Can I checkout as a guest?

Yes, you can checkout as a guest for regular orders. However, an account is required for our Auto Ship & Save program. Guests also do not receive any special VIP pricing that may be available.

I didn't receive an order confirmation. What should I do?

If you did not receive an order confirmation, please first check your email spam folder. If you still cannot find it, please call our customer service team at (866) 230-5188 or email them at customerservice@petsupermarket.com.

How can I check the status of my order online?

Login to your account at the top of the page. Once logged in, click “My Account” also at the top of the page. In the pop-up window that appears, click “Order History”. If you checked out as a guest, click “Track your order” in the pop-up window and enter your Order number and Shipping zip code.

Can I see my in-store purchases online in My Account order history?

No, you can only see online orders in your online account history.

How do I change or cancel my order?

Once an order has been placed, you may contact customer service to see if the order can be adjusted or canceled. If the order is already processing, however, the order cannot be changed or canceled.

When is my credit card charged for my order?

Your credit card is charged when your order ships.

Do you do price adjustments?

Please contact customer service to see if your order can be price adjusted.

Do you price match?

We price match in our retail stores but not online.

Can I order online and pick up in-store?

Yes, you can order online and select a store for pickup but you can only place an order if the item is in-stock in the store location selected.

What payment options do you have?

We accept Visa, Mastercard, American Express, Discover, and Paypal. We also now have ZIP payment plans that allow you to pay for an order in installments over a period of time. For ZIP payments, the order must be a minimum of $35. ZIP payments cannot be used for Autoship orders.

Can I call customer service to have them place my order for me?

No, customer service is not able to place orders over the phone.

Can I use a gift card and a credit card on my order?

Yes, you can use both a gift card and a credit card to pay for an order in-store only. Gift cards are not currently available online.

How much is shipping?

Shipping costs will vary based on the amount of your order, geographic location, and delivery option selected at checkout. For additional details and pricing, please visit the Shipping & Returns page.

How can I get free shipping?

Qualifying orders of $49 or more at the subtotal level (after coupons have been applied and prior to any applicable taxes) ship via standard delivery for free within our delivery area. All orders under $49 ship for a flat rate of $5.99 ground shipping. Restrictions apply and will be noted during Checkout.

Do you ship to Alaska or Hawaii?

Currently, Pet Supermarket does not ship to Alaska or Hawaii. We only ship to the contiguous 48 US states.

Can I return a product in-store that I bought online?

Yes, you can return online purchases in-store but you must have your receipt.

How long do I have to return a product?

Returns must be processed within 30 days of receipt of your merchandise.

How do I change an order date on my AutoShip & Save order?

To change your next order date, visit the 'AutoShip & Save' tab within the account section and select the 'Change Date' button for the order you want to update, then select a new date from the calendar that appears. This will change the order date for the entire order. Please note, this will also affect the order frequency, which will adjust automatically based on the new shipping date selected. If an AutoShip & Save order contains multiple items and you would only like to change the order date of a single item, remove that item from the order by selecting the 'Remove' button. Place a new AutoShip & Save order for that individual item and click 'Change Order Date' button to the right of the order date and select the new date from the calendar that appears, then click the 'Change Date' button.

How do I skip a delivery AutoShip & Save order?

To skip an AutoShip & Save order, visit the 'AutoShip & Save' tab within the account section and click the 'Skip Order' button to the right of the upcoming order date to skip the entire order.

How do I change my AutoShip & Save order frequency?

To modify the order frequency for an AutoShip & Save item, please visit the 'AutoShip & Save' tab within the account section. The current order frequency is displayed next to each AutoShip & Save item in a dropdown menu. To change the order frequency for an individual AutoShip & Save item, simply click the frequency dropdown next to the AutoShip & Save item you would like to modify and select your next desired frequency from the dropdown menu.

How do I cancel my AutoShip & Save?

To cancel an AutoShip & Save item, please visit the 'AutoShip & Save' tab and simply click the 'Cancel AutoShip' link below the frequency dropdown. You’ll be prompted to confirm this action and indicate your reason for canceling. Once you’ve selected a reason and clicked the 'Cancel AutoShip' button, your AutoShip & Save enrollment will be canceled, and no future orders will be placed. You'll receive an email notification confirming this action. You can cancel or skip your order in your account settings 24 hours prior to shipment. Orders cannot be canceled after they have shipped but they may be returned through our normal return process. Please allow up to 24 hours for any modifications to be processed.

