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Faqs
How does Shipping work?
Understanding Shipping with Us
Calculation at Checkout:
When you proceed to checkout, our system calculates the shipping fees based on the total weight of the items in your cart and the shipping destination. This ensures that you receive accurate shipping costs before finalizing your order.
Weight-based Pricing:
Shipping fees are influenced by the weight of the items you're purchasing. Generally, heavier items may incur higher shipping costs due to increased handling and transportation expenses.
Destination-based Pricing:
Shipping fees can also vary depending on the destination address. Different shipping zones and distances may impact the overall shipping cost. We strive to provide competitive rates for both domestic and international shipments.
Transparent Pricing:
We believe in transparency regarding shipping fees. You will see the calculated shipping costs clearly displayed during the checkout process, allowing you to make an informed decision before completing your purchase.
Tracking and Delivery:
Once your order is processed and shipped, you will receive a confirmation email containing tracking information. You can use this tracking number to monitor the status of your shipment and estimate the expected delivery date.
Refund Policy:
Please note that shipping fees are non-refundable once the order has been processed and shipped. In the event of a return or exchange, shipping fees will not be reimbursed unless the return is due to an error on our part.
If you have any further questions about shipping or need assistance with your order, feel free to contact our customer support team. We're here to help!
How does local delivery work?
Local Delivery FAQ
1. Where do you offer local delivery?
We currently offer local delivery to select areas within San Diego. If your address falls within a 10-mile radius of our store, you're eligible for our local delivery service.
2. How can I check if my address qualifies for local delivery?
During the checkout process, our system will automatically detect if your address is within our delivery zone. If you're eligible for local delivery, you'll see the option to choose it as your delivery method.
3. Is there a minimum order requirement for local delivery?
For local delivery, we require a minimum order of $75 to qualify for free delivery. However, if your order total is below $75, you can still opt for local delivery for a small fee.
4. How soon can I expect my local delivery order?
Orders that qualify for local delivery can be delivered as soon as the same day, depending on availability and scheduling. We aim to provide you with a convenient and prompt delivery experience.
5. How are local delivery fees calculated for orders under $75?
For orders under $75, a small delivery fee will be applied to cover the cost of delivering your items to your doorstep. The fee is calculated based on your location and will be displayed during the checkout process.
6. Can I provide special delivery instructions or preferences?
During the checkout process, you'll have the opportunity to provide any special delivery instructions or preferences. Our delivery team will do their best to accommodate your requests and ensure a smooth delivery experience.
7. What should I do if there are issues with my local delivery order?
If you encounter any issues or have concerns regarding your local delivery order, please don't hesitate to contact our customer support team. We're here to assist you and resolve any issues promptly.
8. What if my order contains frozen food?
If your order includes frozen items, please ensure that you are available at home during your desired delivery time preference. We prioritize the quality and safety of your frozen foods and typically do not recommend leaving them out for extended periods. Our delivery team will reach out to you if there are any scheduling conflicts or to confirm a convenient delivery time for your frozen items.
9. How can I learn more about your local delivery service?
If you have any additional questions about our local delivery service or need further assistance, please feel free to reach out to our customer support team. We're happy to provide you with more information and ensure a seamless delivery experience.
Not seeing local delivery as an option?
Not Seeing Local Delivery as an Option?
1. Why am I not seeing local delivery as an option during checkout?
If you're not seeing local delivery as an option during checkout, there could be a couple of reasons:
2. Outside Delivery Radius:
You may be outside of our local delivery radius. Our local delivery service is currently available within a 10-mile radius of our store location in San Diego. If your address is outside of this radius, local delivery may not be available to you.
3. Items Shipping from Different Locations:
Another possibility is that the items in your cart are shipping from different locations. In order for our system to offer local delivery as an option, all items in your cart need to be coming from a single location. Please ensure that you are viewing items and adding them to your cart from your desired location to enable the local delivery option.
4. What should I do if local delivery is not available?
If you're unable to select local delivery and believe it should be available to you, please feel free to have the items shipped to your address instead. If you have any questions or need further assistance, don't hesitate to reach out to our customer support team. We're here to help!
