Get answers right away by reading our frequently asked questions.
Who do I contact for help?
Contact our Neighbor Services team at 866-477-7748 for assistance or, fill out the
contact us form and our team can assist you.
Are all products eligible for Autoship?
Yes!
Are prescription items refundable?
We are unable to take returns or offer refunds on prescription products due to state and federal laws prohibiting pharmacies, including those providing home delivery, to resell prescription products, even if unopened. For food, we offer a guarantee on all items. If your order arrives damaged or in any way defective, or if your pet refuses to eat the food, please call Vetsource at (877) 684-3294 for a replacement or refund. You don't need to return the item – you can donate it or safely discard it.
Can I order my pet's prescription at a Pet Supplies Plus store?
Can I pick up my pet's prescription order at my local Pet Supplies Plus store?
No. Prescription food and medications will be delivered directly to you.
Can I place my prescription order on the Pet Supplies Plus website?
Can I schedule my pet's prescription to be delivered regularly?
Yes. With Autoship, you can schedule deliveries of your pet's prescription food and medications at your convenience. Shipping is free for all prescription Autoship orders.
How can I provide my prescription?
When ordering online, you can select your veterinarian to request their approval on your prescription during checkout. Vetsource will obtain your veterinarian's approval. You must have an established relationship with the veterinarian you select at checkout.
Some vets require you to pick up a prescription and mail it to Vetsource. If that is required, you will be notified on the Order Confirmation page.
- For medications, write your order number & phone number on the original copy of your prescriptions and mail to: Attn: PSP Approvals, Vetsource, 17014 NE Sandy BLVD, Portland, OR 97230.
- For nutrition, write your order number & phone number, and email an image of the prescription to rx@vetsource.com.
How do I order my pet's prescription online?
Once you have selected your veterinarian and the product(s) they have recommended for your pet, a prescription request is routed to your veterinarian for approval. Once approved, your prescription will be shipped to your door.
How long does it take to get vet approval and receive my pet's prescription?
Vet approval takes a few business days, and standard shipping takes four to five business days.
How long does it take to process a prescription if I select my veterinarian before ordering?
Vetsource will immediately contact your veterinarian to review the prescription request. Typically, veterinarians respond to prescription approval requests within a few business days. If a response isn't immediate, Vetsource will attempt to get the prescription approved for up to seven days before your order is canceled.
Is delivery available to my address?
Yes. We ship pharmacy items directly to your doorstep. You do not need to live within 7 miles of a Pet Supplies Plus store to qualify for prescription delivery. Vetsource ships to all 50 states except for pet food deliveries to Alaska and Hawaii.
Is Pet Supplies Plus a licensed pharmacy?
No. Pet Supplies Plus has partnered with Vetsource to fulfill prescription medications and food orders.
Is there a shipping fee for pharmacy products?
Orders over $35 and all pharmacy Autoship orders ship free with standard shipping. Additional shipping options are outlined
here.
Is there a shipping fee for pharmacy products?
What if I want to order a pharmacy item and something else from the Pet Supplies Plus website?
If you need a pharmacy item and a non-pharmacy item, you will need to complete two separate transactions. All pharmacy food and treat products ship free. Other orders (prescription medication orders and all orders on the Pet Supplies Plus website) will only receive free shipping if each transaction is greater than $35.
What is Vetsource?
Vetsource and Pet Supplies Plus have teamed up to make it easy for you to shop for prescription-based products you need to keep your pets healthy. Vetsource makes it easy for veterinary practices to approve customer prescriptions seamlessly.
What types of pharmacy products can I purchase?
Prescription medications and food for dogs and cats are available for purchase.
When can I cancel my prescription order?
You may cancel your order while it is in "Awaiting Approval" status. Please visit the Account Info page on the
pharmacy site to check your order status at any time.
Where are pet prescriptions fulfilled?
Prescription medications are fulfilled and shipped from Vetsource's pharmacy in Portland, OR. Food products may also ship from Portland, OR or directly from our food partners who have multiple warehouse locations across the country.
Why do prescription items need veterinarian approval?
Both medications and food require a prescription from a veterinarian who has seen your pet within the last year. This Veterinary Client Patient Relationship (VCPR) is necessary to make sure the medication, food type or dose is appropriate for your pet and is required before a purchase can be made.
