FAQs

We’re sorry that we don’t have the product you are looking for on our site. Please know that our current product selections are limited to some of our most popular formulas. We’re open to your suggestions. As our team looks into adding additional products in the future, please feel free to share your request for consideration. Email shoppurina@purina.nestle.com, chat with us, or call 800-513-4039.

American Express, Discover, Mastercard and Visa credit/debit cards are accepted.

When adding a product to your shopping cart, choose the desired quantity and size of the product you want delivered. Make sure to select the auto-ship option and your desired frequency. Then complete the checkout process.

Log in to your Purina account at shop.purina.com and select My Auto-Shipments. Find the auto-shipment you want to edit and select Manage Auto-Shipment. Select Pause or Cancel, if desired. To make changes to your run date and frequency, choose Edit in the Auto Shipment section.

Automatic orders that are already in process can't be changed. To update your auto-shipment for future deliveries, login to your account where you can pause or cancel your auto-shipment, as well as edit the next order date, change your frequency and update billing and shipping information, including your payment method.

You can’t add, delete, remove items or change quantities from your ongoing auto-ship order. Instead, you can cancel the auto-shipment and create a new one from your account. Our consumer service team can also help you with creating a new recurring order. Please email shoppurina@purina.nestle.com or call us at 800-513-4039.

To update credit card information for your auto-ship order, select Manage Credit Cards in your account, then choose Add New Card. (Note: If you want to change the billing address for the card that’s currently used for your auto-ship, you need to add a new card with the updated billing information).

Then, in My Auto Shipments, select Manage Auto-Shipment. In the Bill To section, select Edit and choose the card you want to use.

You will receive an email 5 days from the next processing date for your auto-shipment so you have enough time to make changes if necessary.

Once they’re processed, orders are generally delivered in 3 to 5 business days. During inclement weather, orders may be delayed by up to 7 to 10 business days.

You will see an authorization on your card when the order is placed. Your card will not be charged until the order ships. If an order is canceled, you will not be charged and the authorization will disappear in 7 to 10 business days.

To check the status of any order, log in to your Shop Purina account. You can also track your order and delivery status from your shipping confirmation email.

Additionally, you can email our consumer service team at shoppurina@purina.nestle.com or call us at 800-513-4039.

Shop Purina can be accessed from any device with an internet connection, including tablets and smartphones. You can also contact our consumer service team by emailing shoppurina@purina.nestle.com or call us at 800-513-4039.

Orders will only be shipped to valid United States mailing addresses within the 48 contiguous states and the District of Columbia. We are unable to ship to P.O. Boxes.

To update your contact information, shipping information, and other account preferences, please visit your account dashboard in your account.

Yes, our products are backed by a 100% satisfaction guarantee. If you are not completely satisfied for any reason, we’ll refund your purchase price within 90 days of the date of purchase. To process your product replacement or refund, please email consumer service at shoppurina@purina.nestle.com or call us at 800-513-4039.

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.

Reach out to our dedicated consumer service team. We are here to assist you seven days a week. Reach us by email shoppurina@purina.nestle.com, chat, or call us at 800-513-4039.