Frequently Asked Questions

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Purchasing & Orders | Community & Profiles

How can I contact the Pet360 Pack?

You can email us at care@pet360.com or call us Monday—Friday 8AM to 10PM or Saturday & Sunday 9AM-5:30PM ET at (877) 9 PET360, (877-973-8360). Please be advised, this email and phone number is for help regarding purchases and orders only.

If you wish to send something snail mail (how do snails carry those heavy mailbags?), use the following addresses:

(Merchandise return)
Pet360
189 Main Street
Harleysville, PA 19438

(Corporate headquarters)
Pet360
2250 Hickory Road, Suite 400
Plymouth Meeting, PA 19462

 

When are you open to take my order?

You can call our faithful retrievers, Monday—Friday 8AM to 10PM or Saturday & Sunday 9AM-5:30PM ET at (877) 9 PET360, (877-973-8360), to place an order. Otherwise, you can shop and place an order 24/7/365 at Pet360.com.

Please be advised, the above email and phone number is for help regarding purchases and orders only.

What are the hours of the Pet360 call center?

You can call our faithful retrievers, Monday—Friday 8AM to 10PM or Saturday & Sunday 9AM-5:30PM ET at (877) 9 PET360, (877-973-8360), to help you place, or answer questions about, an order.

Please be advised, the above email and phone number is for help regarding purchases and orders only.

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?

Of course you can! Our trusty retrievers hold your order for one hour before we start collecting items, packing them up, and sending it on its way to you.

To make a change to or cancel your order within the first hour, just go to your account and review your order status. There, you will be able to cancel the order and place a new order with the correct items.

Please note, we cannot guarantee cancelation requests sent via email. If you wish to cancel an order over the phone, you can reach us Monday—Friday 8AM to 10PM or Saturday & Sunday 9AM-5:30PM ET at (877) 9 PET360, (877-973-8360), to help you place, or answer questions about, an order.

Please be advised, the above email and phone number is for help regarding purchases and orders only.

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 (UPS or USPS). Our warehouses are located in Harleysville, PA and Sparks, NV 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.

How do you calculate shipping costs?

If your order is under $59.99 (all purchases over $59.99 receive free shipping), we charge a flat rate of $4.99. Order 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).

Are there any exclusions on the free shipping?

Free shipping does not apply to expedited shipping, or shipping to Hawaii, Alaska, US Territories or Canada.

Do you ship to a PO BOX?

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.

Do you ship to Canada?

Sorry, we do not ship to Canada 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 all products to Alaska, Hawaii, and APO/FPO locations. APO/FPO orders are shipped via the United States Postal Service (USPS)

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: UPS does not ship on Saturday or Sunday, so the “next business day” after Friday is Monday.

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

Royal Canin Veterinary Diets now ship directly from the Royal Canin partner facility closest to you. As of June 1st 2012, Royal Canin Veterinary Diets will no longer ship from our distribution centers in PA or Nevada and cannot be shipped to P.O. Boxes, Alaska, Hawaii, Puerto Rico, APO/FPO or Canadian addresses. Premium shipping is not available for RCVD products.

How do I track the status of my order?

If your order shipped UPS, you can track the status of your order by clicking 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.

Who will be delivering my order?

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 carry it to your door. Occasionally, there may be some exceptions, like 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.

How will my package arrive?

Getting packages is always so thrilling! Your package will be delivered to your front door or 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) 9 PET360, (877-973-8360), or email us at care@pet360.com make sure that you are 100% satisfied.

Please be advised, the above email and phone number is for help regarding purchases and orders only.

Is a signature required to receive my order?

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.

What if I have a prescription from my veterinarian for my pet's medicine?

Simply put your medicine in your shopping cart then check out like normal. During your checkout process, we will ask you for some key information to confirm your prescription. The information will include:

  • Your veterinarian’s information (name, phone number, and fax number).
  • Your pet’s species, age, and any other pertinent information

To confirm your prescription, we can contact your veterinarian directly for you, or you can mail the original prescription (sorry, we cannot accept a fax or email for medication) for your Pets Medication to:

Pet360 Prescriptions
2815 Watterson Trail
Louisville, KY 40299

To refill your prescription, all you have to do is click on the “quick reorder” button. We will immediately send your pet’s prescription items until the prescription runs out.

What if I need approval from my vet to purchase a veterinary diet?