Will I be able to track my order status online?
You will receive a confirmation and track number once your order has been shipped. If you would like to get the status of your order, please visit the Account Info page on the
pharmacy site. Please allow up to 24 hours for the order to appear. If you have any questions about your order, you may also contact Vetsource at (877) 684-3294. Please have your order number available.
Will I get free shipping on every Autoship order?
Yes. All Autoship orders ship free.
Will I get free shipping on every Autoship order?
Yes. All Autoship orders ship free.
Will I receive progress updates relating to my order?
Yes. We will keep you informed via email updates while your prescription order is being approved, processed and delivered.
Will my login for Pet Supplies Plus work on the Vetsource website?
No. You must have separate accounts for each website.
Can I redeem my Reward coupon both in-store and online?
Yes, the coupon can be redeemed in-store or online.
In-store Redemptions:
- The Reward coupon must be presented to the team member for application to the transaction either via scanning the barcode or manually entering the 20-digit code.
Online Redemptions:
- Enter the 20-digit code in the promo code box at checkbox and hit 'apply'.
- If a transaction is cancelled before being completed, points are not applied, and the coupon remains active.
Can I transfer points to someone else?
No, points are not transferable.
Do Autoship orders earn points?
Yes, Autoship orders earn points each time an Autoship payment is completed. Skipped Autoship orders do not result in a charge, and therefore do not earn points.
Do I need to have an online account to participate in Pet Supplies Plus Rewards?
Yes, to access all your benefits and Member Dashboard, you must have an online account. If you don't have an online account, you will still receive in-store member pricing, but you won't be able to access other program features and benefits.
Do points expire?
Yes, points expire one year after they are earned. When points are redeemed, they are redeemed "first in, first out," which means "oldest" points are redeemed first.
Does it cost anything to enroll in Pet Supplies Plus Rewards?
How are points calculated?
You earn 5 points for every $1 dollar spent. If an item is on sale or a coupon is applied, points are awarded based on the price you pay for that item. Points earned are rounded to the nearest whole number for each product individually.
Please note that items costing less than $0.10 will not earn points, as points round down to zero.
- For totals that involve cents (e.g., $42.48), the entire value is calculated at $1.00 x 5 points and then subsequently rounded to the nearest whole number.
- Ex: A member purchases $42.48 worth of items becomes 42.38 x 5 = 212.40 points before final rounding. This is rounded to the nearest whole number and the member earns a final value of 212 points. The member then purchases $17.12 worth of items, earning 85.60 points. Their account dashboard now reflects 298 points = 212 + 86 points.
How can I track my purchases and points?
How do I earn points?
You will earn points with every purchase, plus look for fun ways to earn bonus points like taking a poll, watching a video or checking out an article all on your Member Dashboard. Points can also be earned during specified time periods by purchasing certain products or attending an in-store event. Make sure you're earning points every time you shop. You must provide your Rewards account number, email address, or phone number when checking out in-store, or make sure that you are signed into your account when checking out online here. Points earned will appear in your account within a few days of purchase.
How do I receive my Reward?
Redeeming Points: You may redeem your points for a Reward in the 'Redeem Points' section of your Member Dashboard once you have enough points for your Reward of choice. Regardless of what Reward you choose, a coupon will appear on your Member Dashboard in the 'Reward History' section.
Note: You must choose to redeem points for a Reward. Rewards will not be issued automatically. Reward coupons must be manually applied at checkout.
How do I redeem points?
You choose how to redeem your points via the online Pet Supplies Plus Rewards Member Dashboard. Your dashboard will display the Rewards eligible for redemption and how many points are needed to earn other Rewards. Rewards will not be issued until you select which Reward you wish to receive.
How do I register for the program?
Provide all necessary registration information to enroll online. If you were an existing Preferred Pet Club or Neighbor Rewards Program member, log in or create an online account and accept the Terms and Conditions of Pet Supplies Plus Rewards to have full access to the benefits of the program.
How will the transition from Preferred Pet Club and the Neighbor Rewards Program to Pet Supplies Plus Rewards happen?
