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Frequently asked Questions

Searching for answers about your furry friend? Curious how our subscription service works? We've got answers for you! Take a look below at some of our frequently asked questions.


Products

SHOULD I BUY 1ST OR 2ND CUTTING TIMOTHY HAY FOR MY PET?

Just like people, your furry friend may have an individual preference for one cutting over another. Each cutting has different characteristics:

1st Cutting Timothy Hay has a coarse texture, thick stems and a lot of seed heads. It's high in fiber and lower in protein and fat content compared to second cutting. This is a good option if your pet has a little extra weight, so they can feed freely without the worry of overindulging.

2nd Cutting Timothy Hay is leafy and tender, with thinner stems, shorter seed heads, and broad, flat leaves. Second cutting has higher protein and fat content than the first cutting, making this a good option for most adult rabbits & small pets.

WHAT'S THE DIFFERENCE BETWEEN NATURAL TIMOTHY AND ORGANIC TIMOTHY HAY?

Andy’s Organic Timothy Hay is the only USDA certified organic Timothy Hay on the market for small pets. There are health and environmental benefits to feeding your small pet an organic diet.

Our Natural Timothy Hay is made without GMOs, additives or preservatives.

Both our natural and organic Timothy are sun-cured, grown and packaged in the Pacific Northwest with the highest level of care and attention to detail to keep your pet happy and healthy.

CAN I FEED MY ADULT RABBIT ALFALFA HAY?

Alfalfa hay is actually a legume hay that is high in protein, fat and calcium. Because of this blend of high calories and nutrients, alfalfa is recommended for young, pregnant or nursing pets.

Small amounts of alfalfa can be fed to adult pets as a treat, but in moderation. Too much alfalfa can lead to weight gain, urinary stones and other health issues from the higher calcium content.

Orders & Shipping

WHEN WILL MY ORDER GO OUT?

We offer same day shipping for orders placed before 3:00 pm EST, so you can rest assured that we're already working preparing your shipment just minutes after you place your order!

WHEN WILL I RECEIVE MY ORDER?

Most customers will receive their orders within two days.

DO YOU OFFER FREE SHIPPING?

We do! All orders over $50 automatically qualify for free shipping.

WHAT IF I PLACE MY ORDER OVER THE WEEKEND?

Orders received after 3:00 pm EST on Friday (or on Saturday or Sunday) will be processed the following Monday (unless Monday is a federal holiday).

WHERE DOES ANDY SHIP TO?

We currently ship anywhere in the United States.

HOW CAN I TRACK MY DELIVERY?

Once your order ships out, you'll receive an email from us that includes tracking information for your package.

ITEM(S) IN MY ORDER ARRIVED DAMAGED

If any of the items in your order have arrived damaged, please email us at support@andy.pet. We offer a 100% satisfaction guarantee, so we will replace any damaged items. 

ITEMS IN MY ORDER ARE MISSING

If any of the items in your order are missing, send us an email at support@andy.pet and we'll make sure to help you out!

Subscriptions

HOW DOES SUBSCRIBE & SAVE WORK?

On our product page, you can select the subscription option, select how often you would like to receive your product, and that's it! Your Andy products will show up on your doorstep at just the right time. You can change the delivery frequency or cancel your membership at any time.

HOW MUCH WILL I SAVE?

You’ll save 10% off your first subscription order and 5% on each additional order. You’ll also get free shipping on any order over $50. Plus, each purchase will get loyalty points to earn additional savings on future orders! 

CAN I CANCEL MY SUBSCRIPTION?

Yes, you can cancel any time. There are no contracts or minimums, so feel free to pause, update the timing for your next order, or cancel any time, no strings attached.  

HOW OFTEN WILL I GET MY ORDER?

Select whichever options fits your needs best, from once every two weeks to once every three months. You’ll get nature’s freshest hay for your rabbit, guinea pig, chinchilla or other small pet delivered to your home at just the right time. If you find out that the timing isn’t right, you can always adjust the frequency of your subscription. 

WHEN WILL MY CREDIT CARD GET CHARGED?

Your credit card will be charged immediately on your first order, and three days prior to shipping each order after that.

Returns

DO YOU OFFER A 100% SATISFACTION GUARANTEE?

Yes! We want you (and more importantly, your pet!) to be completely satisfied with our products. Please contact us if you aren’t happy with any Andy product, for any reason and we will send you a replacement or issue a store credit. 

