Web Store FAQ

Q: I can't remember my password or username...how can I get them?
A: Your username is the email address you used to sign up with Bergan Direct Delivery. To recover your password, simply go to the "login" link on the Bergan Direct Delivery home page and follow the "Forgot your password?" link. You will be prompted to answer a simple security question and your password will be immediately emailed to you.

Q: How do I contact someone directly at Bergan?
A: Go here (link to bergandirectdelivery.com/faq)

Q: Can I back-order a product that is currently out of stock?
A: Currently, Bergan does not process back-orders through our web store.

Q: How do I track my shipment?
A: Once your order ships you will be sent a tracking number via email.

Q: What if I received damaged goods or my shipment never arrived?
A: Please contact us toll free at 866-217-9606 so that we can assist you more thoroughly.

Q: Once I’ve placed an order, can I change or update it?
A: We apologize but credit card orders cannot be changed once submitted.  Terms orders can be changed by a Bergan site administrator as long as the order has not shipped.  Please contact us at 866-217-9606.

 
Bergan Product FAQ

Q. Can I replace the battery in my Star Chaser LED Ball? 
A. Unfortunately, due to the design and construction of the ball, the battery cannot be changed out or replaced.   Your best bet would be to just purchase a new LED ball.

Q. Is the glue in the Turbo Scratcher and Star Chaser replacement pads toxic?
A. While it's not intended to be eaten, the glue used in the replacement pads is not toxic and will not chemically harm your pet if it is chewed or swallowed.
 
Q. Is the plastic in Bergan food and water bowls and containers safe for my pets to eat from?
A. Yes. All of the plastic used in our food/water dishes and food storage containers is FDA approved and safe for pets to eat from.
 
Q. Are your soft-sided pet carriers airline approved?
A. All of our bags can be called airline approved, but there is no standard dimensional requirement for all airlines. Approval depends on which soft-side you have and which airline you are traveling with...sometimes it even depends on the actual plane you will be traveling on. These dimensions change quite frequently, so we recommend that you call ahead to your airline to make sure your bag is approved.
Go to the Bergan Pet Containment Page to find the dimensions of your bag.
 
Q. So, where the heck is Bergan located, anyway? 
A. Bergan is located in Monkey Island, OK (yeah, that really is what our address says!). We're a small town near the borders to Kansas, Missouri, and Arkansas and just a stone's throw from the shores of Grand Lake of the Cherokees. Wondering how Monkey Island got its name? Check this out...Monkey Island got its name during the time the Grand Lake basin was being cleared in 1938. "The Bunch and Lee families went to Tulsa to the Mohawk Park Zoo for a Sunday afternoon outing. In the park there was a small island with a moat around it where the monkeys were kept..."
Soon after this visit, a Tulsa World newspaper reporter came through Bernice and was visiting with Mr. bunch about the changes the lake would make. Since this area was to be surrounded by water, Mr. Bunch jokingly remarked, "over there will be the Monkey Island, where the monkeys will be." In a few days, this report was printed in the Tulsa World and the name stuck. The island has been known as Monkey Island ever since.