(0) Cart

× Recently added item(s)

You have no items in your shopping cart.

Frequently Asked Questions


Product Availability & Information FAQs

1.  Will Purina products discontinued from other stores still be available on Purina Store?

We may offer remaining inventory of a recently discontinued product on Purina Store, though availability is always subject to change. To determine if we’re currently offering the product you’re looking for, simply use our Search feature found at the top of the website to check for availability, or contact our pet advisors via phone at 1-800-579-7733, email, or Live Chat.

2.  Why isn’t the brand or product I’m looking for available on Purina Store?

We’re sorry that we don’t have the product you’re looking for on our site. We aim to offer as many brands, products, and sizes as possible on Purina Store, but we aren’t able to offer all Purina products on our site at this time. To find out what retailers and websites do carry the Purina product you’re looking for, please contact one of our pet advisors via phone at 1-800-579-7733, email, or Live Chat, and they will be happy to help you find a way to purchase the items you need.

3.  Can I purchase Purina Veterinary Diets directly from you?

Great question! Our Purina Veterinary Diets can only be purchased through licensed veterinarians, as these therapeutic diets require a prescription. For more information about our Purina Veterinary diets, call 1-800-879-1266 or visit PurinaVeterinaryDiets.com

4.  Will you be adding more products in the future?

We are always looking to add to the brands and products we carry on Purina Store to better meet the needs of customers like you. If you’re interested in seeing a particular brand or product on our site, please share your suggestion with one of our pet advisors via phone at 1-800-579-7733, email, or Live Chat.

5.  Why aren’t all sizes of the product I need available on Purina Store?

We apologize that we don’t have the size product you’re looking for on our site. We aim to offer as many brands, products, and sizes as possible on Purina Store, but we aren’t able to offer all products or all product sizes on our site at this time. To find out what retailers and websites do carry the right size of the Purina product you’re looking for, please contact one of our pet advisors via phone at 1-800-579-7733, email, or Live Chat, and they will be happy to help you find a way to purchase the items you need.

6.  I’m not sure how much product I should order for my pet? Can you provide feeding information so I can determine how long an order might last?

We certainly want to make sure that you’re purchasing the right size product for your pet’s needs. To access feeding recommendations for products on our site, simply go to that product page and click the “Ingredients” tab under the product description. There, you’ll be able to view the feeding recommendations for that particular product, which can help you determine how much to purchase based on your pet’s needs. If you need additional information, one of our pet advisors would be happy to help. Just contact us via phone at 1-800-579-7733, email, or Live Chat, and we will be happy to help you determine the right amount.

7.  Where can I find ingredient and nutrition information about a specific product on your site?

To access nutritional information for products on our site, simply go to that product page and click the “Ingredients” tab under the product description. There, you’ll be able to view that product’s ingredients, guaranteed analysis, and feeding recommendations. If you need additional information, one of our pet advisors would be happy to help. Just contact us via phone at 1-800-579-7733, email, or Live Chat, and we will be happy to help you determine the right amount.

 

Website FAQs

1.  How do I create an account?

To create an account with Purina Store, click “Sign In” at the top of any page on our site and you’ll be directed to the account login page. On that page, click “Register” under New Customers, where you’ll be able to create an account using your email and password. Once you've successfully submitted your account information, and you’ll receive an email from us confirming your new account.

2.  Do I have to register to place an order?

In order to better serve you through order tracking and account management, you are required to create an account when placing an order with Purina Store. You can easily create an account by clicking “Sign In” at the top of any page on our site and selecting “Register” where you’ll be able to quickly set up an account with your email address and a password.

3.  I forgot my password – how can I retrieve it?

Click “Sign In” at the top of our website and select “Forgot Your Password?” under the login fields on our sign in page. You’ll receive an email from us with a link to rest your password. Note that when resetting your password, you will be required to answer or set security questions for your account.

4.  I’m getting errors when entering information. What’s wrong?

If you receive errors when using our website, please contact our team via phone at 1-800-579-7733, email, or Live Chat with your order number ready, and one of our pet advisors will be happy to troubleshoot with you.

5.  Your website will not recognize my email and/or password to login to my account. What’s wrong?

To troubleshoot your email or password issues, please contact us via phone at 1-800-579-7733, email, or Live Chat and one of our pet advisors will be happy to assist you.

6.  Your website timed out while I was in the middle of entering my order. Can you check and make sure it went through?

We’re apologize for the issues you’re experiencing. To confirm that your order was successfully placed, please contact us via phone at 1-800-579-7733, email, or Live Chat and one of our pet advisors will be happy to assist you. Also, if your order was successfully placed, you should receive an order confirmation email, so please check for that as well.

