Frequently Asked Questions

How do I place an order online?

How can I change/cancel an online order?

  • Orders can only be cancelled if a cancellation request is received prior to the start of fulfillment. Please only request a cancellation by calling Customer Service by phone 855-333-3565 or email

What is your return policy?

  • Your satisfaction is 100% guaranteed and very important to the Purina team. Simply contact our Customer Service by phone 855-333-3565 or email within 30 days of delivery for assistance on processing refunds or replacements. If a product does not perform satisfactorily, please contact our Customer Service Center. 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.

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 phone 855-333-3565 or email

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 phone 855-333-3565 or email

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

What are my payment options?

  • Visa, Mastercard or Discover
  • Currently we do not accept Purchase Orders, American Express, Apple Pay, Amazon Pay, Google Pay, PayPal, checks or any other form of payment.

What is a Security Code, CVV2 or CVN number?

  • This number is placed on your credit card by the card company for your security. It is a customer verification number from your bank card to prevent the fraudulent use of your account. The customer verification number is a non-embossed number located on your card that cannot be obtained easily by using an imprint of your card or simply copying down the account number. On a Visa, MasterCard or Discover card, this will be a three or four-digit number printed on the signature panel on the back of your card, immediately following the account number.

How do you keep my information secure?

  • While no website can be made 100% secure, has security technology in place to protect your personal financial information. We do not store any payment information entered and are PCI (Payment Card Industry) compliant. We also utilize Secure Socket Layer (SSL) technology, which converts sensitive information transmitted over the Internet between your computer's browser and our computer systems (such as your password and customer/user identification) into secure code that is highly unlikely to be read by unauthorized parties. For additional protection, our online applications have a timeout feature that automatically ends your session after 24 hours of inactivity.

What about tax exemption?

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

Does ship to all states in the U.S.?

  • No, will only ship to the lower-48 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.

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

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

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 ship online orders internationally?

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

How are shipping charges calculated?

  • Our shipping costs are based on the actual weight, dimensions and destination of your order. We use shipping tables provided by UPS, and our over-the-road common freight carrier partners to calculate the shipping costs charged to your order. Your order will be shipped from one of our online fulfillment warehouse locations or any of our vendor partner locations. The final shipping cost is calculated during the checkout process, once the shipping destination is entered.

How do pick up in store orders work?

  • When you find the product you would like to purchase you have the choice to have the product shipped to your home or for pick up at a store near you.
  • If you select pick up in store you will have the ability to select a store near you and proceed to checkout.
  • You will need to provide contact information as the store will need to contact you regarding your order and ‘Continue to pickup’
  • You can review your order details and ‘Confirm order with retailer’
  • Once you ‘Confirm order with retailer’ you will receive an email confirming your order details and pick up location.
  • Your selected retailer will contact you with pick up time and payment options.
  • There is no transaction on for pick up orders. 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 your local retailer.
  • If you have issues with your product, please contact Purina Customer Service.
  • If your order has not been picked up after 7 days, your order will be cancelled.