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Auto Ship Address Update
 
How do I change the address on my Auto Ship?
 
To select from an address that is already saved in your account: 
1.     Navigate to the "My Auto Ship" section of your account 
2.     Click the Auto Ship you wish to update, click the "Change address" button at the bottom of the page
3.     Select your desired address from the drop-down box and click "Save changes"
 
To enter a new address:
1.     Navigate to the "Address Book" section of your account
2.     Click the "Enter a New Address" link, located at the top of the page
3.     Enter your new address information and click "Save"
4.     Navigate to the "My Auto Ship" section of your account
5.     Click the Auto Ship you wish to update, click the "Change address" button at the bottom of the page
6.     Select your desired address from the drop-down box and click "Save changes"
 
Please Note: Changing the address on your Auto Ship will change future Auto Ship orders only. It will not impact any orders that have already gone into processing.
 
Auto Ship Bonus Brand
 
What is an Auto Ship Bonus Brand?
 
Auto Ship Bonus Brands are brands your pets LOVE that are eligible for an additional 5% discount exclusively through our Auto Ship program. If your pets' veterinary diet is listed as an Auto Ship Bonus Brand, it will be discounted 5% on each Auto Ship order. For all other Bonus Brands that are also eligible for the 15% Auto Ship discount, this brings the total savings on these items to 20% off!
 
Please note: Free shipping and other promotion codes cannot be combined with the Auto Ship 15% discount.
 
Click here to view all of our current Bonus Brands or paste the link below into your browser:
 
http://www.petfooddirect.com/autoship
 
Auto Ship Frequency
 
How do I adjust the frequency of my Auto Ship orders?
 
1.     Navigate to the "My Auto Ship" section of your account.
2.     Click the "Edit This Auto Ship" button, located to the right of your product name
3.     Select a new frequency from the options listed and click "Save Changes" to confirm.
 
Please note: Changing your order frequency will not automatically change the date of your next order. To change the date of your next order, click the "Edit This Auto Ship" button, then under "Next Shipment" select the new date from the calendar and click "Save Changes". If you do not change your next processing date, your next order will be placed on the date listed and the following order will be placed in accordance with your newly selected frequency.
 
Adjusting Auto Ship Processing Date
 
How do I change the processing date of my next order?
 
1.     Navigate to the "My Auto Ship" section of your account.
2.     Click the "Edit This Auto Ship" button, located to the right of your product name
3.     Under "Next Shipment" select the new date from the calendar and click "Save Changes"
 
You can also change the frequency date of your orders if you feel you will need to extend the time between your orders from now on.
 
 
Auto Ship Products Need Different Frequencies 
 
What if I need different products to arrive on different frequencies?
 
No problem! You can select a separate frequency for each item on your Auto Ship.
 
Auto Ship Out of Stock
 
What happens if a product on my Auto Ship is "out of stock" when it's scheduled to process?
 
We update our inventory levels daily and actively work to ensure each Auto Ship order can be sent without delay. In the rare instance that we do not have a product in time for your order to process, you will receive an email letting you know which item is out of stock.
 
Is the price of my products locked in when I choose Auto Ship?  
 
You will always get the lowest price listed on our website, guaranteed! The prices of the products on your Auto Ship order are not locked in, so your prices may change. If an item on your Auto Ship goes on sale, you will get the sale price and all applicable Auto Ship discounts.  
 
Why didn't my Auto Ship order ship on my Shipping Date listed? 
 
The Shipment Date listed on your Auto Ship is the date your next order will be placed by our automated system.
Once an order is placed, it is sent to our warehouse to be packed and usually ships within 1-2 business days.
 
What discounts will apply to my Auto Ship products? 
 
•     Most products receive a 15% discount on every Auto Ship order
•     Bonus Brands (our most popular products!) receive a 20% discount on every Auto Ship order
•     Veterinary Diets receive a 5% discount on every Auto Ship order
•     While you can use and enjoy the conveniences of the Auto Ship program for all items, please note that prescription medications are not eligible for Auto Ship discounts 
 
Benefits of the Auto Ship Program 
 
What are the benefits of the Auto Ship Program?
 
There are so many benefits to joining the Auto Ship program!
•     Schedule your orders to ship when they're most convenient for you, your pet, and your wallet!
•     Set different frequencies for each item your pet needs: Dry Food, Canned Food, Treats, Medication, Flea and Tick, and MORE!
•     We will send you an email notification 5 days prior to your order date so you can make any changes.
•     Pause, reschedule, or cancel your Auto Ship order online, or by contacting our Customer Care team, right up until the night before your next scheduled order.
 
Creating an Auto Ship
 
How can I create my Auto Ship account?
 
You can sign up for Auto Ship easily while you're placing your order.
1.     Add each of your desired items to cart and proceed through checkout
2.     During the checkout process, select the frequency you'll want for each item.
3.     Once your order is placed, your Auto Ship will be created! You can view your Auto Ship in the "My Auto Ship" section of your account
 
Cancel your Auto ship
 
Need help canceling an Auto Ship?
 
