Service

SHIPPING INFORMATION:

1. We reserve the right to choose shipment via UPS, USPS or Fedex based on the item purchased. Flat rate shipping is the most economical method and will be chosen first unless requested by the customer to ship a faster way.  Additional fees may apply to  ship next day, 3 day select, etc.
2. Please make sure to enter correct shipping address in order to receive items on time. Customer will be responsible for any other charges and fees if address is entered incorrectly. 
   PO Box is NOT allowed for shipping address.
3. ORDER PROCESSING & TRACKING
   When your item is shipped via UPS we will provide a tracking number for the customer to monitor the shipping status at www.ups.com. This will appear on an email when your status has been updated to processed. Items shipped via Mail with a tracking number can be monitored at www.usps.com. Items shipped via Fedex can be tracked on their website www.fedex.com.

We ship out all available items for orders placed before 3 p.m. during normal business days. Any in stock merchandise orders placed after 3 p.m. will be processed the following business day.  If an item is not in stock we will try to contact you by email or telephone prior to shipping other items. 

RETURN & EXCHANGE POLICY: 

• Returns and exchanges must be reported within 7 days from the day you received items.
• There are no returns for animal cooling items that have been activated. We will gladly work with you on sizing if the incorrect size was ordered.  Garments should be dry fitted to your pets or horses prior to wetting.  Items not activated can be exchanged for a different size.
• Personalized items can not be returned for exchange or credit - they CAN be altered for correct fit.
• Restocking fee (15% of order amount) applies to all returns.
• Exchanges must be the same or similar items of equal dollar value only
• RMA number will be issued on each return case.
• Any items returned without Return Authorization will be discarded. No credits will be applied.
• Customers are responsible for the applicable shipping charges for non-damaged items of exchange.

How to report a return or exchange
If you would like to report returns and exchanges, please send us an e-mail at contact@hobbyhillfarm.com . Indicate your Order number in the subject field. One of our customer service representatives will contact with you via phone or e-mail. A return/exchange authorization number will be given. You will NOT be able to return or exchange without authorization number.

Return Address
PO Box 217, Powhatan, VA 23139.

How will the payment be refunded?
Once we receive your package at HobbyHillFarm.com, your refund will be processed in the original form of payment within 3-5 business days. You will be notified via e-mail or mail to the address listed on your account when this transaction has taken place.

Do you have care and activation instructions for your cooling products?
Yes! Please view our Cooling Product Care and Activation page for more details.