Frequently Asked Questions
1. What is the minimum for free delivery?
$75 before tax.
2. What is the cost of delivery?
$7.99 for ground orders and $7.99 for same-day. The same-day service is only available to customers living within 15 miles of one of our stores.
3. Do you provide tracking information?
Tracking information is available through text or email, if you do not received either, contact customer service at (310) 212-1026 or email us at email@example.com
4. How long do deliveries take to arrive?
Deliveries are same day within 5 hours of purchase if ordered before 2:30 pm and within our same day delivery radius of 15 miles from our Centinela Feed stores. If order is placed after 2:30 pm and within our same day delivery radius, order will be delivered next day. If delivery address is outside of our same day delivery radius then the order will be delivered within 2-3 business days. Special exclusions may apply ex. Cat trees
5. When are deliveries available?
Deliveries are available 7 days a week, excluding holidays.
6. Where are packages delivered?
Packages are typically delivered to the doorstep of the address provided. Additionally delivery instructions may be provided at checkout.
7. How are frozen deliveries made?
Frozen deliveries are wrapped with ice packs and thermal foil. Deliveries are left on doorstep upon arrival, so we recommend you be present for your delivery so that no thawing occurs.
8. Do Frequent Buyer Programs apply online?
All online purchases that qualify for a frequent buyer program will apply to that program. However, due to system constraints All Free Bags Must Be Redeemed Online.
9. Are large items able to be shipped?
Large/odd shaped items are in-store pick up only.
1. Is there a charge for this feature?
There is no charge for in-store/curbside Pickup
2. When is in-store/curbside pickup available?
Curbside pickup is available 7 days a week, provided the store is open. All curbside orders placed before 6pm will be available for pickup same day. Orders placed after 6pm will be ready for pickup by noon the following business day. Special sales may this time frame, please check with your local store in you have additional questions.
3. How long until my order is available for pickup?
Orders are typically available for pickup 2 hours from placement unless orders are placed after 6pm.
4. How do I know that my order is ready for pickup?
You will receive an email from Centinela Feed when your order is ready. Orders are typically available for pickup 2 hours from placement unless orders are placed after 6pm.
5. How long do we keep your in-store/curbside pick up?
We request that in-store/Curbside Pickup orders be picked up by the customer within 3 days (72 hours) from the time the order was placed. After 2 days (48 hours) of the order being placed we will attempt to contact you. If we are not able to contact you and you do not pick up your order, we will cancel the order and you will be refunded in full within 3-5 business days.
6. What do i need to bring with me to pick up my order?
You will need to bring your government issued photo ID, the credit card used for purchase and your order number in order to pick up your purchase.
1. What is Autoship?
Want to get your favorite items shipped to you on a regular schedule, sign up for Autoship. Pick your frequency and we will automatically send you the items you selected on that schedule. Simple as that. You can also cancel your subscription at any time.
2. How to sign up for Autoship?
You can join from any product page on our website. To join just select the Autoship option for your desired item, select your order frequency and check out as you normally would. You will need to have a Centinela Feed login in order to join, but if you don’t have one you will be prompted to sign up during check out.
3. First Delivery Autoship Discount?
The 20% off discount is valid only on first-time Autoship delivery orders. The discount will apply automatically on your purchase. Maximum discount amount is $35 with first delivery Autoship discount. Centinela Feed reserves the right to adjust orders that exceed the maximum discount amount. All subsequent Autoship orders will receive a 5% discount. Discount taken on the regular Centinela Feed & Pet Supplies online price. Promotion cannot be used in combination with any other offer. Offer valid only at CentinelaFeed.com
4. How do I make changes to my Autoship Order or future Autoship orders?
4. Make your updates to your Autoship Order
5. When will my next Autoship shipment arrive?
Autoship shipments will arrive 1-3 business days after shipment date.
6. How will my Autoship order be shipped?
For all Autoships, we will ship via ground unless you have perishable (frozen) products in your order.
7. How long will changes and edits take to effect my autoship?
It takes 24 hours for changes and edits to take effect. So please plan accordingly.
1. Centinela Feed Return Policy:
We offer a 100% customer satisfaction guarantee on all regularly stocked merchandise purchased from us, either from the online store or in-store, for 60 days, with valid receipt. If you or your pet are not satisfied with your product for any reason, you may return or exchange your online or in-store purchases at any of our locations.
2. Return Exclusions:
*Some exclusions apply & the following items may not be returned or exchanged:
- -Carriers, Crates, & Gates
- -Pet Apparel, Soft Crates and Yards
- -Pet Beds, Cat Furniture
- -Automatic Feeders · Flexi Leashes
- -Houses and Kennels · Pet Toys
3. Order Changes or Cancellation Policy:
If you need modify or cancel your online order after it was placed, please contact us at (310) 212-1026 and ask the operator for Website Order Assistance. If we have already shipped your order, we will not be able to modify or cancel it. We also accept returns within 60 days of purchase. See returns section for more details. We will resolve it as quickly as possible so that your experience is simple and worry-free.
1. How do I reset my password?
To reset your password, please click here then click on "forgot password?". Enter your email, and you will receive an email instruction on how to reset your password. (Check your spam if you do not receive it in 5 minutes)
2. New Account
To create a new account, please click here then click on the "Create Account Tab". From there, fill out your information to create an account with our website. With an account, you can check order status, add products to wishlist, re-order previous orders, and many more.
3. Account Management
Updating your account information can be done after logging in. Once logged in, look for "Account Settings". You will be able to update your account information.
1. When will my payment method be charged?
Your payment method will be charged automatically on the date the order is ready for pick up or delivered. As soon as you place your order, you may see a pending charge for the total amount of the order. There's no need to call or update anything online.
2. What if I don't recieve an Order number?
If you did not see the order confirmation page with order number and did not receive a confirmation email within an hour please place your order again. Pending charges will fall off if there was no Order number issued. (please see payments accepted, our payment process does not accept venmo, zip, paypal )
3. Why are there multiple charges on my card for a single order?
When you place an order, Centinela Feed contacts the bank that issued your card to confirm your account and reserve funds for your purchase. You’ll see a pending charge, also called an authorization charge, in your bank or credit card account. We only charge your payment method when your items are ready for pick up or delivered. Your bank will reserve the funds in your account until your items or the authorization expires. Depending on your bank’s policy, you may see an authorization charge even for a canceled order. If your items don’t ship, the authorization charge will expire. Some banks may take up to 30 days to remove authorization charges from your account.
4. How do I add a payment method?
To pay with a credit or debit card, After inputing your shipping information, click "Next: Payment", then fill out your billing information To pay with a Centinela Feed Gift Card, Click on the Gift Certificate Icon on the payment page then enter your Gift Card number. You can also add or change any of the payment methods we accept at Checkout.
5. Why is my credit card not working?
If you’re having trouble with your credit card, make sure the billing address matches the address on file with your credit card and/or bank. Enter the name and credit card number exactly the way you see it on the card. Before you place your order, add the CVV, a 3-digit code found on the back of your card. We don't support Venmo and Paypal partnered and Zip.
7. What information do I need to check out?
Our checkout is easy, fast, and secure. Enter your shipping address and payment method, then place your order!
8. What forms of payment do you accept?
We accept Visa, MasterCard, American Express and Discover. We also accept Centinela Feed Gift Cards.