HOW DO I RETURN MY PRODUCT?

Contact our customer service team within 14 days of receiving your product at support@andy.pet to let us know the reason for your return, and we’ll either issue a store credit or ship you a new product. We’ll ask you to send us a picture of your product and the reason for the return. 

HOW LONG DOES IT TAKE TO RECEIVE A NEW PRODUCT?

Store credits and replacements usually take 7-10 business days from the time they’re processed. A new product replacement will usually ship within 2-3 business days and shipping should take 2-3 business days to arrive. When your package ships, you’ll receive an email that includes tracking information and shipping details.  

 

Andy Family Loyalty Program

What is the Andy Family?

The Andy Family is a loyalty rewards program. Once you sign up, you’ll earn points that you
can redeem for discounts on future purchases.

What does it cost to join?

It’s completely free! We love rewarding our loyal customers (and their pets!).

How do I earn points?

You earn two points for every dollar you spend on our website. Plus, you'll earn points for different activities you complete, like leaving us a review (bonus points for leaving a photo or video!), referring a friend, and you can even get rewards on your birthday or anniversary!

Why aren't My points showing up in my account?

After you complete a purchase, there can be a slight delay in having the points show up in your account. This can take up to 24 hours, so check your account after one day and your poinsts should appear!

How do I redeem points?

It's simple! When you're ready to redeem your points just click Redeem My Points, copy your code, and paste your code at checkout.

Do my points expire?

Yes, your points will expire if you're inactive for twelve months. We'll send you reminders so you don't miss out on using your points!

How do I get in the Very Important Pet (VIP) tier?

Our tiers are based on how much you spend over a twelve-month period. Once you spend over $200 with us you'll automatically be upgraded to our VIP tier.

Pet Questions - all about Rabbits

WHAT SHOULD MY RABBIT EAT?

Good quality hay should make up 75% - 80% of your rabbit’s diet. Rabbits need hay to keep their digestive system healthy and to wear down their teeth (did you know that a rabbits teeth continually grow?!). Hay should always be available so your rabbit can graze naturally.

Rabbits can also have high quality pellets, just make sure not to overfeed.

There are also plenty of tasty fruits and vegetables that rabbits enjoy - but again, make sure to feed in moderation. Read more about what rabbits can (and can't) eat in our blog post: What do rabbits eat?

HOW MUCH HAY SHOULD I FEED MY RABBIT?

Rabbits should always have access to fresh hay. It can be fed loose or can be given in a hay feeder.  

An average sized bunny (around 5 pounds) will generally eat two to three pounds of hay per week. Timothy hay should make up 75% - 80% of a rabbit’s diet and should be fed in unlimited quantities daily and never restricted unless directed by a veterinarian.

SHOULD I FEED MY RABBIT ALFALFA?

Alfalfa hay is a legume hay that is high in protein, fat and calcium. Because of this blend of high calories and nutrients, alfalfa is recommended for young, pregnant or nursing pets.

Small amounts of alfalfa can be fed to adult pets as a treat, but in moderation. Too much alfalfa can lead to weight gain, urinary stones and other health issues from the higher calcium content.

WHICH FRUITS AND VEGETABLES ARE SAFE TO FEED MY RABBIT?

Your rabbit will be at its happiest eating vegetables every day and fruit once a week. Some approved vegetables include cabbage, kale, broccoli, parsley, and mint.

Some approved fruits include: Blackberries, Blueberries, and grapes. Apples (seeds removed), and bananas are high in sugar and should only be fed to rabbits as a treat.

 WHAT TYPES OF FOOD ARE BAD FOR MY RABBIT?

It's always best to double-check which foods are good for your rabbit, or which foods to avoid. You'll also want to give small amounts of new foods to make sure your rabbit handles it well. Here are a few of the foods you should avoid feeding to your rabbit:

  • Iceberg lettuce
  • Potatoes
  • Avocados
  • Chocolate
  • Fruit seeds/pits
  • Raw onions, leeks or garlic
  • Meat
  • Eggs
  • Dairy
  • Beans
  • Rhubarb
  • Processed foods (bread, pasta, cookies, crackers, chips, etc.)

WHAT SIZE SHOULD MY RABBIT’S CAGE BE?