Existing Preferred Pet Club and Neighbor Rewards Program members must log in or create an online account and accept the Terms and Conditions of Pet Supplies Plus Rewards to have full access to the benefits of the program.
Pet Supplies Rewards Terms and Conditions cannot be accepted in store. This must be completed through your online account.
- When you log in to Rewards for the first time, you will be presented with Terms and Conditions. Please accept them in order to have full access to Rewards.
- If you don't have an existing account with us, please visit www.petsuppliesplus.com/rewards to create an account.
Points: We will track all existing Preferred Pet Club purchases and associated points for them beginning at launch, regardless of whether Terms and Conditions for the new program have been accepted.
- Once you accept the Terms and Conditions, all points you have accrued since the launch of Pet Supplies Plus Rewards will be added to your account.
- You cannot redeem any points until you've accepted the Terms and Conditions.
Free Product Rewards:
- Existing Neighbor Rewards Program Members: There will be no change in free product counts or issuance for current Neighbor Rewards Program members. You will continue to receive any free bag coupons regardless of if you have accepted the new Terms and Conditions.
- Neighbors not previously enrolled in Neighbor Rewards Program: Once you accept the Terms and Conditions, we will load your account with any product purchase credits from the past seven days, and you will begin accruing toward free participating items.
Is anything excluded from earning points?
Points are not earned on the following:
- Shipping and delivery fees
- Taxes
- Coupons or promotions
- Rx purchases
- The purchase of a gift card
- Any other items as specified during transaction
Is the Neighbor Rewards Program going away?
Neighbor Rewards Program benefits are now part of Pet Supplies Plus Rewards. Your progress in the Neighbor Rewards Program will be carried into Pet Supplies Plus Rewards. You can continue to earn free products after completing the specified number of qualifying purchases.
You can continue to earn free product after meeting the purchase requirements set by participating brands that have partnered with Pet Supplies Plus. The number of units needed to qualify for the free product may vary by brand.
Is the Preferred Pet Club going away?
The name 'Preferred Pet Club' will be retired at the launch of Pet Supplies Plus Rewards; however, we will still offer the discounts (previously referred to as PPC) on select items in-store and online to Rewards members.
What are the benefits of Pet Supplies Plus Rewards?
- Get 5 points for ever $1 spent. Redeem your points to get a Reward.
- Rack up bonus points by taking fun polls, surveys and more.
- Earn free product from select brands after qualifying purchases.
- Get early and exclusive access to events and giveaways.
- Redeem your Reward to save on your next purchase.
- Discover personalized content just for you and your pet on the Member Dashboard.
What can I redeem my points for?
- $5 off coupon for every 1,000 points redeemed
- 1,000 points = $5 off coupon
- 2,000 points = $10 off coupon
- 3,000 points = $15 off coupon
- 4,000 points = $20 off coupon
Points may be redeemed by logging onto the Member Dashboard, following the prompts to redeem points and then: (i) Applying them as a coupon to product purchases; OR (ii) Applying them as a coupon to service appointments. LIMIT: One (1) coupon per transaction.
- Points must be redeemed in 1,000 point increments.
- These coupons can be used on any purchase in-store or online.
- The coupon expires 60 days after the date of issue.
- Coupons will not be automatically issued – you must choose to redeem your points for a coupon.
Valid for one-time use only. Pet Supplies Plus Rewards members only. May be redeemed at participating Pet Supplies Plus locations only. Restrictions may apply. No cash value or cash back. Excludes gift cards and prior purchases. Valid on in-stock items only. Void if altered, reproduced, transferred, sold, or where prohibited by law. Offer may be revoked at any time. Discount will be deducted after all other eligible discounts are applied but before sales tax. If coupon value is greater than purchase value, unused value of coupon is surrendered. Returns will result in forfeit of coupon applied during the original transaction and will not be credited back to Members.
What happens if I return an item?
If you return an item, any points earned will be deducted from your point total. If the point value of the return is greater than the point value in your account, the account will show a negative balance until future purchases are made to bring the account positive.
When a member returns a product(s) purchased with a coupon, the returned value will only equate to the total cash or credit originally paid by the consumer (excluding taxes, shipping, handling, discounts, or prices before discounts, coupons, gift cards, or other offers are applied). Any discounts, coupons, gift cards, or other offers applied during the original transactions will not be credited back to Members.
