Frequently Asked Questions

Click on a question below to review it's answer

 

How can I contact the Pet360 Pack?

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:

Merchandise Returns
Genco (Pet360.com)
2303 John Glenn AVE.
Columbus, OH 43217

RMA # _____

Corporate Headquarters
Pet360
2260 Butler Pike   Suite 100
Plymouth Meeting, PA 19462

 

When are you open to take an order or answer a question?

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.

 

Is Pet360 a secure site for shopping?

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.

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

No, unfortunately once you place your order, we are unable to cancel the order or make any changes.

 

How long does it take for an order to arrive?

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 (FedEx or USPS). Our fulfillment center is located in Columbus, OH so ground service can take 1-5 business days, depending on your proximity to this location. 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.

 

How do you calculate shipping and tax costs?

We offer everyday Free Shipping on orders over $49 (exclusions apply).

If your order is under $49, we charge a flat shipping 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.

 

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.

  

What is excluded from free shipping?

Free shipping does not apply to expedited shipping (2nd Day Air or Overnight Options) or shipping to Hawaii and Alaska. The following products are also excluded from free shipping: cat litter, small animal and bird bedding, small animal and bird food, Pestell Paw Thaw Ice Melter, Safe Paw Ice Melt and PlaySAFE Natural Organic Fertilizer.

Will you ship to a PO BOX?

Yes. Orders to a PO Box will be shipped via FedEx Smart Post. These packages are picked up by FedEx and are then handed off to USPS for last mile delivery.

Do you ship to the U.S. Virgin Islands, Guam, Puerto Rico, Canada or Internationally?

Sorry, we do not ship to the U.S. Virgin Islands, Guam, Puerto Rico, Canada or outside the United States states at this time.

Can you ship it to me if I live in Alaska, Hawaii, or APO/FPO?

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.

What is Pet360’s Overnight/2nd-Day Shipping Policy?

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: FedEx Home Delivery does offer Saturday deliveries at no additional charge.

Why was my Royal Canin Veterinary Diet shipped separately from the rest of my order?

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.

How do I track the status of my order?

When your order ships, you will receive a confirmation email with tracking information. You can track the status of your order by clicking on the tracking number in the email or located in your online account.

Questions for FedEx? You can track your order by visiting the FedEx website, or contact them direct at 1-800-463-3339.

Who will be delivering my order?

Once our retrievers have carefully packed and secured your order for delivery, we hand it off to FedEx 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. 

Orders that weigh 9lbs and over will ship via FedEx. Orders that weigh 9lbs or less ship via FedEx Smart Post. These packages are picked up by FedEx and are then handed off to your local post office for delivery. 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 FedEx at 1-800-463-3339.

How will my package arrive?

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.

 

Is a signature required to receive my order?

For your convenience, our delivery partners (FedEx & 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 FedEx 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.

Rx Processing

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 via fax and request approval 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.(Please note: Some veterinarians will not work directly with us, they may require that you obtain the written prescription from them. Once you have the prescription you are required to mail the original prescription to us).

Or if you have the prescription, you can mail this to us at the address below:

Pet360 Pharmacy
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. If there are no refills remaining, we will need another prescription from your vet.

Lastly, should you need to consult with a pharmacist regarding any concerns, complaints or possible adverse events involving medication, dial (877) 977-3879 to speak to a pharmacist Monday-Friday from 9:00 am - 5:00 pm EST. If calling outside these times, please leave a message 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.

Veterinary Diet Food Processing

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.

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 available 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

What happens if an item I order is out of stock?

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 of 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 in your oder is out of stock, we will ship the available items, notify you via email that the out of stock item has been cancelled and credit your account accordingly.

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.

Is Pet360 a licensed pharmacy and do you fill prescriptions in all states?

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. Pet360 Pharmacy may legally ship into 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.

Will you directly contact my veterinarian for prescription medicine?

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. (Please note: Some veterinarians will not work directly with us, they may require that you obtain the written prescription from them. Once you have the prescription you are required to mail the original prescription to us).

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:

Pet360 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.

Will you directly contact my veterinarian if my pet’s veterinary diet food requires an approval?

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:

Pet360 Pharmacy

2815 Watterson Trail

Louisville, KY 40299

 

What is your Return Policy?

Your Complete Satisfaction Is Our #1 Priority! If you are not completely satisfied with your purchase from us, you may return the product to us within 60 days of your purchase for a full refund.

If we shipped you the wrong product, we will pay for the cost of shipping the product back to us.

All we ask is that the product you are returning is not used or expired, is in the same condition you received it and it is in the original box and packaging.                                                                 

Federal Regulations do not allow us to accept returns of Prescription Medications, Raw, Refrigerated or Frozen Foods.         

