1 Curbside Pickup
1.1 How long does it take for my Curbside Pickup to be ready?
Your order is guaranteed for pickup the same day as long as it is placed before 5:00pm. Orders placed after 5:00pm will be fulfilled the next business day.
Orders are typically ready within one to two hours. You will receive an email with instructions when it is ready to pick up.
1.2 How do I pick up my order?
When you receive an email stating that your order is ready for pickup, head on over!
Call the store to let us know that you're in our designated Curbside Pickup spot and we'll bring the items out and place them in your trunk. All we'll need from you is the name on your order and the make and color of your car.
1.3 Why don't you deliver or ship?
Because we're such a small operation, delivery just doesn't work for us logistically... for now. Check back very soon for local delivery options!
1.4 I picked up my order and an item is missing/incorrect. What do I do?
Mistakes can sometimes happen. We'll happily check on a missing or incorrect item and take the appropriate steps to remedy the situation. Just give us a call or send us an email within 24 hours of picking up your order.
2 Items for Purchase
2.1 I don't see the items I usually buy in-store. Why is that?
We are adding our inventory to our website as quickly as possible. As we try to be thorough when it comes to photos, product descriptions, ingredient panels, etc., this takes time.
Trust that our online inventory will be updated in due time.
2.2 I want a tag for my pet. Why can't I order one online?
We've got 75+ options for custom engraved tags provided by Red Dingo that our customers love.
Unfortunately, our eCommerce platform doesn't allow for customized items like dog tags, so we can only sell them in-store for the time being.
2.3 Why don't you carry a particular brand?
We go through a strict vetting process with the products we bring into our store.
When it comes to food, we look for a few key factors:
1. Does it contain any corn, wheat, soy, by-products or chemical preservatives?
2. Are any ingredients made in or sourced from China?
If the answer to either of these questions is yes, then our answer is no. We also like to be sure that the quality of acceptable ingredients is up to snuff. Are the farms they source from Certified Humane® or Global Animal Partnership rated? Is the fishery Ocean Wise® recommended? Not only is our pets' quality of life important to us, but animal welfare from the top down is of utmost importance. Not all brands we carry go the extra step of being certified/rated, but do provide documentation verifying their animal welfare standards.
If a brand meets these standards, their products will go through taste tests with our own pets – and often our customers' pets. Only then do we consider making space in our shop for new brands.
When it comes to grooming, wellness and supplements, toys, etc., our primary goal is to show you unique products that you can't find at every corner pet store or big box store. We like to set ourselves apart. Yes, you'll see some well-known brands, but you'll also see small, Mom and Pop brands exclusive to independent pet stores.
3 Loyalty & Frequent Buyer Programs
3.1 Will my online purchases be added to my Loyalty account?
In short, yes. If you use the same phone number and/or email address for your online account that we have on file at the store, your accounts will sync and you'll receive your points.
If your phone number or email address don't match, it will see you as two separate customers. If you're not sure whether we have your correct information on file, call us and we'll check for you!
3.2 The food I bought is part of a Frequent Buyer Program. Will my online purchase count toward this?
Provided the account you use to make your online purchase syncs with your Loyalty account we have in-store, yes. We manually update this when every order comes in.
All free item redemptions must be completed in-store. You can track your progress by downloading the Astro Loyalty app. Create a free account with the email address we have on file and you will be able to see your Frequent Buyer Program progress and history.
3.3 I signed up for an online account without enrolling into your Loyalty program. Can you help?
Give us a call at (818) 293-5290 and we can manually add you to our Loyalty program and apply the correct number of points for your transaction.
4 Rescues & Adoptions
4.1 When is your next adoption event?
Due to the effects of COVID-19 and our attempts to practice social distancing, we will not be hosting in-store events for the foreseeable future.
The good news is that because most people are isolated at home, they're adopting new pets to help keep them company. This has created a short supply for many rescues and shelters – something totally unprecedented. That means we'd be hard pressed to find an organization with available animals to bring to our store.
When we resume hosting adoption events, we'll share that information here and on our social media profiles.
4.2 I want to adopt a new pet. Who do you recommend I contact?
Here are some links to a handful of awesome rescues and shelters to help you in your search:
Kitten Rescue LA: Website | Instagram | Facebook
A Purposeful Rescue: Website | Instagram | Facebook
SNPLA: Website | Instagram | Facebook
North Central Center Animal Shelter: Website | Instagram | Facebook
5 Vendor Submissions
5.1 I represent a product you should carry. Who should I contact?
Send an email to us and we'll be happy to help you out. We get requests from multiple reps weekly, so please be patient.
