Contact Us

I created a website account, why can’t I log in?

Once you complete the online registration form, you will need to verify your email address before you can access the site. We will send you a Registration Verification email and you must complete the verification within 48 hours or the link will expire. If the link does expire, you can re-register and be sent a new link. If you cannot find the email, check your Promotions, Junk or Spam folder.

What if I didn’t get the verification email?

If you still cannot find the email, please fill out the Contact Us form and our Neighbor Services team will be happy to assist you!

I clicked on the Forgot Password link but did not receive the email to reset my password.

Please be sure to check your Promotions, Spam and Junk folder to make sure the password reset email did not go there. If you did not receive an email, that may mean that you do not have a website account setup. You can try and register for a new account or if you are unable to, please fill out the contact us form and our Neighbor Service team will assist you in resetting your password.

Why isn’t my coupon working?

Membership is required to use coupons while shopping online and to make purchases at the lowest price. Please be sure to login to redeem coupons for online orders. Some coupons are only redeemable in-store, some cannot be combined, and some have product restrictions. Check the fine print on the coupon for details.

Can I apply a gift card to an online order?

No, currently we cannot accept Pet Supplies Plus gift cards online.

Do you offer dog washing, nail trimming or grooming?

Yes, many of our stores provide these services. Visit your local store page for details on the services provided.

Do the stores provide veterinary services?

Our stores provide veterinary services through VIP Pet Care, a mobile vet service. Pet Supplies Plus does not maintain pet records on behalf of VIP Pet Care. To obtain records, please contact directly by visiting their website or by calling 1 (800) 427-7973.

Would you be willing to donate or sponsor our event or cause?

Pet Supplies Plus is very supportive of all community partners. Please speak with the Store Manager the next time you visit the store and they will be glad to provide you with information.

How can I unsubscribe or change my email preferences?

Click on Unsubscribe at the bottom of any marketing message to unsubscribe from our emails or change your email preferences. Please allow up to two weeks for your updated preferences to go into effect.

Can I opt out of SMS Text marketing?

To stop receiving all Pet Supplies Plus SMS messages, simply text STOP to the short code 46777. Once your telephone number is removed from our system, you will receive a final confirmation message and no further messages will be sent to your cell phone or mobile device.

Do you sell hamsters, guinea pigs, bearded dragons, cichlids, cockatiels, etc.?

Yes, however our live animal selection varies by store. Visit your store's page for details or contact your local store directly. To look for stores that carry live animals near you, visit our Store Locator.

Why don’t I receive coupons every week?

Our coupon schedule varies throughout the year. You can also check our Facebook page for additional offers not found in email.

Do you have any job opportunities? How do I apply?

We offer job opportunities at Pet Central (Corporate Office), Pet Depot (The Distribution Center) or a corporate owned store. To view current Corporate opportunities, visit the Careers page. Franchise stores list their opportunities through other sources, view the store page or contact your local store for information on those opportunities.

How do I know which stores offer online booking?

Go to our appointment scheduler and enter your zip code, you will be shown a list of the Grooming Salons near you.

How do I book a grooming appointment online?

To book an appointment online log in to your Pet Supplies Plus account. Then click the My Grooming Salon link and the Schedule Appointment button.

Can I view my upcoming appointments online?

Yes, to view your upcoming appointments, login to your Pet Supplies Plus account. Then, click on the "My Grooming Appointments" link. You will be able to view upcoming and previous appointments for your dog.

How far in advance can I schedule an appointment?

You can schedule appointments up to 90 days in advance.

Do I need to pay online when I schedule my appointment?

No, payment will be accepted at the Grooming Salon.

Do all stores offer grooming?

No, not all of our stores have Grooming Salons. Use the store locator to find a store in your area that offers grooming.

What are your grooming days and hours?

Grooming Salon days and hours vary by store. Please call your local store for their hours of operation or view times by booking online.

Do I need an appointment, or do you accept walk-ins?

All full-service grooming and bath and brush services require an appointment. We do have walk-in services such as a nail trimming and ear cleaning that do not require an appointment. All services require proof of rabies vaccination. Select stores offer online booking.

Do you only groom dogs?

Currently, we only groom dogs.

Are any breeds restricted?

Yes, we do not groom wolf hybrids.

How often do I need to have my dog groomed?

This will vary by breed and coat. We recommend that your pet is groomed every 6-8 weeks depending on breed and coat growth.
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How long does grooming take?

The amount of time it takes varies by breed, type of service and coat condition. We do have express services available that will eliminate the time your pet is in our salon. Minor services such as nail trims take approximately 15 minutes.