7.  How can I be assured that your site is secure?

In order to ensure that your personal data is protected, our website is secured by Authorize.Net SSL Certificates. The Authorize.Net Trust Seal appears in the lower right-hand corner of our website.

8.  I’m having problems adding items to my shopping cart and/or checking out. Can you help?

If you’re experiencing issues with your shopping cart or checkout pages, please contact our team via phone at 1-800-579-7733, email, or Live Chat and one of our pet advisors will be happy to assist you.

9.  How do I change my email address and/or password for my registered account?

Once you’ve logged in to your existing account, click on My Account in the top navigation then click Account Information to access your account settings. On the Account Information page, edit the email shown in box. To edit password, check box next to “Change Password” and make edits at the bottom. Once your edits are compete, click the Save icon to save your edits.

10.  How do I change my billing address?

Log in to your existing account and click on My Account in the top navigation to access your account settings. On the Account Dashboard page, click “Edit Address” next to each Address field on that screen. After making your changes, be sure to click “Save Address” to ensure the updates are completed.   

 

Ordering FAQs

1.  Can I order my products by phone?

For the security of your personal information, all orders may only be submitted via our website. If you need assistance placing your order, please contact us via phone at 1-800-579-7733, email, or Live Chat, and one of our pet advisors will be happy to help you get your order placed.

2.  Can I be set up for subscription ordering since I order the same products regularly?

Absolutely – subscribing to products you buy regularly is a great way to keep the items you and your pet love on hand. Joining Auto-Replenishment is easy; it can be done while browsing on a product page or while reviewing items in the shopping cart. To subscribe, simply select the Auto-Replenishment option for your desired product, select your preferred shipment frequency and then check out as normal. 

3.  My order would not go through – why?

We’re sorry you’re experiencing trouble placing your order with us and want to make it better. Please contact our team via phone at 1-800-579-7733, email, or Live Chat, and one of our pet advisors will be happy to help you get your order placed.

4.  Can I cancel or change my order after I place it?

We try to fulfill your order as quickly as possible, often same day, so our ability to cancel or make changes to an order may be limited. If you wish to cancel or make changes to an existing order, please contact our team immediately via phone at 1-800-579-7733, email, or Live Chat, and one of our pet advisors will work to accommodate your request.

 

Status, Return, & Refund FAQs

1.  The product I received was damaged or incorrect. How do I get a refund or replacement?

We apologize for any damaged or incorrect product you may receive and want to make it right. Please contact us via phone at 1-800-579-7733, email, or Live Chat, and one of our pet advisors will be happy to assist you in a refund or replacement.

2.  Can I return a product once I receive it?

We’re sorry that you may be dissatisfied with the product you received. If you’d like to return an item, please contact us via phone at 1-800-579-7733, email, or Live Chat, and one of our pet advisors will be happy to assist you with your request.

3.  What is your guarantee policy?

We want to ensure that you and your pet are satisfied with the Purina products you purchase from our store. While Purina Store itself doesn’t offer its own guarantees on products, individual products may be guaranteed by Purina and its brands. Please check the product packaging for guarantee information, and if you need additional assistance, please contact us via phone at 1-800-579-7733, email, or Live Chat.

4.  I placed my order but did not receive confirmation or an order number. Can you provide a status?

Once your order is submitted, you should receive a confirmation email with the order number. Please check your Spam folder to verify you received this email. If found, be sure to add email@email.purinastore.com to your approved email list. If it is not in your Spam folder, you order may not have been received or processed. Please contact our time via phone at 1-800-579-7733, email, or Live Chat, and one of our pet advisors will be happy to determine the status of your order.

5.  I receive the wrong product and/or am missing items. What should I do?

We apologize for the issue and want to correct it for you as soon as possible. Please contact us via phone at 1-800-579-7733, email, or Live Chat, and one of our pet advisors will help in making sure you receive your complete and correct order.

6.  My order did not arrive on the expected delivery date – what should I do?

We apologize if you’re experiencing a delay in receiving your order. Our standard delivery time is approximately 3-5 business days after your item has shipped. If you are experiencing a delay beyond 3-5 business days, haven’t received confirmation that your order has shipped, or simply wish to get a status of your order, please contact us via phone at 1-800-579-7733, email, or Live Chat, and one of our pet advisors will be happy to assist you.

