Customer Service: Ordering Help
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Customer Service: Ordering Help

Order Online
We've tried to make our online ordering process as easy as possible. If you ever have any questions, please feel free to call us at 1-800-381-7179.

  1. As you navigate our site, add as many items to your shopping cart as you wish. If you set up an account with us, the items will remain in your shopping cart for up to 30 days. During this time, you may see what is in your shopping cart while logged in by clicking "View Cart" at the top right of any page. If you are wanting to save items without losing them from your cart after the 30 days, check out our Wish List feature. Save all the products you want, and even have the option to email it to friends and family as a gift idea list!
  2. Click Checkout. Checking out is a 4-step process. Help is available at every step. NOTE: If you have an account with us, this process is shortened. For more information on setting up an online account, please click here.
    • Step 1: Begin Checkout. You can choose to sign in, register for an account, or checkout without registering.
    • Step 2: Address. Enter your billing address. If the shipping address and billing address are the same, make the appropriate selection. You will be able to edit this through the entire checkout process. An email address and phone number are both required for placing an order online. Your email address is required for sending you an order confirmation email and links to tracking information as available.
    • Step 3: Shipping. Choose a shipping method. You will be able to edit this any time before finalizing your order.
    • Step 4: Place Order. This is where you will enter credit card information, and apply any coupons or gift certificates to the order. Here you will be able to verify and/or edit any of the order information, as well as add a gift message if your order is a gift shipping to someone else. You may also select special delivery instructions on this final step. Once you have checked and verified all the information you have provided, you can click the "Place Your Order Now" button, and will be taken to an order confirmation page.

Order by Phone
If you prefer to order by phone, call us 7 am-8 pm, CST, 7 days a week to talk to one of our courteous Customer Service representatives. Our number is 1-800-381-7179. Please have your credit card available.

You can also call us if you have any questions about the products we offer, or need help selecting the right product for your pet.

Order by Fax
Simply fax a completed order form to us at 1-800-776-8872, and we'll take care of it from there.

To get our printed order form:
  1. Click here to view/download a printable order form. (Requires Adobe Acrobat Reader 4.0 or later - get it here for free)
  2. To print the page, simply click the printer image in the tool bar.
  3. Complete the order form and fax or mail it to us via the address below

Payment Methods
Payment Types
Ordering online:

  • We accept all major credit cards for online orders, including VISA, MasterCard, American Express and Discover.

  • PayPal Credit - Checkout fast with PayPal Credit. The effortless way to pay without using your credit card. Simply select PayPal Credit at checkout, answer two simple questions and accept the terms. It's that easy. There is no separate application process. PayPal Credit offers flexible terms, that allow you to choose to pay in full or over time. Subject to credit approval. Visit shopping.paypal.com for a complete list of merchants that accept PayPal Credit. Learn more >


  • PayPal - Learn about PayPal here. Sorry, not available for Canadian PayPal.


  • Chase Pay - Currently a "by invitation only" payment service for select Chase customers that makes payment easier, faster and more secure. If you are eligible you would have received an email from Chase inviting you to enroll. If you have any questions regarding Chase Pay please call the toll free number on the back of your card.

You can order online with the utmost confidence that your credit information is safe and secure.

Ordering by phone or by fax:
We accept all major credit cards for online orders, including VISA, MasterCard, American Express and Discover.

APO/FPO Addresses
All shipments to APO/FPO addresses are sent via USPS to distributing military centers in the U.S., at which time the military service assumes responsibility for shipping. Please allow 6 weeks for delivery.

NOTE: The following items cannot be shipped to an APO/FPO address: oversized items, vaccines, electronic items, and some meat products. Please contact customer service at 1-800-381-7179, or by email, to determine the exact restrictions.

Follow these steps when entering an APO or FPO address

  1. Enter the recipient's full name and address in the relevant fields
  2. Enter APO or FPO in the City field.
  3. Enter AE in the State field if the recipient is stationed in Europe, Africa, or the Middle East. Enter AA if the recipient is stationed in the Americas. Enter AP if the recipient is stationed in Asia or the Pacific.
  4. Regardless of where the recipient is stationed, select "United States" from the Country drop-down menu.

International Addresses
We apologize but we do not ship to addresses outside the United States other than AFO/APO addresses.

Redeeming Coupons or Promotions
To use a Promotion Code, enter the Promotion Code into the "Promotion Code" field in the Cart or at Checkout.

  • Identify the Promotion Code. It is a string of letters and numbers that appears in your email, advertisement, local ad, etc. (e.g., "LUCKY25")
  • Enter the Promotion Code in the box provided in your Cart or in the payment page at Checkout.
  • Your discount will be automatically applied to your order when you meet stated Promotion Code requirements.

Redeeming Gift Certificates
To use a Gift Certificate, enter the gift certificate code into the “Gift Certificate Code” field in the Cart or at Checkout.

Gift Messages
Example Gift MessageAdd a personal touch to your purchase by adding a special message to any gift orders! Gift messages can be included in any order to add a special touch to your gift. Send a message from you to your loved one - or from your pet to theirs.

It's easy - when calling in to place an order, simply ask one of our friendly operators to add a gift message to your order.

Example where to enter gift message online For online ordering use the following procedure:

  1. On the Place Order page, click the "Add Gift Message" button.
  2. Type your personal message to the recipient in the text entry box. (180 character limit)
  3. Click the "Continue with Checkout" button.

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