Banfield Shop FAQs
Orders & shipping
Where's my order?
- You can view the status of your order and track your package on your My orders page.
Can I cancel my order?
- Yes. Items marked as pending can be cancelled.
- My orders Past orders > select item to cancel > select reason
How much will shipping cost?
- You can find that information on the Shop's shipping page found here.
How long will it take to receive my order?
- All prescription orders need to be approved by your veterinarian. After approval, you will receive your order in 4-8 business days with Standard shipping. Expedited shipping times vary based on the shipping method selected and can be found on the Banfield Shop's shipping page.
What if I have a P.O. Box or APO/FPO address?
- We can ship Standard to P.O. Boxes. All expedited options are sent UPS and must be sent to a physical address.
Do you ship to Alaska (AK), Hawaii (HI), and Puerto Rico (PR)?
- Standard orders can be shipped to AK/HI but we do not offer shipping to PR at this time. We cannot ship temperature controlled products to AK/HI.
What if I'm not home? Do I need to be there to sign for it?
- A signature is only required for medications that are listed as controlled substances in your state. All other orders can be delivered without a signature.
Returns and refund policy
We’re here to make sure you’re happy with your order and our service. If you have questions or concerns, please call us toll-free at 888-626-3992, Monday through Friday between 10 a.m. and 7 p.m., Eastern Time. If you prefer email, please send your questions to [email protected] and be sure to include your name and order number in your email.
How do I submit a refund or return request?
- My orders Past orders > select item for refund (status must be completed) > select reason
- Unopened non-prescription products will be eligible for return or refund within 30 days of receipt. Please submit a return request and you will be contacted about your request within two business days.
- Diets are 100% guaranteed by our three nutrition partners: Royal Canin, Hill’s, and Purina. Whether your order arrives damaged or your pet refuses to eat the food, just submit a return request within 30 days of receipt to facilitate a refund or replacement.
Prescription (Rx) Products
- Banfield Shop cannot accept returns for refund or exchange on ANY prescription products. State and Federal regulations prohibit reselling prescription returns, even if unopened. However, if the product you received is incorrect or damaged, please contact us within five days of receipt for assistance.
- AutoShip allows you to choose your own delivery schedule and you can cancel anytime, so you can never forget to order your pets' medication or food again.
How do I cancel my AutoShip?
- My Orders click on AutoShip orders > select the product you would like to cancel > submit the reason for cancellation.
How do I change my payment method, next shipment date, delivery schedule, or shipping address?
- My Orders click on AutoShip orders > select "Edit AutoShip order" for the product you would like to update.
Please note that updating your shipping address on an AutoShip product will update the address on all your AutoShip products. We do not support multiple addresses at this time.
Why has the price of my AutoShip changed?
- Pricing on products can change due to vendor costs and promotions. You will be charged the price of the product the day your AutoShip order is processed.
How do I view future orders?
- Upcoming order dates are displayed above each AutoShip product.
- My Orders click on AutoShip orders.
Discounts and promotions
Your Optimum Wellness Plan® (OWP) discount can be used in the Banfield Shop. Just log in to see your discount — anywhere from 5% to 20% off, depending on your pet’s OWP. This discount applies to most products including parasite control and most prescriptions.
Do I receive my Optimum Wellness Plan discount in the Banfield Shop?
- Yes! All OWP discounts are automatically applied to eligible products before shipping and tax. To see your savings, log in to your account.
How do I apply a promotion code?
- At checkout, just enter the code into the "Enter promo code" box.