7.  My order was cancelled – why?

There are various reasons for why your order might have been cancelled. Please contact us via phone at 1-800-579-7733, email, or Live Chat, and one of our pet advisors will be happy to assist you with your order.

 

Payment & Billing FAQs

1.  What payment methods do you accept?

We currently accept Visa, MasterCard, Discover, and American Express as payment for orders on Purina Store.

2.  How is the final cost of my order calculated?

Your final cost will be calculated based on the products in your order, quantity, shipping costs, applicable taxes, and processing charges, if any.

3.  Can I use my Pro Club coupons to pay for product?

Unfortunately, Purina Store does not accept Pro Club coupons at this time.

4.  Do you accept PayPal?

No, we do not accept PayPal payments at this time.

5.  The amount charged to my credit card is incorrect. How can I fix this?

We’re sorry for the error in the amount you were charged. Please contact our team via phone at 1-800-579-7733, email, or Live Chat with your order number ready, and we will be happy to help fix the situation.

 

Promotion & Discount FAQs

1.  Will you run sales on Purina Store like other e-retailers do?

From time to time, we may offer sales on select products. To stay informed about future promotions, we encourage you to subscribe to our emails on your My Account page and check back on our site regularly.

2.  Are there discounts for orders over a certain quantity?

Sorry, we currently do have a program to offer discounts on orders at a certain quantity.

3.  Do you have a frequent buyers program for repeat deliveries?

We do not currently offer a discount program for repeat deliveries, but we do offer subscription services to make it more convenient to receive the products you and your pet love from Purina Store.

4.  How do I get a promotion code for Purina Store?

From time to time, we may offer promotion codes for discounts that can be specific to a certain type of product, product size, frequency of use, and/or promotional duration. We encourage you to subscribe to our emails on your My Account page to stay up to date about Purina Store promotions.

5.  I have a promotion code for Purina Store. What can I use it on?

Each of our promotions have certain terms and conditions that are detailed in the promotional communication (such as an email or digital coupon) where you received the code. These may include, but are not limited to, a specific product type or size, minimum order quantity, or minimum order price. All promotions are available for a limited time during the dates indicated in the promotional communication. If you have a promotion code and are uncertain about what you can use it on, please contact us via phone at 1-800-579-7733, email, or Live Chat and one of our pet advisors will be happy to assist you.

6.  How do I use my promotion code?

To use a promotion code on Purina Store, add the item(s) you wish to purchase in your shopping cart. On the Shopping Cart page, there will be a field prompting you to enter your promotion code. Enter the entire code into that text field and click “Apply.” You will then see the discount reflected in your shopping cart. Remember, in order for your discount code to work, the item(s) in your cart must be valid for the code’s use, and the code must not be expired or have already been used on a previous purchase.

7.  My promotion code isn’t working. What should I do?

If your promotion code isn’t working, make sure that the code is valid to use on the items you are trying to purchase and that the code hasn’t expired or previously been used. If you have made sure that your code is valid and are still having trouble, please contact us via phone at 1-800-579-7733, email, or Live Chat and one of our pet advisors will be happy to assist you.

8.  Can I use Instant Redeemable Coupons when making a purchase on Purina Store?

While some of our products sent from Purina Store may contain Instant Redeemable Coupons on their packages, we are unable to accept any Instant Redeemable Coupons at this time due to system limitations. We encourage you to use these coupons on your next shopping visit to your local retailer.

 

Subscription FAQs

1.  What is Auto-Replenishment?

Auto-Replenishment is the most convenient way for you to get the products you want delivered to you on a regular schedule. We automatically send your favorite products based upon your chosen frequency. The service is easy to use and customizable, so you can make changes online whenever you need. Just tell us how often you want your products, and we'll take it from there. You will receive free shipping on Auto-Replenishment orders $50 or more!  

You always have complete control over your Auto-Replenishment orders and we send an email reminder 10 days before each order ships. You can change your delivery frequency, next order date, or quantity anytime by visiting ‘My Subscriptions’ located within your account. Changes to orders can be made any time within 24 hours of the next scheduled shipment date and you can cancel at any time.

2.  How do I enroll in Auto-Replenishment?

Joining Auto-Replenishment is easy; it can be done while browsing on a product page or while reviewing items in the shopping cart. To subscribe, simply select the Auto-Replenishment option for your desired product, select your preferred shipment frequency and then check out as normal. 

3.  What will happen after I join Auto-Replenishment?

After you join Auto-Replenishment, you will receive an email confirming your subscription. This email will include a link to access the ‘My Subscription’ section in your account where you can manage your future orders, Auto-Replenishment items and Auto-Replenishment account information.

