orbit / shopper questions
Frequently asked questions
Quick answers on bringing your dog in, the open-bag guarantee, free-bag rewards, wash-bay walk-ins and local delivery.
Can I bring my dog or other pet into the shop?
Yes. Leashed dogs and carrier- or harness-secured cats and small pets are welcome in every aisle, and the walk-on scale by the entrance weighs your dog free of charge whenever you visit. If your dog is nervous around others and needs a fitting, call ahead for a private 15-minute fitting before morning opening.
What if my picky cat or dog will not eat a new food?
You are never stuck with it. Under the 30-day palatability guarantee, bring back any open bag of dry, freeze-dried or frozen raw food with at least half left, within 30 days of purchase, for a full store-credit exchange towards another recipe. Eligible open dry bags are donated to local shelter pantries.
How does the Frequent Buyer free-bag programme work?
Most of the kibble, gently cooked, freeze-dried and frozen raw brands on the shelf run a buy-10 or buy-12, get-one-free programme. The till tracks every bag under your phone number, even if you switch flavours within a brand, and tells you the day your free bag is ready. No barcodes to clip, no punch cards.
Do I need to book the self-serve dog wash?
Walk-ins are welcome whenever a bay is free, but on weekends and rainy days it is worth asking ahead for a 30-minute slot. Everything is provided for the $22: the waist-high tub and ramp, aprons, oatmeal, deodorising and hypoallergenic shampoos, conditioner, brushes, ear wipes, towels and warm or cool dryers.
How does same-day delivery handle frozen raw food?
Order before 2:00 PM, Monday to Saturday, within the Kansas City delivery zone and it arrives that afternoon in the shop’s own van: free over $59, or $6 under. Frozen raw and gently cooked meals travel in insulated totes with ice packs and stay frozen on a shaded porch for up to four hours.
Can you special-order a diet, tank or bag size?
Gladly. Distributor deliveries arrive three times a week, so if the shop stocks a manufacturer, or one of its four regional natural-pet distributors does, it can order 25–30 lb bags, cases of canned food, specialist diets or aquarium hardware with no extra shipping fee.
Do you sell puppies, kittens or small animals?
No. Puppies, kittens, rabbits and birds are never sold. The shop keeps freshwater community fish, cherry and Amano shrimp, live aquatic plants and feeder insects for reptile keepers, and teams up with local foster rescues for monthly weekend adoption days.
How much water should I bring for a tank test?
About half a cup (120 ml), scooped from mid-depth just before you set off, in a clean jar or bottle rinsed with plain tap and tank water only, because soap can skew pH and ammonia readings. A phone photo of your tank and filter model helps Priya tailor the advice.