Frequently Asked Questions
1. When will the purina store be closing?
• The Purina Store will close on December 1, 2021.
• Purina Store inventory will be available for order on a first-come, first-served basis until December 1, 2021.
• You will still be able to find your favorite Purina products at online and in-store retailers.
2. What is taking the place of Purina Store?
• We have decided to simplify and consolidate our e-commerce offerings.
• We would encourage you to visit purina.com - Where to Buy Purina Brands Dog Food & Cat Food | Purina - for more on our brands and to find a retailer near you.
• You can also find select Purina products on our other Purina e-commerce sites including My Fancy Feast, EverRoot, PetQCheck, Just Right, and Vet Direct.
3. Why is the Purina Store closing?
• In an effort to simplify our e-commerce offerings, we will be closing Purina Store on December 1, 2021.
4. When is the last day when I can place a Purina Store order (both a one-time order and subscription order)?
• The last day to place an order and the last day subscription orders will be processed is December 1, 2021.
• If you have an auto-shipment with us, it will cancel automatically on December 1, 2021, or you can visit My Account | Purina Store and choose PAUSE YOUR SUBSCRIPTION under the MY SUBSCRIPTIONS tab to cancel it prior to this date.
5. When will I receive my last auto-ship order?
• Auto-ship orders will continue to be processed until 12/1/21. After 12/1/21, all subscription accounts will be automatically cancelled and no further orders will be processed.
6. I still have an offer code to use on the Purina Store. How long do I have to redeem it?
• Offer codes will be accepted until the store closes on 12/1/21.
7. How can I get more information on the Purina store closing?
• We’re here to help. Please call us at 1-800-579-7733 or send us an email at Contact Purina – Customer Service Phone Number & Email | Purina
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 1-800-579-7733, email, or Live Chat, and we will be happy to help you determine the right amount.
1. 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.
2. 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.
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 1-800-579-7733, email, 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 1-800-579-7733, email, 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 1-800-579-7733, email, 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 1-800-579-7733, email, 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 1-800-579-7733, email, or Live Chat.
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 1-800-579-7733, email, or Live Chat, and one of our pet advisors will be happy to help you track its delivery status.
1. 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.
2. 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:
a. 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.
b. 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.
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.
3. 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.