FREQUENTLY ASKED QUESTIONS
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Rewards

Does Chuck & Don’s have a rewards program? 
Yes! Our Friends of Chuck® rewards program is FREE to join. As a member, you get 4% back on every purchase (including services), plus free food and treats through our Frequent Buyer Program (powered by Astro). Click here to learn more about our rewards program. 

How does Friends of Chuck work? 

Members earn one (1) Reward Point for every dollar spent on products and services. Each point is worth $0.04 (or 4% back). Reward vouchers are issued monthly for in-store and online purchases. Additionally, members can earn free food, treats and more through our Frequent Buyer Program (powered by Astro). 

How do I join the Friends of Chuck rewards program?  

It’s free and easy to join our Friends of Chuck rewards program. To become a member, just create an online account or sign up with a team member in-store. You’ll need to provide your first and last name, phone number and a valid email address. (Don’t worry, this information is safe and secure and won’t be shared with third-party vendors.) We’ll use your email address to send points and reward vouchers. Make sure to opt-in to email marketing updates so you never miss out on member-exclusive offers. 

Can I earn rewards for both in-store and online purchases?  

You bet! As a Friends of Chuck member, you can earn Reward Points on all in-store and online purchases – just make sure to provide the email address associated with your account at checkout. This includes pickup and same-day delivery orders. 

Can I use my rewards in-store and online? 
Yes! To redeem rewards in-store, simply show your emailed voucher to a team member at checkout or ask them to look it up. To redeem rewards online, just enter your voucher number in the “Promo code, reward voucher or gift card” field on the checkout page.  Once you enter the 16 digit reward number a PIN box will appear for you to enter your PIN. (Voucher or gift card redemption is not yet redeemable in Shop Pay checkout. You must checkout without logging into your Shop Pay account to use your reward vouchers.)

 
 
 

How do I get monthly reward vouchers and Frequent Buyer Program (powered by Astro) vouchers? 

Within the first 15 days of the month, you’ll receive a reward voucher based on your previous month’s spending. Be sure to keep your account up to date with a current, valid email address so you don’t miss out on any rewards. 

You can check your Frequent Buyer Program (powered by Astro) reward status by logging in to your online account and connecting to the Astro Loyalty Program. Or by asking a team member to check your status in-store. 

How can I redeem free items for the Frequent Buyer Program (powered by Astro)? 
You can redeem free items at any store or online. To redeem online, log in to your account and click “Astro Free Bag Program.” Select the item you’d like to redeem and add it to your cart. Note: your cart will show the item's regular price and the free item discount will automatically be applied at checkout. Members are responsible for the in-store or online tax associated with the free item. If you leave checkout before completing your purchase the reemed bag will disappear and you will need to contact customer service.

How soon will I see my purchase recorded in the Frequent Buyer Program (powered by Astro)? 
Items purchased in-store will immediately be added to your Frequent Buyer Program (powered by Astro). Items purchased online will be added to your Frequent Buyer Program as soon as your order is fulfilled (picked up in-store or shipped). To check your Frequent Buyer Program (powered by Astro) status, log in to your online account and connect to the Astro Loyalty Program. Or ask a team member to check in-store. 

Do rewards need to be activated? 

Some member exclusive offers, such as bonus points, may need to be activated online or via a click-to-activate email. Make sure to opt-in to email marketing updates so you never miss out! 

Do Reward Points or vouchers expire? 
Each month, your Reward Points are tallied and emailed to you as a voucher. You then have 45 days to use this reward voucher on any in-store or online purchase(s). For Frequent Buyer Cards (powered by Astro), expiration dates vary and are determined by manufacturers. 

Are there any items that don’t earn Reward Points? 
There are a few items that don’t qualify for Reward Points, including gift cards, donations, tips, tax, shipping fees and purchases made with reward vouchers. 

Can I earn Reward Points and Frequent Buyer Program (powered by Astro) free products on Autoship orders? 
Yes! As long as you’re logged in to your account when you make your first Autoship order, you’ll earn Reward Points on that order and all future Autoship orders.  

Can I use a reward voucher on an Autoship order? 
You sure can if you are setting up a subscription for the first time – just add the voucher number in the “Promo code, reward voucher or gift card” field on the checkout page. You’ll also need to provide a valid credit card number for your subscription. Reward vouchers cannot be added as a payment method for future reoccurring autoship orders. Rewards cannot be redeemed on existing autoship orders, only the first time your autoship is set up.  

Do I earn points for grooming and self-wash services? 

Of course! As a member, you earn 4% back on everything – even spa days, nail trims and bath time. (Services vary by location.) 

I have two accounts can they be combined? 

Yes, and we’re happy to help. If you’d like to combine two accounts that belong to you, just give us a call at 855-977-1119. Have the phone number(s) and email address(es) associated with each account on hand, so our customer care team can assist you. You can also talk with a team member in-store. 

