Frequently Asked Questions (FAQs)

Q: What is your return policy?
A: Our return policy makes it easy to buy confidently. 

Q: How can my pet be in your marketing?
A: Many photos we use come from our annual Grin to Win contest held each May. Look for more details online and through email. Tag us in your social media photos and stories for more opportunities to be featured.

Stores 

Q: Can I bring my pet into your store?
A:We gladly welcome well-behaved, leashed pets in our stores. We also ask that all pets are up-to-date on vaccines. 

Q: Are you hiring?
A: Find our open positions on our careers page. 

Q: Do your stores host events?
A: Yes, our stores host many events including adoptable pet events, nail trims, taste tests and informational sessions.  

Q: Will you donate money or products to my group?
A: Contact your local Chuck & Don’s store manager to request donations. Our focus for donations revolves around animal-related 501(c)3 organizations. 

Food

Q: What food should I feed my pet?
A: The best food for your pet depends on your pet’s specific needs. Each of our team members goes through extensive training to learn the nutritional value of the foods we carry. Since every pet’s nutritional needs are as unique as the pet’s personality, we’ll work with you to find the best options available.

To help you find an ideal option, we’ll ask about your pet’s:

  • Age
  • Health concerns
  • Current brand of food
  • Price range
  • Any special dietary needs or sensitivities

Feel confident in your new food purchase with our easy return policy.

Finally, it’s vitally important to work with a veterinarian if there are any potential medical issues. If a change in diet may impact a pet’s existing medical issues, please consult your veterinarian before making any changes.

Q: What if you don’t carry the product I’d like?
A: Check with a store to see if we’re able to order it for you. These special orders will come directly to the store at no extra charge. Call or visit your nearest Chuck & Don’s store to order.

Q: When will you open a store in my neighborhood?
A: We're always looking for new communities to join. Look for new announcements on our website, newsletter and social media.

Q: What brands do you carry at your stores?
A: We carry the largest selection of brands, flavors and items online. Our selection varies by store, so call your nearest store if you have a specific inquiry.

Q: How can I sell my product in your stores?
A: We continually review new products requests. Contact us to begin the process.

Coupons & Rewards

Q: Do you have a rewards program?
A: Our Friends of Chuck® rewards program is free to join. See our rewards program details.

Q: Can I use my store coupons online or online coupons in store?
A: Not yet. Rebates earned from in-store purchases can only be used at a store. Coupons provided by Chuck & Don's or another brand are only redeemable in stores. Online rewards are earned by purchasing items online and can only be redeemed online. Delivery purchases do not count towards your Friends of Chuck frequent buyer program unless by request each time you order. 

Q: How can I redeem my free bag of food?
A: Redeem your free bag of food (after tax) through our frequent buyer program. Each program varies, but any free bag earned through the program can be redeemed at a Chuck & Don’s store. Ask a Chuck & Don’s team member for more information.

In-Store Pickup 

Q: Do I earn rewards for pickup orders?
A: When you pickup an online order in our stores, you earn the same rewards as an in-store purchase. Your food counts toward any applicable frequent buyer program and count in our rewards program.

Q: How long will my pickup order be held?
A: We hold your in-store pickup order for 48 hours. After 48 hours, we'll cancel your order and put your items back on our shelves.

Q: How does in-store pickup work?
A: Create your order online and select a store for pickup. The store will call you when your order is ready for pickup. When you arrive, we’ll help carry your order to your vehicle. 

Delivery

Q: Do I need to be home to receive my delivery?
A: No. If you have special delivery instructions, please include them when you enter or update your delivery address. If you live in a secure building or community, please provide instructions on how to complete your delivery.

Q: How can I save money by ordering for delivery with Chuck & Don's?
A: Save 5% on recurring online orders and receive $5 towards your next online purchase when you spend $125. You get back $5 for every $125 spent on delivery.

Q: How do I find out what day my order will be delivered?
A: Log in to your account > select "My Account" > select "Orders" > on the left of the screen you will see the date your order is expected to arrive.

Q: How much does it cost for home delivery?
A: Receive free home delivery on orders over $49. Otherwise it's just $5.50. 

Q: How soon will I receive my order?
A: Deliveries arrive within 2-5 business days. 

Q: What happens if the wrong product is delivered?
A: If the wrong item arrives or you’re unsatisfied with your order for any reason, please contact us and we’ll quickly work to make it right. 

Q: What is your delivery service area?
A: We provide home delivery to the Minneapolis-St. Paul metro area, Denver metro area and Wichita metro area.  If you are having trouble viewing products, please complete your account by entering your delivery address. 

Q: When do you deliver?
A: We deliver on weekdays, typically between 8 am-7 pm. 

Q: Who do I contact for delivery questions?
A: We’re here for you. Use our contact page, email us at delivers@chuckanddons.com, or call 651-747-8704 (Minn.) or 303-577-1196 (Colo.) ext. 2 (M-F, 9am-5pm).

Recurring Online Orders

Q: Can I change or cancel a recurring order?
A: Yes, you can cancel or change a recurring order at any time. Manage your recurring orders from My Account -> Recurring Products.

Online Payments

Q: Is my credit card information secure?
A: Yes. All payments and your information are securely stored off-site and protected by our credit card processor.

Q: What types of payment do you accept?
A: We currently accept credit and debit cards only. Your card will not be charged until the day of delivery.