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Frequently Asked Questions

PRODUCT AVAILABILITY:

  1. Will discontinued products be offered?
    • From time to time, we may offer our remaining inventory of a recently discontinued product. 
    • Please use our “Search” feature, which is found at the top of the website, to determine if the product you are requesting is available.     

  2. Why isn’t  xxxx brand included?   
    • We’re sorry you are not able to purchase your desired brand.  
    • Currently it is not possible for us to offer all of our products at this time.
    • If you have not done so already, we would suggest you check with other e-retailers or retailers in your area. 
    • Please contact our Office of Consumer Affairs and one of our pet advisors will be happy to assist in locating a store where you might find it.  

  3. Can I purchase Purina Veterinary Diets directly from you?
    • Our Purina Veterinary Diets can only be obtained through veterinarians as these specific health diets must be prescribed by your veterinarian. 

  4. Will you be adding more products in the future?
    • Knowing this program just started, we’ll be looking to enhance product & package sizes in the future.

  5. Why aren’t all sizes of product available? 
    • We are sorry you are not able to purchase the size package you desire through our on-line store.  
    • As our Purina® pet food product line is extensive, currently it is not possible for us to offer all of our products and each size at this time. 
    • If you have not done so already, we would suggest you check with other e-retailers or retailers in your area. 
    • Also, please contact our Office of Consumer Affairs and one of our pet advisors will be happy to assist in locating a store where you might find it.    

  6. Can I buy your pet accessories on-line too? 
    • Unfortunately, not at this time.   To obtain more information about these products and where to buy, please visit:   http://www.purinapetgear.com.

 

SPECIFIC PRODUCT INFORMATION:

  1. I’m not sure how much I should order.  Can you provide feeding information so I can determine how long my order might last?  
    • Please contact our Office of Consumer Affairs and one of our pet advisors will be happy to assist you with feeding information.  

  2. Where can I find basic nutrient information (e.g., calories)?
    • If the information is not available on Purinastore.com, please contact our Office of Consumer Affairs and one of our pet advisors will be happy to assist you.  

 

PRODUCT /PACKAGING QUALITY ISSUES:

  1. If the product is damaged or incorrect upon receipt, how do I get a refund or replacement?
    • Please contact our Office of Consumer Affairs and one of our pet advisors will be happy to assist you.  

 

MISCELLANEOUS

  1. How can I reach your office?
    • Please contact our Office of Consumer Affairs and one of our pet advisors will be happy to assist you. 

SHIPPING/DELIVERY: 

  1. Can I be setup for subscription ordering/auto-replenishment – since I order the same thing monthly?
    • Currently, we are not offering subscription ordering/auto-replenishment at this time. 

  2. How is your product shipped?
    • Our product will be shipped by UPS Ground. 
    • Products will be shipped with proper packaging materials.
    • Multiple products may be shipped in more than one box, depending on the number and size of the products/packages.
    • If multiple packages are shipped, box #1 will contain a packing slip, which features the complete order submitted.   Also, the shipping label for each package will read 1 of 3, 2 of 3, etc. 

  3. Can you ship to PO Box? 
    • Unfortunately, UPS will not deliver to PO Boxes.  
    • Please provide a street address when ordering.

  4. Can I order my products by phone?
    • Unfortunately, no. All orders must be submitted via the online form found on our website.

  5. How quickly can I receive my product?    
    • The order is planned to ship the same day if it is placed by 1pm CT, on a business day.
    • Any order placed after 1pm CT, on a business day, will be shipped the next business day.
    • Once your order is placed, we ask that you allow 3-5 business days for delivery.

  6. Will all of the items I ordered come in one package?  
    • Each item ordered will be shipped separately.
    • An order containing multiple products may be shipped in more than one box depending on the number and size of the packages and the timing of the order.

  7. Do I need to sign for the order?
    • The UPS Driver has the discretion to leave, or not to leave, a package at the residence without a signature depending on weather conditions and/or perceived safety of the environment.

  8. UPS will not leave packages at my address? 
    • You may want to talk with your local UPS office to see if there is an appropriate location at your address where they would be willing to leave the product. 
    • If not, you may want to make arrangements to have the product delivered to a nearby friend or relative. 
    • Our products are shipped UPS Ground, and leaving packages without signature is at their discretion.

  9. How do I make these special arrangements with UPS?  

  10. Can I place an order via a mobile app?
    •  No, not at this time.

  11. Do you offer free shipping on larger orders?  
    • No, not at this time. 

  12. Will you ship product to Alaska & Hawaii?
    • No, not at this time.

  13. Can you deliver to a different address other than the one on credit card?    
    • Yes, when placing your order you will have the option of selecting/entering whatever shipping address you want and it can be different from your billing address.

  14. Do you offer expedited shipment?
    • No, we don’t offer expedited shipping at this time.

 

ORDERING CONCERNS: 

  1. Can I return product once I receive it?
    • We do not accept product returns.
    • Please contact our Office of Consumer Affairs with additional questions. 

  2. What is your guarantee policy?
    • Purinastore.com doesn’t provide product guarantees.  However, individual products may be guaranteed by Purina.  Please check the product packaging for guarantee information. 
    • Please contact our Office of Consumer Affairs with additional questions. 

  3. I placed my order but did not receive confirmation or an order number?  
    • Once your order is submitted, you should receive an order number and a confirmation email with the tracking number. 
    • Please check your “Spam” folder to verify receipt.  If found, be sure to add @email.purinastore.com to your approved email list.
    • If it is not in your “Spam Folder”, your order for whatever reason did not get through. 
    • You may contact us and we’ll be happy to determine if you need to place the order again.
    • Please contact our Office of Consumer Affairs for assistance.  One of our pet advisors will be happy to assist you.  

