I don’t have my clinic ID, how can I enroll?
You can search for your clinic via zip code. Enter your Zip Code in the Pet Owner Registration section of the home screen and click “Find My Clinic”.
What payment methods are accepted?
Each client participating in the program uses their own method of payment. All American Express, Master Card and Visa credit/debit cards are accepted.
How long will it take for my prescription to be approved?
- For electronic approval requests: Your request will be reviewed by your clinic and approved or denied. You will receive an email once your clinic has reviewed your request. We will attempt to reach out to your clinic if no action has been taken on the prescription after 72 hours and if no action within a week of placing your order, the prescription will be declined.
- For uploaded images: Your uploaded script will be reviewed by our consumer service team and accepted or denied. You will receive an email once your script has been reviewed.
If it has been over 48 hours since you submitted a request or uploaded your image and you have not received an email, please email us at proplanvetdirect@purina.nestle.com or call us at 1-800-738-5335.
How long am I approved to order my therapeutic diet?
Therapeutic diet approvals default to one year from the date your clinic approves your first order of the diet or for a shorter period of time based on the timeframe the clinic provides. Your clinic may modify or cancel your approval based on your pet’s dietary needs. You will receive an email notification if any changes are made to your therapeutic diet approvals.
Do I need to be approved each time I place an order?
You will only need to request approval the first time you order a therapeutic diet. You will be prompted to do this before checkout. Non-therapeutic diets do not require approval for purchase.
How do I know the diet has been approved?
You will receive an email from Pro Plan Vet Direct when your diet is approved by your clinic.
When do I get charged for my order?
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.
Does Purina guarantee the quality of the products I order?
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 or provide replacement product(s). We are unable to accept returns. Please provide your order number, the reason for your return and your complete contact information on your account including name, address and email address within 90 days of receipt. To process your product replacement or credit card refund please email our consumer service team at proplanvetdirect@purina.nestle.com or call us at 1-800-738-5335.
What is your shipping policy?
Orders ship to valid United States mailing addresses in all 50 states and the District of Columbia. We are unable to ship to P.O. Boxes.
How will my order be delivered?
Orders are generally delivered to your home address in 3 to 5 business days. Expect longer lead times for delivery to Alaska & Hawaii. During inclement weather, orders may be delayed by up to 7 to 10 business days.
I received an email saying I was approved and my order shipped, but it has not been delivered.
To check the status of any order, click the “Account” button on the top-right of the page, then click “My Orders”. Click the order number to display general information about the order including the tracking number and link to the carrier listed under the Shipments tab.
If your order does not appear in the “My Orders” section, please email us at proplanvetdirect@purina.nestle.com or call us at 1-800-738-5335.
Where do I find promo codes?
Check out the Offers tab on www.proplanvetdirect.com. Be sure to check your email inbox for promotions straight from Pro Plan Vet Direct. We also partner with your clinic for limited, exclusive promo codes available during your visit.
How do I place an order if I’m not near a computer?
The Pro Plan® Vet Direct® online store can be accessed from any device with an internet connection, including tablets and smartphones, or our consumer service team can assist, including helping you place an order over the phone. Call 1-800-738-5335.
Who do I contact if I have questions about my order?
Please contact consumer service at proplanvetdirect@purina.nestle.com or call 1-800-738-5335.
How do I change the contact information or shipping information on my account?
To update your contact information, shipping information and other account preferences, please visit the Account Dashboard in your account.
How do I create an order that automatically reorders?
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.
How will I be notified of an upcoming auto-shipment order delivery?
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.
How do I pause, stop, or cancel auto shipments?
Once you have logged into Pro Plan Vet Direct, click the “Account” button on the top-right of the page. Click “My Auto-Shipments” to manage any of your automatic shipments.
How do I edit and make changes to my auto-shipment?
Automatic orders that are already in process can't be changed. Please contact our consumer services team for assistance. To update your auto-shipment for future deliveries, log in 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.
Can I add, delete, or remove items from my auto shipment?
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 proplanvetdirect@purina.nestle.com or call us at 800-738-5335.
If I update my credit card information on your website, will my auto shipment payment information also be updated?
To update your automatic shipment payment information, open the Manage Credit Cards section in your account, then select the current card associated with your auto-shipment. From there, you can choose the preferred card from the dropdown list or add a new card before selecting Update.
