FAQ

🛍️ Order Pickup

How does in-store pickup work?

Place your order online, then visit us in-store to complete payment and pick up your items.
This allows our team to confirm inventory and ensure everything is correct before checkout.

When will my order be ready?

Most pickup orders are ready the same day during store hours.
If there’s any delay or question, our team will contact you before you come in.

Where do I go when I arrive?

Just head inside and let a team member know you’re picking up an online order.
We’ll take care of the rest.

Do I need to bring anything?

Yes — please bring:

  • Your order confirmation (on your phone is fine)

💳 Payment

Do I pay online or in-store?

At this time, all orders are paid for in-store.
This helps us verify inventory accuracy and apply loyalty rewards correctly.

🔁 Returns & Exchanges

What is your return policy?

All returns must be accompanied by:

  • A store receipt or
  • A purchase history under your customer account (we can look it up)

What if I bought a discounted item?

Discounted items are not eligible for refunds.

How long do I have to report defects or damage?

Defective or damaged items must be presented within 45 days of purchase.

Can I return food?

Food returns are handled on a case-by-case basis.
Please speak with a team member so we can help find the best solution.

🔄 Substitutions & Availability

What if an item I ordered isn’t available?

If an item is out of stock or unavailable, our team may:

  • Contact you with options
  • Suggest a comparable alternative

  • Hold your order until restock (if preferred)

We never substitute without your approval.

Why don’t you show everything online?

Some products (especially beds, pet furniture and specialty items that require fitting) move quickly or require in-store handling.
Our website is designed to help you browse, plan, and reserve, while our staff ensures accuracy in person.

⭐ Loyalty & Rewards

Can I use Astro Loyalty or frequent buyer rewards with online orders?

Yes — rewards are applied in-store at pickup.
This ensures proper tracking and immediate redemption when eligible.

😊 Final Note

We’re here to help — seriously.

Our policies are in place to protect both our customers and our team, but we always aim to be fair, flexible, and helpful whenever possible.

And yes…
RJ Paddywacks reserves the right to lovingly tease customers who don’t read the FAQ. 😉