Frequently Asked Questions
I don’t have my clinic ID, how can I enroll?
You can search for your clinic via zip code. Enter your Zip Code in the Pet Owner Registration section of the home screen and click “Find My Clinic”.
What payment methods are accepted?
Each client participating in the program uses their own method of payment. All American Express, Master Card and Visa credit/debit cards are accepted.
How long will it take for my prescription to be approved?
- For electronic approval requests: Your request will be reviewed by your clinic and approved or denied. You will receive an email once your clinic has reviewed your request.
- For uploaded images: Your uploaded script will be reviewed by our customer service team and accepted or denied. You will receive an email once your script has been reviewed.
If it has been over 48 hours since you submitted a request or uploaded your image and you have not received an email, please email our customer service staff or call us at 1-800-738-5338.
How long am I approved to order my therapeutic diet?
Therapeutic diet approvals last for one year from the date your clinic approves your first order of the diet. Your clinic may modify or cancel your approval based on your pet’s dietary needs. You will receive an email notification if any changes are made to your therapeutic diet approvals.
Do I need to be approved each time I place an order?
You will only need to request approval the first time you order a therapeutic diet, treat, or probiotic. You will be prompted to do this before checkout. Non-therapeutic diets do not require approval for purchase.
How do I know the diet has been approved?
You will receive an email from Pro Plan Vet Direct when your diet is approved by your clinic.
How do I create an order that automatically reorders?
When adding a product to your shopping cart, choose the desired quantity of the product you want delivered and select a delivery frequency of 2 weeks, 24 days, 1 month, 6 weeks, 2 months or 3 months, then complete the checkout process.
How do I stop or cancel auto shipments?
Once you have logged into Pro Plan Vet Direct, click the “Account” button on the top-right of the page. Click “My Auto-Shipments” to manage any of your automatic shipments.
How do I change the frequency of my auto shipment?
Once your automatic order has been placed, its order frequency cannot be changed. To receive your diets on a different automatic schedule, click the “Account” button on the top-right of the page. Click “My Auto-Shipments” to manage your automatic shipments. Cancel the automatic shipment and place a new order with your preferred shipment frequency. Please note the new shipment frequency will take effect on the day you place the new order. Canceling your automatic shipment will not affect your active prescription(s).
Can I add, delete or remove items from my auto shipment?
You can edit the quantity of existing items in your order by clicking the “Account” button on the top-right of the page, then clicking “My Auto-Shipments” to update any automatic shipment. Our customer service team can also add or remove products from your automatic orders. Please email our customer service staff or call us at 1-800-738-5338.
If I update my credit card information on your website, will my auto shipment payment information also be updated?
Automatic shipment payment information cannot be updated. A new automatic order will need to be created using the new payment information during checkout.
Does Purina guarantee the quality of the products I order?
Yes, our products are backed by a 100% satisfaction guarantee. If you are not completely satisfied with any part of your order, we will replace the product or refund your purchase price within 90 days of date on receipt. To process your product replacement or credit card refund please email our customer service staff at firstname.lastname@example.org or call us at 1-800-738-5338.
How will my order be delivered?
Your order will be delivered to your home address by UPS in 3-4 business days.
I received an email saying I was approved and my order shipped, but it has not been delivered.
To check the status of any order, click the “Account” button on the top-right of the page, then click “My Orders”. Clicking “View Order” will display general information about the order. Clicking “Track your order” will display the shipment’s UPS tracking number and delivery status.
If your order does not appear in the “My Orders” section, please email our customer service staff or call us at 1-800-738-5338.
Where do I find promo codes?
Be sure to check your email inbox for promotions straight from Pro Plan Vet Direct. We also partner with your clinic for limited, exclusive promo codes available during your visit.
How do I place an order if I’m not near a computer?
The Pro Plan® Vet Direct® online store can be accessed from any device with an internet connection, including tablets and smartphones.
Who do I contact if I have questions about my order?
Please contact one of our customer service representatives, or call 1-800-738-5335.
How do I change the contact information or shipping information on my account?
To update your contact information, shipping information and other account preferences, please visit your account page.
What is the Purina carbon neutral shipping program?
Purina® works with UPS® to bring environmentally responsible shipping to orders delivered by UPS®.
How does it work?
UPS® provides shipping services, then purchases and retires carbon offsets from carbon sequestration or carbon mitigation projects on our behalf, effectively creating a carbon neutral shipping supply chain.
How do we know it works?
UPS’s Carbon Emissions Calculator and methodology are verified by SGS Environmental Services Inc., the world’s leading carbon verification and certification company, and also certified by the CarbonNeutral Company.
Why is Purina® concerned about sustainability?
We're passionate about pets and the people who love them, and we believe that the essence of sustainability is learning to live within the boundaries of nature. That’s why we’re continuously working to use the earth's resources more efficiently and to further improve our impact on the environment.
Do Purina’s® sustainability efforts extend beyond shipping?
We are committed to continuously improving the environmental performance of our operations and our products so that they will be better for the environment throughout their life cycle. We look across our company for ways to increase efficiency, reduce waste and conserve resources. To learn more, visit https://www.purina.com/meet-purina/sustainability.