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Auto-Ship FAQ's

How does this work?
Why would I need or want a subscription?
Can I add or subtract products from my Auto-Ship account?
How can I change when I'm getting my next order?
What's your return policy?
How much is shipping?
Do you ship to Canada?
What method of shipping does Animal Necessity use?
How long does shipping take?
How do I suspend/cancel my service?
What payment methods do you accept?
When am I charged?
Are my payments secure?
How do I get help fast?
Getting Started

How does this work?

First, pick out a few products that you want right away for your furry friends. Create and manage your account for all your pets vitamin needs. These products will ship ASAP (typically 1-2 business days). If you are an Auto-Ship customer, you'll get a shipment reminder email informing you that we will charge your credit card and ship your next product.

Why would I need or want an Auto-Ship Service?

Our Auto-Ship Choice makes it impossible for your furry friend to be without their favorite products on a monthly basis. It is easy: figure out the proper dosing for your pet and then choose whichever frequency of delivery you want to meet your pets needs. We are offering our valued customers both old and new a 5% per order off the grand total for starting an Auto-Ship Service. We want to make this as easy and hassle free as we can so that you won't need to remember to call us each month to re-order.

Service

Can I add or subtract products from my Auto-Ship account?

With the exciting new enhancements to our Auto-Ship platform you can now log into your "Active" Auto-Ship account and make changes to the products which you are currently receiving. By active we mean that your Auto-Ship account must always consist of at least one product. Once you have made the changes to your account you will see your new order total on the subscription overview page. This will be the amount you are charged on your next Auto-Ship billing cycle. No immediate monetary charge will take place at this time.

How can I change when I'm getting my next order?

To change your billing date, you will need to delete your Auto-Ship Service and create a new one.

What's your return policy?

You can return all un-opened or damaged products.

Shipping

How much is shipping?

Shipping is calculated based on your postal zone and zip code. We do have options for expedited shipping methods, but all Auto-Ship Services will maintain the same shipping method as when your account was created, ie. If standard shipping was chosen when you signed up then you will continue to be billed for that method of delivery. You can however, change your shipping method within your account.

Do you ship to Canada?

Currently we are not shipping directly to Canadian pet owners. We do have a retail partner that would be happy to assist you with your order:

The Dog Bowl
984 Dundas St. West,
Toronto, ON M6J 1W6, Canada
416-645-2695

What method of shipping does Animal Necessity use?

UPS SurePost is and economic, residential, ground service. This service combines the consistency and reliability of the UPS Ground network with final delivery typically provided by the U.S. Postal Service. If this isn't fast enough we offer 2nd Day Air and Next Day Air as well.

How long does shipping take?

Animal Necessity products typically ship within 1-2 business days upon placing the order, and you'll receive an email with a tracking number when they do. Standard shipping (UPS SurePost) usually takes between 3-7 days on average. We are also now shipping from our California facility for more efficient West Coast delivery.

Account

How do I suspend/cancel my service?

We currently only offer the ability to remove Auto-Ship Services. If you have an active Auto-Ship Service that you would like to remove, you can delete it by clicking the red "Cancel" button (at the bottom of the page) while viewing your Auto-Ship Service. You can find all of your active Auto-Ship Services in your account home.

Billing

What payment methods do you accept?

Visa, Mastercard, and American Express. We do not take Discover, sorry.

When am I charged?

Your credit card will be charged on your normal frequency (4-12 weeks) whichever you have selected when agreeing to an Auto-Ship Service. Once the credit card is confirmed and charged for payment an order will be processed through our system and the order will be marked for immediate delivery from our fulfillment team.

Are my payments secure?

Animalnecessity.com uses 128-bit Secure Sockets Layer (SSL) technology to provide you with the safest, most secure shopping experience possible. SSL technology enables encryption (scrambling) of sensitive information during your online transactions so it stays safe and out of malicious hands. And payment information is stored in a Level 1 PCI Compliant environment - the highest level of security and the same level used by banks and payment gateways.

Contact

How do I get help fast?

You can always send us an email to customer.service@animal-necessity.com and we normally respond within 24 hours. However, if you want a more prompt answer or just want to talk to someone you can always call us at 1-800-721-1310. We are available to help Monday through Friday 10am to 6pm Eastern Standard time.