We will place your Auto-Replenishment orders automatically according to your selected frequency, and you will only be billed on the day the order is shipped. We will send you an email reminder 10 days before each Auto-Replenishment order. You will also receive email notifications regarding other important information related to your Auto-Replenishment account, such as if your item is discontinued or out of stock, if you cancel your subscription, and confirmation when an order is placed successfully.

4. How do I make changes to my Auto-Replenishment order?

Once you’ve joined, Auto-Replenishment is easy to manage. You can change your next order date, skip an order, change your selected frequency, or cancel a subscription by visiting the ‘My Subscriptions’ section in your account. Please allow up to 24 hours for modifications or cancellations to be processed. 

Change an order date:

    • To change your next order date, please visit the ‘My Next Order’ tab within the ‘My Subscriptions’ account section and click the ‘Change Date’ button to the right of the next order date then select a new date for your order. This will change the order date for the entire order. 
    • If an Auto-Replenishment order contains multiple items and you would only like to change the order date of a single item, please visit the ‘My Subscriptions' tab and identify the individual item you would like to modify. Please click the ‘Edit’ link to the right of the subscription details and click the ‘Change Order Date’ button.

 

Skip a delivery:

    • To skip a subscription order, visit the ‘My Next Order’ tab within the ‘My Subscriptions’ account section and click the ‘Skip Delivery’ button to the right of the upcoming order date dropdown to skip the entire order.

 

Change shipment frequency:

    • To modify the delivery frequency for a subscription item, please visit the ‘My Subscriptions' tab. On this tab, the current delivery frequency is displayed next to each subscription item in a dropdown menu. To change the delivery frequency for an individual subscription item, simply click the frequency dropdown next to the subscription item you would like to modify and select your next desired frequency from the dropdown menu.

 

Cancel subscription:

    • To cancel a subscription item, please visit the ‘My Subscriptions’ tab and simply click the ‘Edit’ link to the right of the subscription details and click the ‘Pause Subscription’ button. You’ll be prompted to confirm this action and indicate your reason for cancelling. Once you’ve selected a cancel reason and clicked the ‘Pause Subscription’ button, your subscription will be cancelled and no future orders will be placed. You will receive an email notification confirming this action.

 

Please allow up to 24 hours for any modifications or cancellations to be processed.

5.  How do I edit the shipping and/or billing address associated with my Auto-Replenishment subscription?

To review or modify your Auto-Replenishment account information, login to your account and view the ‘My Account’ section. There, you can change your default billing and shipping addresses. Please remember to press ‘OK’ and verify that your updated information saved successfully. We kindly ask that you allow up to 24 hours for modifications or cancellations to be processed. If you have any issues editing your information, please contact us and we’ll work to get the problem resolved as soon as possible.

6.  What is the difference between the ‘My Next Order' and ‘My Subscriptions’ tabs?

The ‘My Next Order’ tab shows the details for your next scheduled order. An order may contain more than one individual item scheduled for Auto-Replenishment if the items have the same order date, shipping address, billing address, and payment information.

The ‘My Subscriptions’ tab displays individual subscription items and all associated details for each individual subscription including next order date, quantity, delivery frequency and shipping address.

7.  How do I view my future deliveries?

You can view your future orders in the ‘My Next Order’ tab in the ‘My Subscriptions’ section of your account. Your very next scheduled order will be displayed. To see additional deliveries, click on the down arrow next to the next scheduled order date below ‘View Upcoming Orders.’

8.  How do I combine items to be in the same order?

Auto-Replenishment 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 Auto-Replenishment item and want the items to ship in the same order, simply visit the ‘My Subscriptions’ tab in the ‘My Subscriptions’ section of your account and change the next order dates to be the same. Also, confirm the orders are going to the same shipping address and have the same billing address and payment method.

9.  Can I add items to my next order with an existing subscription?

Yes! To do so, you must be logged into your account. Visit the item’s page you wish to add to your order, and find the ‘Add To Next Auto-Replenishment’ button. When you click this button, you will have the option to add the item as one time only or as a subscription. You can also find these instructions in the ‘My Next Order’ tab in the ‘My Subscriptions’ section of your account.

10.  What types of payment are accepted for Auto-Replenishment?

All Auto-Replenishment subscriptions require a credit or debit card payment. Alternative payment forms, such as PayPal, cannot be accepted.