How do I update payment information on AutoShip & Save?

You can update your payment information by clicking on "Edit" on the AutoShip & Save page where all the subscriptions are displayed.

How do I make changes to my AutoShip & Save account information?

To review or modify your AutoShip & Save account information, visit the 'AutoShip & Save' section in your account. Changes can be made below each order and the updated information will become the default. Any changes made will only affect future orders.

How do I make changes to my shipping address for my AutoShip & Save order?

To change your shipping address for an order, please visit the 'AutoShip & Save' tab in the account section and click the 'Edit Shipping' link located below the current shipping information. Select a previous shipping address from the dropdown menu or create a new one to add to your account. This address will apply to all AutoShip & Save orders unless otherwise noted. Please note that changing your address on AutoShip & Save does not update your address under "My Account." Hence, you will have to update your new address in both places, if applicable. Please remember to click 'update address' and verify that your updated information was saved successfully. Please allow up to 24 hours for modifications to be processed.

How do I view my future AutoShip & Save orders?

All future orders are displayed in the 'AutoShip & Save' tab within the account section.

How do I combine AutoShip & Save items to be in the same order?

AutoShip & Save items that have the same order date, shipping address, billing address and payment method will ship as one order. If you have more than one AutoShip & Save item and want the items to ship in the same order, simply visit the 'AutoShip & Save' tab in the account section and change the next order dates to reflect your desired order date. Also, confirm the orders are going to the same shipping address.

Can I add items to my next order with an existing AutoShip & Save status?

Yes, but you must be logged into your account. Visit the product detail page of the item you wish to add to your order and find the 'AutoShip & Save' check box. When you click this check box, you will have the option to add the item as 'One Time Only' or as an AutoShip & Save item.

What types of payment are accepted for AutoShip & Save?

All AutoShip & Save orders require a credit or debit card payment. Alternative payment forms, such as PayPal and gift cards, cannot be accepted at this time.

What happens If An AutoShip & Save Item Is On Backorder?

Unfortunately, items will go on backorder from time to time. If that happens to an item you have in an Autoship & Save order, we will continue to place the order for you. If the item does not get fulfilled before the next month’s Autoship & Save order, the order for that item will be canceled and it will continue to try on the next month. You will receive emails throughout this process to keep you updated.

What are the AutoShip & Save Terms?

AutoShip & Save items will ship automatically until you cancel AutoShip & Save. By placing this order, you are authorizing us to charge your card for future orders at the frequency and quantity you selected. The actual cost of each shipment may vary depending on the frequency and quantity chosen. AutoShip & Save Terms & Conditions may be revised at any time and from time to time by updating this posting. For customer service, call (866) 230-5188.

• 30% Off Discount Exclusions: Fromm. Pet Supermarket reserves the right to change this promotion at any time.

Can I Use a different Credit Card for each Subscription Order?

Yes, you can use a different credit card for each subscription order. However, updating one subscription with a different credit card information will default as the new payment method towards your other subscription order. To update your Autoship & Save subscription order with a different credit card, you will need to cancel your AutoShip & Save subscription order, and enter a new subscription order with the updated credit card information.

Do you sell gift cards online?

Gift cards are only available for sale or use in-store.

Can I use my coupon on any item?

No. There are some exclusions to all coupons including some products, gift cards, adoption fees, grooming, or other services.

Can I use coupons online and in-store?

No. Coupons are either valid online or in-store unless otherwise indicated.

Can I use multiple coupons on an order?

No. You can only use 1 coupon per order.

Why is my coupon code not working?

Please consider the following:

What is the expiration date on the coupon?

Did you type in the coupon code directly?

Be sure to remove any extra spaces.

Are you trying to apply the coupon to an item that it does apply to?

Is it an in-store-only coupon that isn’t applicable online?

Did you not meet some of the qualifications to use the coupon?

I forgot to enter my coupon. What can I do?

Unfortunately, coupons cannot be added once your order has been placed.

How does In-Store Pickup work?