Useful Information


Delivery - FAQ

Can I get Free Delivery?
Yes! We're happy to offer FREE DELIVERY on orders over £60 for delivery to the UK.
There are a few exclusions, such as delivery to remote areas (’highlands & Islands’) and some bulky items (like the 22.7kg boxes of Oxbow hay), though our Shipping Estimator in the shopping cart will keep you informed with all your delivery options while you shop.
Which Courier Do You Use?
We use several different couriers so we can deliver to you as quickly as possible - and you have the option of choosing which courier we use for your delivery if you have a preference. Just select from the courier options during checkout, and you can leave delivery instructions for them too. On rare occasions, we may need to dispatch via a different courier than the one you selected because of parcel weight/size limitations. If this is the case, we will let you know.
Our current couriers include DPD, DHL (UK Mail) and ParcelForce.
I need something urgent - tomorrow/Saturday. Can you help?
Of course. We offer a Priority Dispatch service for delivery the next working day (order by 11am), and a Saturday service too (order latest 11.30pm Friday). If you've missed the cut-off time, do give us a call - if we can help, we will!
How Do I Track My Order?
If you've selected delivery by courier, our courier will send you a tracking link, and give you a delivery time estimate on the morning of your delivery. Please contact us for tracking of Royal Mail postal deliveries, and we'll be happy to send you the details.
What Do I Do if Something's Not Quite Right With My Delivery?
We're here to help, so please get in touch as soon as you can. If the box is damaged, please sign for it as damaged if the courier is still with you, and take a photo of the box and anything damaged inside the box. We'll talk you through what else is needed depending on the situation.
Do You Deliver To My Country?
We currently deliver to the UK, the EU, USA, Canada, Singapore - and we're adding to this list all the time. For a quick check, pop something into your shopping cart and view/edit shopping cart. The full list of countries we are currently shipping to will be displayed, along with available delivery options.
Do get in touch if your country is missing or you need more delivery options to your area, and we'll be happy to help.
I have an International delivery address. Are there any import duties?
There may be. Please contact your local customs office for details of any import duties or taxes that may be due. These differ from country to country and are outside of our control. We may be able to offer a 'duty already paid' delivery option in the future, and this will be available at checkout as a separate shipping option once this has been arranged.


Ordering FAQ

What Payment Methods Do You Accept?
We accept Card, PayPal, Amazon Pay, Bank Transfer and mobile payment methods, such as Apple Pay too.
How Do I Use Amazon Pay?
If you have an account with Amazon, you can buy goods from our website using your Amazon account. Simply select what you would like to buy, and go to checkout. You'll see the Amazon Pay button on the first page of the checkout process; simply click this and follow the instructions. You'll need to log into your Amazon account and select the delivery address. Once complete, you'll be returned to our site to finalise the order. Simple!
Can I Add a Gift Message to My Order?
Yes - we'd be delighted to add in a message on your behalf. The area to add a gift message is within the shopping cart (go to 'View & Edit Shopping Cart'). Click on 'Gift Message' tab which is located on the left below the shopping cart (and discount/gift voucher code boxes) and the gift message area will expand once selected. You can also email or phone your message in (please include your order number) and we'll do the rest!
Can I Add to My Order?
Of course! Just let us know what you'd like adding, and we'll do the rest.
Can I Phone My Order In?
Of course! Our office hours are 9am - 5pm, Monday to Friday (excluding Bank Holidays), so please call during these hours at your convenience. The website is open 24/7.
Where Do I Redeem My Loyaly Points, Discount Code or Gift Voucher?
These can all be redeemed on the Payment page during checkout (after the shipping details page). Gift Vouchers and Discount Codes can also be redeemed on the shopping cart page.
Do You Have Any Discount Codes Right Now?
To receive details of our offers or special promotions, please keep an eye on our Facebook, Instagram and Twitter pages, and sign up for our Newsletter email for details of any promotions or offers. We also advertise in Bunny Mad! and Rabbiting On magazines, and can run promotions there too.
We don't run offers via any of the many 'coupon sites' that have appeared in recent years.


