Click on a question below to review it's answer
You can email us at [email protected] or call us -
Monday—Friday 8am to 10pm or Saturday & Sunday 9am-5:30pm ET at (877) 973-8360.
If you wish to send something snail mail (how do snails carry those heavy mailbags?), use the following addresses:
Pet360 / NFI
1515 Burnt Mill Road, #CC665
Cherry Hill, NJ 08003
RMA # ___________
2260 Butler Pike Suite 100
Plymouth Meeting, PA 19462
You can call our Customer Care Department at (877) 973-8360!
We are open Monday—Friday 8am to 10pm or Saturday & Sunday 9am-5:30pm ET.
Absolutely. We want to make sure pet parents relax and enjoy shopping for their furry friends, so we use Secure Server Technology (SSL 3.0). Secure Server Technology encrypts your personal information so that no one can intercept the information as it travels through the shopping cart network. Your credit card number, e-mail address, and phone number are completely protected.
No, unfortunately once you place your order, we are unable to cancel the order or make any changes.
Our retrievers are speedy!
Your order will take between 1-2 days to be processed and carefully packaged before it is handed to our shipping partners (UPS or USPS). Our warehouses are located in Cherry Hill, NJ and Chino, CA so ground service can take 1-5 business days, depending on your proximity to these locations. If you need your order sooner, we offer overnight or 2nd day shipping on most products. RX medications and veterinary diets that require a prescription will be released for shipment once your veterinarian approves your prescription and ship from our pharmacy in Louisville, KY.
If your order is under $49.99 (all purchases over $49.99 receive free shipping), we charge a flat rate of $4.99.
Orders shipping to Hawaii, Alaska or US Territories are calculated based on our shipping partners prices based on weight and shipping distance.
Free shipping does not apply to any order with expedited shipping (2nd Day Air or Overnight Options).
You will only be charged sales tax on your order if you are located in California, Colorado, Kentucky, New Jersey or Pennsylvania.
The amount to be charged will display during the final page of checkout, after you enter your shipping and billing address so you can review all applicable charges before placing your order.
Free shipping does not apply to expedited shipping, or shipping to Hawaii or Alaska.
We ship most small packages that weigh 1lb or less via USPS standard mail. Most of our shipments ship UPS, so a physical address is required to ensure there are no delays with your shipment.
Sorry, we do not ship to Canada or outside the United States states at this time.
We sure can and do!
We are happy to ship most products to Alaska, Hawaii, and APO/FPO locations. APO/FPO orders are shipped via the United States Postal Service (USPS).
Please note we are unable to ship Royal Canin products to Alaska, Hawaii and APO/FPO locations.
Non-prescription orders will be shipped the same day if you order by 2pm, Eastern Time. If you order after 2pm, your order will be shipped the following business day.
Prescription orders require your vet’s approval before shipment, and will ship within 1 business day after we receive approval.
There are a select number of products which ship directly from manufactures. These products may take additional time to arrive (typically seven to ten business days).
NOTE: UPS does not ship on Saturday or Sunday, so the “next business day” after Friday is Monday.
Royal Canin Veterinary / Prescription Diet food ships directly from the Royal Canin partner facility closest to you.
Please note that Royal Canin cannot ship to PO Boxes, Alaska, Hawaii, APO/FPO addresses and expedited shipping is not available to any location.
When your order ships, you can track the status of your order by clicking on the tracking number in your online account or your found in the shipping confirmation email.
Questions with UPS - you can contact them at 800-742-5877.
Once our retrievers have carefully packed and secured your order for delivery, we hand it off to UPS (United Parcel Service – the brown truck crew) to deliver it to your door. Occasionally, there may be some exceptions, for instance, shipping to P.O. Boxes or some overnight deliveries where we may utilize other carriers. Smaller packages weighing 1lb or less are shipped USPS, unless air service is selected at checkout.
To track your order, click on the tracking number in your online account or your shipping confirmation email. If you have the tracking number handy, you can also call UPS at 1-800-742-5877.
