1. BECOMING A V.I.P. VERY IMPORTANT PET ("VIP") REWARDS MEMBER

1. There is no purchase necessary to become a Pet Supermarket VIP Rewards member. Void where prohibited.
2. To enroll, you must be 18 years of age or older and be a resident of one of the 48 contiguous states or the District of Columbia.
3. A phone number is required to join. That will be the primary identifier for each VIP member's account. An email address is highly recommended but not required as it will be used for communication to members of the VIP program regarding program information, promotions and Rewards (as hereinafter defined).
4. Only one VIP account per person. "Household" accounts for multiple members of the same home or family are not permitted.
5. It is the VIP member's responsibility to advise Pet Supermarket of any changes to his/her personal information by updating his/her personal profile online, at a Pet Supermarket store or by contacting Customer Service.

2. EARNING POINTS

1. Points can be earned on online or in-store purchases. To receive the benefits of membership, VIP members must provide their membership identifier in-store or be logged in at checkout. Once the VIP account is identified and attached to the transaction, the member's VIP account will be credited one (1) point ("Point") per each dollar ($1) spent, excluding taxes and after discounts or coupons on eligible merchandise at Pet Supermarket. See full list of eligible products or exclusions in "Eligible Products & Services." The calculated amount will not include taxes; however, any other discounts will be applied to the transaction before calculation of the Points earned.
2. The VIP system will award Points to the nearest dollar for all purchases at or above fifty cents ($0.50) total, rounding up based on the individual line item price. For example, your VIP account will earn 2 Points, if the purchase price, before applicable taxes, is $1.50. Items ending in a price below $0.50 will round down to the nearest dollar. Items priced below $0.50 earn 0 Points. If a coupon or another discount type is used, Points are awarded based on the after-coupon price.
3. When a VIP member accumulates 100 Points, he/she will receive a $5 reward ("Reward") to be applied toward a future purchase in-store or online. The issuance of every $5 Reward will be communicated to the member by email. If no email is on file, members are encouraged to ask an associate in store for their balance as they will not receive notifications. .
4. The $5 Reward will be credited to the VIP member's account and will be available within 72 hours after it is earned, depending upon system availability.
5. Each $5 Reward expires 60 days after it is earned.
6. The Points will reset to 0 when each $5 Reward is posted to the account.
7. Trial sizes received as part of other promotions or contests are not eligible to earn VIP Points.
8. VIP Points are deemed to have no cash value and are not redeemable for cash. No Rewards of any kind are issued until the VIP member reaches 100 Points.
9. When shopping in store, if there is no internet connection or the store cannot connect to the server for any reason, VIP Points cannot be earned automatically. In this circumstance, a customer may ask the store for assistance or reach out to Customer Service to receive their earned Points.

3. ELIGIBLE PRODUCTS & SERVICES

 

1. VIP Points can be earned on most products sold in-store and online.
2. VIP Points and Rewards cannot be earned or redeemed on state, federal or local taxes, grooming services, gift cards, license fees, adoption fees, any pet care services provided by third parties at Pet Supermarket stores (such as VIP Pet Care), or on other non-sellable items such as gratuities paid to groomers and bathers, or promotional gift cards or vouchers. The list of ineligible items or services may be modified at any time without notice.

4. REDEMPTION OF VIP AWARDS

1. Pet Supermarket may require photo identification to confirm a VIP member's identity when a VIP member redeems a VIP Reward. The photo ID presented must be a current and valid government-issued identification, such as a driver's license. Pet Supermarket reserves the right to reject any form of identification if it believes such identification is not valid or sufficient. The registered VIP account holder must be present to redeem a Reward so that we can protect the integrity of the VIP member's account.
2. When VIP Rewards are redeemed, the VIP member must use the entire amount. If a VIP member chooses to redeem a $5 Reward for a transaction under $5, the remaining value of that $5 Reward will be forfeited. For example, for a transaction valued at $3.15 (pre-tax/net of discounts), a VIP member may choose to use a $5 Reward to pay, but the remaining $1.85 of the $5 Reward will be forfeited. This same formula applies to transactions where more than one $5 Reward is used (e.g., three $5 Rewards applied to an eligible transaction of $13 will result in the remaining $2 of the last $5 Reward being forfeited). Other restrictions apply when redeeming with another Pet Supermarket coupon. See a store associate for details.
3. VIP members may earn and redeem multiple $5 Rewards. For example, a VIP member who earned 300 Points will receive 3 Rewards of $5 each and will have a Reward balance of $15. The same VIP member may redeem all 3 Rewards ($15) on one transaction.
4. A VIP account that has not had a transaction for 6 months will have its Points balance towards a $5 Reward or Wash Reward (as hereinafter defined) reset to zero.
5. All Points earned on purchases that are subsequently returned will be deducted from your total Points balance in your VIP account.
6. When shopping in store, if there is no internet connection or the store cannot connect to the server for any reason, VIP Rewards cannot be redeemed.

