FREE SHIPPING on orders $49 or more

FAQ Page


    • 1. How can I reach Customer Service?

      We’re here to help you with any questions you may have. You’ll find easy ways to reach us at CONTACT US  

      Toll Free: 1.877.PUP.2220 (1.877.787.2220), Monday to Friday 9:00AM - 6:00PM EST

      Customer Service Email:

    Account Help

    • 1. What do I do if I forgot my password?

      If you forgot your password, click on the Sign in / Register icon at the top of the page as if you were going to log into your account. Under Registered Customers login, there is a highlight that says “Forgot Your Password?"  Click onto this highlight, enter your email address and click "submit."  A link will be sent to your email address to reset your password.

    • 2. Can I change or update my account information?

      Sure! Just click on Sign in / Register at the top of the page or My Account at the bottom of the page and log into your account to access your account information. Here you can change or update your contact information, address book, password and newsletter subscription.


    • 1. What is the status of my order?

      Simply log into your account by clicking on Sign in / Register at the top of the page or My Account at the bottom of the page.  Under your Account Dashboard you will see a list of your Order History.  Click on View Order for a particular order and you will find the status of your order as well as the order details including the shipping status and the corresponding order tracking number.  You may also contact our pup friendly Customer Service Team at CONTACT US who will be glad to help you with your order questions.

    • 2. When will my order be charged?

      Items in your order will be charged only when they are shipped

    • 3. Can I cancel or change my order?

      Unfortunately once your order is placed an invoice is created when payment is approved.  Your order is then sent to our processing facility to be packed and shipped and cannot be cancelled or changed.  The best way to cancel or change an order is to call our Customer Service Team at 1.877.PUP.2220 (1.877.787.2220) as soon as possible.

    Shipping & Delivery

    • 1. How much does shipping cost?

      We offer flat-rate shipping fee of $9.95 for all orders below $49 (unless a shipping promotion states otherwise).  See our SHIPPING INFO for details.

    • 2. What is the delivery time frame?

      Depending on your location, orders should arrive at your doorstep in 2-5 business days. See our SHIPPING INFO for details.

    • 3. Who will deliver my order?

      We enlist the services of UPS (United Parcel Service) to ensure dependable delivery of your order.  We may also ship smaller items via USPS (U.S. Postal Service) Priority Mail.  If your location is nearby our warehouse facility we may deliver your package through our Summer's Paw Delivery Service.

    • 4. Where do you ship?

      Currently we ship only to the 48 contiguous states.
      We do not ship to P.O. Boxes, APO/FPO, Alaska (AK), Hawaii (HI), Puerto Rico (PR) or to international addresses

    • 5. Is a signature required for package delivery?

      No, you do not need to be at home for delivery.  The driver will leave your package at your front door or with the front desk.

      Residents of NYC (Manhattan, Brooklyn, Queens, and the Bronx) and Lower Westchester who do not have a doorman or place to leave their package securely, please contact us after placing your order.  We will arrange with you a convenient day & time to deliver your package when someone is home so that your pup doesn't miss out on his food or treats..

      Contact our Customer Service Team at 1.877.PUP.2220 (1.877.787.2220) Monday to Friday 9:00AM - 6:00PM EST or

    Payment Options

    • 1. What types of payment do you accept?

      We accept all major credit cards: Visa, MasterCard, American Express and Discover.
      We also accept payment through Paypal.

    Sales Tax

    • 1. Is sales tax applied to my order?

      Currently we are required to collect sales tax only in New York.


    • 1. Can I return an item?

      If you are unhappy with an item you may send it back to us for a full refund. See our RETURN POLICY for details.

    Damaged Item

    • 1. What if my order is damaged?

      If an item has been damaged from shipment, please contact our Customer Service Team immediately at 1.877.PUP.2220 (1.877.787.2220) or email us at so that we may address the situation and make things right for you.

    Refer a Friend

    • 1. What is Refer A Friend?

      Refer a Friend is a great way to share quality dog food and treats with dog people that you know.  Just refer a friend to our Site and you and your friend will receive a surprise offer when they make their first purchase…and we all loves surprises!  Just let us know who you referred.

    Frequent Buyer Program

    • 1. What is your Frequent Buyer Program?

      This is simply our little way of saying “Thank-you” to our loyal customers.  You can find out more about how the program works at FREQUENT BUYER PROGRAM.

    Product Search

    • 1. What is the Best Way to Search for A Product?

      To find a particular product you want:

      (1) Type in your search term(s) in the Search box (ex: grain free dog food, salmon, small breed etc...) and click on the magnifying glass or press enter.  The page will populate with the Search results.

      (2) To narrow down the search results, use the Sort By drop down filter.  You can sort by "Relevance", Brand "Name"  or "Price". 

      (3) You may also use the filters on the left to narrow down the search results.

    Ask a Question

    • Maximum length is 255 characters

    * Required Fields