Simply put the diet or treats in your shopping cart then check out like normal. During your checkout process, we will ask you for some key information. The information will include:

  • Your veterinarian’s information (name, phone number, and fax number).
  • Your pet’s species, age, and any other pertinent information

To confirm your vet’s approval, we can contact your veterinarian directly for you, or you can Mail, scan or fax the approval to:

Pet360 Diet Verification Team
2250 Hickory Rd #400
Plymouth Meeting PA 19462

Fax: 1.877.894.5034 or 1.610.825.6925
Email: FoodRX@pet360.com

To reorder your food, all you have to do is click on the “quick reorder” button.

What happens with back orders and out of stock items?

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 send you that item as soon as we can at no additional cost.

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 Petscriptions Pharmacy. We currently are not licensed in LA. The 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. If you have a physical prescription, that works too. You will get all the instruction you need during the checkout process.

Will you directly contact my veterinarian if my pet’s diet 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. You will get all the instruction you need during the checkout process.

What if a product is on back order or out of stock?

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 send you that item as soon as we can at no additional cost.

How do I redeem a Pet360 gift card?

You’ll redeem your Pet360 gift card (lucky you!) when you check out. All you’ll have to do is check the gift card box at check out and enter your gift card number. If you do not use the entire amount of your gift card the balance will remain for use on your next purchase (expiration date still applies). If your purchase exceeds the amount of your gift card you can pay the balance with a credit card. Only one gift card can be used per order

Pet360 gift cards can only be redeemed at Pet360 and not at our affiliate sites. Gift cards cannot be redeemed for cash.

What is your Return Policy?

If you aren’t completely pleased with your Pet360 order you can return it 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:

  • Call us toll free at 1-888-9pet360 (888-973-8360), Monday-Friday 8:00am-10:00pm, Saturday-Sunday 9:00am-5:30pm ET.
  • Request to return a product and we will give you an RMA Number
  • Package your order and clearly write the RMA Number on the OUTSIDE of the return box
  • Place you packing slip that came with your order inside the box
  • Ship the box to the following address:

C/O: Pet360
189 Main Street
Harleysville, PA 19438

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.

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 placed early in the morning by our automated system. Once your order is placed, 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, add a new favorite, 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 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 pets’ 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.

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 left 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.

  • 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.
  • Under the “Coming Your Way” column, you’ll see the date of your next scheduled order and your current order frequency.
  • Select a new frequency from the drop down menu.

It’s just that easy!

*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 “Coming Your Way” column, is the date of your next scheduled order and your current order frequency.
  • Click on the field that lists your next order date and type in your desired date, or select a new date from the calendar.

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 credit card will be charged, and you will receive your order within a few days. 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.

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?

1. Go to the details page of your Auto Ship.
2. Go to the Shipping Address section.
3. Select the edit link.
4. Edit a saved shipping address, select a different saved shipping address or add a new shipping address.

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.

How do I add a product to my existing Auto Ship?

You can add a product to your Auto Ship right up until the night before your next scheduled order date.

  • Shop as usual and add goodies to your cart.
  • At checkout, to the left 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.

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
  • If you want to reduce the quantity of the item, select the down arrow to the right of the current item quantity.
  • If you want to remove the product completely, select the Remove Item link located beneath the quantity of the item you wish to remove.

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 select the arrows to the right of your current quantities.

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

The date listed under the Coming Your Way column on your Auto Ship is the date your order will automatically placed or processed. Once your order is placed, 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.

What if I’m almost out of food?

If you will need your order right away, you can place your next Auto Ship order right away by selecting Ship Now.

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 processing 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 sniff out product for your order to process, you will receive an email letting you know an item is out of stock. At that time you have the option (we’re all about giving you options!) to wait for the item to come back in stock, so your entire order will ship at once, or we can ship the rest of your order and send the out of stock item once it is back in our warehouse.

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 placing your most recent Auto Ship order. No Auto Ship orders will be placed on an Auto Ship with a Paused status listed unless you reactivate the account. 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 1-888-9pet360 (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. Or, just click here to fill out our contact form as soon as possible.

The Pet360 Guarantee

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 1-888-9pet360 (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.

Due to federal regulation, we cannot accept returns on any prescription medication.

Does Pet360 make donations and who do I contact to receive a donation for my cause?

At Pet360 we are committed to supporting a wide variety of causes that help our furry friends and we are happy to consider your organization. To request a donation email our helping paws folks at donations@pet360.com with "Donation Request" in the subject line. Please include the official name of the organization, Tax ID Number, 501c3 Certification Letter, as well as contact information. We review all requests on a quarterly basis.

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.

Community & Profiles

 

What is the Pet360 community?