Gift Voucher FAQ

Can I buy an eMail Gift Voucher for Someone?
Yes! And we're sure they will love a Hay Experts Gift Voucher - we have lots of goodies for the little ones and many animal themes goods for the home too. Vouchers can be purchased from just £5, and in any amount you require. You can also include a gift message, and we'll email the recipient the details directly for you if you choose an eMail Gift Voucher, or post out a Gift Voucher Card if you prefer.
How is a Gift Voucher Redeemed?
The Gift Voucher email will contain a code that is entered during checkout, and can be used for any goods within our store. Plus it does not have to be redeemed all at once, so can be used on a number of occasions if preferred.
How long is the voucher valid for?
Gift Vouchers are valid for 1 year after the date of issue - so you've plenty of time to buy some yummy goodies!
My Friend Says They Have Not Received Their eMail Gift Voucher! Help!!
Worry not - we can re-send it for you, it is no problem. Ask your friend to check their spam folder too - the email may be there, depending on their email settings.
Can I Buy a Physical Gift Voucher to Give to Someone?
Sure - just select the Gift Voucher Card product item, and we will send you your Gift Voucher.


Account FAQ

Do I Need an Account to Place an Order?
No - you are welcome to check out as a guest, though please note that your order will not qualify for Loyalty Points.
If this is the first time you have shopped with us (hello!), you can create an account after placing your order if you'd like to, but it is not necessary if you don't want to.
How do I manage my Newsletter Subscriptions?
Log into your account (Sign In is top right of your screen), then navigate to the 'NEWSLETTER SUBSCRIPTIONS' area from the account menu on the left. You can manage all your email preferences from here.
What Else Can I Do in My Account Area?
You can manage your addresses, check on past orders (handy if you want to repeat an old order), manage stored payment methods (note we don't store any details on our servers, this is securely managed by the card processor for your safety), manage Social Account logins, Order & Repeat subscriptions, Gift Card balances, and Support Tickets to name but a few!
Can I Delete My Account?
Easily! This can be handled via your account area. Log in as normal, and navigate to the 'ACCOUNT INFORMATION' area. Here you'll be given the option to delete your account. Once confirmed, all your account details will be removed from our system.


Order & Repeat Subscription FAQ

Can I Get My Order Sent to Me Every Month?
Yes! We can send your subscription items out at 1, 2 or 3 monthly intervals - or if you prefer a different interval please get in touch and we can arrange this for you. Similarly if there's a product you'd like on subscription not yet in our scheme, please get in touch prior to ordering and we'll be happy to add it for you.
Can I Suspend My Subscription?
Yes - you can suspend or cancel your subscription via your account area, or via the email link you were sent if you checked out as a guest. If you need some help with this, please get in touch and we'll be happy to assist you.
Whilst subscriptions can be suspended or cancelled, it is not possible to edit a subscription order. We recommend starting a new subscription in this instance.


Rescue WishList FAQ

Help! Where's the Rescue Wishlist Page - I want to buy something for my favorite Rescue!
Pop over to the Rescue Wishlist Page from here. You can also find it from the top left link (giftbox, next to the social media icons).
I Run a Rescue - How Do I Join Your Wishlist Scheme?
Please get in touch with details of your rescue - plus links to your Facebook page and Website page if you have one!
I Don't Know the Delivery Address of the Rescue I'd Like to Buy For - Does That Matter?
Nope! Once a Rescue has registered with us, and you select items from their wishlist to send to them, our website does the hard work for you! Just check out as normal. You'll notice the shipping address is pre-populated for you.
Can I Include a Gift Message With My Donation?
Yes - please do. The rescue will be thrilled with their new donation and would like to know who is supporting them. To enter a gift message, click on the shopping bag, then 'View/Edit Cart'. Scroll down the page a little, and the Gift Message area will be seen - click on 'Gift Message' to expand the area.
If you prefer to send your donation anonymously, just let us know in the shipping or order comments as you place your order, or message us separately.