14*14*14 box
- 15 lbs is a 18*18*12 box.
- 25 lbs is a 18*18*16 box.
- 45 lbs is a 18*18*24 box.
If you add pellets to your order, the box sizes may change slightly.
PELLETS
- How do I store the pellets?
Pellets can be stored in a dry, airtight container similar to a Rubbermaid
or Tupperware container. As always, make sure that the pellets do not sit
in direct sunlight. Do not allow them to get wet.
- How long does the Vitamin C last in my pellets?
We guarantee the Vitamin C in your feed for 225 days.
- Can I refrigerate/freeze my pellets?
Pellets should not be frozen, as additional moisture can build in them
during thawing. In addition, our stabilized Vitamin C is not guaranteed if the
pellets are frozen. Refrigeration is also advised against for the moisture
issues it may cause.
- Are the pellets only for cavies? Do you have a rabbit formula?
At this time, the Timothy Choice and the Alfalfa Complete pellets were
specifically formulated for the nutritional needs of cavies. They are
both guinea pig feeds. Having said that, we have thousands of rabbit,
chinchilla, and degu owners (and one turtle!) who feed these pellets to
their animals. They are safe and nutritious for all small animals. As
always, we recommend that you ask your vet before switching feeds.
PRODUCTS
- Are there any local stores where I can buy your products?
Not at this time.
YOUR ACCOUNT
- I know I have an account, but it keeps saying my email address isn't
registered. Why?
In July of 2011 we launched our brand new website and the new website
didn't keep any of your information from before. If this is your first
time logging in since July you will need to re register as if you were a
new customer just this once. We're very sorry, but we can no longer access your old order records.
PAYMENT
- I don't have a Paypal account, how do I pay?
You don't need a Paypal account to use our payment system. Simply choose
Paypal as your payment method (for eChecks, debit and credit cards) and it
will take you to a fully secure screen that allows you to pay using those
methods without signing up for anything.
ORDERS & SHIPPING
- Can I call you and place my order over the phone?
Not at this time. We regret that we have no way to process your payments over
the phone. We are always happy to assist you via email with the ordering
process, but need the record of your order and payment on our website for
tax purposes.
- I placed my order and now I want to make changes to it.
No problem! We can edit your orders for you. Drop us an email and we will
be happy to assist you!
- Can I choose USPS instead of FedEx if I want to pay the extra charges for shipping?
No, USPS is for AK, HI, PR and orders outside of the United States only.
- Do you ship hay and pellets to foreign countries?
We do! At this time we do not ship hay outside of the United States, but
using USPS we can ship pellets anywhere in the world. Just email us with
your full name and complete address for a quote. We have found that the
most cost effective way to ship pellets internationally is to use a flat
rate box, and ship 20 lbs or 10 lbs at a time.
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