To make a return:

Merchandise Returns
Genco (Pet360.com)
2303 John Glenn AVE.
Columbus, OH 43217

RMA # _____

This will help assure the speedy processing of your return.

Once we have received the returned package, we will issue a refund to your original method of payment within 10 business days.

What is the Auto Ship program?

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 fulfillment center 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.

Why should I sign up for the Auto Ship program?

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 for Auto Ship, you enjoy the:

  • Convenience of door-to-door delivery.
  • Ease of simply setting what products you want delivered, and when.
  • Flexibility of adjusting or changing your order whenever you choose.
  • Security of knowing you’ll never run out of food, treats, pet meds, or litter.

Can I put my pet's prescription medication on Auto Ship?

Absolutely! In fact, Auto Ship is a great way to ensure your pets’ medication always comes on time.

Does Auto Ship lock in my price for an item?

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.

What is an Auto Ship Bonus Brand?

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.

How do I sign up for Auto Ship?

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:

  • Shop as usual and add goodies to your cart.
  • At checkout, to the right of the product photo you’ll see a frequency button, select the frequency in which that you’d like each item sent to you*.
  • When you checkout, enter your shipping and billing information, and place your order.
  • Once your order is placed, you have an Auto Ship account.
  • View details of your Auto Ship in the My Auto Ship section of your account.
  • Auto Ship Bonus Brand discounts will be applied to each item when a frequency is selected.

*Each Auto Ship can only have one frequency.

How do I choose my Auto Ship 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.

  • To start, set your order frequency at every 6 weeks to start.
  • When you start running low on your first order and need to place another order, edit your Auto Ship account accordingly based on the date your last order. The amount of time between your original order and your reorder date will be the best 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.

How do I adjust the frequency of my Auto Ship orders?

  • Go to you Auto Ship account page.
  • In the Frequency box, you’ll see the date of your next scheduled order and your current order frequency.
  • Select a new frequency from the drop down menu and confirm the date in the Next Shipment box*.
  • Save your changes!

It’s just that easy!

*REMEMBER - Changing your order frequency will not automatically change the date of your next order.

How do I change the date of my next order?

To reschedule your next order for a date that suits your needs:

  • Go to the Auto Ship section of your account.
  • Under the “Next Shipment" field is the date of your next scheduled order. Also note your current order frequency located below the quantity of the item on order.
  • Click on the field that lists your next order date and type in your desired date, or select a new date from the calendar. 
  • Make sure the frequency date is set to what you want before closing out!

What should I do if I need my Auto Ship order now?

To place your Auto Ship order today, instead of waiting for your next scheduled order date:

  • Navigate to the Auto Ship section of your account.
  • Select the Ship Immediately button.
  • Confirm you would like your order placed right away.

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.

How do I update the credit card connected to my Auto Ship?

  • Go to the details page of your Auto Ship.
  • Go to the Payment section.
  • Select the edit link.
  • Edit a saved payment method, select a different saved payment method, or add a new payment method.
  • The credit card associated with your Auto Ship order should be your default bill / ship to information.

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.

How do I change the address on my Auto Ship?

  • Go to the details page of your Auto Ship.
  • Go to the Shipping Address section.
  • Select the edit link.
  • Add a new shipping address or select a different saved shipping address.
  • Save Changes

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.

How do I remove a product from my Auto Ship?

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:

  • Go to the Auto Ship section of your account and hit the edit auto ship button.
  • If you want to reduce the quantity of the item just type in the new quanity.
  • If you want to remove the product completely, hit the cancel the Auto Ship button.

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 order date.

To change the quantities of the items on your Auto Ship:

  • Go to the Auto Ship section of your account
  • Increase or decrease the quantity by typing in the quantity that you want.
  • Save Changes

Why didn’t my Auto Ship order ship on the date listed?

The date listed under the Next Shipment field on your Auto Ship is the date your order will be 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.

I’m receiving too much food, what do I do?

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.

What if I’m almost out of food?

If you 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.

What happens if a product on my Auto Ship is “out of stock”?

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 provide the product for your order to process, you will receive an email letting you know the item is out of stock. The remainder of your order will ship and the out of stock item will be cancelled. You will not be charged for the out of stock item.

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.

Why is my Auto Ship paused?

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.

The Pet360 Guarantee

At Pet360, our goal is 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.

Does Pet360 make donations?

At Pet360, we are committed to supporting a wide variety of causes that help our furry friends.  

The following organizations are just a few of the recipients of our generosity -

  • Voorhees Animal Orphanage, Voorhees, NJ
  • Philadoptables, Philadelphia, PA
  • Dad's My Angel, Collegeville, PA
  • Forget me Not's, Frederick, PA
  • Delaware County SPCA, Media, PA

Pet360 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 prices and also discontinue products without incurring obligations.

Where can I view your Privacy Policy?

Click here to view the Pet360 Privacy Policy.