Shipping & Returns
Frequently Asked Questions
Everything you need to know about shipping & returns with Dr. Tim's Pet Food orders.
Shipping
ALL ORDERS
Our warehouse works hard to get your order out same business day for orders placed before 2 pm EST Monday through Friday. Orders placed after this time may be shipped next business day. Orders placed on Saturday or Sunday will process next business day.
TRACKING
An automated email is sent once your order is filled. If you did not receive a tracking email, please be sure to check your SPAM or JUNK folder, as it may have been flagged by your email provider. Be sure to also add our email from that automated email to your safe senders. The national carrier site will have the most up to date information through your tracking number. Delivery is not always guaranteed as noted due to delays within the shipping channel and are out of our control.
GROUND SHIPPING
Dr. Tim’s Pet Food Company currently only ships products to addresses (no PO boxes) in the contiguous United States. International orders are not accepted at this time.
If your order is $49 or more (after discounts), you will qualify for FREE SHIPPING*!
If your order is less than $49, a flat rate shipping fee of $10.00 will apply to your order.
Delivery takes on average 2-5 business days and delivery estimates are not guaranteed.
*Free shipping rate is based on cart subtotal AFTER any discounts are applied
If you have any issues with tracking or have not received your order, please reach out to us ASAP so we can look into your order immediately. Be sure to check your SPAM or JUNK folder for our tracking email.
Refunds & Returns
We stand behind all of our products and believe you (and your pet!) should be 100% satisfied with your purchase. If you are ever not satisfied with the quality of your purchase, let's talk.
Once an order is placed, we cannot guarantee a cancellation in shipping. Our warehouse works fast to fulfill orders. You are responsible for confirming your product and shipping details before completing the checkout process.
If you purchased direct from drtims.com, please e-mail customerservice@drtims.com with the following details and we will be in touch to discuss your return:
- Order number
- Email address
- Reason for refund request
- Photos (Food // Best By Date // Imperfections)
- Any other details you think may be helpful
Our standard refund/return policy is within 30 days of purchase. Unfortunately we cannot refund original shipping charges.
A return shipping and handling fee for any unopened items you wish to return will be deducted from your refund for the item(s) being returned, based on the amount of your purchase (excluding original shipping fees):
- $10-$49.99 - return shipping fee of $9.99
- $50-$99.99 - return shipping fee of $14.99
- $100.00+ - return shipping fee of $16.99 per box
To initiate a return, please contact us with your order number for instructions and a return label. Once we receive your return to our designated warehouse, we’ll process your return. We will refund your original purchase price for the returned item(s) less original shipping fees. Please allow up to 1 week for your return to be processed.
If you purchased from one of our authorized resellers, please contact them directly to arrange a return. Each reseller will have their own individual store return policies.