Frequently Asked Questions

How long will it take for my online order to be processed?

• Items typically will be shipped within 2-4 days of receiving the order.

How can I change/cancel an online order?

• Orders can only be changed or cancelled if a cancellation request is received prior to the start of fulfillment. Please only request a cancellation by emailing Customer Service at purinacustomercommunity@landolakes.com.

What is your return policy?

• If you have purchased our livestock or backyard animal feeds, contact our Customer Service by emailing purinacustomercommunity@landolakes.com within 30 days of delivery for assistance on processing refunds or replacements. For faster processing, please have your bag readily available. Refunds can only be applied to the payment method that was used when the order was placed, and generally take 1-3 business days for processing. Do not discard product until you are instructed to do so by the Purina team.
• Please note: We do not accept returns, nor do we offer refunds for items ordered incorrectly (quantity or product). And due to our manufacturing facility maintaining an FSSC 22000 certification, we are unable to accept product returned to the facility.
• Purina branded Cat/Dog/Pet products are manufactured and sold by Nestle Purina. Their website is www.purina.com or you can call them at 1 (800) 778-7462.

How do I track and manage my purchases?

• All orders placed through our website will receive an order confirmation email or text upon submission. This is your order invoice or receipt. The confirmation will include a link to the order so you can check order details online at any time. If you placed an order and did not receive an email or text confirmation, contact Customer Service by emailing purinacustomercommunity@landolakes.com.

How do I make changes to my account?

• Simply go into the "My Account" area. If you want to change your name or address, click "View Addresses", and then "Edit". This will allow you to change your name, address or add a new address. If you forgot your password, simply click "Forgot Your Password?" link on the log in page. For issues with your account, contact the Customer Service by emailing purinacustomercommunity@landolakes.com.

What about my privacy?

• Purina understands that you care how information about you is used and shared, and we appreciate your trust that we will do so carefully and sensibly. View our privacy policy for a detailed explanation https://www.landolakesinc.com/Privacy-Policy.

What are my payment options?

• We accept Visa, MasterCard, Discover, American Express, Apple Pay, GooglePay, ShopPay, and MetaPay.
• If you are placing an order online to pick up in store, you will pay for your order at the retail location based on their accepted payment types.

What about tax exemption?

• We do not allow for tax exemption at this time. We apologize for any inconvenience.

Does shop.purinamills.com ship to all states in the U.S.?

• Yes, shop.purinamills.com ships to all 50 states. Sales tax, shipping and handling will be applied to your bill accordingly. A full street address is required for all shipments; PO boxes will not be accepted.

What shipping options are available?

• UPS Ground/UPS Standard: Shipping time is approximately five to seven business days after your order has been processed (weekends, traditional holidays and facility closure dates excluded).
• UPS 3 Day Select: Shipping time is three business days after your order has been processed (weekends, traditional holidays and facility closure dates excluded).

Does shop.purinamills.com ship online orders internationally?

• Shipping to locations outside the United States is not available for orders placed via shop.purinamills.com. Shipping freight forwarders or other agents with the intent of exporting product from an online order is also not allowed.

How do pick up in store orders work?

• When you find the product(s) you would like to purchase, you have the choice at checkout to have the product shipped to your home or find an eligible pickup location near you.
• You will be prompted to provide contact information as the store will need to contact you regarding your order.
• You can review your order details and ‘complete your order’ when you are ready.
• Once the order has been placed, you will receive an email confirming your order details and pick up location.
• Your selected retailer will contact you with pick up times and payment options.
• There is no transaction on shop.purinamills.com for orders picked up in-store. Payments, returns and credits for pick up orders are to be handled with the selected retailer.
• If you have questions about your order, please contact the retailer directly.
• If you have issues with your product, please contact Purina Customer Service by emailing purinacustomercommunity@landolakes.com.
• If your order has not been picked up after 7 days, your order will be cancelled.