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Cancel or Change Order

Can I cancel or change my order after I place it?

We have all been in that situation where the confirmation email arrives and you realize you ordered 100 of something and you only wanted 10. So…we made it easy to fix it at no cost to you. We hold your order for 1 hour in "New Status" after you place it before it is sent to our fulfillment center to start picking, packing and shipping.

If you need assistance cancelling within the hour of order placement, or have any questions, please call our customer care team at 877-738-3663 Monday-Friday 8:00am-10:00pm, Saturday 9:00am-5:30pm ET to discuss any available options.

Please note: Due to time sensitivity, we cannot guarantee cancelation requests sent via email.

Additionally, we cannot cancel your order after the 1 hour time frame, it will be processed through our fulfillment center and shipped to you.


Free Shipping Promotion

I am trying to take advantage of your free shipping promotion - why am I getting charged a shipping fee?

When offered, our Free Shipping Promotion Codes are valid on orders of $49 or more and up to 60 pounds for ground shipping only. One time use per customer.

Free shipping cannot be combined with Auto Ship  or with any other promotions, or promo codes. The free shipping offer will not apply to frozen products. In-stock items only; no rain checks. Not valid outside the contiguous United States (excludes Alaska and Hawaii). Not for use in combination with other coupons, or loyalty and reward websites.


Why was a 99¢ handling fee added to my order?

We take great pride in picking, packing and handling your order with the utmost attention to detail and accuracy. We account for this extra care and expense by adding a nominal fee to every transaction.


International shipping

Do you ship internationally?

At this time, we do not ship to addresses outside the United States.  Please visit our website again in the future, as that may change at a later time.


Order Status and Shipping Methods

How do I track the status of my order through your shipping partners?

If you place your order in a password protected account, you can track the status of your order by logging into your account online and navigating to the "Order Status" link at the top right corner of the page.

  • An order will be listed as "New Order" in this section for one hour after your order is placed.
  • The status of an order will change to "In Process" while we prepare your items for shipping.
  • For prescription orders, you will receive emailed status updates throughout the prescription verification process, so you know when your vet is being faxed, and when your pet's prescription has been received.
  • Once the order has shipped, the status will change to "Shipped" in your online account. In addition, any tracking numbers we have for the order will display in the details of that order- simply click the ordernumber to view tracking.


When your order has shipped, you will also receive a Shipping Confirmation email.


  • Orders that weigh 9 lbs and over will ship via FedEx. These packages can be tracked via the FedEx website, or by calling FedEx at 1-800-463-3339.
  • Orders that weigh 1-9lbs will ship via FedEx Smart Post. These packages are picked up by FedEx, and are then handed off to your local post office for delivery.
  • Orders that weigh 1lb and under will ship via USPS and do not have a tracking number. These packages will display a tracking number of 0, and are usually delivered within 5-7 business days once they are shipped.

Please contact us within 30 days receipt of any discrepancies from your order so we can rectify the situation immediately.


Shipping costs

How do you calculate the cost of shipping of my order?

Unlike many sites, we charge you as our shipping partners (FedEx and United States Postal Service) charge us, which is based on total weight of your order and the distance it will travel from our facility to your door.

To see the shipping costs associated with your order prior to check out, follow these steps:

  • Add the items you wish to order in your cart.
  • Click on "view cart" in the upper right hand corner of the screen.
  • Proceed through checkout and select your shipping method.


Shipping frozen and raw products

You actually sell and ship FROZEN & RAW products? Tell me how… sells frozen and raw products and can safely ship them to your home. We take extra measures to ensure these products stay fresh in transit. In order to get frozen or raw products safely sent from our freezers and refrigerators to yours we follow the guidelines below:

  • We require all orders to be shipped FedEx 2nd Day Air.
  • Items are packed in dry ice to ensure they stay cold during transit.
  • Regardless of when your order is placed, Frozen and Raw products ship Monday, Tuesday or Wednesday (that way they don't spend time in a hot delivery truck over a weekend).  Please note that due to processing time, some orders placed on Wednesday will not ship until the following Monday.
  • We ask that you send your order to a location where someone will be able to receive it promptly. We only guarantee the food will stay cold for 2 days from shipment, so if no one is there to put it in your refrigerator once it is received, we cannot be responsible for its quality.