What happens if I use my Reward coupon for a product or service less than the value of the coupon?
The coupon may only be applied to one transaction. Any leftover amount on coupon is forfeited (e.g., a $5 coupon applied to a $4.78 product forfeits the remaining $0.22).
What if I forget to use my account for a purchase?
If you do not identify your membership status during purchase, you have up to 30 days to claim points. To claim points, you must provide proof of purchase in the form of a transaction receipt.
Contact Neighbor Services via a web contact from (URL: https://www.petsuppliesplus.com/contact-us#contactusform) to provide proof of purchase. Neighbor Services will verify proof of purchase and manually credit points to the member's account. Account lookup may be conducted by providing Neighbor Services with the member's account. Account lookup may be conducted by providing Neighbor Services with the member's name, email, phone number, and/or member ID. Your account will reflect the points within a few days.
What is Pet Supplies Plus Rewards?
Pet Supplies Plus Rewards is our new and improved loyalty program! It is a points-based program that rewards our loyal neighbors for their purchases and engagement with Pet Supplies Plus. Pet Supplies Plus Rewards has all the perks you love from Preferred Pet Club and Neighbor Rewards Program, plus even more ways to get rewarded and exclusive offers just for you.
Who is eligible to enroll in Pet Supplies Plus Rewards?
To be eligible to enroll, you must be 16 years or older and provide a valid email and phone number. You must accept Terms and Conditions. No purchase is necessary to join the program. To access all features of Rewards, you must create an online account. Employees of Pet Supplies Plus and their families are eligible to participate in the loyalty program. Pet Supplies Plus reserves the right to revoke membership at any time.
Why hasn't my total point balance been updated after my purchase is completed?
It may take a few days for points to be reflected in your total point balance.
Do all stores offer Curbside Pickup?
Yes, all stores offer Curbside Pickup.
Are all products available for Curbside Pickup?
Most products are available for Curbside Pickup, except live animals and bulk items.
How do I know if I am in the delivery area of a store that offers Autoship?
Autoship service is available for delivery addresses within seven miles from the store; you can check delivery availability while shopping.
Is there an extra cost for Curbside Pickup?
There is no extra cost for Curbside Pickup.
How fast can I get my Curbside Pickup order?
Most orders will be ready for Curbside Pickup within an hour of placing the order. Once your order is ready to be picked up, you'll be notified by your local store via email.
Do I need to pick up my order within a certain timeframe?
You have two days to pick up your order. If you're unable to pick up your order within that time frame, please call your store.
What are the Curbside Pickup hours of operation?
Online ordering can be done at any time! However, Curbside Pickup is only available during your store's business hours. Orders submitted less than one hour before your local store closes may not be ready for Curbside Pickup until the next day.
How do I know if the store has received my order?
Once your order is submitted, you'll receive an email with your order confirmation.
How will I be notified that my order is ready for Curbside Pickup?
When your order is ready for Curbside Pickup, you'll receive a second email notification. If you haven't received an email within one hour of placing your order, please call your store for assistance.
Where and how do I pick up my order?
Call us when you arrive or use the click to notify feature in your email, and a team member will bring your order out to your car. Some stores have designated Curbside Pickup parking spots, or you can park near the front of the store. If you'd prefer, you can choose to come into the store to pick up your order.
What should I bring with me to pick up my order?
Please bring a copy of your order confirmation, valid ID and original form of payment.
Can someone else pick up my order for me?
Yes. When checking out online, you have the option to let us know that someone other than yourself will be picking up your order. Please make sure that the individual picking up your order brings identification and original form of payment.
When will I be charged for my Curbside Pickup order?
Your card will be authorized when you submit your online order, but the charge will not become final until time of pickup.
Can I cancel my order?
Yes. If you need to cancel your order, please call your Pet Supplies Plus store.
How do I return items that I bought online?
Items purchased online follow the store's return policy. All returns must be done at the store where purchased.
Will I be notified if an item I ordered is out of stock?
Yes. You will be notified by one of our team members if a product in your order is out of stock. If available, we'll offer a substitute item in place of that item. In the instance that there is no substitute available, your order will be updated, and your card will be charged accordingly.
