FREQUENTLY ASKED QUESTIONS
How do I store my hay?
Hay needs air to breathe. Hay should not be allowed to get wet and should never be stored in closed, airtight containers or plastic bags. Moisture, if present, can promote mold. Select a location that has good air circulation and low to medium humidity. Living spaces that are air conditioned and heated are the best choice.
When you receive your hay, completely remove the plastic bag it was sent in, and return the hay to the shipping box or place it in an open Rubbermaid container.
How long can I store the hay? Will it go bad?
If stored properly out of sunlight and no moisture, hay will stay good for more than a year. It does tend to dry out when in small batches (like the sizes you buy from us) so try and order at least every 4-6 months.
I don't know which size to order, in what size boxes do you ship your hays?
2nd/3rd Timothy Orders:
- 5 lbs is a 24 x 18 x 4 box
- 9 lbs is a 24 x 18 x 8 box
- 15 lbs is a 24 x 18 x 10 box
- 25 lbs is a 24 x 18 x 12 box
- 45 lbs is a 24 x 18 x 20 box
- If you are adding 10 lbs of pellets, increase the box size by 2 inches.
How do I store the pellets?
Pellets can be stored in a dry, airtight container. As always, make sure that the pellets do not sit in direct sunlight. Do not allow them to get wet.
You can also store your pellets with KMS Hayloft air tight containers with lids & scoops! These durable cute pails have a scoop inside for easy distribution of your pellets and snap air tight to keep your pellets fresh. Containers are white so sunlight won't diminish the stabilized Vitamin C no matter where you store them!
When you order your 10 lb pellets with this handy pail, they will ship inside so you don't even have to transfer your pellets before you start using your new container! =) Container is approx 10" x 8" x 10", and has a handy carry handle to make it easier for you to transfer your pellets from room to room, or cage to cage.
At this time these Pellet Pails are only available with the purchase of your KMS Hayloft Pellets.
How long does the Vitamin C last in my pellets?
We guarantee the Vitamin C in your feed for 225 days when stored properly.
Can I refrigerate/freeze my pellets?
Pellets should not be frozen since the pellets can absorb additional moisture during thawing. In addition, our stabilized vitamin C is not guaranteed if the pellets are frozen. Refrigeration is also advised against due to moisture issues.
Are the pellets only for guinea pigs? 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 (guinea pigs). 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. Keep your eyes open, we will be adding rabbit pellets in the near future!
- Are there any local stores where I can buy your products?Not at this time, but we are working on it!
I know I have an account, but it keeps saying my email address isn't registered. Why?
When we launched our brand new website it didn't keep any of your information from before. If this is your first time logging in since then 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.
How can I receive updates to new products and product availability?
At the bottom of every page, there is a place to sign up for the newsletter.
In the past we used to send emails to every single customer in our database. This process was very time consuming and our email program couldn't handle sending that many emails at once. Starting September 1, 2012 we have been only sending you email updates if you are subscribed to the newsletter. We only send out approximately 4 - 7 emails a year and all of these contain information about new hay, sales, or new products! If you want to stop receiving newsletters from us, just click on unsubscribe.
I don't have a Paypal account, how do I pay?
You don't need a Paypal account to use our payment system. You can certainly use Paypal if you like, but our new website also allows for you to use a debit or credit card you want with ease of use. Just click on your preferred payment method. You can also pay by check or money order, if you choose that option you will get the address to send it to.
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 UPS 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. The only exception to this is if you are purchasing 10 lbs of either kind of pellets ONLY, no hay or pails. In this case, choose the "10 lbs medium flat rate pellets" in the pellet section and the price includes the pellets, shipping and handling!
Do you ship hay and pellets to foreign countries?
We do! At this time we do not ship hay outside of the United States and Canada, but using USPS we can ship pellets to the UK, Singapore, and Hong Kong and Brazil. 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.