We hate to see you go! Do you know you can change the items on your Auto Ship, remove items and adjust your frequency with just a few clicks? However, if you do need to cancel, we understand.  Simply follow these steps:
1.     Log in with your email address and password
2.     Click the My Auto Ship link in your account options
3.     Click "Edit This Auto Ship" button on the item you wish to cancel
4.     Click the "Cancel Auto Ship" button
 
Change Auto Ship product quantity
 
How do I change the quantity of a product on my Auto Ship?
 
You can change the quantities of the products on your Auto Ship right up until the night before your next scheduled Processing Date.
 
To change the quantities of the items on your Auto Ship:
1.     Navigate to the "My Auto Ship" section of your account
2.     Click "Edit This Auto Ship" button on the item you wish to change
3.     Type in the number of the item you wish to receive where the current quantity is listed and hit "Save Changes"
 
How does Auto Ship work?
 
Your Auto Ship can be set up while you place an order. During the checkout process, simply select the items you wish to Auto Ship, along with the quantity you will need of each product. Set your desired schedule for each product individually so you never run out! When it comes time for your Auto Ship to process, we'll send you an email reminding you of your upcoming order so that you can make changes.
 
You can make some changes to your Auto Ship right up until the night before your Auto Ship Processing Date- whether you want to edit your credit card on file, ship your order to a different address, or pause your orders so they'll resume at a more convenient time.
 
On your Auto Ship Processing Date, your order is placed early in the morning by our automated system. Any applicable discounts will be applied automatically, and your next Processing Date will be updated to reflect the next date in your order Frequency. Once your order is placed, it is sent to our warehouse to be packed and will ship within 1-2 business days. Medication and veterinary diet orders require your vet's approval before shipment, and will ship within 1 business day after we receive approval.
 
Can I put my pets' prescription medication on Auto Ship? 
 
Yes!  Auto Ship is a great way to ensure your pets' medication always comes on time.  Once Your Auto Ship order is placed, we will refer to the prescription you have on file. If we need refills, we'll reach out to your vet and you'll receive emails from us during every step of the way.
 
What if I need my Auto Ship now?
 
To receive your Auto Ship order right away:
1.     Navigate to the "My Auto Ship" section of your account
2.     Click the button that says "Ship Immediately"
3.     Your order will be sent to our warehouse for processing.* Your next processing date will automatically update to be one order cycle from the date you requested immediate shipment.
 
*Typical processing time is 1 - 2 business days, but we make every effort to get your order out the door as quickly as possible!  Please note that we do not ship on Saturdays or Sundays.
 
Can I use a promotional code on my Auto Ship order? 
 
If you subscribe to our emails, there will be times when we will send you different promotion codes and offers. These codes cannot be combined with Auto Ship, but are great for those "in-between" orders for items your pets may need like crates, bowls, scratchers, leashes, or replacement litter boxes.
 
Remember- as an Auto Ship member, you receive up to 20% off each order with no minimum purchase requirements, plus you receive special access to private sales, and a members-only promotion code to use for your "in-between" orders.
 
Receiving too much food on Auto Ship 
 
What should I do if I am receiving too much food on the Auto Ship program?
 
If you don't need your order to be placed on your next Shipment Date, but will need it a week or two later, you can simply select a new Shipment Date.
 
To ensure you don't have too much food in the future, you can decrease the quantity of the items on your Auto Ship or consider ordering a smaller size of the products you purchase, if they are available. You can also change your Auto Ship frequency so that your orders are coming less often. All changes can be made up until the night before your Auto Ship Processing Date by logging into your account and navigating to the "My Auto Ship" section.
 
Removing products from Auto Ship 
 
How do I remove a product from my Auto Ship? 
 
You remove a product from your Auto Ship right up until the night before your next scheduled Processing Date.
 
To remove a product from your Auto Ship:
1.     Navigate to the "My Auto Ship" section of your online account
2.     Click the "Edit This Auto Ship" button
3.     If you wish to reduce the quantity of the items on your Auto Ship, you may type in a smaller quantity where the current quantity is listed
4.     If you wish to remove the product completely, click the "Cancel Auto Ship" button
 
Scheduling your Auto Ship orders
 
How do I know what the best frequency is for my Auto Ship deliveries?
 
We understand you may not know how quickly your pet will use this order - that is why we give you the power to make changes to your Auto Ship right up until the night before your next Processing Date!  Most customers choose to set their frequency at every 3 weeks to start, but if you don't know how often you'll need your orders to come, here is what we suggest:
When you start running low on your first order and would need to place your next order, navigate to the "Order History" section of your account. Look at the order date of your last order- the amount of time between that order and today will be the best order frequency for your Auto Ship.  Consider increasing or decreasing the quantities of the items on your order so that you're getting just the right amount each time (for example- if you add an extra bag of food and have your orders ship less often,  that's an easy way to save on shipping costs while also getting your pet's food when you need it!).
 
Update Auto Ship credit card information 
 
How do I update Auto Ship credit card information?
 
To update the credit card connected to Auto Ship:
1.     Navigate to the "My Auto Ship" section of your account.
2.     Click the "Edit This Auto Ship" button
3.     Select an existing payment method from the menu or click the "Add a New Payment Option" link
        beneath where the current credit card information is displayed.
4.    When you're done editing, clikc the "Save Changes".button
 
Please Note: Changing the credit card on your Auto Ship will change future Auto Ship orders only. It will not impact any orders that have already gone into processing.