Frequently Asked Questions

Please read our FAQ before sending us a message.

You will receive an email with link to track your package. Please allow 1 BUSINESS DAY (after your order has been completed) for the system to populate the tracking information.

All credit and debits cards including Visa, MasterCard, American Express, Discover as well as PayPal.

It depends of the shipping method. If you choose our Free Shipping, your order should deliver within 3-4 business days. Please see our shipping policy for details.

You will receive an email from us with a confirmation letting know that your order has been received and is being processed. You will receive another email with a tracking number once your order ships out.

In case your package gets lost or miss-delivered, while we do our best to help you locate it, we release our responsibility of delivering once the package has been marked as “delivered” or “Accepted by USPS” in the USPS tracking system. Please contact your local USPS office for lost or miss-delivered packages. To file a claim, please retrieve your USPS tracking number from My Account page and present it to your local post office.

Though this is a rare scenario, in case tracking indicates “Received by USPS” after 7 business days, there is a chance your package is sitting in USPS facility somewhere. To locate your package, contact USPS customer service via They will open a case to investigate where you package might be.

Your card or PayPal account will be charged at each autoship frequency you set at the time of checkout. You can cancel, pause, change your autoship details anytime online from your account or by contacting us.

When an item is out of stock, the system automatically hides the ADD TO CART button. This does not happen very often as we always restock low inventory items. We apologize for the inconvenience.

You don’t have to. However we highly recommend you create an account. There are several advantages to creating an account, including:

  1. Keep track of purchases: You will be able to see what you have ordered in the past.
  2. Print Invoices: You can log into your account to print out or download your invoices for insurance and for your own reference.
  3. Fast reorder: Quickly reorder your regular supplies from your account without having to go through the entire checkout process.
  4. Securely save your credit card to your account for future orders: Securely save your credit card information in your account, so you won’t have to re-enter it next time you order. Simply log into your account before you check out, and you will see your credit card info saved to the billing form.

This often happens when one of the credit card number, expiration date, or security code is missing or entered incorrectly. It could also be because the billing address you entered does not match the address on the  credit card. If, after making sure all the information is correct, your credit card is still getting declined, you will need to contact your credit card company and verify your card.

If your order does not go through it’s because of a missing or incorrect information. You should see an error message on top of the page. Please carefully read the error message and correct the corresponding fields accordingly.

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    Still have a question? No worries. Give Tazzy a call and he’ll help you out. He is off the chair and on the call to help you with any questions you might have, only if he isn’t napping! 


    Phone: (805) 776-3696 (available only 8.00am – 3.00pm Pacific Time Monday – Friday)
    Fax: (805) 335-6886
    Address: 9800 EL CAMINO REAL Unit 70, Atascadero, CA 93422-9998
    Business Hours: 8am – 5pm Pacific Time Monday – Friday

    At Diabetic Outlet, our goal is to provide you with the best service whether you like cats or not.