5. VIP ACCOUNT MANAGEMENT

1. In most cases, a VIP member's program Points cannot be combined with the Points or other benefits earned by another VIP member. Exceptions to this rule are considered for families living in the same house or individuals who have duplicate accounts. To request to merge multiple accounts together, please contact Customer Service. We will require the express written permission of the relinquishing VIP account holder. Pet Supermarket reserves the right to reject any merged account request.
2. VIP Points will not be applied retroactively to any purchases made prior to the date the member signs up for the VIP program.
3. In order to request VIP Points for missed transactions, a VIP member will need to provide a copy of his or her receipt as proof of purchase no more than 5 business days after the date of the transaction to his or her local store or Customer Service. Pet Supermarket reserves the right to reject any request for VIP Points for missed transactions for which receipt proof of purchase is not provided within this timeframe.

6. VIP DOG WASH PROGRAM/REDEMPTION

1. VIP members who purchase 6 dog washes within a consecutive 12-month period will be entitled to receive the 7th one for free ("Wash Reward").
2. The free 7th dog wash must be redeemed at participating Pet Supermarket stores with dog wash stations within 60 days from the date of the purchase of the 6th dog wash, or it will expire and be purged from the VIP account.
3. Purchases older than 12 months will automatically be disqualified and not count toward the free 7th dog wash.
4. When redeeming a Free Wash Reward, the Free Wash may include the standard shampoo or an upgrade option for no additional charge.

7. SENIORS DAY DISCOUNT

1. The Seniors Day discounts occur the last Tuesday of every calendar month. Qualifying seniors who are VIP members receive a 10% discount off of purchases of regular priced merchandise and promotional offers on Seniors & Military Day. Exceptions may apply.
2. Must be at least 55 years of age, be a valid VIP member and be present during the transaction to qualify for the discount.
3. Excludes adoption fees, gift cards, grooming services and license fees. Not combinable with other coupons or promotional offers.
4. Pet Supermarket has the right to change the date of Seniors Day without notice.
5. Available in-store only.

8. MILITARY DAY DISCOUNT

1. The Military Day discounts occur the last Tuesday of every calendar month. Qualifying members of the military who are VIP members receive a 10% discount off of purchases of regular priced merchandise and promotional offers on Seniors & Military Day. Exceptions may apply.
2. Excludes adoption fees, gift cards, grooming services and license fees. Not combinable with other coupons or promotional offers.
3. Excludes adoption fees, gift cards, grooming services and license fees. Not combinable with other coupons or promotional offers.
4. Pet Supermarket has the right to change the date of Military Day without notice.
5. Available in-store only.

9. ADDITIONAL INFORMATION

1. All sales tax is the responsibility of the VIP member.
2. Questions regarding the VIP Rewards Program should be directed to Pet Supermarket Customer Service.
3. Pet Supermarket reserves the right to change, alter or discontinue this VIP program in whole or in part at any time without notice. The terms and conditions of the VIP program, as may be changed from time to time, will be posted on https://www.petsupermarket.com/vip-terms-and-conditions/ and a member's continued use of the VIP program will constitute the member's acceptance of these terms and conditions.
4. Pet Supermarket reserves the right to refuse to honor any VIP Points, credits/awards, and/or other benefits under the VIP program if it suspects fraudulent or dishonest behavior.

What is the cost to join the VIP Reward Program?

There is no cost. Membership is free.

Do you need a card or fob to use your VIP account?

No. Cards and fobs are no longer used. An associate only needs your phone number to look up your account in any store and an email as a backup to locate your account.

How does the point system work?

