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Out of stock items

What happens with out of stock items? 

We try VERY hard to make sure we are on top of all 15,000 items for sale on our website so we never run out what you and your pet needs. Despite our best efforts, we sometimes run out and for that we apologize for any inconvenience.

  • If for some reason one of the products you purchase is out of stock in the fulfillment center, we will ship the balance of your order right away and cancel the item off of your order.
  • You may see an authorization for your order on your method of payment, but we do not charge your card until your order ships. If an item on your order does not ship, this authorization will be removed for the item that was not shipped.

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

Holiday Shipping Deadlines

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.

Cancel or Change a Prescription Order

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

Do you need to update your pet's information on your order after it's been placed? Do you buy one twelve pack of heartworm for two dogs? Did your veterinarian tell you your pet can go off their medication?

If you need assistance cancelling or changing your prescription order, 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 orders once they have shipped.

Corporate address

What is the PetFoodDirect corporate address?

2260 West Butler Pike
Plymouth Meeting, PA 19462

Please note: our corporate office does not process prescriptions or returns.

Customer Care Contact Information

How can I find the help I need?

Weren't able to find a quick answer to your question during your search? You can submit an email by clicking here, and we'll work to respond to your inquiry within 24 hours.

To speak with a member of our Customer Care Team, you can call us at 1-877-PET-FOOD (1-877-738-3663).

We are available Monday-Friday 8:00am-10:00pm, Saturday 9:00am-5:30pm ET.

Exchange an Item


I ordered the wrong item! Can I exchange it for the product I want?

Unfortunately, we are not able to process exchanges at this time. If you are not satisfied with an item you have ordered with us, please don't worry! We are happy to accept your return within 30 days in accordance with our Return Policy.

Expiration Dates

What expiration date can I expect to receive for the food I purchase?

We routinely check product sell by dates at our receiving dock and continuously rotate our inventory to make sure the product you receive is as fresh as possible. While most brick and mortar competitors sell perishable product up until the last possible sell by date, we stop shipping perishable product at least 30 days before expiration so that we can ensure the product you receive is not stale or expired.

Food that requires a veterinarian's approval

What if my pet's food requires an approval from my vet?

Food that requires a prescription will have an "Rx" icon listed under the name of the product on our website. To order a veterinary diet, simply add the item to your cart then proceed through checkout. During the checkout process, we will ask you for information about your pet and veterinarian so we have it on file.

Once your order is placed, we will contact your vet and request approval directly from them.

If you have the prescription from your veterinarian, you can mail, email or fax it to us at the address below.  Please contact us if you choose to use this option so we don't reach out to your veterinarian. Please be sure to reference your order number on your prescription so that we can match it up with your order in our system.

Pet360 Pharmacy

2815 Watterson Trail

Louisville, KY 40299

Fax 1.877.894.5034 or email [email protected]

Please note that our Vet Diet Team operates Monday-Friday from 8:30-5pm EST and is not open on weekends.

Food Products, Risks and Changes

Food Products, Risks and Changes
General Legal Notice:
Food Products - Opened or partially used food products are not returnable unless a problem exists with the quality of the product. Since we do not specifically formulate for taste, smell, consistency, color or other factors unrelated to healthful nutrition, these factors would not be considered just cause for return of opened or partially used products.

Risks - The buyer assumes all risks associated with the use of these goods, whether used alone or in combination with other products. It is expressly understood that we are not responsible and will not be held liable for damages and/or injury caused by the use of any of these products, and that our liability ceases with prudent manufacture and delivery of these products.

Changes - Because of our continuing product improvement program, we reserve the right to change, at any time without notice, the specifications, design and pricing and discontinue products without incurring obligations.

How do I unsubscribe from receiving your emails?

How do I unsubscribe from receiving your emails?

Even though we hate to see you go, you always have the option to reduce the number of emails you receive from us, or discontinue receiving our promotional emails completely. 

Please click the Unsubscribe link found in any PetFoodDirect email to unsubscribe or reduce the number of emails you receive from us.

Please allow 3-5 business days for your subscription preferences to take effect.

Items that drop ship from the manufacturer

Some items on our site drop ship directly from the manufactuer, so they will arrive separately and can take 7-10 business days for delivery.  If you have other items in your order, we will ship those right away and note your packing slip that the other item(s) will arrive separately.  Sorry, but we do not offer premium shipping for drop ship items.

Still have questions?

For Orders Status and Shipping Information, click here.

For our Return Policy, click here.