FAQ
Here are a few of the questions we get the most. If you don't see what's on your mind, contact our Pet Experts by clicking here.
Pet Food Express Rewards
What is Pet Food Express Rewards?
Pet Food Express Rewards is our customer loyalty program. Sign up is free. Pet Food Express Rewards members earn points on purchases made in stores and online and have access to exclusive in-store promotions, such as Buy 3, Get the 4th Free. Plus, members can also save with special in-store and online deals!
How many points do I earn for each dollar spent?
Members can earn 1 point per $1.00 spent on in-store purchases and on fulfilled online orders, before tax and delivery fees. Points are rounded down to the full dollar. For example, if your purchase subtotal is $20.55, 20 points will be credited to your account balance.
How many points do I need to earn a reward?
100 points = $1 reward.
Rewards are redeemable for
discounts on future in-store purchases.
How do I earn points?
To earn points for in-store purchases, provide the phone number connected to your membership at checkout. For online purchases at https://www.petfood.express/, log into your Pet Food Express account with your email to earn points.
How long does it take for points to post to my account?
Points will be posted to your account as soon as they are earned during in-store checkout or when an online order is fulfilled.
Do my points expire?
Points won’t expire if you make at least one purchase every 12 months. Points will expire in 12 months if no purchases are made. Points have no cash value.
How do I redeem my rewards?
Rewards can only be redeemed in stores. Provide the phone number connected to your Member Account at checkout. You will have the option to apply rewards as a discount on your current transaction or save them for future redemption.
What can I use my rewards on?
Rewards can be used on future in-store merchandise purchases. Pet Food Express gift cards are excluded. Rewards can be applied to your purchase of discounted or sale items. Rewards are applied as a discount to the subtotal of any merchandise purchase.
How does price matching work?
Price matching is available in-store to Rewards members. Let a store associate know that you would like to request a price match at the time of purchase, providing your Rewards account information and any acceptable form of proof of a lower price by a qualified competitor. See Details
Who do I contact if I need help?
Our pet experts are happy to help you! Please contact us Monday – Sunday from 9am – 5:30pm at (510) 609-3600 or chat online with a real person here during these times.
How do I know how many points I have?
Log into your Pet Food Express account to view your points and rewards information.
Ordering Online for Delivery, AutoDelivery and In-store Pickup
What are my delivery options?
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.
We also offer AutoDelivery. AutoDelivery allows you to set a
recurring delivery schedule, with flexibility on the quantity
and frequency of items you receive. To learn more about
AutoDelivery, click here.
What stores offer in-store pickup?
In-store pickup is currently available at all Pet Food Express locations. In-store pickup is always complimentary.
Where do you deliver?
We offer delivery to most ZIP codes surrounding our Pet Food
Express store locations.
Unfortunately, we do not offer nationwide shipping at this
time.
How will I know my delivery is on its way?
For delivery and in-store pickup, reach out to Pet Food Express
using the contact information at the bottom of your confirmation
email. We suggest having your order number ready.
For AutoDelivery, we’ll send you a reminder email seven days
before your next scheduled order. We’ll send you another email
when your order ships.
How can I track my order?
To track your order, reach out to Pet Food Express using the
contact information at the bottom of your confirmation email. We
suggest having your order number ready.
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.
What happens if my delivery has not arrived?
If your package has not arrived within your set delivery window, we may be experiencing delays. If you have not received your order by 8 p.m., contact our Pet Experts by clicking here.
How can I change my order?
Please note that delivery fees are non-refundable once your
delivery driver is on the way.
For delivery and in-store pickup, reach out to Pet Food Express
using the contact information at the bottom of your confirmation
email. We suggest having your order number ready.
For AutoDelivery, you can adjust your order online up to four
days prior to your delivery date. An order modification email
will be sent to confirm any changes made.
How long will the store hold my in-store pickup order?
If the order has not been picked up by the next day, we will try to contact you. In-store pickup orders will be held for one week after the scheduled pickup time. If we can't reach you, your order will be refunded.