You earn 1 point for every dollar you spend on product purchases. Every time you reach 100 points, you earn a $5 reward that is added to your account the next day and you will receive an email stating this. Your points will reset back to 0.

Do my points expire?

Yes. If your account remains inactive for 6 months, you will lose your points that you have accumulated.

What happens if I don’t want to use my $5 Reward?

That’s ok, you can save your reward for the next purchase you choose for up to 6 months.

Can I transfer points to another account?

At this time, point transfers are not allowed.

Are there any restrictions to what I can redeem my rewards points on?

Yes. Rewards may not be used on Grooming Tails' grooming services, adoption fees, gift cards, or other services we provide.

Can I checkout as a guest?

Yes, you can checkout as a guest for regular orders. However, an account is required for our Auto Ship & Save program. Guests also do not receive any special VIP pricing that may be available.

I didn't receive an order confirmation. What should I do?

If you did not receive an order confirmation, please first check your email spam folder. If you still cannot find it, please call our customer service team at (866) 434-1990 or email them at customerservice@petsupermarket.com.

How can I check the status of my order online?

Login to your account at the top of the page. Once logged in, click “My Account” also at the top of the page. In the pop-up window that appears, click “Order History”. If you checked out as a guest, click “Track your order” in the pop-up window and enter your Order number and Shipping zip code.

Can I see my in-store purchases online in My Account order history?

No, you can only see online orders in your online account history.

How do I change or cancel my order?

Once an order has been placed, you may contact customer service to see if the order can be adjusted or canceled. If the order is already processing, however, the order cannot be changed or canceled.

When is my credit card charged for my order?

Your credit card is charged when your order ships.

Do you do price adjustments?

Please contact customer service to see if your order can be price adjusted.

Do you price match?

We price match in our retail stores but not online.

Can I order online and pick up in-store?

We currently do not have that functionality but hope to have that feature live soon.

What payment options do you have?

We accept Visa, Mastercard, American Express, Discover, Paypal and Pet Supermarket Gift cards.

Can I call customer service to have them place my order for me?

No, customer service is not able to place orders over the phone.

Can I use a gift card and a credit card on my order?

Yes, you can use both a gift card and a credit card to pay for an order in-store only. Gift cards are not currently available online.

How much is shipping?

Shipping costs will vary based on the amount of your order, geographic location, and delivery option selected at checkout. For additional details and pricing, please visit the Shipping & Returns page.

Do you ship to Alaska or Hawaii?

Currently, Pet Supermarket does not ship to Alaska or Hawaii. We only ship to the contiguous 48 US states.

Can I return a product in-store that I bought online?

Yes, you can return online purchases in-store but you must have your receipt.

How long do I have to return a product?

Returns must be processed within 30 days of receipt of your merchandise.

How do I change an order date on my AutoShip & Save order?

To change your next order date, visit the 'AutoShip & Save' tab within the account section and select the 'Change Date' button for the order you want to update, then select a new date from the calendar that appears. This will change the order date for the entire order. Please note, this will also affect the order frequency, which will adjust automatically based on the new shipping date selected. If an AutoShip & Save order contains multiple items and you would only like to change the order date of a single item, remove that item from the order by selecting the 'Remove' button. Place a new AutoShip & Save order for that individual item and click 'Change Order Date' button to the right of the order date and select the new date from the calendar that appears, then click the 'Change Date' button.

How do I skip a delivery AutoShip & Save order?

To skip an AutoShip & Save order, visit the 'AutoShip & Save' tab within the account section and click the 'Skip Order' button to the right of the upcoming order date to skip the entire order.

How do I change my AutoShip & Save order frequency?

To modify the order frequency for an AutoShip & Save item, please visit the 'AutoShip & Save' tab within the account section. The current order frequency is displayed next to each AutoShip & Save item in a dropdown menu. To change the order frequency for an individual AutoShip & Save item, simply click the frequency dropdown next to the AutoShip & Save item you would like to modify and select your next desired frequency from the dropdown menu.

How do I cancel my AutoShip & Save?

