function googleTranslateElementInit() {
new google.translate.TranslateElement({pageLanguage: 'en', layout: google.translate.TranslateElement.InlineLayout.HORIZONTAL}, 'google_translate_element');
}
Frequently Asked Questions
Here are a few of the questions we get the most. If you don’t see what’s on your mind, reach out to us anytime on phone or chat.
Shipping
A message about current events: Our teams are focused on serving as many pet parents as possible, and due to high demand for essentials, including medication, we’re temporarily not able to change existing orders.
If your order hasn’t shipped yet, you can cancel it from your account. Go to Orders, click on the order you want to cancel, and click the “Cancel This Order” link.
If you need help canceling your order, please send us a message with your order number. We will resolve it as quickly as possible so that your experience is simple and worry-free. If we have already processed your order, we may not be able to cancel it. In that case, we will issue you a refund. We also accept returns within 365 days of purchase.
Orders over $49 ship free! All other orders ship for a flat rate of $4.95.
Most customers can expect to receive their food and supplies within 1 to 3 days.
For orders with prescription items customers can expect their order within 3-5 days. This accounts for the time to receive Vet Approval which is typically 1-2 days.
To check the status of your order, go to Orders. Here’s what you will see:
Preparing for Shipment: This means we’re currently processing and packing the goodies for your pet. You’ll receive an email to let you know we received your order. When your order ships, we’ll send another email with tracking information.
Shipped: Your order has left our warehouse. Within 24 hours, you will also see a link to track your package.
Delivered: Your order has arrived! Orders are delivered 7 days a week before 10 p.m.
We ship via FedEx and other premium carriers to provide you with the fastest and most reliable service available.
All items purchased from petsncos.com are made pursuant to a shipment contract, meaning that the risk of loss and title for such items pass to you upon our delivery to the carrier.
Yes — customers can place orders on PetsnCo.com, which currently ships to the contiguous US, or on PetsnCo.com/ca, which currently ships to Southern Ontario, including Toronto, Hamilton, Niagara, Ottawa, Sudbury, and North Bay areas (postal codes starting with L,M,N, and K).
No – we are unable to ship to P.O boxes or APO/FPO addresses.
We ship fresh, refrigerated and frozen items separately from other items in your order for the fastest delivery. We use insulated packaging and dry ice to keep items cold or frozen during shipping. The dry ice may be gone when your package arrives, but your items should still feel cold or frozen to the touch.
Picture Proof of Delivery (PPOD) is a service that lets you see a photo of your package when it’s delivered by FedEx only. When your order arrives, a photo is taken at the delivery location and, when available, can be viewed by clicking the “View Delivery” button in your delivery confirmation email. While most deliveries include a photo, some may not due to technical or logistical reasons.
How do I add a payment method?
To pay with a credit or debit card, go to Payment Methods and click the blue hyperlink that says “Add a New Credit or Debit Card.” Fill in the required information exactly as it appears on the card and click the button that says “Save Payment Method.” If you’re using an international credit card, please enter your shipping address in the contiguous U.S. into the billing address field and contact us with your true billing address.
To pay with PayPal, click “Add Your PayPal Account” and you’ll be asked to sign in to your PayPal account. After you sign in, you’ll be taken back to PetsnCo.com.
To pay with Apple Pay, visit Wallet & Apple Pay in the settings on your iPhone, iPad or Mac and follow the instructions to set up Apple Pay. After Apple Pay is set up on your device, it will be available as a payment method at Checkout.
To pay with Google Pay, at checkout select “Buy with G Pay” and submit your Google login information. Verify the billing information and select “Pay.” This will complete the purchase.
To pay with a PetsnCo Gift Card, go to Gift Cards, select “Add a Gift Card,” and enter your Gift Card number and PIN.
You can also add or change any of the payment methods we accept at Checkout.
To pay with a credit or debit card, go to Payment Methods and click the blue hyperlink that says “Add a New Credit or Debit Card.” Fill in the required information exactly as it appears on the card and click the button that says “Save Payment Method.” If you’re using an international credit card, please enter your shipping address in the contiguous U.S. into the billing address field and contact us with your true billing address.
To pay with PayPal, click “Add Your PayPal Account” and you’ll be asked to sign in to your PayPal account. After you sign in, you’ll be taken back to PetsnCo.com.
To pay with Apple Pay, visit Wallet & Apple Pay in the settings on your iPhone, iPad or Mac and follow the instructions to set up Apple Pay. After Apple Pay is set up on your device, it will be available as a payment method at Checkout.
To pay with Google Pay, at checkout select “Buy with G Pay” and submit your Google login information. Verify the billing information and select “Pay.” This will complete the purchase.
To pay with a PetsnCo Gift Card, go to Gift Cards, select “Add a Gift Card,” and enter your Gift Card number and PIN.
You can also add or change any of the payment methods we accept at Checkout.
We accept Visa, MasterCard, American Express, Discover, Apple Pay, Google Pay and PayPal. We also accept PetsnCo Gift Cards.
Our checkout is easy, fast, and secure. Enter your shipping address and payment method, then place your order!
If you’re having trouble with your credit card, make sure the billing address matches the address on file with your credit card and/or bank. Enter the name and credit card number exactly the way you see it on the card. Before you place your order, add the CVV, a 3-digit code found on the back of your card.
Your payment method will be charged automatically on the date the order is shipped. As soon as you place your order, you may see a pending charge for the total amount of the order. The pending charge will disappear 24 to 48 hours after your order ships. There’s no need to call or update anything online.
To place an order, make sure you are logged in to your PetsnCo account or create a new account.
Next, search for the items you would like to order. Use the search bar at the top of the page to search for products. Or, click “Shop by Pet” to browse different categories. Click on a product to see more details. To add the product to your cart select “Add to Cart.”
After you add something to your cart, you can keep shopping or check out. To check out, select the button that says “Proceed to Checkout.” While you’re shopping, you can always select the cart in the upper right corner of your screen to view your shopping cart or proceed to checkout.
On the checkout page, add or select your shipping address. At this time, we only ship within the contiguous U.S and some parts of Canada. Next, add your select your payment method. Before you place your order, review the items in your cart. Any discounts or promotions will be reflected in your Order Total. When you’re ready, select “Place Order.” We’ll send you an email confirming your order.