How Do I return something?
1. How long do I have to return an item?
Our return policy allows returns on purchases made within the past 30 days.
2. How can I initiate a return?
There are two convenient ways to initiate a return:
- Online: Log in to your account on our website and navigate to your account hub. From there, access your past orders and request a return for the item you wish to return.
- In-store: You can also return the product by bringing it into any of our physical Deckers locations.
3. What information do I need to provide for the return request?
When initiating a return online, ensure you have the order number or relevant details of the purchase handy. In-store returns may require proof of purchase.
4. What happens after I've requested a return online?
Once you've requested a return through your account hub, our team will review your request and provide further instructions, including details on where to send the item if necessary.
5. Can I return an item purchased in-store through the website?
Unfortunately, at this time, items purchased in-store must be returned at one of our physical Deckers locations.
6. How will I receive my refund?
Refunds will be processed back to the original payment method used for the purchase. Please allow a reasonable processing time for the refund to reflect in your account.
7. Is there any fee associated with returns?
We strive to make returns as hassle-free as possible for our customers. There are typically no fees associated with returns, provided they meet the criteria outlined in our return policy.
8. What if my item is damaged or defective?
If you believe you've received a damaged or defective item, please reach out to our customer service team promptly for assistance. We may request additional information or provide alternative solutions, such as exchanges or refunds.
9. Do I need to return the item with its original packaging?
Yes, in order to process your return smoothly, we require the item to be returned with its original packaging intact. This includes any accompanying accessories, tags, or documentation that were included with the product at the time of purchase. Returning the item in its original packaging helps us verify its condition and ensures a hassle-free return process for you. If the original packaging is not available, please reach out to our customer service team for further assistance.
10. What if I have more questions about the return process?
If you have any further inquiries or need additional assistance regarding returns, please don't hesitate to contact our customer service team. We're here to help make your return experience as smooth as possible.
How to place a special order
1. What is a special order?
A special order is a request for a product that is not currently in stock or available for purchase on our website or in our physical stores. This could include items that are out of stock, customizations, or products from brands we don't typically carry.
2. How can I place a special order?
Placing a special order is easy! You can initiate a special order request by contacting our customer service team either through email, phone, or by filling out a short form on our website.
3. What information do I need to provide for a special order?
When placing a special order, please provide as much detail as possible about the product you're looking for. This includes the item name or description, any specific features or customizations you require, and the quantity needed.
4. Can I place a special order online?
Yes, you can place a special order directly through our website by clicking the link located at the bottom of our homepage. You will be redirected to a short form where you can provide relevant information about the product you're looking for, including any specific features or customizations required. Once you submit the form, our team will confirm your request and contact you when your order arrives or if further information is needed.
5. How long does it take to fulfill a special order?
The time it takes to fulfill a special order can vary depending on several factors, including the availability of the product from our suppliers and any customizations required. Our customer service team will provide you with an estimated timeline for your special order once the request has been submitted.
6. Is there a minimum order quantity for special orders?
Minimum order quantities may vary depending on the product and supplier. Our customer service team will provide you with any relevant information regarding minimum order quantities when you submit your special order request.
7. Can I cancel or modify a special order after it has been placed?
Once a special order has been placed with our suppliers, it may not be possible to cancel or modify it. However, please contact our customer service team as soon as possible if you need to make any changes to your special order, and we will do our best to accommodate your request.
8. How will I be notified when my special order is ready for pickup or delivery?
Our customer service team will notify you as soon as your special order is ready for pickup or delivery. You will receive communication via email or phone with detailed instructions on how to proceed.
9. Can I return or exchange a special order?
Special orders are typically non-returnable and non-refundable, as they are customized or ordered specifically for you. However, if there are any issues with your special order, please contact our customer service team, and we will work with you to find a satisfactory solution.
10. What if I have more questions about placing a special order?
If you have any further inquiries or need additional assistance regarding special orders, please don't hesitate to contact our customer service team. We're here to help make your special order experience as smooth as possible.
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