11.  I received an email that something went wrong with my Auto-Replenishment subscription. What should I do?

Please log in to your Purina Store account and verify that all payment information, shipping information, and billing information is correct. If you can’t find any issues after checking, please contact us as soon as you receive that email and we’ll work to get the problem resolved as soon as possible.

12. How do I edit the payment information associated with my Auto-Replenishment subscription?

To update your payment information, log in to your account and visit the ‘Manage Credit Cards’ page, found in the left-hand column. Here, you can edit an existing credit card’s information, delete an existing credit card, or add a new credit card to your account. The credit card that you used when first enrolling in Auto-Replenishment will be the payment method associated with your Auto-Replenishment subscription. If you have any issues editing your information, please contact us and we’ll work to get the problem resolved as soon as possible.

13.  I have a promotion code. Can I use it when I sign up for Auto-Replenishment?

Absolutely! When placing your first Auto-Replenishment order, make sure to enter the promotion code you have on the ‘Checkout’ page and we’ll process the discount with that order. Please note that promotion codes used when enrolling in Auto-Replenishment do not apply across all future orders in that Auto-Replenishment subscription. This means that the discount will apply to your first transaction, but all subsequent Auto-Replenishment orders will be charged at the normal price.

 

Shipping/Delivery FAQs

1.  How is your product shipped?

Our products are shipped by UPS Ground with proper packaging materials. Multiple products may be shipped in more than one box, depending on the number and size of the products and packages. If multiple packages are shipped, the shipping label for each package will be marked 1 of 3, 2 of 3, etc.

2.  Can you ship to a P.O. box?

Unfortunately, UPS will not deliver to P.O. boxes, so please make sure you provide us with a street address when ordering.

3.  How quickly can I receive my product?

We work to make sure that your orders are fulfilled as soon as possible. If your order is placed by 1pm CT on a business day, we plan to ship your order that same day. Any order placed on a weekend, holiday, or after 1pm CT on a business day will be shipped the next business day. Once your order has shipped, please allow 3-5 business days for delivery.

4.  Will all of the items I ordered come in one package?

Orders containing multiple products may be shipped in more than one box, depending on the quantity and size of the items ordered and the timing of the order. If multiple packages are shipped, the shipping label for each package will be marked 1 of 3, 2 of 3, etc.

5.  What if UPS will not leave packages at my address?

Our products are shipped via UPS Ground, and leaving packages without signature is at the discretion of UPS. We recommend talking with your local UPS office to see if there is an appropriate location at your address where they would be willing to leave your packages. If not, you may want to make arrangements to have the product delivered to a nearby friend or relative.

6.  How do I make special arrangements with UPS?

For assistance in making special delivery arrangements with UPS, visit www.ups.com.

7.  Do you offer free shipping on larger orders?

Unfortunately, we do not offer free shipping on orders at this time.

8.  Will you ship product to Alaska and Hawaii?

Unfortunately, Purina Store doesn’t ship orders to Alaska or Hawaii at this time.

9.  Can you deliver to an address other than the one my credit card is billed to?

Of course. When placing your order, you will have the option of selecting or entering your desired shipping address, which can be different form your billing address used to place the order.

10.  Do you offer expedited shipping?

We do not offer expedited shipping at this time, but if you need assistance with an order or are experiencing a delay, please contact our team via phone at 1-800-579-7733, email, or Live Chat, and one of our pet advisors will be happy to assist you.

11.  My order has shipped. How do I track its in-transit progress? When should it arrive?

Our orders are shipped by UPS Ground. To track your order, please click on the following link or pasted it in your browser: www.ups.com/tracking/tracking.html. Enter your tracking number, found in your shipping confirmation email, in the Track by Number box, and click the Track button.

If you are unable to track your order, please contact our team via phone at 1-800-579-7733, email, or Live Chat, and one of our pet advisors will be happy to help you track its delivery status.

11.  How do I determine if my order is coming in more than one box?

UPS, our shipping provider, should be able to provide the most detailed information about the quantity of boxes in your shipment and their location. Visit www.ups.com/tracking/tracking.html and enter the tracking number provided in your shipping confirmation email to view information about the quantity of boxes in your shipment. If your order is being delivered in one box, the “Additional Information” will show “Package” next to “Type.” If your order has multiple packages, the “Additional Information” will show “Multiple Packages” with the number of packages next to it. There will also be a “Packages in this Shipment” button, which you can click to view the tracking number for each package in your shipment.

12.  I submitted my order and need to update my shipping address. How do I do this?

Please contact our team immediately via phone at 1-800-579-7733, email, or Live Chat with your order number ready, and one of our pet advisors will be happy to assist you.