One to two rabbits should have at least 12 square feet, plus a rabbit run or playtime outside of their enclosure for them to exercise. Bunnies like to have an enclosed area to sleep, a two-tiered rabbit condo can make for a good space-saving rabbit hutch.

HOW LONG DO PET RABBITS LIVE?

Domestic rabbits can live between 8 and 12 years with lots of TLC.

Pet Questions - all about Guinea Pigs

WHAT SHOULD MY GUINEA PIGS EAT?

The preferred basic diet for guinea pigs is unlimited amounts of Timothy, supplemented with smaller amounts of a commercial, high-fiber, Timothy-hay based guinea pig pellets. Vitamin C should be given each day. Hay should be offered free choice throughout the day.

HOW MUCH HAY SHOULD I FEED MY GUINEA PIG?

Guinea pigs need at least three ounces of hay each day, so each piggy should go through about 6 pounds of hay each month. Guinea pigs also require vitamin C, which they should eat in healthy natural forms like rosehips and fresh veggies or in a fortified guinea pig pellet.

WHat FOODS ARE BAD FOR MY GUINEA PIG?

Here are some foods that you should avoid feeding your fur baby: Chocolate, meat, onions of any kind, dairy products, cabbage, cauliflower, mushrooms, avocado, light green lettuce, nuts, beans, potatoes, rhubarb, seeds.

Which fruits and vegetables are safe to feed my guinea pig?

Your guinea pig will be at its happiest eating lots of veggies and small amounts of fruit. Some approved fruits include: Bananas, Blueberries, Cantaloupe, watermelon, strawberries.

Some approved veggies include: Romaine lettuce (never iceberg lettuce), Carrots, Peas, Broccoli spears, Spinach, Artichokes, Kale, Tomatoes (not the stems or leaves).

WHAT SIZE SHOULD MY GUINEA PIG’S CAGE BE?


One guinea pig should have at least 7.5 square feet, or about 30”x 36”, of space. If you have the space, your piggie would appreciate a bigger cage. And remember, guinea pigs are very social. If you decide to get two guinea pigs you'll want a minimum of 10.5 square feet.

HOW LONG DO PET GUINEA PIGS LIVE?

Guinea pigs live an average of 5 to 7 years in captivity with proper care and attention.

 

Pet Questions - all about Chinchillas

What should my chinchilla eat?

Chinchillas require a high fiber diet and should be offered grass hay, such as Timothy hay, free choice (available 24 hours a day). Hay should be the main component of their diet.

HOW MUCH HAY SHOULD I FEED MY CHINCHILLA?

Similar to rabbits and guinea pigs, chinchillas love to graze on healthy hay. 75% - 80% of a chinchilla’s diet should be high quality grass hay. Your chinchilla should always have unlimited access to hay. The rest of their diet should be specially formulated chinchilla pellets and vegetables and fruits.

WHICH FOODS ARE BAD FOR MY CHINCHILLA?

Here are some foods that you should avoid feeding your fur baby: asparagus, avocado, peas, cabbage, corn, lettuce, broccoli, spinach, rhubarb, and rhubarb leaves. Other dangerous foods are banana, sunflower seeds, and peanuts.

Which fruits and vegetables are safe to feed my chinchilla?

Your chinchilla will be at its happiest eating vegetables every day and indulging in very small amounts of fruit. Some approved vegetables include Parsley, carrots, red and green lettuces, dandelion greens, cilantro, kale, mustard greens, turnip greens and collard greens.

Some approved fruits include apples, blueberries, and grapes.

WHAT SIZE SHOULD MY CHINCHILLA’S CAGE BE?

For a single Chinchilla, the smallest cage you should consider is 4' x 4' x 3'. Remember, Chinchillas are very social creatures and should be kept in pairs - so the bigger the cage the better. Chins also love to jump and climb, so high cages with multiple levels work best. Chinchillas love to chew, so you should avoid any cages with plastic parts. Wire-mesh cages will hold up better than wooden cages, but make sure you don't get galvanized wire as it contains zinc, which can be toxic if ingested.

HOW LONG DO CHINCHILLAS LIVE?

Chinchillas are a long term pet! They can live between 10 to 20 years when well cared for.


Contact Us

Didn't find what you were looking for? We're here to help. Reach out to us and we'll get you an answer. Fill out the form below, email us at support@andy.pet or call us at 844-563-7538.


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