What is the cost to join the VIP Reward Program?

There is no cost. Membership is free.

How does the VIP Rewards program work?

You earn 1 point for every $1 you spend. Based on your annual spending, you’ll be placed into one of three levels: Paw Member, Gold Paw, Platinum Paw. Each level comes with added benefits and perks. Points are automatically added to your account, and once you reach 150 points, you’ll receive a $5 reward in your VIP Rewards account.

How can I sign up for the VIP Rewards program?

You can join online or in-store. To sign up online, click here.

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What are the VIP Rewards levels?

There are three levels: Paw Member, Gold Paw, and Platinum Paw. The higher your level, the more exclusive benefits, offers, and perks you unlock.

How do I become a Paw Member, Gold Paw, or Platinum Paw?

All customers who join VIP Rewards start as Paw Members. As you continue shopping, your annual spending determines your level. Higher levels unlock bigger benefits, more savings, and special offers.

• Spend $150 in a calendar year to reach Gold Paw.
• Spend $500 in a calendar year to reach Platinum Paw.

Paw status resets January 1, 2027.

What benefits do I get as a Paw Member?

As a Paw Member, you’ll enjoy:

• Points on every purchase (1 point per $1 spent)
• 10% off when you Buy Online, Pick Up In Store
• VIP exclusive offers
• Birthday or gotcha day reward
• Every 7th dog wash free

What benefits do I get as a Gold Paw Member?

As a Gold Paw member, you receive everything in Paw Member, plus:

• Free same-day delivery
• 10% bonus points on select brands*

*#BFF, Aristopet, Barker's, Essentials, Florida Aquatic Nurseries, Florida Aquatic Plants, Fresh 4 Life, Jump, Lovibles, Performatrin Naturals, Performatrin Prime, Performatrin Ultra, Performatrin, Pet Supermarket. Select brands are subject to change at any time.

What benefits do I get as a VIP Platinum Paw Member?

As a Platinum Paw member, you unlock our top benefits, that include everything in Gold Paw, plus:

• 25% bonus points on select brands*
• Dog wash upgrade (Ultimate Experience for price of Deluxe Spa)
• Free shipping on orders $35+
• 25% off 5Strands Pet Testing Kits

*#BFF, Aristopet, Barker's, Essentials, Florida Aquatic Nurseries, Florida Aquatic Plants, Fresh 4 Life, Jump, Lovibles, Performatrin Naturals, Performatrin Prime, Performatrin Ultra, Performatrin, Pet Supermarket. Select brands are subject to change at any time.

What are VIP exclusive offers?

As a VIP Rewards member, you’ll get access to special discounts on select products, including many of our top brands and even sitewide sales. These savings are automatically applied at checkout on qualifying items. VIP exclusive offers are separate from other program perks and can’t be combined with coupons or additional percentage-off discounts.

Where do I earn bonus points?

Gold Paw members earn 10% bonus points and Platinum Paw members earn 25% bonus points on products from select brands including #BFF, Aristopet, Barker's, Essentials, Florida Aquatic Nurseries, Florida Aquatic Plants, Fresh 4 Life, Jump, Lovibles, Performatrin Naturals, Performatrin Prime, Performatrin Ultra, Performatrin, Pet Supermarket. Select brands are subject to change at any time. Bonus points are applied only to these products, not the entire basket. Bonus points will be added to your VIP Rewards account automatically.

How long do I keep my VIP status?

Your VIP Rewards level is based on your calendar year spending. If you reach a new VIP Reward level, you’ll stay there for the year and the following year. If your spending does not meet that level, starting January 1, 2027, and every January 1 thereafter, your VIP Rewards level will adjust at the top of the year based on your total calendar year spend. Keep shopping throughout the year to move up and unlock more perks!

Can I check my VIP status online?

Yes! Sign in to your VIP Rewards account to see your current level (Paw Member, Gold Paw, or Platinum Paw) and your total points in the rewards dashboard. How do I redeem my points?

You can redeem points for $5 Rewards:

• Online: Log in to your VIP Rewards account and apply your reward at checkout.
• In-store: Provide the phone number or email linked to your VIP Rewards account at the register.

Do you need a card or fob to use your VIP account?

No. Cards and fobs are no longer used. An associate only needs your phone number to look up your account in any store and an email as a backup to locate your account.

What happens if I don’t want to use my $5 Reward?

That’s ok, you can save your reward for the next purchase you choose for up to 3 months.

Can I transfer points to another account?

At this time, point transfers are not allowed.

Are there any restrictions to what I can redeem my rewards points on?

Yes. Rewards may not be used on gift cards, adoption fees, trial-sized products, clearance items, manager discount, Pet Supermarket services, or third party pet care services at Pet Supermarket stores.

For more information visit our VIP Rewards terms & conditions.

When is my credit card charged for my order?

Your payment method will be charged when your order ships. You may see a pre-authorization hold to verify if your payment method has sufficient funds or credit, and it should disappear between 24 to 48 hours. If your order is canceled, the pre-authorization hold could take up to 7 days to disappear, depending on your bank.

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 contact customer service.

How can I check the status of my order online?

Sign in to your account at the top of the page. Once signed 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 $7.99 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?

We will be happy to refund merchandise returned in its original packaging and with an original receipt within 30 days of purchase. Refunds will be issued in the same form of tender that was used for the original transaction. Items returned opened or without a receipt can be exchanged or refunded to a store gift card for the item’s current selling price. A valid photo ID is required. Small Animals, birds and reptiles are guaranteed for 15 days from the date of purchase. Fish are guaranteed for 7 days – some restrictions may apply. See store associate for details.

Do you ship to P.O. Boxes, APO, or FPO addresses?

No, we are unable to ship to P.O. Boxes, APO, or FPO addresses at this time.

How does Autoship & Save work?

AutoShip & Save is a convenient way to ensure your pet always has the food and supplies they need, delivered right to your door on a regular schedule. When you sign up for AutoShip & Save, you get 35% off your first order, up to a maximum discount of $20. If your cart includes multiple Autoship items, the discount will be distributed across all qualifying products. Additionally, you'll enjoy 5% off all future orders with AutoShip & Save, making it easy and affordable to keep your pet happy and healthy.

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 order?

Yes, but you must be signed 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 'Buy once' 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.

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.