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FAQs about Willie's Choice Pet Products

Q: How do I check the status of my order?

A: Upon placing your order, please allow up to 3 business days to have your order processed. Our fulfilment warehouses pack your ordered item(s) and ship the package(s) out as soon as possible. Once your order has been shipped, you will receive a tracking number to your order. You may also visit our website at any time and click on our Order Status page to find the real-time update of your shipment. If you did not receive the order tracking number or did not find any updates on our Order Status page after 5 business days, please contact us immediately and we will do all we can to investigate.

Q: How long does shipping take?

A: Our warehouses are located throughout the United States. For domestic orders in the United States, it will normally take 3 to 10 business days. 

Q: Do you ship Internationally?

A: No, Sorry! United States only. 

Q: Is your website secure with my personal information?

A: Absolutely! We use SSL security to ensure all your personal information is encrypted. We do not store your credit card information and it will be used one-time only upon purchasing of your product. Then your credit card information will be purged.

Q: How do I order on your website?

A: Simply find the product you'd want and click the 'Add To Cart' button. Fill in your shipping and billing information and we'll have your order shipped to you as soon as possible!

Q: Do you offer a refund if I don't like the product?

A: Absolutely! We offer a full refund on your order if you don't like the product. Simply visit our refund policy page for complete details. If you have any additional questions that have not been addressed in our FAQ. Please contact us at mark@willieschoice.com and we will get back to you as soon as possible.

Q: How do you open the pump?

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Q: How do I give it to my dog?

A: Most pets like it on their food but you can use an eyedropper or let them lick it from a bowl.

Q: I purchased the bonus offer. Why are there two charges on my credit card?

A: Thank-you for your purchases. After you make a purchase, that purchase is charged to your credit card. If you then accept the bonus offer that is a completely seperate purchase from your previous one. That is the second charge on your credit card.

FAQs About Our Subscription Plan

Q: How do I log in to my customer account?

You can access your Customer Portal through your Shopify account login. If you have not registered an account, you will need to create an account using the same email address used at checkout. Once your account is registered, you can login and access your Customer Portal by clicking on the Manage Subscriptions link.

Alternatively, you can access your account using the Customer Portal direct link. This link is normally sent in your Subscription Confirmation email and your Upcoming Order email. 

Q: How do I cancel a subscription?

In order to cancel your subscription, you will first need to log in to your account. Within the Subscriptions tab, click the Cancel link next to the subscription order you would like to cancel. On the following page, you will be prompted to enter a cancellation reason. 

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Q: How do I update billing information?

In the Billing Information tab you'll find the current method of payment along with the current billing address. However, this is not the same as the shipping address. You would edit the address in this section if your billing address has changed or if you need to update your email address.

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Q: How do I skip a delivery?

Once logged in, click on Delivery Schedule on the left to see all upcoming deliveries for your subscriptions. To skip a delivery, you can click Skip next to the delivery you would like to skip. Similarly, to unskip a delivery, you would click Unskip next to the order.

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Q: How do I update shipping address?

Once logged in, click on Subscriptions and click Edit to the right of the address. This only affects the shipping/delivery address, this does not update billing information related to the method of payment.

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You will be taken to a page where you can modify your shipping address fields.

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Q: How do I add a product to a subscription?

Once logged in, select the Subscriptions tab, then click Add Product. This will open a pop-up where you can search, view, and select additional products to add to your upcoming deliveries. You may also choose the frequency and first shipment date.

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Q: How do I swap a product?

Once logged in, select the Subscriptions tab to view the current subscription products. On the far right, you can select Swap and select the replacement product.

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