FAQ

There are currently a few ways you can place an order: 

• You can shop on our website! If you can't find an item just message us or call the store. There are many items that are not yet visible on the website while they are in line to be updated and formatted.
• You can use the buttons provided in the Order Reminder email that is sent out every Monday afternoon of each week. 
• You can send us an order from the message chat popup on our website as well. 
• You can call the store during business hours (11am to 7pm) no later than 5pm on Tuesday of each week. 

We are working on an online store solution that will be ready this Fall. Be sure to subscribe to our email updates for when the site is going to go live, or text the keyword PPGUPDATE to 900-900 to get our text messages.

Yes! If email is not your preferred type of communication, you can subscribe to our text reminders. Just text the key word, WEEKLYORDER, to 900-900 and you will start receiving the reminder via text every Monday.

When you email us your order request to orders@paleopetgoods.com, or via the website Messenger Chat form, we will enter the items you have requested into our retail software and email you a confirmation showing the items, quantities and prices with a total due for the order. 

The confirmation will be sent to you by Wednesday afternoon if received by the weekly deadline, 5pm on Tuesdays. Otherwise it will be sent within 2 business days from receipt.

Payment is due for orders at the time they are placed. Just like when ordering products online from any other business, payment is expected in advance. The only other option is to place payment info securely “on file” so that payment may be processed automatically as soon as your requested items arrive. Since some items can be out of stock with our suppliers when we request them, we recommend placing a card on file so that you will not be charged until your item is actually received.

When you place your order by 5pm on Tuesday of any week your order should generally be ready for pick by Saturday of the same week. 

Exceptions to this are: 

• A holiday that delays arrival by 1-2 days 
• A distributor shortage or picking error beyond our control
• A manufacturing shortage beyond our control. 

Also, all Victor brand products will not arrive until the following week on Wednesday. Please keep these things in mind and order accordingly so you always have what your pet needs.

Once we have received your order you will receive an email letting you know the status of your items and payment processing. The message sent with your receipt will instruct you that your order is ready to be picked up.

Yes! We deliver orders on either Fridays or Saturdays each week. Delivery is currently free to customers living inside a 12 mile radius with a minimum order of $49 before tax and after any discounts are applied. Below minimum orders will incur a $5.99 delivery fee. Destinations outside of 12 miles will be charged a $5.99 surcharge regardless of the minimum. If you are unsure regarding your distance from the store, please call to have this verified.

Yes, they absolutely can! Frozen orders are packed in a cooler with an ice pack which will keep foods frozen safely for transit. If you will not be home when the delivery arrives, please plan ahead and place a cooler with ice packs out on your porch or schedule a specific time for your order to be delivered.

We use a navigation app. You will receive an ETA and/or Glympse/Waze via the app or a text letting you know when your order will be delivered and a text as soon as delivery has been completed if you are not home.

If you have a question regarding our FAQs that isn't answered here, please share it with us so we can improve our communications for everyone! Just open the Messenger Chat Form here on our website to send us your questions. Thanks in advance!