FREQUENTLY ASKED QUESTIONS(FAQs)

SAME DAY DELIVERY

Q: When will I receive my order?
A: Our local stores fill our Same Day Delivery orders so if you order up to an hour before your closest store closes for the day then you will receive it the same day. If you place your order with less than an hour to close or after hours, you will receive the order the next day. 

Q: What products can be delivered with Same Day Delivery?
A: If your local store has it in stock, it can be ordered for Same Day Delivery. You can check each stores' inventory availability on the product pages. 

Q: How much does Same Day Delivery cost?
A: Same Day Delivery costs just $7.50. 

Q: How do I know if my address is in the delivery radius for Same Day Delivery?
A: Your shipping address needs to be within a 10 radius (as the crow flies) of one of our stores to be able to place an order for Same Day Delivery. Any store within 10 miles of your shipping address will need to have your items in stock to be able to complete a purchase for Same Day Delivery. 

SHIP TO HOME

Q: How soon will I receive my order?
A:
Deliveries typically arrive within 2-7 days. Backordered items will take longer and you should be contacted within a week of your order if there are delays. Contact delivers@chuckanddons.com to find out exact delivery dates.

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 subscription orders and receive 4% back in reward points on every purchase.

Q: How much does it cost for home delivery?
A: Receive free home delivery on orders over $49.  If you are under $49, the cost depends upon your location and ranges from $5.50-$10.99.

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 deliver to all US States, except Hawaii and Alaska.   

Q: Do you deliver raw/frozen food?
A: We only deliver frozen near where our physical stores are located. We send the orders out in coolers with ice packs and ask that our customers leave coolers outside to leave the order in to prevent thawing. 

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. 

Q: When am I charged for my online purchase?
A: Upon initial purchase a pre-authorization or hold is placed on your account. Upon the day your order is picked up by the courier that charge is finalized. 

Q: What products are available for nationwide shipping?
A: Everything is available for nationwide shipping with a few exceptions. Nutrisource products, cat furniture, 50lb bags of wild bird food, and frozen/raw products are not available for shipping nationwide and is only available for local delivery near our stores

AUTOSHIP/SUBSCRIPTION

Q: What is autoship/subscription?
A: If you like being prepared, you’re going to love this. Autoship lets you pre-schedule delivery of your favorite products as often as you need them. You’re always in complete control and can change your delivery frequency, quantity, shipping address and billing address in the Manage My Subscriptions section of your account. 

Q: Can I change or cancel an autoship order?
A: Yes, you can cancel or change a subscription order at any time. Manage your subscription orders from My Account -> My Subscriptions.

 

BUY ONLINE, PICKUP IN STORE

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. 

Q: How do I know if the product I want is in stock at my store?
A: Find your product, select the size if applicable, then click the red link that says "Check product availability at your local Chuck & Don's."

Q: Why do I not see in-store pickup as an option at checkout?
A: If the combination of products you have in your cart that is not all available at one of our stores you will not be able to select a store at checkout. Check the inventory availability before adding a product to your cart.

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.

GIFT CARDS

Q: Do you sell gift cards?
A: Yes, we sell physical gift cards in stores and digital gift cards online.

Q: Are gift cards redeemable online?
A: Yes, physical and digital gift cards are both redeemable online.

Q: Can digital gift cards be used in store?
A: Yes, our digital gift cards can be used in store. 

Q: How do I redeem a gift card online?
A: On the payment page at checkout, you just enter the card number in the gift card box. 

Q: Can digital gift cards be used on autoship/subscription orders?
A: No, gift cards can online be redeemed for one-time purchases.  

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: 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.

Q: How can I redeem my free bag of food?
A: Redeem your free bag of food (after tax) through our frequent buyer program in stores. 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. *This is not available for delivery orders.*

RETURN POLICY

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

FOOD/PRODUCTS

Q: What food should I feed my pet?
A: Every pet has unique nutrition needs based on their breed, size, shape, activity level and many other factors. The best way to help your pet be the best version of themselves is to build a healthy, balanced bowl that’s a combination of proteins, toppers, hydrators and supplements that are specific to your pet.  Answer a few questions in our FOOD FINDER or read more about WELLNESS BOWLS.

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 want?
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. You can also send requests for products to be added online by emailing delivers@chuckanddons.com.

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.

 GENERAL

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: Can my group host an event in your stores?
A: We welcome organizations and groups in our stores. To host an event, apply to host an event.

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.