Shopping FAQ

 

Welcome to our Castor & Pollux Pet Works website! We hope you’ll enjoy your browsing and shopping experience and always welcome your feedback with open paws! Call our pet people at 1-800-875-7518 (Monday through Friday, 7 am to 5 pm PST) or e-mail us at pawmade@castorpolluxpet.com. We'll make sure your questions get answered and your feedback is reviewed.

How do you find the purrfect natural pet products for your favorite feline, or the grrreatest items for your four-legged best friend? We have a number of different ways to browse the selection of innovative, natural, organic, safe, and healthy Castor & Pollux Pet Works products!

You can begin by using the "Our Products" or “Shop By” links at the top of the page to quickly find the selection of items you are looking for. Once you find the correct item, click on that item and a page will be displayed with product information, a photograph of the item, and ordering options. Enter the quantity you want to order in the box next to the product or the option selected and click the "Add to Cart" button.

The Search function (located in the top right corner of our home page) allows you to input a keyword or series of keywords. Then click on “Search” to see a list of all items that are listed for your keyword.

The contents of your current shopping cart will be displayed with all of your items, quantity, and pricing information. If you want to change the quantity you ordered, change the number in the quantity field and click the button "Update Cart Item Quantity". If you want to cancel or delete an item, click the box with "X" to the far right of the item.

You can continue shopping to purchase more items, by using the links at the top of the page, or using the "Back to Previous Page" button.

When you are done adding items, and are ready to complete your order, click the "Proceed to Checkout" button at the lower right side of the page.

Adding a billing address or shipping address

These areas ask for specific information from you. Castor & Pollux Pet Works requires this information to better serve you. However, we never release this information to any other companies or individuals. And, your credit card information is securely maintained with no access to that information. (See our Privacy policy.)

To create a new billing or shipping address, click on “Add New” under the corresponding address heading. Select an "Address Name" from the list. This gives each address a specific name making it easier to identify and select the correct address each time you place an order. Complete the rest of the fields on the form. When adding a shipping address, you will want to indicate whether or not this is also the billing address on your credit card. To save this address, click the "Add Address" button at the bottom of the page.

If the address entered is not marked as a billing address, and you have not already added a billing address, a new form will appear to allow you to enter the billing address. Follow the same procedure as you did for entering the shipping address.

To edit information that you’ve previously saved, select that profile name on the My Account page. Change the information as needed. Then be sure to click the "Update Address" button at the bottom of the page.

Checking Out

Our shopping cart checkout process consists of the following four steps:

Step One: Shipping

Select your shipping method and verify your shipping address. You can choose to modify the existing shipping address or add a new address right on this page. Then click the "Next Step: Billing" button on the lower right side of the page.

Shipping outside the United States:
For orders shipping outside the United States, please contact our office at 1-800-875-7518 and place your order directly with one of our customer service representatives (Monday through Friday 8:00 A.M. - 5:00 P.M. PST). We apologize for the inconvenience, but our website is not currently equipped to handle shipments out of the U.S.

Step Two: Billing

Fill out your credit card information using the form on the left side of the page. Make sure to include the Verification Number which is a 3 or 4 digit code located on the back of most credit cards. If you need additional help, click the link "I need help finding this number". On the right side of the page, verify the billing address for the credit card you used. Once again there is an option to edit the information right here, or use the information from a saved address in the drop down list. Then click the "Next Step: Review Order" button on the lower right side of the page.

Step Three: Review Order

Verify that all the information for your order is correct. This is the last place you can make changes to your shipping or billing address and items ordered. Your final total is displayed at the bottom. This total, that includes the items you ordered and the associated shipping costs, is the amount that will billed to your credit card. Once you have verified your order and are ready to place the order, click the "Place Order" button at the lower right side of the page.

Step Four: Order Confirmation

Once your credit card is billed successfully, you will see an order confirmation page appear. An email confirming your order will also be sent to the e-mail address on your account.

Shipping

Currently Castor & Pollux Pet Works offers shipping via UPS within the US.  If you’re outside of this area, contact us – we ship using the postal system and then just add the postage charges to your order. UPS does not deliver to P.O. boxes, so please be sure that your address is UPS-friendly! The cost of shipping is based on weight, distance, and the service requested (ground, next day, second day, etc). Once your order has shipped, you will receive an e-mail confirming that your order has been sent and your UPS tracking number.

Please call us at 1-800-875-7518 or e-mail us at pawmade@castorpolluxpet.com if you have any questions.

Order History

At www.castorpolluxpet.com, you can log in to check your order history. Look for it in the "My Account" area. There, you will be given a list of order numbers and the dates they were placed. Clicking on the appropriate order will give you the products you ordered, where and when they were shipped, and the status of the order.

Retail Stores

Our pawsitively wonderful products from Castor & Pollux Pet Works are available in fine stores across the country and in Western Canada. For a list of those in your area, visit our Store Locator on this website or call us at 1-800-875-7518.

The Castor & Pollux 100% Unconditional Guarantee

If for any reason you are not satisfied with this product, return it, or call us. It’s okay, we still love you. After all, we’re pets.

Return Policies

All of our products are made with the very highest quality materials and ingredients. But if for some reason you are not satisfied, please return it to the store where you purchased it or if you ordered it online, please call us at 1-800-875-7518 or email us at pawmade@castorpolluxpet.com within 30 days of receiving your order to arrange for your return. Please note that we can refund shipping costs only if the return is the result of our error. For your protection, please use a guaranteed service (i.e. UPS, FedEx, or any other traceable service) for proof of delivery to us. All returns that are sent back must include the original invoice with the “Returns” section (located on the back of the invoice) completed.