Frequently Asked Questions


We want your Downtown Pet Supply experience to be a great one. Here are answers to common questions about Downtown Pet Supply.

Is Downtown Pet Supply Secure?

Yes. Your purchases on Downtown Pet Supply 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 a SSL page.

We process and ship your order very quickly but if you do notify us shortly after ordering we can stop the order from shipping out.

First, send an email to asking us to cancel your order. Please include your order #, full name, email address used and shipping address.

Second, call our support number and asked to cancel your order (815) 457-7994.

If your order has shipped out you can simply refuse the package when it arrives to you and we will process your cancel and refund.

Tracking details are sent to your via email shipping confirmations.
Tracking details are also located with the "My Account" section of our website.

Immediately after your order is placed, you can access it by clicking “Sign In/Account” in the top right corner. Click, “My Account.” Under Recent Orders, the order status will be listed as “Processing.” You are also sent a confirmation e-mail at the same time. When we process you order, the order status changes to If you have not received a shipping notification within 3-4 business days, please Contact Us for more information. We are here to help, and we respond to most e-mails within 1 business day. “Order Processed” and when shipped, “Order Shipped.”

Most promotional codes can not be combined, if you have received two different promo codes and one of them is not working, you will need to choose which promo code you want to apply to your order. We're afraid that for the most part, you cannot combine or stack multiple promo codes at the same time. You're more than welcome to contact Customer Service if you need more clarification on this so that we can be of more help!

Still have a question?

We are here to help.
Please email us at
or call us directly at (866) 223-9832 .