It’s a blend of facts and fun, connecting and sharing, and learning and exploring. The Pet360 community helps to simplify pet parenting through a highly personalized experience along with the opportunity to connect, share, and learn from our experts and other pet parents. In our Question and Answer section you can ask questions about behavior and training, health and wellness, raising your kitten or puppy, or any other thing you may have been pawndering.

Why should I register on Pet360?

When you register, you gain full access to highly personalized content including the Safety Center, where you can track recalls and alerts, schedule reminders like vet appointments, and get valuable tips, in addition to the ability to share your experiences and connect with other pet parents like yourself in our Question and Answer section, and receive articles and news tailored to you and your pet.

How do I register for Pet360?

You can register for Pet360 through your Facebook account or your email address.

Rut-Row. I’ve forgotten my password. Now what?

We can sniff it out for you! Just select the “I forgot my password link” next to the Login button.

How do I manage my email preferences?

Scroll down on the left hand side underneath the "Paws Up" Leaderboard. Below it, in tiny print is a link titled "My Settings." Click on the link and you can manage your e-mail subscriptions from there. We are working on getting all of this info in a centralized location so that it is easier to find!

How do I change my password?

  • Hover your cursor over the “My Account” tab in the top right hand corner of your screen.
  • Select “My Details” under the “My Account”
  • Click on “Edit Account Information” and enter in your new password.
  • Don’t forget to click on the “save changes” button!

I don’t like my username. Can I change it?

We’re sorry at this time you cannot change your user name.

How do I add another pet?

To add all of your four-legged friends, go to your account page and click on the “Add a Pet” button.

How do I upload pictures?

It’s simple. Go to “My Account” and click on the green “Add Photo” button. Upload the photo from your computer.

What’s an avatar?

Your avatar is the photo or image that represents you on Pet360.

How do I upload my avatar?

By default you can select one of the green avatars that we’ve supplied, but why not show us your style? Add your own picture by clicking on the avatar icon and uploading a photo. Even better, you can change your avatar anytime you want by simply selecting your avatar picture and then clicking the “Choose Another Avatar” button.

What are tags and how do I use them?

Tags are similar to keywords. They are a way of organizing content. You can easily search for content related to a particular topic by selecting a tag that best represents the topic you are researching. When you start a new topic or ask a question, you can add tags to describe the content of the post. This helps other members get to the topics that they are most interested in more quickly.

How do I ask a question?

Easy! Type in the title of your question in the “Ask a Question” box and select the “Submit” button. You’ll then be taken to a screen where you can type out the full details of your question. You’ll be asked to select where you want the question posted. Choose the best option from the dropdown box. When you are finished writing your question, don’t forget to click the “post” button!

How do I know when someone replies to my question?

You can subscribe to your question so that anytime someone posts a reply you get notified. Just go to the “Question Options” link and select “Subscribe.”

What’s up with “Paws Up”?

"Paws Up" is a way of saying bravo, you rock, way to go, and thanks for the help to a pet parent or expert who helped with a question or answer.

How do I "friend" someone?

Select the member’s avatar. In the right hand column select "Add (username) to Friends."

How do I send someone a private message?

In the upper right hand corner of the screen is a small envelope. This is your mailbox (don’t worry, there’s no mail person that will get the dogs set excited). Click on the envelope and you will be able to check out your inbox, see recent posts from your friends, and compose new messages to stay connected with other pet parents. Remember: no spamming or inappropriate content allowed!

How do I get to my Community inbox to see my Pet360 mail?

Simply click on the "COMMUNITY" tab. Then look up in the top right hand corner of your screen. It's a teensy-weensy little envelope. Click on the envelope, and you'll be taken to your mailbox!

How do I visit the Blogger-hood?

You can visit our blogs by selecting a blog on the right hand column of our Community Page. You can subscribe to a blog by selecting the “subscribe” button. That way, you’ll be notified when a new post goes live.

I tried to post and I got “An Unexpected Error Has Occurred.” What should I do?

Try refreshing your page or selecting the back button on your browser. If this doesn’t work, select the “contact us” link at the bottom of the screen.

How do I report inappropriate content?

Examples of inappropriate content include: profanity, vulgarity, hate speech, hostile comments, or threats of violence. This list is not exclusive and they are strictly prohibited. Any use of the following language will result in removal of offending posts by Pet360 moderators and potential expulsion from the community may be enforced.

If you recognize any violation of terms of use in our user guidelines, please notify us within the community by using the “Report Abuse to Moderator” feature in the Options menu of the post. If you have any questions about our guidelines, terms, or policies, please contact us at support@pet360.com.

Where can I get a copy of the User Guideline?

Why right here of course: http://community.pet360.com/t5/About-Our-Community/User-Guidelines/m-p/5236

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