Tel: +(866) 951 – 7387

Frequently Asked Questions:

Q: Does someone need to be home when the order is delivered?
A: No, most people are not home during the day when their delivery is made. Orders are usually left by the front door. If you would like your order left somewhere else, i.e. at the back door, please leave instructions for the driver in the comments section during checkout.

Q: Can I have my delivery sent to my office or place of work?
A: Yes, as long as your work is within our delivery area. Please note any special instructions in the comments section during checkout and select business in the ship to section.

Q: When will my order be delivered?
A: Local deliveries are made Monday, Wednesday and Friday. Orders placed on Friday, Saturday and Sunday are delivered on Monday. Orders placed on Monday and Tuesday are delivered on Wednesday and orders placed on Wednesday and Thursday are delivered on Friday. For rush deliveries or special instructions please contact customer service. Deliveries are usually made between 8am-8pm.

Q: What does local delivery cost?
A: Free local delivery is available in most areas with a minimum order. For complete information on cost and delivery areas click here.

Q: Will my order be alright sitting outside till I come home.
A: Yes, we will try to leave your order in a place where it is out of the sun. Even on a hot Southern California day your food will be fine in the heat. If you are ordering frozen food and will not be home when the delivery is made you should leave a cooler with ice packs by the front door to keep the food frozen until you return.

Q: Do you deliver to gated communities and apartment buildings?
A: Yes, our drivers just need to be able to gain access to the community or building. If there is a guard gate please let them know that you are expecting a delivery from Best Friends Delivery. If there is a gate access code please include it along with any other special instructions in the comments section during checkout. If we come to make a delivery and are unable to gain access a $12 delivery fee will be assessed and your delivery will be made at another time.

Q: Where do you deliver to?
A: Our local delivery service is available in the San Fernando, Conejo and Simi Valleys, plus surrounding areas like Malibu and the Westside. For complete delivery information click here.

Q: I do not live in your delivery area can I still place an order?
A: Yes, we ship anywhere in the United States via UPS and FedEx. During checkout select the one of the shipping options. Shipping rates are calculated during checkout and very based on distance and order weight.

Q: I am looking for an item I do not see on your site, can you order it for me?
A: Yes, in most cases we are able to special order items for our customers. Please contact customer service with your requests.

Q: My veterinarian recommended a prescription diet. Can you get this item for me?
A: No, prescription diets are sold exclusively by veterinarians and licensed clinics.

Q: How do I place an order?
A: Orders can be placed thru our website. Simply select the items you want to purchase, add them to your cart and follow the checkout process. Or orders maybe place over the phone with customer service at 866-951-7387.

Q: What forms of payment do you accept?
A: We accept payment with Visa, MasterCard, American Express, Discover and Pay Pal.

Q: Can I arrange to have a standing order sent to me on a regular basis?
A: Yes, we do offer a regular delivery service. To set up regular delivery please contact customer service. We will keep your order and billing information on file and then send your order to you at a given interval. If you ever need to change your order, time between orders or add additional items just contact customer service.

Q: Do you sell gift certificates?
A: Yes, we offer gift certificates in any amount. Contact customer service to order.

Q: Will you share my personal information?
A: No, we do not sell or share our customers’ information. For more information see our privacy policy.

Q: Is it safe to use my credit card on your site?
A: Yes, your credit card information is protected by our 128-bit Secure Socket Layer (SSL)

Q: What are your hours of operation?
A: Customer service is available Monday-Friday 9am-5pm PST at 866-951-7387. Or you can contact us any time at

Q: Can I place my order over the phone?
A: Yes, you may place your order with customer service at 866-951-7387 Monday-Friday 9am-5pm PST.

Q: What will it cost to have my order shipped to me?
A: Shipping costs are based on the weight of your order and the distance it must travel from our Los Angeles Warehouse. When placing an order your shipping cost will be calculated after filling out the first page of the checkout form with your shipping information. You will know your shipping cost before you are asked for your payment information.

Q: Can I pay with my Pay Pal account?
A: Yes, we accept Pay Pal as a form of payment. In the payment section of the checkout select Pay Pal as your payment option and you will be directed to a Pay Pal page to authorize your payment. For security reasons we can not accept Pay Pal as payment for phone orders.

Q: Do you have a store I can come and shop at or pick items up from?
A: No, we are only a pet food and supplies delivery service. We do not operate a physical store. Our warehouse is not open to the public.

Q: Do you offer any discounts for referring a new customer?
A: Yes, if you refer a new customer to us and they put your name in the how did you hear section of our checkout form you will receive a coupon for 10% off your next order. You will receive a coupon for every new customer you refer.