Frequently Asked Questions

We want your Downtown Pet Supply experience to be a great one. Here are a few of the questions we get asked the most.

Do you offer free shipping?

Yes! We offer free shipping on all orders over $30 as well as on all subscription orders.


Do you offer subscriptions for treats?

Yes, we do! By subscribing, you can save 5-10% per treat order. Plus, you can select your quantity and delivery frequency.


When will I receive my order?

Products typically ship out from our warehouse within 24 hours of the order confirmation. If an item is backordered, we will contact you via email to let you know your options. We do not ship on weekends. Orders that come in after 7 AM CST on Friday will be shipped the next business day (Monday) unless expedited service was requested, in which case the order will be shipped out same day if placed before 2 PM CST.


What is the status of my order?

To check the status of your order, go to "My Account" and log in. Under "Recent Orders," you'll see one of three options:

Processing: This means we're currently packing up your pet's tasty treats. you'll receive an email confirmation to let you know we received your order. When your order ships, we'll send another email with tracking information.

Order processed: This means your goodies are all packed up and ready to be shipped out. If you don't receive a shipping confirmation email within 3-4 business days, please reach out to our Customer Service team at or 866-223-9832

Order shipped: Your order has left our warehouse! No need to camp out by the mailbox. We'll send you a shipping confirmation email with tracking information.


Where is my order?

Tracking details are included in the shipping confirmation email. They can also be found when you log into the "My Account" section of our website.


How do I cancel my order?

Cancelling your order is a two-step process. First, you need to send us an email at asking us to cancel your order. In this email, please include the order number, full name, email address, and shipping address that were used on the order. Second, you need to call our customer support number at 866-223-9832 and as to cancel your order.

We process and ship orders very quickly, but if you notify us shortly after purchasing, we can usually stop the order from shipping out.

If your order has already shipped out, simply refuse the package when it arrives. We will process your cancellation and refund once the order returns to our warehouse.


Can I use more than one promo code when checking out?

Unfortunately, our promo codes cannot be combined. If you receive two different promo codes, you will need to choose which one you want to apply to your order. If you have any questions, or if your promo code isn't working, please reach out to our Customer Service team at or 866-223-9832.


Are Downtown Pet Supply purchases secure?

Yes, Downtown Pet Supply purchases are safe and secure. During the checkout process, we use secure socket layer (SSL) technology to encrypt your financial data as it transmits over the web. This ensures that your transaction is not viewable by third parties. The SSL layer technology appears on check out pages where financial data is transferred. You will see a tiny gold lock icon in the bottom left or right of your browser when you are on an SSL page.

Still have a question?

We're here to help! Just send us an email or give us a call.


Phone: 866-223-9832