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 may also ask to see the credit card that you paid with. We reserve the right to decline orders that do not meet certain security criteria. In that event, we will attempt to contact you in advance.
How can I skip or cancel my AutoDelivery?
You may skip upcoming AutoDeliveries or cancel an AutoDelivery subscription by going to "AutoDeliveries" in your account. You can also call us at (510) 609-3600 or email us at hello@petfoodexpress and one of our pet experts can help you skip a delivery or cancel the subscription.
What happens if an item in my online order is out of stock or temporarily unavailable?
We will always make every effort to send a complete order. Unfortunately, we occasionally experience supply limitations that may cause us to send an incomplete online order. We will reach out to you via email when this occurs; depending on the circumstances, you may be offered a delayed delivery, a substitution, or a cancellation. Please feel free to respond to this email or call our Pet Experts at (510) 609-3600.
What if my AutoDelivery is expected to come on a Holiday or day Pet Food Express is closed?
AutoDelivery orders that fall on a Holiday or a day Pet Food Express is closed will arrive one day prior. We will always reach out to you via email before this occurs. Contact us by clicking here anytime or call our Pet Experts at (510) 609-3600.
Are prescription diets available online?
A prescription must initially be set up at a store in order to purchase prescription diets online thereafter. Once a prescription has been set up, please log into your account to order online. Prescription diets are also available for purchase within our stores. Find a store.
How can I update my delivery address?
Go to your account and select "Addresses." Here you can edit, delete, or add a new address.
How much do you charge for delivery?
Delivery is FREE for orders over $50 (after any coupons or promotions are applied), excluding tax. Otherwise, we offer delivery for just $4.99.
Who will be delivering my order?
We work with third-party delivery services to ensure the fastest delivery to your pet.
How do I tip my delivery driver?
Tipping is an easy way to recognize drivers for their excellent
work and is always optional. For most standard delivery orders,
the option to add a tip will appear at checkout. A suggested
amount is provided but you may customize the tip by choosing a
percentage or entering your own amount. 100% of your tip goes to
your delivery driver. Driver tips are non-refundable once an
order has shipped.
Please note: some locations utilize a third party delivery
service that does not offer tipping; in this case no tip option
will appear. Unfortunately, at this time we are unable to offer
a tipping option for AutoDelivery orders.
Do I need to be there to sign for my delivery?
For the safety of employees and customers, at this time we
are only offering contactless delivery, meaning no signature
will be required.
Typically, it's up to you! During the checkout
process, you will be prompted to choose if a signature is
required or not upon delivery.
If you are not home
and do not require a signature, the driver will leave your order
at your door or wherever you instructed.
I did not receive my confirmation email. What should I do?
If you did not receive a confirmation email after placing your order, contact our Pet Experts by clicking here.
Payments
How can I update my payment method?
Go to your account and select "Payment Methods." You can delete an existing payment method or add a new payment method.
How can I update my AutoDelivery payment method?
- Log into account.
- Select “Payment Methods”
- Add new payment method (you will not be able to delete your old card until you link your new card to your AD order).
- Select “Orders”
- Select “Pending Orders”
- Under “Payment Method” select new card from drop down list.
- Select “Reauthorize Payment”
- Select “AutoDeliveries” tab
- Edit your order: Under “Payment Method” select new card from drop down list and save changes.
- You can now go back to “Payment Methods” and delete your old card.
Why is my credit card not working at checkout?
If you are having trouble with your credit card at checkout,
confirm you have successfully and accurately completed Steps One
through Four (Customer, Checkout Options, Billing, Payment) by
locating the checkmark at the top of each section header. If a
checkmark is missing, please complete the information in that
section.
Confirm the billing address matches the address on file with
your credit card and 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.
If you are still experiencing issues, contact our Pet Experts by
clicking here.
What forms of payment do you accept?
For online purchases we accept Visa, Mastercard, American
Express, Discover, as well as Pet Food Express gift cards,
merchandise cards, and online store credit.*
*Online store credit is valid for online purchases only.
When will my payment method be charged?
