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FAQ's

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 by phone or email.

Online Ordering

Where do you deliver?

We offer delivery to most ZIP codes surrounding our San Francisco, Peninsula, East Bay, South Bay, North Bay and Los Angeles stores. Unfortunately, we do not offer nationwide shipping at this time.

In store pick-up is currently available at 59 Pet Food Express locations in San Francisco, the Peninsula, the East Bay, the South Bay, the North Bay, Sacramento and LA.

How much you charge for delivery?

Delivery is FREE for orders over $30, excluding tax. Otherwise, we offer same-day delivery for just $4.99.

In store pick-up is always complimentary.

Why isn't Buy 3, Get the 4th Free (B3G4F) available online?

Unfortunately, due to vendor restrictions we are unable to offer the Buy 3 discount for online purchases. This is contractual and limits our ability to be able to offer this promotion online. Our in-store B3G4F program has not changed and we would be happy to offer it in person at one of our many locations.

Learn more here.

I did not receive my confirmation email. What should I do?

If you did not receive a confirmation email after placing your order, please email us so we can confirm that your order went through.

How do I tip my delivery driver?

Tipping is an easy way to recognize drivers for their excellent work and is always optional. Once your order is delivered, you will receive an SMS text with a link to provide feedback and a tip. Enter your credit card information in the app to enter a custom tip.

100% of your tip goes to your delivery driver.

What delivery windows are available?

Whether you need it now or have time to wait, we can work with your schedule. Deliveries can be same day or scheduled up to 6 days in advance.

Delivery window options are presented at checkout. Individual store times may vary.

How can I track my order?

Want to track your order? If you need more information, you can reach Pet Food Express at 510-609-3600 or contact your local Pet Food Express Delivery Hub by locating their contact information at the bottom of your confirmation email.

Do you see “Returned by Delivery Provider” as the tracking status? This means our courier was unable to deliver your order and you will be automatically refunded within 24 hours.

How can I cancel or change my order?

Need to cancel your order? Call us at 510-609-3600 or contact your local Pet Food Express Delivery Hub by locating their contact information at the bottom of your confirmation email. Please note that delivery fees are non-refundable once your delivery driver has been dispatched.

We’ll hold store pick-up orders for 48 hours after the scheduled pick-up time. If the order is not picked up in that time, we will issue an automatic refund.

What if I can't pick-up my Curbside Pick-Up order as scheduled?

We’ll hold store pick-up orders for 72 hours after the scheduled pick-up time. If the order is not picked up within that time, we will try to contact you to confirm whether you still need it. If we can’t reach you, we will issue a refund and email you to let you know.

How to select Curbside Pick-Up?

To use our curb-side pick-up service, select the “Pick-Up-In-Store” option at checkout. Call the store upon your arrival and we will bring your order to you!

Curbside Pick-Up Restrictions

In order to make sure that your purchases are secure, we will ask for a copy of your confirmation and a state- issued picture ID when you pick up your order. For large orders, we will also ask to see the credit card that you paid with. We reserve the right to decline to fulfill orders that do not meet certain security criteria. In that event, we will attempt to contact you in advance.

Can I use or purchase a gift card online?

At this time, we are not set up to take gift cards online but please know that we are working on implementing this option.

If you would like to purchase a gift card, we can assist you with this by phone (or in-store). Please call our Customer Support at 510-609-3600, for assistance.

Can I use my 20/20 coupon online?

At this time, we are not set up to accept 20/20 coupons online but please know that we are working on implementing this option.

20/20 coupon can be redeemed in store.

Are prescription diets available online?

We are not able to verify prescriptions online, which is why they do not show up as an option for pick-up or delivery. Prescription diets are all available for purchase within the store.

Returns

How do I return an item?

Problem with your purchase? Don’t hesitate to bring it back for a full refund. Even if it’s been opened, and even if there’s slobber on it. Just come in to any Pet Food Express location. While you’re here, we would love to speak with you to help you find the right solution for your needs.

To make it easy, please bring a copy of your receipt, valid ID, and the credit card used for purchase. Please also bring the product with you, even if it is opened or otherwise impractical for resale. We donate opened but usable products to local animal rescue groups.

Go to www.petfood.express/stores/ for a full list of Pet Food Express locations. Delivery fees are only refundable if we made an error in fulfilling or delivering your order.

Learn more here. 

General Questions

Where can I find my pet’s VIP PetCare records?

We partner with VIP PetCare who provide veterinary care at our wellness centers and mobile vet clinics. To get your pet’s veterinary records, contact VIP directly at 1 (800) 427-7973.

 

Still have questions? We are here to help! Contact us here.