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Oxbow’s Customer Self-Service Portal is designed to provide Oxbow customers and pet parents with transparent access to ongoing cases and subsequent correspondence with our team. In addition to providing a convenient way to submit new cases, our Self-Service Portal allows customers and pet parents to view both active and resolved cases in a secure fashion.

How Do I Create a New Case?

  1. Sign-in to your Oxbow Customer Self-Service account using the “sign in” option on the menu ribbon at the top of the portal homepage.
    1. If you do not have an existing account, please refer to the graphic on the Oxbow Customer Self-Service portal homepage to create one.
  2. Click on “My Support” on the menu ribbon at the top of the page

 

  1. Click on the blue “Open a New Case” button

  1. Enter a short yet descriptive title (required)
    1. Example: Western Timothy Hay Quality Concern
  2. Use the drop-down menu to select the reason for contacting us
  3. Click on the blue “Next” button


  1. Use the magnifying glasses to choose the appropriate Product Category, Product Line, and Product in their respectively labeled fields.
    1. **Please note, if you have questions or concerns regarding multiple product types, please create individual cases for each product type.

  1. Enter Lot Number(s) for the specific package/item in question.
    1. If multiple lots are affected, please separate each with a semi-colon.
    2. Please include the time stamp (hh:mm) listed after the lot number, if available
  2. Enter Best by Date, if applicable
    1. If multiple lots are affected, but each package has a different Best By Date, please enter additional Best By Dates in the “Case details” section


  1. Enter Case details
    1. Please describe the reason for your inquiry or concern. Be as descriptive as possible.

  1. Attach applicable photos by clicking on the gray “Choose Files” button
    1. If you have a specific product concern, we strongly encourage photo submission as it provides visual representation of your concern and will help our team provide the most targeted and personalized assistance possible
    2. You can upload multiple photos by holding the “Command” or “Control” key (Mac or Windows, respectively) while selecting files
  2. Click on the blue “Submit” button.  A customer care representative will be in contact with you via email regarding your inquiry within 1 business day

How Do I View My Case History?

  1. To view case history (including recently submitted, currently active, or ongoing cases), click on “My Support” on the menu ribbon at the top of the page
    1. Cases will be listed in descending order based on the date/time of their submission
       

Keywords: Creating, Create, Case, Self-Service, Portal, Customer