For deliveries and in-store pickup, your payment method will be
charged the same day the online order is processed.
For AutoDeliveries, we will authorize your payment method three
days prior to your delivery. Your payment method will be charged
the same day the order is fulfilled.
How do I check my gift card balance?
To check your Pet Food Express gift card balance, go to the
bottom of the page and select the option for “Check Gift Card
Balance” or
click here.
A window will open with a prompt and form. You will need to
enter your gift card number and your card’s pin number (found on
the back side of the card in the right corner), as well as a
CAPTCHA code. Once you click “Submit,” you will receive your
remaining balance.
Can I redeem a gift card/merchandise card online?
Pet Food Express gift cards or merchandise cards can be redeemed by entering the card number in the "Gift Card Number" and "Pin" fields at checkout under payment.
Can I use or purchase a gift card online?
At this time, we are not set up to sell gift cards online but please know that we are working on implementing this option.
Coupons & Promotions
Is Buy 3, Get the 4th Free (B3G4F) available online?
No – Buy 3, Get the 4th Free is only available as a in-store perk for Pet Food Express Rewards members. However, you can still earn points when you shop online!
Can I use my 20/20 coupon online?
Yes, 20/20 coupons are redeemable in-store or online. At checkout, once an email is entered, the coupon box will appear. Type the code into the "Coupon Code" field located in your "Order Summary." Then click "Apply."
I received a coupon code. How do I apply it?
At checkout, enter your email and the coupon box will appear. Type the code into the "Coupon Code" field located in your "Order Summary." Then, click “Apply.”
Please note: Delivery is FREE for orders over $50 (after any coupons or promotions are applied), excluding tax. Otherwise, we offer delivery for just $4.99.
Exchanges & Returns
How is an online refund processed if I originally paid with a gift card or merchandise card?
If your order was paid for with a gift card or merchandise card
and you have an account with petfood.express, our Pet Experts
can issue a refund in the form of an online store credit. Online
store credit is valid for online purchases only.
If a refund is processed in-store, a gift card or
merchandise card valid for in-store or online purchases will be
issued.
How do I exchange or return an item?
Don't hesitate to bring back your purchase from us, whether you
got it delivered, picked it up or bought it in-store. Just come
in to any Pet Food Express location to return or exchange.
Here is how:
Within 30 days of purchase
and with your receipt, new items will be refunded. Credit and
debit card purchases will be credited to the same card within
3-5 business days. Cash purchases will be refunded in cash.
Without your receipt we're happy to issue an exchange or store
credit at the lowest retail price in the last 60 days. Refunds,
credits, and exchanges require your name, phone number, address, and photo
I.D. (Calif. Civil Code Sec. 1723).
Click here 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.
Services
Where can I find my pet’s VIP PetCare records?
We partner with VIP PetCare to 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.
Do you offer a pet wash service?
Yes! We offer a self-service pet wash at most of our store locations. Learn more here.
Do you have adoption events?
Occasionally, local rescues & shelters have adoption events that are hosted at Pet Food Express stores. Check with your local store to see what events are upcoming by calling or check here.
Do you offer dog training?
To learn more about in-person dog training services, check with
your local store here.
To learn more about virtual dog training service,
click here.
What happened to My Mutt Program?
The My Mutt Program was one of our most visible and longest-running charitable campaigns. It is now retired. Learn More.
Support
Want to speak to a live Pet Expert?
Call our Pet Experts at (510) 609-3600. Our Pet Expert line is open 7 days a week, 9:00am - 5:30pm.
How do I contact customer support?
We are here to help! Contact us by clicking here anytime or call our Pet Experts at (510) 609-3600. Our Pet Expert line is open 9:00am - 8:30pm, Monday - Saturday and 9:00am - 7:30pm on Sunday. We will get back to you within 24 to 48 hours.
Do you charge sales tax?
Yes, the sales tax rate is based on the delivery ZIP code or pickup location.
What's your Privacy Policy?
Your privacy is important to Pet Food Express. Read our privacy policy here.
