Frequently Asked Questions

Please read our FAQ before sending us a message.

How do I track my package?

Please allow 1 BUSINESS DAY (after your order has been completed) for the system to populate the tracking information, then click the “TRACK ORDER” link in the top navigation menu and enter the necessary info to see the tracking details.


  1. Log into your account at MY ACCOUNT using your email address (or the username we sent you after you created your account) and your password.
  2. Under Recent Orders, click on the order number you wish to track.
  3. Click the TRACK button on top to see detailed tracking information.

Please note by clicking TRACK you will be redirected to a third-party website.

Which payment methods are accepted in the Online Shop?

Credit Cards including Visa, MasterCard, American Express, Discover as well as PayPal.

How long will delivery take?

It depends of the shipping method. If you choose our Free Shipping, your order should deliver within 3-6 business days. Please see our shipping policy for details.

What exactly happens after ordering?

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 is in mail.

It's been 7 BUSINESS days and I still have not received my package. What should I do?

In case your package gets lost or miss-delivered, while we do our best to help you locate the order, we release our responsibility of delivering once the order 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.

Do you automatically charge my credit card when I sign up for automatic shipment?

When you sign up for the automatic shipment we will email you to verify your subscription and its delivery frequency. Once the subscription is verified, we will keep you credit card information on file and send you a notice 5-7 days prior to shipping. You can cancel, skip a month or add to your order at that time via replying to the e-mail or calling us. On the day we ship your order, we will charge your credit card if we haven’t heard otherwise.

I don't see the ADD TO CART button. How do I purchase the item?

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.

Do I have to create an account? What are the advantages of creating an account?

we highly recommend you create an account. There are several advantages to creating an account, including:

  1. Track packages: You will be able to log into the account to easily track your packages.
  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: You will be able to 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.
Why am I getting a credit card error? My order does not go through, why?

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 problem? No worries. Give Taz a call and he’ll help you out. He is off the chair and on the call to help you with any troubles you might have, only if he is not napping! 


Phone: (805) 776-3696 (available only 8.00am – 3.00pm Pacific Time Monday – Friday)
Fax: (805) 335-6886
Address: PO Box 1822, San Luis Obispo, CA 93406
Business Hours: 8am – 5pm Pacific Time Monday – Friday

At Diabetic Outlet, our goal is to provide you with the best service.