Do all stores offer in-store pick up?
Yes, all stores offer the service.
Are all products available for in-store pick up?
You cannot order live animals, bulk items, refrigerated or frozen products online.
Is there an extra cost to buy online and pickup from store?
It's free to buy online and pickup in-store!
How fast can I get my order?
Most orders will be ready within one hour. 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.
What are the hours of operation?
You can order online at any time, however, pick up 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.
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.
How will I be notified when my order is ready for pickup?
You will receive a second email notifying that your order is ready to be picked up. If you don't receive an email within one hour of placing your order, call the store and speak to one of our Team Members.
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 should I bring with me to pick up my order?
Bring a copy of your order confirmation or valid ID.
Can someone else pick up my order for me?
Yes! When you're checking out online, you can let us know who will be retrieving the order for you. Just make sure they bring identification.
When will I be charged for my order pickup?
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.
Will I be notified if an item I ordered 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 receive an email when your order is ready for pickup.
Do all stores offer delivery?
Delivery is offered in most, but not all stores.
You can use the
store locator to search for stores that offer the service by looking for "Deliver from Store" in the store listing.
Are all products available for delivery?
You cannot order live animals, bulk items, refrigerated or frozen products online.
Is there a cost for delivery?
Delivery is free for orders $35 or more, after promotions and discounts are applied. At this time, we do not offer delivery on orders less than $35.
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 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.
How do I return items 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.
Will I be notified if an item I ordered 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 or can remove that item from your order. If a team member is not able to get ahold of you, your order will be partially delivered or cancelled.
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 you 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 online orders?
Either one of our team members or a driver from one of our partner local delivery companies. They will pick up your order from the store and bring it to your door.
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?
Delivery is available at all participating stores each day the store is open.
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