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?
Most products are available for Delivery, except for live animals and bulk items.
Is there a cost for choosing Delivery?
Delivery is free for orders $35 or more after promotions and discounts are applied. Orders between $10 and $34.99 will be delivered for $4.95. Orders less than $10 don't qualify for Delivery.
How fast can I get my online order delivered to me?
Most orders placed by 1 p.m. will be delivered the same day by 8 p.m. Most orders placed after 1 p.m. will be delivered the next day by 8 p.m. When you place your order, you'll receive an estimated Delivery date.
How do I know if the store received my order?
Immediately after placing your online order, you'll receive an email with an order number and estimated Delivery date.
Can I cancel my order?
Yes. You can cancel your order by calling your Pet Supplies Plus store.
How do I return items I bought online?
Items purchased online follow the store's return policy. All returns must be done at the store where purchased.
Will I be notified if an item I ordered is out of stock?
Yes. You'll be notified by one of our team members if a product in your order is out of stock. If available, we'll offer a substitute item in place of that item. In the instance that there is no substitute available, your order will be updated, and your card will be charged accordingly.
Do I need to be home to receive my Delivery?
No. You don't need to be home to receive your online Delivery. If you are not home, your order will be left for you. Special instructions can be added to your Delivery during the checkout process.
What if I don't receive my Delivery on time or I do not receive the correct products?
Please contact your local store if you have any questions or concerns about your Delivery. Your store's phone number can be found 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?
Yes, tips are accepted if you would like to thank your delivery driver; however, tips are not required for delivery services. Your local driver will receive 100% of the tip.
Can I schedule my Delivery date and time?
Delivery date and time cannot be scheduled. Most Delivery orders placed by 1 p.m. will be delivered by 8 p.m. on the same day. Most Delivery orders placed after 1 p.m. will be delivered the next day by 8 p.m.
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?
Online orders will be delivered by a team member from your local store or a local delivery partner. All Delivery orders will be picked up from the store and brought to your door.
What is the service area for Delivery?
Online orders will be delivered within 7 miles of a store's location.
How do I select Delivery for my order?
While shopping, you will have the option to select Curbside Pickup or Delivery for your online order.
Can I add special instructions for my order?
You have the option to provide special instructions for your Delivery order. While we do our best to follow all requests, we cannot guarantee that we can fulfill all instructions provided. Some example special instructions include:
- Acceptable substitutions for items in your order
- Instructions for where we should leave your package
- Navigation that will help us find your location
- Information required to access your delivery location (gate code, drop-off location in apartment complex, etc.)
Is Delivery offered every day?
Delivery is available at all participating stores each day the store is open.
Can I have more than one Autoship order?
Yes. You can have as many Autoship orders as you would like. Setting up multiple Autoship orders is ideal if you need products to arrive on a varying delivery frequency.
Can I purchase all products with Autoship?
Many, but not all products are available with Autoship. Product eligibility is noted on the product detail page.
Do all stores offer Autoship?
Autoship 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 "Autoship" in the store listing.
How do I add or remove items in my Autoship order?
Your Autoship orders are accessible through your profile under "
My Autoship Orders." You can skip or cancel your Autoship order. To add or remove, simply cancel and set up a new Autoship order.
How do I cancel my Autoship order?
To cancel your Autoship order, go to "
My Autoship Orders" on your profile and click the "Cancel" button. You'll be prompted to provide a cancellation reason and to confirm your cancellation. All canceled Autoship orders will be viewable in "
My Autoship Orders."
How do I skip a scheduled Autoship order?
How do I schedule an Autoship order?
Using Autoship is easy!
- Find the product you would like to add to your Autoship order
- Select delivery for fulfillment on the product detail page
- Select Autoship at checkout for any eligible products and set your delivery frequency
How do I change my payment method?
If you receive a new card, we'll automatically receive updates to your existing card information. If you would like to change your Autoship payment method, you'll need to cancel your current Autoship order and create a new one with the updated credit card information.
I want to use Autoship, but don't know how often I need a certain product. How do I know how much to order or how often I need the product delivered?
