Where can I find more information on product ingredients?
We recommend that you consult with a veterinarian before beginning a supplement regimen, ensuring they review all ingredients before making a purchase. Also, please follow the feeding guide that best suits your pet’s weight and size. Dosage and ingredients can be found on each product page, and you can also reach out to our customer support team for any additional information or questions about ingredients.
Do you sell prescription medication?
No, we do not carry prescription medication. None of our products require a prescription. If your pet is currently taking prescription medication, please talk with your vet before beginning a new supplement regimen to help prevent adverse reactions.
My pet is licking off the product; what should I do?
Please do not allow your pets to lick or ingest medicated products. We highly recommend avoiding over-saturation to the affected area to expedite drying time. Once the product is dry, ingestion is no longer a concern. Sometimes supervision is not enough to curb licking behaviors; many customers have reported success while using recovery collars until dry.
How soon will the results be visible?
Our products contain high-quality ingredients, but the supplements require a build-up period to provide visible results. We strongly recommend consistent and accurate dosing of our products for at least eight weeks.
The product is not working, what now?
It is important to remember that supplements have a build-up period, and it may be too soon to see results. If your pet is not displaying visible signs of improvement, our customer support team will be happy to guide you through the return process for products ordered within 90 days.
Where are your products manufactured?
All of our PetMD products are manufactured in the US.
When will I receive my order?
Most of our orders ship the same day they are placed. During peak times, orders will ship within 48 business hours of placement. Please be aware that orders can only be dispatched Monday through Friday, and there may be times during the year that holidays could delay delivery. If you have not received a shipment notification within 48 business hours, please give us a call or email us at firstname.lastname@example.org
Can I make a change to my order?
Please get in touch with us as soon as you notice if a change needs to be made. We will do our best to accommodate any changes, but adjustments may not be possible once an order has been shipped.
If you need to adjust the delivery address for a shipped order, you can call USPS directly at (800) 275-8777.
What are the hours to contact customer support?
You can reach us Monday – Friday from 9am – 6pm EST. We will respond to all emails and voicemails within 24 business hours, with 90% of responses being within the hour. We do our best to monitor emails and calls on the weekends and holidays, but cannot guarantee a response until the following business day.
Do you ship outside of the US?
No, we only ship inside the United States currently.
How much is shipping?
Orders over $35 ship for free! We ship via USPS Priority Mail for a flat rate of $4.95. Please note that transit times are subject to transit delays, and we cannot guarantee delivery dates at this time.
I received my order, and items are missing/broken; what are the next steps?
If you receive a damaged package, please be sure to take pictures of the shipping carton, any damaged product(s), and any shipping paperwork included with your shipment. Email the pictures along with your order number to email@example.com within 48 hours and we will do our best to help you out.
My order is showing as “Delivered,” but I have not received it. What should I do?
In most cases, the order arrives within two days of receiving a “Delivered” notification. We have seen an uptick in pre-delivery notifications from USPS. If it has been two days and your package has not yet arrived, please give us a call or send us an email to firstname.lastname@example.org with your order number.
Can I split my order?
We can only ship to one address at a time, and we are not able to split orders.
My order is lost. What do I do now?
If you believe your package is lost, please email us at email@example.com with your order number. We will file a claim on your behalf and take the appropriate corrective action.
What is your refund policy?
We have a 90-Day Return Policy with a 100% Satisfaction Guarantee on all purchases. If you are not happy with our product for any reason within that timeframe, please send us a message at firstname.lastname@example.org, and we’ll be glad to guide you through the return process, no questions asked. Please do not send your product back to us before getting our approval, as you will require an RMA or Return Merchandise Authorization number for each return from us in order to process your refund. Returns are processed in the order they are received, generally within 3-5 business days.