  4. My order has shipped.  How do I track its in-transit progress? When should it arrive?
    • Your order is being delivered by UPS Ground.    Please click on the following link or paste it into your browser:  http://www.ups.com/tracking/tracking.html     
    • Enter your tracking number, found in your confirmation email, in the “Track by Number” box, and click the “Track” button.

  5. How do I determine if my order is coming in more than one or more boxes? 
    • If your order is being delivered in one box, the “Additional Information” grey bar will show “Package” next to “Type”. 
    • If you order has multiple packages, the “Additional Information” grey bar will show “Multiple Packages” and the number of them next to it.
    • There will also be a “Packages in this Shipment” grey bar, and click on the grey bar and it will show the tracking number for each package in the shipment.
    • Multiple packages shipped will have 1 packing slip in box #1, which will feature the complete order submitted.   Also, the shipping label for each package will read 1 of 3, 2 of 3, etc. 

  6. My order would not go through – Why?
    • Please contact our Office of Consumer Affairs.  One of our pet advisors will be happy to assist you.

  7. Can I cancel or change my order after I place it?
    • Depending on status of the order, it may not be possible to stop the order in time to make any changes.  
    • Please contact our Office of Consumer Affairs.  One of our pet advisors will be happy to assist you.

  8. I received the wrong product and/or missing items – What should I do?
    • Please contact our Office of Consumer Affairs.  One of our pet advisors will be happy to assist you.

  9. My order did not arrive on the expected delivery date – What should I do?
    • Please contact our Office of Consumer Affairs.  One of our pet advisors will be happy to assist you.

 

BILLING/PAYMENT ISSUES:

  1. What is your payment method? 
    • At the present time we can only accept Visa, Mastercard, Discover, or American Express as payment for an order.

  2. How is the final cost calculated? 
    • Your final cost will be calculated based on your product, quantity, applicable taxes, shipping costs and processing charges, if any.

  3. Can I use my Pro Club Coupons to pay for product?
    • Unfortunately, no.  At the present time we can only accept Visa, Mastercard, Discover or American Express as payment for orders.

  4. The amount charged on my credit card bill is incorrect.
    • Please contact our Office of Consumer Affairs.  One of our pet advisors will be happy to assist you.

  5. My order was cancelled – Why?
    • Please contact our Office of Consumer Affairs.  One of our pet advisors will be happy to assist you.

  6. Will Pay Pal be accepted?  
    • Unfortunately, not at this time.

 

WEBSITE ISSUES:

  1. Can I change my email address and/or password for my registered account?
    • Yes, once you have logged on, click on “My Account”, click on “Account Information” then you can make any changes needed to your profile. 
    • When complete, be sure to click on “Save” near the bottom right-hand side.

  2. How do I change my billing address?
    • Log into your registered account and go to “My Account” link  
    • From there, choose the “Address Book” .
    • From this area you can update your Billing Address as well as any saved Shipping Addresses.
    • When complete, be sure to click on “Save” at the bottom right-hand side.

  3. I submitted my order and need to update my shipping address.  How do I do this?
    • Please contact our Office of Consumer Affairs and one of our pet advisors will be happy to assist you.

  4. How can I get help setting up my profile? 
    • Our website is designed to provide the option to create an account on the “Sign In” page, or when “Checking Out”.  Or, consumers may simply “Checkout as a Guest”.

  5. Do I have to register to place an order?
    • No, you don’t have to create an account, simply “Checkout as a Guest” when ready to place your order.

  6. I forgot my password – how can I retrieve it? 
    • Please visit the “Sign In” section on our website to learn how to reset your password.

  7. I’m getting errors when entering information – What’s wrong?
    • Please contact our Office of Consumer Affairs and one of our pet advisors will be happy to assist you.

  8. Your website will not recognize my ID and Password – What’s wrong?
    • Please contact our Office of Consumer Affairs and one of our pet advisors will be happy to assist you. 

  9. Your website timed out while I was in the middle of entering my order – can you check and make sure it went through? 
    • Please contact our Office of Consumer Affairs and one of our pet advisors will be happy to assist you.  

  10. How can I be assured that your site is secure?
    • To ensure your personal data is protected, our website is secured by VeriSign® SSL Certificates.
    • The VeriSign® Trust Seal appears in the lower right hand corner of our website.

  11. I’m having problems adding items to my Shopping Cart and/or checking out.
    • If you should have problems at any point while viewing your Shopping Cart or Checkout, please contact us our Office of Consumer Affairs and one of our pet advisors will be happy to assist you.  

 

PROMOTIONS: 

  1. Will you run sales, like other e-retailers?
    • From time to time, we may offer sales on select products.

  2. Are there discounts for orders over a certain quantity?
    • Currently, we are not offering such a program.

  3. Do you have a frequent buyers program for repeat deliveries?
    • Currently, we are not offering such a program.

  4. Do you use promotional codes to help reduce cost of product?
    • Currently, we are not offering such a program.

  5. Can I use a digital coupon when I order my product?
    • Unfortunately, not at this time.

  6. Can I use Instant Redeemable coupons?
    • While some of our products sent from Purinastore.com may contain IRCs affixed to the packages, we are unable to accept any coupons at this time due to system limitations.
    • We encourage you to utilize these coupons on your next shopping visit to your local retailer.

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