About Ordering
How do I place an order?
To place an order, visit our online shop at direct2pet.co where you can order items for your pup.
How do I know that my order has been submitted?
Once your order has been placed, you will see an order confirmation screen and you will also receive a confirmation email. If you don’t receive this email, please check your junk folder as your mail provider might have sent it there. If you have still not received an order confirmation, please contact our Customer Care team.
I haven’t received an order confirmation.
If you haven’t received an order confirmation email, please check your junk folder as your mail provider might have sent it there. If you have still not received an order confirmation, please contact our Customer Care team.
How can I track my order?
Once your order has been placed, you will receive a confirmation email from us which will contain your shipping tracking number. You can continue to track your shipment via the tracking number. Having issues? Reach out to our Customer Care team!
My order hasn’t arrived.
If you have received a shipping notification, please contact the shipping carrier. If you have not received a shipping notification, please contact our Customer Care team.
Can I amend or cancel my order?
If you wish to change or cancel your order, please contact our Customer Care team. If we have not started filling your order, we may be able to change it based on your new instructions. If we have started filling your order, we will not be able to make changes. We do recommend reviewing your order before purchase to ensure that the correct items have been selected.
I received a faulty/damaged product
Please contact our Customer Care team for a refund or a replacement item.
I received an incorrect item
Please contact our Customer Care team for a refund or a replacement item.
I’m missing an item from my order
Please contact our Customer Care team for a replacement item.
How do I contact Customer Care?
If you have a question about your order, you can contact us through the Contact page on the website, or by phone or chat at 1-866-473-3643 (hours of operation are typically Monday - Friday, from 8 am – 8 pm CST, and Saturday – Sunday from 8 am – 4 pm CST).
About Shipping
Where do you deliver?
We ship to the contiguous United States.
How much do you charge for deliveries?
Delivery is FREE when you spend $50 and over. Delivery is $4.99 for orders under $50.
How long will it take my order to arrive?
Your order should arrive in 3-10 business days from when you place the order. Orders received by 4 pm CST Monday to Friday will process and ship the same day. If your order has not yet arrived, please check your shipment tracking information or reach out to our Customer Care team.
What should I do if my order hasn’t been delivered yet?
If you have received a shipping notification, please contact the shipping carrier. If you have not received a shipping notification, please contact our Customer Care team.
Can I recycle the packaging?
Absolutely! The boxes that your deliveries arrive in are completely recyclable.
What if I’m not home when my Cesar products are delivered?
We don’t require a signature for Cesar deliveries. If you’re not home when your order is delivered, the package will be waiting at your doorstep!
About Refunds & Returns
How do I return an item?
If you change your mind, you have 30 days to return an unopened product for a full refund. Please contact our Customer Care team for assistance with your return.
Can I exchange an item?
Please contact our Customer Care team for assistance with your order.
What happens if I want to return an item after 30 days?
We do not currently accept returns after 30 days. If there is a problem with your product, please contact our Customer Care team.
About Payments
Which payment methods are accepted?
We accept credit card (Mastercard, Visa, American Express, Discover, and Diners Club), Shop Pay, Apple Pay, and Google Pay.
How do I know that my payment has been processed?
Your credit card with be authorized when you place the order and fully charged upon confirmation of product shipment. If you are unsure of status, please reach out to our Customer Care team.
How do I add a discount code?
If you are using a discount code, please enter at checkout in the “Discount” field.
