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.
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
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.
Why is there a minimum order quantity for certain items?
For AutoDelivery, certain items are only available in case
packs; therefore, they require a minimum order quantity.
These items may be available in smaller quantities by using same-day delivery or in-store pickup.
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.
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. For assistance, please contact us by clicking here anytime or call our Pet Experts at (510) 609-3600.
What happens if an item in my AutoDelivery 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 AutoDelivery 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?
We are not able to verify prescriptions online at this time, which is why they do not show up as an option for online ordering. Prescription diets are all available for purchase within our stores.
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 $30 (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.
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.
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
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
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
Why isn't Buy 3, Get the 4th Free (B3G4F) available online?
Unfortunately, due to vendor restrictions we are unable to offer
the B3G4F 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.
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 $30 (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, 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.
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.
Want to speak to a live Pet Expert?
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.
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.