Please Note: We cannot accept returns of Frozen or Raw products, nor can we ship frozen and raw products to Alaska and Hawaii.


Shipping Timeframes

How long  will it take for me to receive my order?

Orders that do not require prescription verification will take between 1-2 business days to be processed in our distribution center before shipping. The transit time of your package will depend on the weight of your order and your proximity to our fulfillment center, which is located in Columbus, OH.


Orders that require prescription verification will take between 1-2 business days to be shipped after we receive the prescription from your veterinarian. Prescription medications will ship from our pharmacy in Lousville, KY. Veterinary diets will ship from our fulfillment center in Columbus, OH location, with the exception of Royal Canin Veterinary Diets, which ships directly from the manufacturer.

For all Orders after they are processed and ready for shipping:

  • Orders that weigh 1-9lbs will ship via USPS, and can take 7-10 business days for delivery.
  • Orders that weight 9lbs and over will ship via FedEx and can take 1-5 business days of transit time, depending on your proximity to our fulfillment center

If you need your order sooner, and we offer both Overnight and 2nd Day Air shipping on most products.

When you select Overnight or 2nd-Day Shipping:
- Your non-prescription orders will be shipped the same day when you order by 2pm, Eastern Time. When you order after 2pm, your order will be shipped the next business day.
- Prescription medication and veterinary diets require your vet's approval before shipment, and will ship within 1 business day after we receive approval.

Please note : Royal Canin Veterinary Diet products ship directly from the manufacturer and cannot be shippedOvernight or 2nd Day Air at this time.

FedEx does not deliver on Saturday or Sunday, so the "next business day" after Friday is Monday.

Drop Ship Items ship directly from the manufacturer and may take 7-10 business days to process before shipping, depending on the product. We are not able to offer expedited shipping on drop ship items at this time.


Shipping to Alaska, Hawaii, or APO/FPO/DPO addresses 

Can you ship to Alaska, Hawaii, or have an APO/FPO/DPO address?

For most items -  yes.

We are happy to ship products to Alaska, Hawaii, and APO/FPO/DPO locations. All APO/FPO/DPO orders are shipped via Mail Innovations, and the delivery time can vary from 2-5 weeks, depending on how quickly the military routes the package through their mail service. Please note, Free Shipping promotions exclude orders shipping to Alaska and Hawaii.

As of May 2012, we are unable to ship Royal Canin Veterinary Diets to Alaska, Hawaii and military base locations. Please check the product detail pages for more information.


Shipping to a PO Box

Do you ship to P.O. Boxes?

We use a few different services to ship packages, so we always suggest you use a physical address for shipping.

  • Orders up to 1lb ship via USPS standard mail.
  • Orders between 1 and 9lbs ship via Smart Post (the order is picked up by FedEx, but delivered by the postal service).
  • Orders over 9lbs ship via FedEx.

Please note: We are unable to ship Royal Canin Veterninary Diets to P.O. Boxes.  Please check the product page description for more details.


Signature required for delivery

Do you require a signature when orders are delivered? 

For your convenience, our delivery partners (FedEx & USPS) will deliver your package to your door without requiringa signature so you don't have to be there. There are times where FedEx designates locations as requiring asignature. In those rare instances, a note will be left on your door requesting permission to leave your package the next day.


Holiday Shipping Calendar

What are your holiday shipping deadlines?

Order by 2PM EST on the dates below to get your gifts before Christmas.

  • Ground: December 16
  • 2nd Day Air: December 21
  • Next Day Air: December 22

Rx items will ship upon veterinary authorization. For items that ship directly from the manufacturer, please allow up to 10 business days for delivery.


Still have a question?

For more FAQa about exchanges, vet diets and more, click here.

For our Return Policy, click here.