Can I leave my dog at the salon longer than his grooming will take?

We want to eliminate as much stress for your dog as possible. For that reason, please plan to pick him up as soon as possible after his grooming is complete.

Does my dog need to be fully vaccinated?

Yes, in order to maintain a safe, comfortable environment, we require all pets to be current on their rabies vaccinations and wait at least 48 hours after vaccinations before checking in for services. Proof of rabies vaccination in the form of paperwork from a veterinarian is required. The waiting period is to make sure the pet has had no reactions to the vaccination. All pets over 4 months must also show proof of current rabies vaccination. Some state laws require additional vaccinations. Please contact your local Pet Supplies Plus for details.

Do you tranquilize pets before a bath or groom?

No, we do not tranquilize pets before a bath or groom and we cannot provide service to a pet that has been given medication prior to service.

Is my pet bathed in cold water?

No, the bathing water temperature is between 75 and 95 degrees.

How is my pet dried?

We will use the appropriate drying method for each pet based on hair type, breed, age and behavior. We will not kennel dry any Brachycephalic dogs. When kennel drying is being used, our dryers are on a timer. There is not a heating element in our dryers, and they are all automatic shut off.

Do you have heated kennels?

No, our kennels are indoors with an air temperature between 64 and 80 degrees.

Can I bring my own shampoo?

Yes, product brought in must:

be in its original container
be specifically formulated for dogs
cannot be for treatment of fleas, ticks, mites or mange.

No flea dips of any kind may be applied in the Grooming Salon. All remaining product will be returned to you

Do you offer flea/tick treatment?

Yes, we provide a treatment that uses a flea shampoo.

My dog was sprayed by a skunk. Can you bathe him/her?

Yes, we provide a treatment that uses a shampoo that is specifically formulated for skunk issues.

What is your grooming appointment cancellation policy?

Please provide 24 hours’ notice to cancel any grooming appointment.

Can I stay with my pet during the grooming?

Yes, you are welcome to watch the grooming process from outside the grooming area.

What is the best age to have my puppy groomed for the first time?

We can start grooming your puppy at 8 weeks old. Grooming can be stressful for any pet so the sooner they get comfortable with the grooming process the better.

Is my pet too old to be groomed?

No, we can groom pets of any age. We take special care of your senior pets. A senior is defined as any small breed over the age of 10 and any large breed over the age of 7. The pet must be able to stand on its own throughout the service.

What determines the cost?

The cost to groom a pet is based on time, coat, breed and size. Book your appointment online to see the cost or contact your local store for more information.

Will I get the same groomer each time?

You can certainly request the same groomer each time when you call to book your appointment or schedule your appointment online.

What training/certification do your groomers have?

Our groomers go through a 4-week training class with one of our academy trainers. At the end of this class they must perform field practice under the supervision of an experienced groomer. They must also take an exam at the end of the field practice and receive a passing score to become a groomer at our grooming salon. All salon team members must also take an annual safety test and pass with a perfect score to remain a groomer at our salon.

Can you groom to breed standards?

Yes, our groomers are trained to groom to breed standards.

Can you do a puppy cut?

Yes, our groomers are trained to provide puppy cuts.

What if I don’t like the cut?

Let your groomer know, at the time of pick up and we will make corrections before you leave.

Do you accept tips?

Yes, you may tip your groomer for a job well done.

Do all stores offer in-store pickup?

Most, but not all stores offer the service. Use the store locator to search for stores in your area that offer this service by looking for “Buy Online Pickup in Store” under the store listing.

Are all products available for in-store pickup?

No, you cannot order live animals, items sold in bulk, refrigerated or frozen products online. Your local store may also offer some products that are only available in-store.

Is there an extra cost to curbside pickup?

No, it's free to buy online and pickup in-store or to use our curbside pickup service.

Can I apply discounts or promotions to my pickup order?

By logging into the website, all current sale pricing will be applied to your items at checkout. Additional eligible coupons or promotion codes can be applied at checkout as well. Be advised not all coupons are redeemable online or across all products. Please check the fine print.

How fast can I get my order?

Most orders will be ready within two hours. Once we’ve fetched all your products, you will receive an email notification that your order is ready to be picked up.

How long do I have to pick up my order?

You have two days to pick up your order. Please call your store if you are unable to pick it up within that time frame. Orders that are not picked up will be cancelled.

What are the hours of operation?

You can order online at any time, however, pickup is only available during your store’s business hours. Orders submitted less than two hours before closing time may not be ready for pickup until the next day. You'll receive an email when your order is ready. If you don’t see it in your inbox, check your Spam or Promotions folder.

