If for some reason you are not satisfied with the quality of the product we ask that you please contact us through the "Contact Support" Link and provide as much information as possible. We will respond to you within 24 hrs.
When we encounter 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 is 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 very best quality and we also do a lot of Quality Control on our end. We are really 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 - and 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 refunds or replacements on boxes in which the quality is not acceptable and where we have made a mistake. We just ask that you provide photos and work with us.