Getting packages is always so thrilling!
Your package will be delivered to the address you provided for delivery. To ensure your items arrive safely, our team of retrievers carefully places your order in a sturdy cardboard box and secures your items with bubble wrap or filler.
If your order happens to arrive and there is an issue (we are very, very sorry!), please contact us Monday—Friday 8AM to 10PM or Saturday & Sunday 9AM-5:30PM ET at (877) 973-8360, or email us at [email protected] to make sure that you are 100% satisfied.
For your convenience, our delivery partners (UPS & USPS) will deliver your package to your door without a signature so you don’t have to be present to receive your order. However, keep in mind, there are certain locations where UPS does require a signature. In those rare instances, a note will be left on your door requesting permission to leave your package the next day.
Medication that requires a prescription will have "Rx Required" listed under the name of the product on our website. To order prescription medication, 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 it directly from them. If we have your email address on file, you will receive email updates on your order each time we reach out to your vet, and then another to let you know when your prescription has been received.
Or if you have the prescription, you can mail this to us at the address below:
2815 Watterson Trail
Louisville, KY 40299
Your order will be processed and shipped via standard USPS mail (unless you choose to upgrade). For more information on shipping times please see Shipping Timeframes.
If you have ordered your prescription medication previously and we have refills on file, your order will be filled based on the number of refills remaining.
Lastly, should you need to consult with a pharmacist regarding any concerns, complaints or possible adverse events involving medicaton you can speak to a pharmacist Monday-Friday from 9:00 - 5:00 pm EST. If calling outside the available time, please leave a message on our voice mail at 877.977.3879 or send an email to [email protected] Your inquiry will be responded to within 24 business hours. If emergency contact is needed, please contact our customer care department at 877.738.3663 and they will reach out to the pharmacist.
Food that requires a prescription will have "Rx Required" listed under the name of the product on our website. To order prescription food, 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 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.
2815 Watterson Trail
Louisville, KY 40299
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. If you have ordered your food previously, and we have refills on file, please see Refills for My Prescription Order. Be sure to reference your ORDER NUMBER on the approval so we can match it up with your order more easily in our system. Once we receive the approval, your order will be released for processing and shipped within 1-2 business days. For more information on shipping times, please see Shipping Timeframes.
If we have refills on file for your veterinary diet, please see Refills for my Prescription Order
We try VERY hard to make sure we are on top of all 13,000 items for sale on our website so we never run out what you and your pet need. 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 back-ordered or out of stock, we will ship the balance of your order and let you know the outstanding item has been cancelled.
All Rx products are dispensed from the Pet360, Inc. wholly-owned, fully-licensed pharmacy operation in Louisville, KY which currently does business as Pet360 Pharmacy. We are licensed in all 50 states!. Our pharmacy is staffed by fully licensed pharmacists with a combined 40+ years of pharmaceutical experience in a clean, safe & secure pharmacy facility that is routinely inspected by the regulators of the state of Kentucky. Our team and facility follow and abide by all legal, association and safety requirements to ensure that your pet gets the right medicine as prescribed by your veterinarian.
Absolutely! That’s what Pet360 personalization is all about. We understand that your veterinarian knows your pet and we’re here to help you get the products she recommends or prescribes.
If you have a physical prescription, that works too. You can mail us the physical prescription (sorry, legally we cannot accept a fax from a customer but can accept a fax from your veterinarian) to our pharmacy:
2815 Watterson Trail
Louisville, KY 40299
Make sure you note the order number associated with the prescription so we can more quickly identify and process your order.
Absolutely! That’s what Pet360 personalization is all about. We understand that your veterinarian knows your pet and we’re here to help you get the products she recommends or prescribes. If you have a physical approval, that works too. We can accept the Veterinary Diet Food prescription via fax (877.894.5034) , USPS or email it to us at [email protected]
Address to send Veterinary Diet Food Prescription:
2815 Watterson Trail
Louisville, KY 40299
We know it can be frustrating when a favorite product is out of stock, that’s why we try to ensure all of our 13,000 items are always conveniently available. If, for some reason, an item is out of stock or on back-order, we will ship the balance of your order and let you know via email that the outstanding item has been cancelled off your order.