How do I know if the store has received my order?

You will receive an email with your order confirmation immediately after checking out online. If you don’t see it in your inbox, check your spam or promotions folder.

How will I be notified when my order is ready for pickup?

You will receive an email notifying you that your order is ready to be picked up. If you don't receive an email within two hours of placing your order, call the store and speak to one of our Team Members. If you don’t see it in your inbox, check your spam or promotions folder.

Where and how do I pick up my order?

You can come into the store to pick up your order or call us when you arrive at the store and we will bring it out to you. Some of our stores have designated parking spots for order pickup that you can use.

What is curbside pickup?

When you place your order online and select to pick up your order from the store, you can either come into the store at pickup time or use our curbside pickup service. To use curbside pickup, let us know when you have arrived at the store and we will bring your order out to you!

What should I bring with me to pick up my order?

Bring a copy of your order confirmation and valid ID. For your protection, you may also be asked to present the credit card used to place the order.

Can someone else pick up my order?

Yes, when you check out online, you can let us know who will pick up the order for you. Just make sure they bring identification and if asked, the credit card used to place the order.

When will I be charged for my order?

When you submit your order, your card will be authorized, but the charge will not become final until the time of pickup.

Can I cancel my order?

Yes, call your Pet Supplies Plus store and tell one of Team Members that you'd like to cancel your order.

How do I return items that I bought online?

All items purchased online will follow the store's return policy and will need to be taken into the store to be returned. Bring your photo ID and the original credit card the order was charged to.

Will I be notified if an item is out of stock?

Yes, a Team Member will notify you if one of the products on your order is out of stock and they will offer a substitute item if one is available. You will only be charged for items that you receive. You will receive an email when your order is ready for pickup.

Do all stores offer delivery?

Many of our stores offer delivery services. Use the store locator to search for stores in your area that offer the service by looking for “Deliver from Store” under the store listing.

Are all products available for delivery?

No, you cannot order live animals, bulk items, refrigerated or frozen products online. Your local store may also offer some products that are only available in-store.

Is there a cost for delivery?

Delivery is free for orders $35 or more, after promotions and discounts are applied. Currently, we do not offer delivery on orders less than $35.

Can I apply discounts or promotions to my delivery order?

How fast can I get my delivery order?

Most orders placed by 1:00 pm will be delivered the same day between 3 PM and 8 PM. Most orders placed after 1:00 pm will be delivered the next day between 3 PM and 8 PM. You will receive an estimated delivery date when you place your order.

How do I know if the store received my order?

You will receive an email with your order number and estimated delivery date immediately after checking out online.

Can I cancel my delivery order?

Yes, call your Pet Supplies Plus store and tell one of our Team Members that you'd like to cancel your order. If your order is already out for delivery it cannot be cancelled, but you can return it to the store after the delivery has been made.

Will I be notified if an item that I ordered is out of stock and cannot be delivered?

Yes, a Team Member will notify you if one of the products on your order is out of stock and they will offer a substitute item or can remove that item from your order. If a team member is not able to get a hold of you, your order will be partially delivered or cancelled. You will only be charged for items that you receive.

Do I need to be home to receive my delivery?

No, you do not need to be home to receive your delivery. If you are not home, your order will be left for you. If you have any special instructions for the delivery, you can add these during checkout.

What if I don’t receive my delivery on time or I do not receive the correct products?

If you have any question or concerns about your delivery, please contact your local store. The store's phone number will be included in your order confirmation email.

How can I find the estimated delivery date for my order?

When you place your order, your confirmation will include your estimated delivery date. The estimated delivery will also be in your confirmation email.

Are tips accepted?

No, tips are not required and will not be accepted. This service is totally free of charge for qualifying orders.

Can I schedule my delivery date and time?

No, you are not able to schedule your delivery date and time. Orders placed by 1:00 PM will generally be delivered the same day between 3 PM and 8 PM. Orders placed after 1 PM will usually be delivered the next day between 3 PM and 8 PM.

Where are my online orders fulfilled?

Online orders are handpicked by a Team Member at the local store you selected.

Who will deliver my order?

We have partnered with local delivery companies who will pick up your order from the store and bring it to your door. In some instances, a team member from your local store will deliver to you.

What is the service area for delivery?

We will deliver within 7 driving miles from the store you select when shopping online. Not all stores offer delivery at this time. While shopping, you can check to see if delivery is offered from one of our stores to your address.

