Shipping and Returns

Shipping Policy

Shipping guidelines

Downtown Pet Supply products ship FREE within the contiguous United States on orders over $30. Deep discounts are passed through to our international clients and clients that need expedited shipping

We ship worldwide
International shipping rates are based on the weight of the package and calculated automatically at checkout. You may view the cost of shipping in your shopping cart prior to checkout.

Most orders ship within 24 hours
Products typically ship from our warehouse within a single business day of the order confirmation. If any 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 next business day (Monday) unless expedited service was requested, in which case orders will be shipped out same day if placed before 2 PM CST. 

Shipping methods 
We have relationships with all the major carriers (USPS, Fed Ex, UPS, DHL, etc.). We will select the appropriate carrier to deliver your package(s) depending on your order’s contents, weight, size and destination. Be sure to review expedited options and the associated fees at checkout.

Priority Mail (2-3 days)
2-day shipping means that we will use a 2-day service. You should receive the item 2 to 3 business days after it has been shipped/picked up (does not include weekends). Depending on location (remote locations), it may take up to 3 days. Applies to orders in the continental United States.  

Priority Mail Express (1-2 days)
1-day shipping means that we will use a 1-day service. You should receive the item 1 business day after it has been shipped/picked up (does not include weekends). Depending on location (remote locations), it may take up to 2 days. Applies to orders in the Continental United States. 

Where’s my stuff?
Most orders shipping within the USA take between 4-9 days to arrive. International orders take approximately 9-16 days to arrive. You will receive an official shipping notification via e-mail as soon as your order ships.

Online tracking is available for your order and we will include your tracking number with your shipping notification. If you have not received a shipping notification within 3-4 business days, please contact us for more information. We are here to help.

Additional ways to track your order

As a registered user
Log into your account. From the top right menu, select “My Account” then find and select your order number. The tracking number will be located next to the product detail. Click on the tracking number link to track your order.

Shipments
We try to ship in as few boxes as possible. That said, if you ordered multiple products and only one product arrives, don’t panic. The items were likely split up during shipment. Please wait 24 hours to see if the other products arrive before contacting customer service.

Non-deliverable, refused, or unclaimed orders
Packages returned to Downtown Pet Supply as non-deliverable, refused, or unclaimed for any reason will be processed as a standard return. You may review our Return Policy for more information.

Return Policy

Returns within 30 days

If you are not 100% satisfied with your purchase, you can return your order to the warehouse for a full refund.

  • Returns must be unused, in the state you received them, and in the original packaging
  • We do not provide refunds for products that have a broken safety seal (i.e. opened treats, food, or supplements)

 

    Returns within 30-90 days
    If you’re not satisfied with your purchase, you can return your order to the warehouse for a 50% store credit coupon. We do not accept returns more than 90 days after purchase.

    • Returns must be unused, in the state you received them, and in the original packaging
    • We do not provide refunds for products that have a broken safety seal (i.e. opened treats, food, or supplements)

     

      Return to address: (not applicable for crate returns)
      Downtown Pet Supply (c/o Returns)
      1000 Davey Road
      Suite 500
      Woodridge, IL 60517

      ProSelect Empire Crate Return Instructions:
      Please email support@downtownpetsupply.com for dog crate return instructions and refund policies.

      Friendly Reminders
      Include your packing slip if possible along with your name, order number, phone number, and most importantly, your contact information (e-mail address and phone number).

      We must have your correct e-mail address in order to send you a refund or issue you a store credit.

      We’ll inspect your return when it arrives at our warehouse. If the item is returned in new, unused condition, we’ll send you an email confirming your refund was accepted and promptly process your refund or store credit coupon.

      • Please note that items returned in used or damaged condition (including dog hair, smell of cigarette smoke, scratches, or markings of any kind) will not receive a refund or a store credit coupon
      • Store credits are good for 90 days only and are not transferable

      No exchanges
      Sorry, but we cannot perform exchanges. All products returned to Downtown Pet Supply are processed as returns according to the Return Policy above. To exchange an unwanted item for something else, simply return the unwanted product, look for your refund or store credit to be applied to your account, and order a new one online. Easy!