If you aren’t completely pleased with your Pet360 order you can return unused and in original packaging items within 30 days. Our team of dedicated retrievers will work with you to ensure your return is handled smoothly and you get exactly what you want, delivered to your door.
To make a return your order:
Pet360 / NFI
1515 BUrnt Mill Road #CC665
Cherry Hill, NJ 08003
RMA # _____
Please note, when returning an order for a refund, you are responsible for the return postage. If however an error occurred on our part, we will happily pay for the return shipping to ensure your satisfaction. Once we have received the shipment, we will issue a refund to your method of payment.
Due to federal regulation, we cannot accept returns on any prescription medication or frozen food products.
Besides being super cool and convenient, Auto Ship is just one more way that Pet360 makes pet parenting easier. Auto Ship allows you to effortlessly have your pet’s food, treats, and pet meds shipped directly to your door on your schedule—every two weeks, four weeks, or bi-monthly. You just set it, and forget it. On your Auto Ship Order Date, your order is processed early in the morning by our automated system. Once your order is processed, it is sent to our warehouse to be packed and will ship within 1-2 business days*.
And, if you find you’re getting too little or too much of a certain items, want to change your credit card information, shipping address or schedule for a different shipping date, you can easily make changes to your Auto Ship right up until the night before your next order is scheduled to be placed.
*Prescription orders require your vet’s approval before shipment, and will ship within 1 business day after we receive approval.
Because you’re super smart and super busy. Because you want to spend more time loving your pet and less time lugging around heavy bags of food, treats, and litter.
Because when you sign-up Auto Ship you enjoy the:
Absolutely! In fact, Auto Ship is a great way to ensure your pets’ medication always comes on time.
The prices of the products on your Auto Ship are not locked in so be aware that your order total may change depending on the price of the item at the time of processing.
Auto Ship Bonus Brands are brands your pet loves at a price you’ll adore! Auto Ship Bonus Brands are eligible for an additional 5-10% discount exclusively through our Auto Ship program.
Signing up for Auto Ship is as easy as a click. You can set up Auto Ship by selecting a frequency for your products when you’re adding them to your cart, during the checkout process, or on your order confirmation page after your order has been placed.
To set up Auto Ship:
*Each Auto Ship can only have one frequency.
Too much? Too little? Don’t worry about it! Until you know which frequency best meets your needs (it really is all about your needs) you can make changes to your Auto Ship right up until the night before your next order date.
Even better, to help you out, here is what most pet parents do initially.
It’s just that easy!
*REMEMBER - Changing your order frequency will not automatically change the date of your next order.
To reschedule your next order for a date that suits your needs:
To place your Auto Ship order today, instead of waiting for your next scheduled order date:
Once confirmed, your will be processed and your order will ship within 1 - 2 business days. Your credit card will be charged upon shipping the order.
Your next order date will automatically update to be one order cycle from the date you requested immediate shipment.
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.
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.
Please note that you will need to update each item on your autoship with this new information.
You can remove a product from your Auto Ship right up until the night before your next scheduled order date.
To remove a product from your Auto Ship:
You can change the quantities of the products on your Auto Ship right up until the night before your next scheduled order date.
To change the quantities of the items on your Auto Ship:
The date listed under the Next Shipment field on your Auto Ship is the date your order will automatically processed. Once your order is processed, our trusty retrievers sniff out your goodies, carefully pack them up, and ship your package within 1-2 business days.
That’s easy! Just reschedule your next order by selecting a new date from the calendar in your Auto Ship account section.
Make sure the frequency of processing also coincides with your new date.
If you will need your order right away, you can place your next Auto Ship order right away by selecting 'Ship Immediately'.