We recommend ordering products like food, treats and cat litter monthly. If you realize you need a product more or less often, you can always adjust your Autoship schedule to fit you pet's needs.
How will I know when my Autoship order is on the way?
You'll receive an email notification when your Autoship order is out for delivery.
Is there an additional fee to use Autoship? Is there a delivery fee for Autoship orders?
There is no additional fee to use Autoship. Autoship orders with a subtotal of $35 or more receive free delivery and orders between $10 and $34.99 will incur a $4.95 delivery fee. Orders less than $10 don't qualify for Autoship.
What happens if an item in my Autoship order is out of stock?
You'll be notified by one of our team members if a product in your order is out of stock. If available, we'll offer a substitute item in place of that item. In the instance that there is no substitute available, your order will be updated, and your card will be charged accordingly.
What is Autoship and how does it work?
Autoship is a service that allows you to conveniently receive regular deliveries (within seven miles of your local store) on your schedule. With Autoship, you'll save big on your first order. Future orders will automatically receive the current sale pricing, plus an additional 5% off an eligible products.
How do I view future Autoship orders?
What types of payment are acceptable for Autoship?
All Autoship orders require a credit or debit card payment. Alternative payment forms, such as PayPal and gift cards, cannot be accepted at this time.
I've been notified that my Autoship order will be delivered soon, but I don't need certain items in the order just yet. Is there a way to delay or remove individual items from future orders?
At this time, if you would like to change the products in your Autoship order, you must cancel and recreate the order. If the order has been placed, but not yet delivered, please call your local store for assistance.
Will I get sale pricing and promotions on my Autoship orders?
Yes. You'll always receive any sale pricing on your Autoship order that is available at order placement time. In addition, when you enroll in Autoship for the first time, you may receive an additional discount based on product eligibility. You also can receive up to a 5% discount for all future orders on eligible products. No coupon required.
Is there a penalty if I want to cancel my Autoship?
There is no penalty or fee to cancel your Autoship order. You can cancel at any time.
When will my Autoship order payment method be charged?
Your card will be authorized each time your Autoship order is placed, but you won't be charged until the order is out for delivery. You'll receive a receipt for your order via email.
How do I change my delivery address?
If you would like to change your Autoship delivery address, you'll need to cancel your current Autoship order and create a new one with the updated delivery address.
Why has the price of a product in my Autoship order changed?
You'll always receive our best price at order placement time. Since prices can fluctuate, you may see different pricing on each of your orders.
What are the benefits of using Autoship?
- Save on your first Autoship order. Savings automatically applied at checkout.
- Always receive sale pricing, plus an additional 5% savings on future orders.
- Skip or cancel at any time without fees.
- Set a delivery schedule that works for you.
- Earn Neighbor Rewards on qualifying products.
$10 minimum subtotal (after all discounts) to qualify for Autoship. Free delivery for orders with a subtotal (after all discounts) of $35+ and $4.95 delivery fee for orders between $10-$34.99. First Autoship discount savings maximum of $25. 5% reoccurring discount does not apply to initial order. Discounts apply to eligible products only. No coupon required. Must be enrolled in Neighbor Rewards to earn rewards.
https://www.petsuppliesplus.com/exclusions
Can I use a coupon with my Autoship order?
You can add a coupon to your first Autoship order, but it will only apply to non-eligible products of the first time enrollment discount. No coupons can be added for subsequent orders in the Autoship series, but a 5% recurring order discount will apply across eligible products. Autoship orders receive any sale pricing at order placement time.
https://www.petsuppliesplus.com/exclusions
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 Salon” link. You will be able to view upcoming and previous appointments for your dog.
Can I cancel an appointment online?
Yes! To view your upcoming appointments, login to your Pet Supplies Plus account. Then, click on the “My Grooming Salon” 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?
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.
Do I need an appointment, or do you accept walk-ins?
All full-service groom and bath and brush services require an appointment. We do have walk in services such as a nail trim and ear cleaning that do not require an appointment. All services require proof of rabies vaccination. Select stores offer online booking.
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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.
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.
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Can I leave my dog at the grooming 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 them up as soon as possible after their 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 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. If a pet has been given medication in order to sedate it for the service, it cannot be serviced.
