Frequently Asked Questions

Anywhere Australia Post goes, except WA and Tasmania. Both states have biosecurity rules that stop us sending hay there. We don’t ship overseas.

It’s free on every order. There’s no minimum spend.

We pack orders Monday to Friday and most go out within a business day. If you order before 11am there’s a good chance it’ll go the same day. Weekend and public holiday orders go out on the next business day.

Once it’s left us, it usually takes:

• Victoria: 1–3 business days
• NSW, ACT and South Australia: 2–4 business days
• Queensland: 3–5 business days
• Northern Territory: 5–8 business days

That’s a guide only, based on thousands of past orders, but there are always things outside our control that can cause delays. If we’re running behind for any reason, we’ll let you know.

Usually Australia Post or Aramex, depending on where you are and what you’ve ordered. Bigger orders sometimes go with a different courier, but it’s always tracked. Your dispatch email will say which one has it.

Sometimes we need to split an order up. The boxes can go with different couriers and might turn up on different days. You’ll get a tracking number for each one.

If one part still hasn’t arrived a few days after the rest, let us know and we’ll chase it.

We’ll email you a tracking number when your order is sent. It can take up to a day before the tracking shows anything.

Yes. Everything goes with authority to leave, so no one needs to be home to sign for it. If you want it left somewhere in particular, put a note in at checkout and we’ll pass it on to the courier. Somewhere out of the rain is best.

Yes. We send those with Australia Post, so just put the PO Box or Parcel Locker address in at checkout.

Sorry, we can’t do pickups. There’s no shop at the farm and we’re not set up for visitors. Delivery is free though.

Get in touch straight away with your order number. If we haven’t packed it yet we’ll try, but orders usually get packed pretty quickly, so we can’t promise anything.

Yes. You can subscribe to Timothy, Timothy Second Cut, Oaten, Grass, Alfalfa and Straw. Pick the subscription option on the product page and choose how often you want it.

You can cancel from My Account at any time. We can’t pause or skip a delivery yet.

We take credit and debit cards, PayPal, Apple Pay, Google Pay and Afterpay.

Yes, the more you buy the cheaper it gets:

• Hay and straw: 5% off 2–3 boxes, 10% off 4 or more
• Timothy Pellets: 10% off 2–3 bags, 20% off 4 or more

Healthy adult rabbits and guinea pigs should have grass hay available all day, and it should be at least 75% of what they eat. Any of these will do the job:

TimothyLong green stalks with the seed heads still on. High in fibre and good for their teeth.$91.993kg box Timothy Second CutSofter and leafier, with no seed heads. Older and fussier pets often like it better.$64.993kg box OatenSweet and crunchy. A lot of fussy eaters go for this one.$46.993kg box Grass (ryegrass)Soft, and good value for everyday feeding.$46.993kg box

Alfalfa (lucerne) has more protein and calcium. It’s good for babies under about six months and for pregnant or nursing mums. For adults, keep it as a treat, because too much can cause health problems.

Straw is for bedding and nesting, not eating. Timothy Pellets are fine as a daily treat, but they don’t replace hay.

First cut is taken in late spring, when the seed heads are out and the stems are still green. It’s long and stalky, and most rabbits and guinea pigs prefer it.

If we get a decent season, the paddock grows back and we cut it again. Second cut is softer and leafier with no seed heads, which some fussy and older pets like better, and it’s cheaper. It depends a lot on the weather, so it can look a bit different from one year to the next.

We grow it ourselves on our family farm near Geelong, where we’ve been growing hay for three generations. The Timothy, Oaten, Ryegrass, Lucerne and barley straw all come off our farm, and the Timothy Pellets are made from our own Timothy with nothing added.

Timothy is a cool-climate grass and it isn’t easy to grow in Victoria. We grow ours under irrigation. Not many farms here bother, which is why Australian Timothy can be hard to find.

As much as they’ll eat. They should never run out. A good rule is a fresh pile at least as big as they are every day, topped up when it gets low.

Our hay comes in 3kg boxes and straw in 2.5kg boxes. The Timothy sample box is about 350g and the pellets come in 900g bags.

We fill by weight, not volume, so a box of soft leafy hay will look fuller than a box of stalky hay.

Yes. Our Timothy sample box is about 350g for $19.99, delivered free. It’s worth trying first if you’re not sure your pet will like a full 3kg box. If they haven’t had Timothy before, mix it in with their usual hay a bit at a time.

Hay changes from one paddock to the next and from season to season. The weather at harvest and the time of year it was cut both affect its colour, how soft it is and how it smells. A bit of yellow is normal and doesn’t mean it’s gone off.

The things to check are that it’s dry, smells sweet and has no mould. If something doesn’t look right, send us a photo.

Not much. We cut it, clean it and get it into the shed on the same day, and we pack it by hand as long strands instead of chopping it into chaff. Chopped hay is where a lot of the dust in bagged hay comes from. You’ll find a bit of fine leaf in the bottom of the box, which is normal.

Somewhere dry and out of the sun, and not straight on a concrete floor, where it can pick up moisture.

If it’s humid where you live, put it in a container with a moisture absorber, or keep it in a room with air conditioning.

Up to 12 months if it’s kept dry. If it ever smells musty or you see white or grey patches, throw it out.

Sorry about that. Email [email protected] within 30 days with your order number, a few photos of the box and the hay, and a quick note about what’s wrong. We’ll see what we can do.

Unfortunately not. Hay is food, and our returns policy doesn’t cover change of mind or a pet deciding they don’t like it.

It usually helps to mix the new hay in with their old hay and swap over slowly. Some fussy eaters do better on Oaten or Timothy Second Cut, and the Timothy sample box is a cheaper way to test something new. If you’re not sure what to try, get in touch and we’ll help.

If something has a major problem or isn’t what was described, you can ask for a refund or replacement within 30 days of buying it, under Australian Consumer Law. We don’t take change-of-mind returns, and natural differences in colour, texture or smell don’t count as faults.

If something does need to come back, you pay the postage until we’ve confirmed the fault, so use a tracked service. Refunds go back however you paid, usually within 5 business days. Everything’s in our full Refunds & Returns Policy.

Parcels don’t always get scanned at every depot, so tracking can look stuck when it’s actually still moving. If nothing’s changed for 5 business days, send us your order number and we’ll chase it up with the courier.

Give us a call on 0480 080 413, email [email protected], or use the form on our Contact page. We’ll get back to you within 24 hours.