How do I select delivery for my order?

While you are shopping, you'll have the option to select Pick Up or Delivery. If you don't see an option for delivery, it is not yet available at your store - but don't worry, we are actively working to roll out this service to more stores.

Can I add special instructions for my order?

You will have the option to add Special Instructions for your order. We will do our best to follow all requests, but we cannot guarantee that we can fulfill all special instructions. You can provide:

Acceptable substitutions for items in your order
Instructions for where we should leave your package
Navigation directions that will help us find your location
Information required to access your delivery location, such as a gate code or where to leave the order in an apartment complex where we cannot access your front door

Is delivery offered every day?

Currently delivery is available at all participating stores each day the store is open.

Do I have to have a website account to sign up for Neighbor Rewards Program?

Yes, if you have not already, you must register for a website account before enrolling in the Neighbor Rewards Program.

Can I sign up for Neighbor Rewards Program in store?

No, you must enroll online after logging into your website account.

Do I have to enroll in individual programs based on what food or other products I purchase?

No, it is a single enrollment for the entire program. Once you are enrolled, you will be eligible to earn rewards on all products participating in the program.

Do I have to buy all the same size products to go toward my reward, or can the sizes vary? What size can I redeem my reward on?

The product must be the same brand, type and size to qualify. The flavor can be switched but must stay within the same brand and bag size to receive credit for the purchase.

I’ve purchased all the products required to earn my free reward. When and how will I receive it?

A coupon for the free reward will be delivered via email a few hours after the last purchase. It will also be available online under the “Earned” tab of the Neighbor Rewards Program page. Your coupon can be redeemed in store for your free item.

How long do I have to work toward earning a reward? Is there a time limit?

You will have one year from the time of the first purchase to meet the requirements to earn a reward. After that, products purchased outside of one year will start to drop off from the total products that show as earning toward a reward.

How long do I have to redeem an reward once earned?

You will have 30 days to redeem your reward. You can view your reward expiration date on the “Earned” tab or the Neighbor Rewards Program page.

How can I see my progress toward earning a reward?

Log into the website and access the “In Progress” tab of the Neighbor Rewards page. There you can view the number of purchases that are contributing to your reward status. Neighbors who have a valid email address will also receive a monthly status update via email, as well as an email when you are one purchase away from earning a reward.

How long does it take for purchases to show up in my reward status?

Qualifying purchases may take up to a few hours to show as a contributing purchase toward your reward.

If a product is purchased in-store and price matched, does it still count toward the rewards earning?

Yes, all qualifying purchases will contribute towards your reward status.

My favorite items are not included in the program. Will you be adding more?

Yes, we continually work to add new brands and products to the program. Check back online often to find new offers.

Do I have to be enrolled in the program for my purchases to count towards a reward?

No, you will have up to 7 days after purchasing a qualifying item to enroll in the Neighbor Rewards program.

Can I redeem my reward online?

No, currently reward coupons must be redeemed in store only.

What is the Preferred Pet Club (PPC) and what are the benefits of joining?

Preferred Pet Club membership will provide you with access to exclusive coupons and promotional offers such as:

Member only pricing on thousands of items
Advance notifications of upcoming events happening at your local store
Pet Birthday gifts - Limited to 1 per month and 3 per year
Members can also enroll in our Neighbor Rewards Program and earn free products just by shopping for qualifying products.

Is membership free?

Yes, Preferred Pet Club membership is free.

Can I enroll in the Preferred Pet Club at my local store?

Yes, you can enroll in the Preferred Pet Club at your local store, but you must sign-up for a website account in order to enroll in the Neighbor Rewards program.

How do I receive member pricing when shopping online?

In order to receive member pricing when shopping online, you must log into your online account prior to checking out. There is no need to enter in your Preferred Pet Club membership number. As long as you log in, you will receive member pricing and we will be able to track all qualifying Neighbor Rewards program purchases if you have also enrolled in that program.

I did not receive a coupon for my pet’s gift on his or her birthday. What should I do?

Your pet’s birthday coupon will be emailed to you within a week of your pet’s birthday, usually a few days before. If you have not received the email, check your junk or promotions folder in your email program. If you still cannot find the email, you can contact us by filling out and submitting our contact us form.

How do I add pets to my profile and Preferred Pet Club account?

Click My Pets from the Profile menu. Click “Add a Pet” and enter your pet’s information. Don’t forget to click save!

How do I remove my pet's information from my account?

Click My Pets from the Profile menu. You can then click on the “Remove Pet” link to remove any pets that you would no longer like to have listed on your account.

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