To cancel an AutoShip & Save item, please visit the 'AutoShip & Save' tab and simply click the 'Cancel AutoShip' link below the frequency dropdown. You’ll be prompted to confirm this action and indicate your reason for canceling. Once you’ve selected a reason and clicked the 'Cancel AutoShip' button, your AutoShip & Save enrollment will be canceled, and no future orders will be placed. You'll receive an email notification confirming this action. You can cancel or skip your order in your account settings 24 hours prior to shipment. Orders cannot be canceled after they have shipped but they may be returned through our normal return process. Please allow up to 24 hours for any modifications to be processed.

How do I update payment information on AutoShip & Save?

You can update your payment information by clicking on "Edit" on the AutoShip & Save page where all the subscriptions are displayed.

How do I make changes to my AutoShip & Save account information?

To review or modify your AutoShip & Save account information, visit the 'AutoShip & Save' section in your account. Changes can be made below each order and the updated information will become the default. Any changes made will only affect future orders.

How do I make changes to my shipping address for my AutoShip & Save order?

To change your shipping address for an order, please visit the 'AutoShip & Save' tab in the account section and click the 'Edit Shipping' link located below the current shipping information. Select a previous shipping address from the dropdown menu or create a new one to add to your account. This address will apply to all AutoShip & Save orders unless otherwise noted. Please note that changing your address on AutoShip & Save does not update your address under "My Account." Hence, you will have to update your new address in both places, if applicable. Please remember to click 'update address' and verify that your updated information was saved successfully. Please allow up to 24 hours for modifications to be processed.

How do I view my future AutoShip & Save orders?

All future orders are displayed in the 'AutoShip & Save' tab within the account section.

How do I combine AutoShip & Save items to be in the same order?

AutoShip & Save items that have the same order date, shipping address, billing address and payment method will ship as one order. If you have more than one AutoShip & Save item and want the items to ship in the same order, simply visit the 'AutoShip & Save' tab in the account section and change the next order dates to reflect your desired order date. Also, confirm the orders are going to the same shipping address.

Can I add items to my next order with an existing AutoShip & Save status?

Yes, but you must be logged into your account. Visit the product detail page of the item you wish to add to your order and find the 'AutoShip & Save' check box. When you click this check box, you will have the option to add the item as 'One Time Only' or as an AutoShip & Save item.

What types of payment are accepted for AutoShip & Save?

All AutoShip & Save orders require a credit or debit card payment. Alternative payment forms, such as PayPal and gift cards, cannot be accepted at this time.

What happens If An AutoShip & Save Item Is On Backorder?

Unfortunately, items will go on backorder from time to time. If that happens to an item you have in an Autoship & Save order, we will continue to place the order for you. If the item does not get fulfilled before the next month’s Autoship & Save order, the order for that item will be canceled and it will continue to try on the next month. You will receive emails throughout this process to keep you updated.

What are the AutoShip & Save Terms?

AutoShip & Save items will ship automatically until you cancel AutoShip & Save. By placing this order, you are authorizing us to charge your card for future orders at the frequency and quantity you selected. The actual cost of each shipment may vary depending on the frequency and quantity chosen. AutoShip & Save Terms & Conditions may be revised at any time and from time to time by updating this posting. For customer service, call 1-866-434-1990.

• 30% Off Discount Exclusions: Royal Canin and Eukanuba. Hill’s Science Diet canned, tray and pouch wet food.

Can I Use a different Credit Card for each Subscription Order?

Yes, you can use a different credit card for each subscription order. However, updating one subscription with a different credit card information will default as the new payment method towards your other subscription order. To update your Autoship & Save subscription order with a different credit card, you will need to cancel your AutoShip & Save subscription order, and enter a new subscription order with the updated credit card information.

Do you sell gift cards online?

Gift cards are only available for sale or use in-store.

Can I use my coupon on any item?

No. There are some exclusions to all coupons including some products, gift cards, adoption fees, grooming, or other services.

Can I use coupons online and in-store?

No. Coupons are either valid online or in-store unless otherwise indicated.

Can I use multiple coupons on an order?

No. You can only use 1 coupon per order.

Why is my coupon code not working?

Please consider the following:

What is the expiration date on the coupon?

Did you type in the coupon code directly?

Be sure to remove any extra spaces.

Are you trying to apply the coupon to an item that it does apply to?

Is it an in-store-only coupon that isn’t applicable online?

Did you not meet some of the qualifications to use the coupon?

I forgot to enter my coupon. What can I do?

Unfortunately, coupons cannot be added once your order has been placed.