I have online Reward Points that I earned before October 1, 2023. How do I use them? 

On October 1, our in-store and online Friends of Chuck programs were upgraded to one program. If you have an online Reward Points balance that you earned prior to October 1, you have 90 days (until December 31) to use these points. 

Reward Points must be redeemed in increments of 25 points (25 points = $1.00 reward). We’ll round your point balance up to the next increment of 25, so you can redeem all possible points by December 31. For example, if you have a balance of 102 Reward Points, we’ll round your balance up to 125 Reward Points.

If you’ve already converted your online Reward Points into an online discount code, you have until December 31 to use this code before it expires. 

Same Day Delivery

When will I receive my order?
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.

What products can be delivered with Same Day Delivery?
If your local store has it in stock, it can be ordered for Same Day Delivery.

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

How do I know if my address is in the delivery radius for Same Day Delivery?
Your shipping address needs to be within a 15 mile radius of one of our stores to be able to place an order for Same Day Delivery. Any store within 15 miles of your shipping address will need to have your items in stock to be able to complete a purchase for Same Day Delivery.

Do all stores offer Same Day Delivery?
All stores, except our Northfield, MN and Red Wing, MN stores offer Same Day Delivery.

Buy Online, Pick up In-Store

How does in-store pickup work?
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.

Do I earn rewards for pickup orders?
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.

How long will my pickup order be held?
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.

Ship to Home

How soon will I receive my order?
This depends on your location and store inventory. If you live within 15 miles of a store and your local store is in stock then you can expect delivery within 2 days with it possibly arriving the same day you place your order. If you do not live within 15 miles of a store or your local store does not have stock in items you purchased then orders typically ship within 2-7 days. Contact info@chuckanddons.com to find out exact delivery dates.

Do I need to be home to receive my delivery?
No. If you have frozen items on your order they will be delivered by Uber likely the same day you place the order, depending upon what time of day the order is placed. It is highly recommended you are home so that your order does not thaw upon delivery.

How can I save money by ordering for delivery with Chuck & Don's?
Save 5% on subscription orders and receive 4% back in reward points on every purchase.

How much does it cost for home delivery?
For delivery destinations within states that we operate (Colorado, Kansas, Minnesota and Wisconsin), Ship to Home orders where the subtotal is over $49 are FREE and the shipping fee for orders less than $49 is $5.95. The cost for orders delivered out-of-state is $19.95.

What happens if the wrong product is delivered?
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.

What is your delivery service area?
We deliver to all US States, except Hawaii and Alaska.  

Do you deliver raw/frozen food?
We only deliver frozen items if you live within 15 miles of a store as they are fulfilled by our local stores and delivered the same day they are picked up by Uber.

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

When am I charged for my online purchase?
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. All pickup orders not picked up within 7 days are automatically charged and will be refunded if the order is never picked up.

What products are available for nationwide shipping?
Everything is available for nationwide shipping with a few exceptions. 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

What is autoship/subscription?
If you like being prepared, you’re going to love this. Autoship lets you pre-schedule order placement 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 your account.

Can I change dates or cancel an autoship order?
Yes, you can cancel or change dates for your next order at any time. Manage your subscription orders from My Account -> Manage Autoship Orders & Payment.

Can I change products without starting a new subscription?
Yes, many of our products are grouped together so you can change flavors, which your pet will appreciate. In your account there will be a link to "Change Product" (pictured below) if your product is eligible. If you do not see that link please reach out to info@chuckanddons.com so we can add the product to a Product Swap Group.

Can I add a product to my next subscription order without placing a separate order?
Yes, as long as you are logged in to your account with your subscription you will see a new button to "select frequency or add one time to your next order on ____" (pictured below). This will allow you to save on shipping and add a one time item to your autoship or add an item as a subscription to your existing subscription.

Grooming

Can I book appointments online?

Online Appointment Booking is available for customers to book service appointments. Use Book Appointment button on store location pages on our grooming page to find store or preferred groomer. Appointment requests will be confirmed via email or text by the store. You'll need to have up-to-date vaccinations to be able to receive services. Please upload the proof of vaccinations or bring proof of vaccinations to the store.

I’m pretty particular about what products I use on my pet. How about you guys?

Same. In fact we’re so particular, we made our own product line. WildSaint was designed to help your dog look and feel great. Plus, Unlike most dog shampoos, our WildSaint products use ingredients you’ll actually recognize that are all natural, USDA certified organic and USA-sourced.

I know it sounds terrifying, but will you bathe and groom my cat? How about other animals besides dogs?

Cat grooming is not for the faint of heart, but we actually DO provide it at certain locations.

I’m not comfortable with the idea of muzzles. Do you use them?