If you don’t need your Auto Ship order to ship right away, but do need it before your next scheduled order date, just reschedule your next order by changing the frequency and the next shipment date.
That very rarely happens! After all our retrievers work to ensure each Auto Ship order will be sent without delay.
However, in the rare instance that we couldn’t sniff out product for your order to process, you will receive an email letting you know an item is out of stock. The balance of your order will ship and the back ordered item will be cancelled. An email will be sent to you in these rare situations.
If you have any questions or concerns about the availability of a product on your Auto Ship, contact our Auto Ship team and we’ll be happy to help you.
If you see your Auto Ship status is paused, there is a chance we may have had difficulties processing your most recent Auto Ship order.
The pause message on your Auto Ship account will tell you the date your Auto Ship was paused, along with how you can reactivate your account and receive your next order. If you aren’t able to find the information you need, please contact our Customer Care team at 1-877-973-8360, Monday-Friday 8:00am-10:00pm, Saturday-Sunday 9:00am-5:30pm ET and we’ll take care of any concerns you may have. Or, just click here to fill out our contact form as soon as possible. Please note that email inquiries take up to 36 hours to process.
At Pet360 our goal to help make pet parenting easier, that’s why we have a 100% Guarantee and stand behind it 100%. If for some reason you aren’t happy with your shopping experience, call our team of retrievers within 30 days of your purchase toll free at 1-888-973-8360 Monday-Friday 8:00am-10:00pm, Saturday-Sunday 9:00am-5:30pm ET and we’ll take care of any concerns you may have.
Remember! Due to federal regulation, we cannot accept returns on any prescription medication or frozen food.
At Pet360 we are committed to supporting a wide variety of causes that help our furry friends.
The some of the following organizations are receipients of our generosity -
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 prices and also discontinue products without incurring obligations.
For any questions related to privacy, please contact:
2260 Butler Pike Suite 100
Plymouth Meeting, PA 19462 ph. 1-877-973-8360
or contact us at [email protected]
How to Unsubscribe?
It will take our system 24 - 48 hours to update your communication preferences.
What Information We Do Collect We collect the information that you provide us when you visit our website or contact our call center to purchase, return, or exchange a product, in addition if you participate in a contest/survey. The type of information we may collect includes the following: domain name and e-mail address of visitors to our Web page, aggregate information on what pages consumers access or visit, information volunteered by the consumer, such as survey information and/or site registrations, name and address, telephone number, fax number, payment information (e.g., credit card number and billing address).
How We Use Your Information The information we collect is used to improve the content of our Web site, shared with agents or contractors who assist in providing support for our internal operations, used by us to contact consumers for marketing purposes. From time to time we will share with other reputable organizations information to help them contact consumers for marketing purposes. If requested by governmental authorities, when legally required to do so, to verify or enforce compliance with the policies governing our Website and applicable laws or to protect against misuse or unauthorized use of our Website.
We may share information between and among Pet360, Inc., and its current and future parents, affiliates, subsidiaries, companies under common control and ownership, divisions and designees.
Also, we may share information in the event of a successor entity in connection with a corporate merger, consolidation, sale of assets or other corporate change respecting the Website.
If you do not want to receive e-mail or postal mailings from us in the future, please let us know by sending us e-mail at the above address or calling us.
Security Protecting the safety of your personal information is very important to us. We have appropriate security measures in place in our physical facilities to protect against the loss, misuse or alteration of information that we have collected from you.
From time to time, we may use customer information for new, unanticipated uses not previously disclosed in our privacy notice. If our information practices change at some time in the future we will post the policy changes to our Web site to notify you of these changes and we will use for these new purposes only data collected from the time of the policy change forward.
3rd Party Advertising We use third-party advertising companies to serve ads when you visit our Website. These companies may use information (not including your name, address email address or telephone number) about your visits to this and other Web sites in order to provide advertisements about goods and services of interest to you. If you would like more information about this practice and to know your choices about not having this information used by these companies, click here.