I don’t have my clinic ID, how can I enroll?
You can search for your clinic via zip code. Enter your Zip Code in the Pet Owner Registration section of the home screen and click “Find My Clinic”.
What payment methods are accepted?
Each client participating in the program uses their own method of payment. All American Express, Master Card and Visa credit/debit cards are accepted.
How long will it take for my prescription to be approved?
- For electronic approval requests: Your request will be reviewed by your clinic and approved or denied. You will receive an email once your clinic has reviewed your request.
- For uploaded images: Your uploaded script will be reviewed by our customer service team and accepted or denied. You will receive an email once your script has been reviewed.
If it has been over 48 hours since you submitted a request or uploaded your image and you have not received an email, please email our customer service staff or call us at 1-800-738-5335.
How long am I approved to order my therapeutic diet?
Therapeutic diet approvals last for one year from the date your clinic approves your first order of the diet. Your clinic may modify or cancel your approval based on your pet’s dietary needs. You will receive an email notification if any changes are made to your therapeutic diet approvals.
Do I need to be approved each time I place an order?
You will only need to request approval the first time you order a therapeutic diet, treat, or probiotic. You will be prompted to do this before checkout. Non-therapeutic diets do not require approval for purchase.
How do I know the diet has been approved?
You will receive an email from Pro Plan Vet Direct when your diet is approved by your clinic.
How do I create an order that automatically reorders?
When adding a product to your shopping cart, choose the desired quantity of the product you want delivered and select a delivery frequency of 2 weeks, 24 days, 1 month, 6 weeks, 2 months or 3 months, then complete the checkout process.
How do I stop or cancel auto shipments?
Once you have logged into Pro Plan Vet Direct, click the “Account” button on the top-right of the page. Click “My Auto-Shipments” to manage any of your automatic shipments.
How do I change the frequency of my auto shipment?
Once your automatic order has been placed, its order frequency cannot be changed. To receive your diets on a different automatic schedule, click the “Account” button on the top-right of the page. Click “My Auto-Shipments” to manage your automatic shipments. Cancel the automatic shipment and place a new order with your preferred shipment frequency. Please note the new shipment frequency will take effect on the day you place the new order. Canceling your automatic shipment will not affect your active prescription(s).
Can I add, delete or remove items from my auto shipment?
You can edit the quantity of existing items in your order by clicking the “Account” button on the top-right of the page, then clicking “My Auto-Shipments” to update any automatic shipment. Our customer service team can also add or remove products from your automatic orders. Please email our customer service staff or call us at 1-800-738-5335.
If I update my credit card information on your website, will my auto shipment payment information also be updated?
Automatic shipment payment information cannot be updated. A new automatic order will need to be created using the new payment information during checkout.
Does Purina guarantee the quality of the products I order?
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. Please send your purchase receipt with price circled, the reason for your return and your complete name and address within 90 days of receipt. To process your product replacement or credit card refund please email our customer service staff at proplanvetdirect@purina.nestle.com or call us at 1-800-738-5335.
How will my order be delivered?
Orders are generally delivered to your home address in 3-4 business days. Expect longer lead times for delivery to Alaska & Hawaii. During inclement weather, orders may be delayed by up to 7-10 business days.
I received an email saying I was approved and my order shipped, but it has not been delivered.
To check the status of any order, click the “Account” button on the top-right of the page, then click “My Orders”. Clicking “View Order” will display general information about the order. Clicking “Track your order” will display the shipment’s UPS tracking number and delivery status.
If your order does not appear in the “My Orders” section, please email our customer service staff or call us at 1-800-738-5335.
Where do I find promo codes?
Check out the Offers tab on www.proplanvetdirect.com. Be sure to check your email inbox for promotions straight from Pro Plan Vet Direct. We also partner with your clinic for limited, exclusive promo codes available during your visit.
How do I place an order if I’m not near a computer?
The Pro Plan® Vet Direct® online store can be accessed from any device with an internet connection, including tablets and smartphones.
Who do I contact if I have questions about my order?
Please contact one of our customer service representatives, or call 1-800-738-5335.
How do I change the contact information or shipping information on my account?
To update your contact information, shipping information and other account preferences, please visit your account page.
Why is Purina® concerned about sustainability?
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.