Only if absolutely necessary. Some pets get really, really stressed during grooming, and that can lead to aggression. We have to keep our groomers safe, and sometimes muzzles are the only way. But if you’re not okay with the idea of muzzles for any reason, just let your groomer know ahead of time.

How long will it take to transform my dog into a fresh-smelling vision of loveliness?

About 3 hours. Of course, every pet is unique, so depending on how shaggy a mane he has or how much of a fan of water he is, your timing may vary a little. But we’ll give you a call as soon as we’re done.

Does my dog have to get all his shots to be groomed?

That’s our recommendation. It’s for your pet’s safety and the safety of others. However, the only one we absolutely require is the rabies vaccination.

My dog is, shall we say, not the friendliest with other dogs. Is that ok?

That’s a tough one. We think all dogs deserve great grooming, and most of the time we can accommodate even tough customers. In some cases, we may require special appointment times and may also charge a special handling fee depending on your pet’s needs. And, if it comes down to it, we may even have to turn down the appointment if we don’t think we can handle your dog safely. Thanks for understanding.

Self-Wash

I think I’ll do self-wash. Is it a good deal?

Self-wash costs $15.00, but we also offer 5 visits for 50% off ($37.50), an unlimited 6-month membership for $60.00 and an unlimited annual membership for just $99.00!

This could take a while. How long do I have the self-wash area for?

You’ve got 30 whole minutes to get your little guy or girl clean, which is usually enough for even the squirmiest, most bath-loathing dogs.

Does an unlimited membership mean I can wash all my dogs at once? I’ve got a LOT of dogs.

A membership is tied to household so the whole squad can get squeaky clean together.

I’m so excited, when can we swing by?

Come on by any time between when our store opens and one hour before closing.

Vaccination policy

My dog’s not vaccinated, but I’m really excited for him to try all your services. Is it that big a deal?

Sorry, but it’s actually really important for your pet’s health and safety. That’s why we’re unfortunately unable to provide services without proof of vaccination. To book your first service, you'll either need to provide that to us, or we can even reach out to your vet directly for the records if that's easier.

Here's a list of all the up-to-date vaccinations and health requirements that your dog needs to be eligible for services:

All Services

- Rabies vaccination

Online Appointment Vaccination Records

For Online booking, you will need to have up-to-date vaccinations to be able to receive services. Please upload the proof of vaccinations on your appointment profile or bring proof of vaccinations to the store.

Vet Services

You offer pop up Vet Services, great but what is that?
As your one-stop-shop for pet wellness, we’re excited to offer in-store veterinary services in partnership with VIP Petcare. Stop by your local store for a wellness visit during scheduled clinic hours.

In one convenient trip you can cover an exam, testing, vaccinations and more under the care of a licensed vet. The exam is included in cost of services. To best fit your pet's needs, we offer bundled services packages for puppies, kittens, adult, and senior dogs. Individual services are also available.

Will you treat my iguana, ferret, turtle, or hedgehog?
Those are some cool pets, but right now, we only provide vet services for dogs and cats.

Ok, I’ve got a dog and a cat. What services do you offer for them?
Our vet partner VIP Vet care offers complete vaccinations, microchipping, intestinal parasite screening.

My pet isn’t feeling great. Do you offer solutions for sick pets?
Our services are to keep your pet happy and healthy we don’t offer options for sick pets and recommend that you see an animal hospital or utilize the veterinary helpline for help.        1-800-775-4519      EVERY DAY FROM 10 A.M. – 7 P.M. EST

Ok, but will you spay or neuter my pet?
Sorry, that’s a surgery and we don’t offer surgical services.

My dog and I were just walking past. Can we drop in for an appointment?
Our clinics are scheduled on a specific cadence, stop by the store or call to see when our next clinic date is.

My pet has been sick and slowing down, and I think it’s his time. Do you offer euthanasia?
Saying goodbye to a family member is incredibly hard. While we don't perform euthanasia services, we’re still here to guide you and your pet through end-of-life care and answer any questions you may have.

Gift cards

Do you sell gift cards?
Yes, you can purchase your digital gift card here.

Are gift cards redeemable online?
Yes. All gift cards can be used in-store and online. To redeem online, you will need to enter your 16-digit code in the promo code box at checkout. Once that is entered then a PIN box will open to enter your PIN and then you hit APPLY.

Can digital gift cards be used in store?
Yes. What you will need is your 16-digit code and pin to use your gift card.
Bring in your mobile device or print off your digital gift card email with your code and pin and bring it into your local store.

How do I check the balance on my gift card?
Check your balance here.

Return Policy

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

Food/Products

What food should I feed my pet?

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.

What if you don’t carry the product I want?

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 info@chuckanddons.com.

What brands do you carry at your stores?

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.

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

General

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

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

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

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

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