Frequently Asked Questions


How do I contact customer service?

You can reach our customer service family at 704-825-5987 anytime between the hours of 7am – 6pm, Monday – Friday. You can also email us at and we’ll get right back to you with a response.

What are your customer service hours?

You can reach our customer service family at 704-825-5987 anytime between the hours of 7am – 6pm, Monday – Friday.

Do you charge sales tax?

We do charge N.C. sales tax for items delivered.

Do you work with shelters and other pet-related organizations?

We have programs for non-profit organizations and shelters that help support animal welfare. Please email us at if you’d like to discuss how we can help your organization.

What's your Privacy Policy?

Your privacy is very important to us. Read our Privacy Policy for more details.

Loyalty Rewards Program

What is the cost to join the Loyalty Reward Program?

There is no cost. Membership is free.

Do you need a card or fob to use your Loyalty Rewards account?

No. Cards and fobs are no longer used. One of our friendly internet sales team associates only needs your phone number or address to add your points to your account and an email as a backup to locate your account. We keep track of your points for you! 🙂

How many bags or cases do I need before I get my free bag of dog or cat food?

12 purchases of the same participating brand within 12 consecutive months

What happens if I don’t make my 12 purchases within the 12 consecutive months?

One bag or case will fall off your account upon each bag purchase anniversary.

How would I claim my free bag of dog or cat food?

Once your have purchased the twelve bags of qualifying pet food (same brand and same size), you will receive an email with a message saying you have earned a reward. You must redeem your reward in-store. To redeem in-store, one of our friendly sales associate will look up your account to redeem your reward. 

Can I transfer points to another account?

At this time, point transfers are not allowed.

How do I redeem my Free Food Reward with AutoShip & Save?

Auto Ship orders will not automatically redeem your free pet food. You will have to skip your next scheduled delivery and pick up your free pet food at our downtown Belmont location. We do not deliver FREE bags or cases of pet food at this time.  

If you have any questions, please call our customer service family at 704-825-5987 anytime between the hours of 7am – 6pm, Monday – Friday. You can also email us at and we’ll get right back to you.


What is Autoship?

Autoship lets you schedule regular deliveries of your pet supplies, so you never run out of pet food or other essentials like potty pads and treats ever again.

How do I set up an Autoship so I can receive a recurring delivery?

Just add your favorite items by selecting Autoship, choose your desired schedule and then proceed to checkout.  Yep, it’s that easy!

What are the benefits of Autoship?

After your first Autoship discount, you’ll save an extra 5-10% on select brands for all future Autoship orders.

Is there a membership fee?
There’s no membership fee, and you can cancel at any time.
When will my credit card be charged?
Your credit card will be charged automatically on the date the order is delivered. You may see a pending charge on your credit card as soon as we begin to prepare your order, which could be as early as 24 hours ahead of your scheduled delivery date. There’s no need to call or update anything online.
How can I change my payment method?
Simply go to your Payment Methods, edit an existing card or add a new one, and check the “make this default” button for your new card.
How can I change my delivery address?

Simply go to your Addresses, click “edit” underneath the billing & shipping address and click the “save address” button.


How much is delivery?

Orders over $25 deliver for free! Orders under $25 will be updated to local pickup at our downtown Belmont store.

How long does it take to get my order?

Orders placed by 8AM (EST) on one of our delivery days (Monday, Wednesday & Friday) will be delivered the same day. Orders that are placed on Saturday or Sunday will be delivered on the next Monday. Orders that are not in stock may take longer to deliver.

Who will be delivering my order?

We deliver your pet food and supplies via one of our insured employees. We do not ship via Fedex or UPS so that we may provide you with the fastest and most reliable delivery service available.

Do I need to be there to sign for it?

Nope! If you’re not home, one of our delivery drivers will leave your package at the door or with your doorman.

Do you deliver to P.O. boxes?

No – at this time we are unable to deliver to P.O boxes. We currently only deliver to physical addresses.


How do I make a purchase?

Simply click the “Proceed to Checkout” button in your cart!

What information do I need to check out?

Our checkout is easy, fast, and secure. Enter your shipping address and payment method, then place your order! 

What forms of payment do you accept?

We accept Visa, MasterCard, American Express, Discover and PayPal.


What's your Return Policy?

Our policy is simple: If you’re not 100% unconditionally satisfied with your pet supplies, you can return them.

What do I do if I need to return something?

Simply call 704-825-5987 and we’ll provide you with instructions for returning your items. Easy as that! 🙂