Is my pet bathed in cold water?
No. The water temperature of the bathing water is between 75-95 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 open air with the air temperature must be between 64 and 80 degrees.
Can I bring my own shampoo?
Yes. Product brought in must:
- Be in it's 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 bath him/her?
Yes. We have 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.
When is the best time 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 all ages. We take special care of our 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 via to see the cost or contact your local store for more information.
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Will I get the same groomer each time?
You can certainly request the same groomer each time when you make your appointment or when you 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 what you would like to see different and we can correct it before you leave.
Do you accept tips?
Yes, you may tip your groomer for a job well done.
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.
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!
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 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.
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.
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.
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.
How do I edit a future tip?
To edit or remove a tip on your Autoship subscription, go to “My Autoship Orders” on your profile and click the pencil symbol next to the delivery tip amount. You can then select the new tip amount. A tip cannot be edited or removed once a scheduled order is in processing or has already been sent out for delivery.
Will my tip be added to every Autoship order?
You will have the opportunity at checkout to choose whether your tip is a one-time or recurring amount. Tip amounts can be managed in your “My Autoship Orders” dashboard.
Can I redeem my Product Reward coupon both in-store and online?
No, the Product Reward coupon can only be redeemed in store. The coupon must be presented to the store team member for application to the transaction.
How do I receive my Product Reward?
Free Product Rewards: Once you've completed the purchase requirements for your free product Reward, a coupon will be emailed to you and can be accessed on your Member Dashboard in the 'Product Rewards' section. You do not need to redeem any points for your free product Rewards. These Rewards will be sent automatically upon qualification – no action is needed by you to receive these Rewards.
Do I have to buy all the same size products to go toward my Product 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.
How long do I have to redeem a Product 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 Product 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 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.
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.
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 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.
How do I access my Service Rewards coupons?
Coupons are issued automatically after qualifying purchase threshold is met. Coupon will be sent to the email address on your Rewards account. You can also access your coupon in the Service Rewards section of your Rewards Dashboard. Coupon is valid for 60 days from issuance.
How do I earn a Grooming Reward?
One (1) credit toward the Grooming Reward will be earned for each purchase of a full-service bath or groom in a transaction that is linked to your Pet Supplies Plus Rewards account.
After accumulating four (4) qualifying purchases, you will earn one (1) coupon for 50% off a grooming package add-on.
Your purchases will continue to accumulate, and after your eighth (8) qualifying purchase, you will earn one (1) coupon for a free grooming package add-on.
After your eighth qualifying purchase, your punch card will reset, and you can begin working toward your next Reward.
How do I earn a Nail Service Reward?
One (1) credit toward the Nail Service Reward will be earned for each purchase of a qualifying* nail service in a transaction that is linked to your Pet Supplies Plus Rewards account.
After accumulating eight (8) qualifying purchases, you will earn one (1) coupon for a free nail service.
*Qualifying Nail Services include nail trims, nail files, and the Paw Package
How do I earn a Pet Wash Reward?
One (1) credit toward the Pet Wash Reward will be earned for each purchase of a self-service pet wash in a transaction that is linked to your Pet Supplies Plus Rewards account.
After accumulating eight (8) qualifying purchases, you will earn one (1) coupon for a free self-service pet wash.
How do I redeem a Service Rewards coupon?
To redeem a services coupon, you must present the coupon in-store at checkout. The coupon barcode from the dashboard or your e-mail can be scanned by the cashier.
Services coupons cannot be applied/used online at this time.
How do I track my progress towards Service Rewards?
Progress can be tracked in the Service Rewards section of your Rewards Dashboard. Each Service Rewards program has a separate punch card. One (1) credit or “punch” will be earned for each qualifying purchase linked to your Pet Supplies Plus Rewards account. Please allow up to 24 hours after a purchase for your credit to show. Credits are valid for one year, or until a Reward is earned.
What are Service Rewards?
Service Rewards is comprised of 3 punch card programs: Grooming Rewards, Nail Service Rewards, and Pet Wash Rewards.
A neighbor must be enrolled in Pet Supplies Plus Rewards to participate in Service Rewards.
What if I have multiple pets?
Service Rewards punches are not specific to one pet and are cumulative across your account.