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Frequently Asked Questions

View Product Questions
View Website Questions
View Ordering/Billing Questions
View Promotion and Discount Questions
View Shipping/Delivery Questions
View Subscription Questions

Product FAQs

1.  Why isn’t the brand, product, or size 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 locate the product.

2.  Where can I purchase Purina Veterinary Diets online?

Please visit https://www.proplanvetdirect.com/.

3.  Where can I find ingredient/nutrition and feeding 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 1-800-579-7733email, or Live Chat, and we will be happy to help you determine the right amount.

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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, 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.  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.

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Ordering/Billing 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 via phone at 1-800-579-7733email, or Live Chat, and one of our pet advisors will be happy to help you get your order placed.

2.  I have multiple $0.01 charges on my credit card – why?

You might be clicking the “Save” button under your credit card fields instead of “Continue”.  These pending charges will never post to your account and will fall off at the discretion of your individual credit card company/bank.

3.  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 1-800-579-7733email, or Live Chat, and one of our pet advisors will work to accommodate your request.

4.  What payment methods do you accept?

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

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

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

6.  The product I received was incorrect or damaged. 

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

7.  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 1-800-579-7733email, or Live Chat, and one of our pet advisors will be happy to assist you with your request.

8.  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 1-800-579-7733emailor Live Chat.

Promotion & Discount FAQs

1.  Where do I enter my coupon code?

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.

2.  What can I use a coupon code 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 1-800-579-7733email, or Live Chat and one of our pet advisors will be happy to assist you.

3.  My coupon 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 1-800-579-7733emailor Live Chat and one of our pet advisors will be happy to assist you.

4.  How do I sign up for coupon codes/sales/promotions?

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.

5.  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.

6.  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.

 

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.  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.

3.  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.

4.  Will you ship product to Alaska and Hawaii?

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

5.  How do I make special arrangements with UPS?

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

6.  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 from your billing address used to place the order.

7.  Do you offer expedited shipping?

We do not offer expedited shipping at this time.

8.  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 paste 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 1-800-579-7733email, or Live Chat, and one of our pet advisors will be happy to help you track its delivery status.

 

Subscription FAQs

1.  What is Stay Happy Auto-Delivery?

Stay Happy is our auto-delivery program. It's a convenient service 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 5% off all Auto-Delivery orders and free shipping on Auto-Delivery orders $50 or more!  

You always have complete control over your Auto-Delivery 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 Stay Happy Auto-Delivery?

Joining Auto-Delivery 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-Delivery option for your desired product, select your preferred shipment frequency and then check out as normal. 

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

After you join Auto-Delivery, 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-Delivery items and Auto-Delivery account information.

We will place your Auto-Delivery 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-Delivery order. You will also receive email notifications regarding other important information related to your Auto-Delivery 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 edit the payment information associated with my Auto-Delivery 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, select your existing credit card from the pull-down menu by clicking the “New Card” button.  Here you will delete out the old cred card information, and add the details of the new credit card.  Finish by clicking “Save”. If you have any issues editing your information, please contact us and we’ll work to get the problem resolved as soon as possible.

5. How do I make changes to my Auto-Delivery order?

Once you’ve joined, Auto-Delivery 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:

1. 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. 

2. If an Auto-Delivery 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.

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

To review or modify your Auto-Delivery 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.

7.  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-Delivery 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.

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

Auto-Delivery 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-Delivery 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-Delivery’ 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.  I received an email that something went wrong with my Auto-Delivery 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.

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

Absolutely! When placing your first Auto-Delivery 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-Delivery do not apply across future orders in that Auto-Delivery subscription. This means that the discount will apply to your first transaction, but all subsequent Auto-Delivery orders will be charged at the normal price. View terms & conditions

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