With the upcoming holidays and goods being transported, the likelihood of lost and misdelivered packages increases tremendously. We highly recommend that customers purchase the additional insurance upon check out

All packages automatically have $100 worth of insurance on them. Hay Burners Equine (HBE) leaves it up to the customer to add additional insurance to cover the full value of their purchase if they want it insured for the full value.    The maximum liability Hay Burners Equine LLC is the $100 of insurance that automatically comes with the purchase of the ship label unless additional insurance is purchased by the customer upon check out.

Packages lost in transit: Packages no longer being scanned after 2-4 days; With USPS shipments either party (seller or customer) can initiate the claim. With UPS shipments we (HBE) will need to start the claim process so the customer must contact us as soon as the package is no longer moving.

Packages misdelivered: Packages showing “Delivered” but not actually at the customers location are the responsibility of the customer to initiate contact with the shipper – For USPS deliveries, customers should notify their local USPS office about the issue- Packages are GPS scanned when delivered so they should be able to locate your package. Both USPS and UPS should make an attempt to retrieve your package. If you are like us, you knock on your neighbors door or call them to see if they have it. Often this is the case especially with seasonal help during holidays.  Note: Insurance does NOT cover stolen packages that were delivered correctly,

Claims for lost or misdelivered packages: Claims can be submitted for lost or misdelivered packages once it is verified it was lost or misdelivered and cannot be retrieved. For USPS, claims can be submitted by either party (HBE or customer). For UPS, we (HBE) must submit the claim on the customers behalf. Hay Burners Equine must be notified of confirmed lost/unretrievable package right away so we can notify the insurance company or start the UPS claim.

We will gladly help our customers that have package delivery issues. All we ask is for our customers to work with us and to be respectful (I am sorry that I even have to say that) These issues require a team effort to resolve and being rude to us isn’t in the best interest of teamwork. We are small Mom and Pop business, not an internet giant like Amazon but we do the best we can and respond likely better than most. Thank you for your understanding.