Frequently Asked Questions

If you are checking out in ShopPay, in order to redeem your reward, you must enter the 4-digit PIN in the promo code box at the beggining, immediately followed by the 16 digit reward number.

Example:
Reward Number: 1111111111111111
PIN:8888
= 88881111111111111111

When will I receive my order?

Our local stores fill our Same Day Delivery orders so if you order up to an hour before your closest store closes for the day then you will receive it the same day. If you place your order with less than an hour to close, or after hours, you will receive the order the next day.

What products can be delivered with Same Day Delivery?

If your local store has it in stock, it can be ordered for Same Day Delivery.

How much does Same Day Delivery cost?

Same Day Delivery costs just $7.50.

How do I know if my address is in the delivery radius for Same Day Delivery?

Your shipping address needs to be within a 15 mile radius of one of our stores to be able to place an order for Same Day Delivery. Any store within 15 miles of your shipping address will need to have your items in stock to be able to complete a purchase for Same Day Delivery.

How do I select Same Day Delivery?

On the product page, choose “Ship To You” and then choose Same Day on the checkout page.

Do I pay for products online or in store?

Products are paid for online at the time of placing the order. You will receive an order confirmation email that you will need for pick up verification.

How can I pay for BOPIS orders?

All the same payment options (major credit cards, Apple Pay, Paypal etc.) are available for Buy online pick up in store that are accepted for online orders today, including gift cards and reward vouchers.

How is store location chosen for pick up?

The customer will be able to see which stores have products available at that time. The customer chooses the store that is most convenient to them from that list.

Can products be picked up at multiple stores?

No. At this time ALL products in a single order must be at the same store. If, products are only available at different stores, you can place two orders (one for each store) or have products shipped home.

What is the discount for Buy Online Pick Up in Store?

All buy online orders receive 10% discount on products. Discount may not be combined with some other offers or coupons. Discount not available due to manufacturer restrictions from brands, exclusions include Fromm and Hill’s Science Diet.

How will I know if my order is ready?

You will receive an email when your order is ready.

How long will an order be held?

Orders will be held for 48 hours from order date. Customer will receive “order ready for pick up email” when the order is ready. If order is not picked up within 48 hours, products are returned to the shelf, and money is refunded to customers original form of payment online.

How do I pick up my order?

Please bring your Order Confirmation email (not pick up email) to confirm your purchase. You may pick up in store at the designated location or call ahead to the store for curbside pick up.

How can I return products?

Bring products back to the store with the order confirmation. We will process returns according to return policies. Refunds will be issued to original form of payment or back to a gift card.

Are Buy Online, Pick Up in Store orders eligible for reward points?

Yes, earn rewards on all purchases, plus an extra 10% off your pick up items. You can redeem your reward vouchers on the website for buy online pick up in store orders.

Can I set up recurring orders for Pick Up In Store?

Not at this time. Recurring orders can conveniently be set up with our Autoship program, delivering products right to your door. Earn 30% off first order, 10% off most future shipments and reward points on all purchases.

How do I return?

It may take up to 7 business days for refund to post to your credit card account.

What is Autoship/subscription?

If you like being prepared, you’re going to love this. Autoship lets you pre-schedule delivery of your favorite products as often as you need them and schedule to automatically order for you at a frequency of our choosing. You can change your delivery frequency, quantity, shipping address and billing address in the Manage Autoship Orders & Payment section of your account. You can even pause or skip an order when you’re out of town. Canceling an order is also easy.

Do I get a discount for doing Autoship?

A lot of the time, yeah. Most Autoship products receive a first order discount of 35% and a 5% discount on all other orders (ka-ching, that’s a lot of savings). Autoship discounts do not apply to all products and may not be combined with some other coupons or discounts. The 35% discount automatically applies to your first-time, qualifying Autoship purchase. Maximum discount amount is $50.

Can I change products without starting a new subscription?
Yes, many of our products are grouped together so you can change flavors, which your pet will appreciate. In your account there will be a link to "Change Product" (pictured below) if your product is eligible. If you do not see that link please reach out to info@krisers.com so we can add the product to a Product Swap Group.

Can I add a product to my next subscription order without placing a separate order?
Yes, as long as you are logged in to your account with your subscription you will see a new button to "select frequency or add one time to your next order on ____" (pictured below). This will allow you to save on shipping and add a one time item to your autoship or add an item as a subscription to your existing subscription.

What if my product goes on sale after I order?

Product pricing will automatically update to our best price within 7 days of your order. If it’s on sale, you’ll get the sale price.

Autoship sounds great. How do I set up orders?

It’s pretty simple. Select the “subscribe” option and the frequency you want to have the product delivered on the product page. Then just check out like normal. After your first order, you can manage or orders in the Manage Autoship Orders & Payment section of your Account.

I’m so excited, when will my order arrive?

This depends on your location and store inventory. If you live within 15 miles of a store and your local store is in stock then you can expect delivery within 1-2 days, with it possibly arriving the same day you place your order. If you do not live within 15 miles of a store or your local store does not have stock in items you purchased then orders typically ship within 2-7 days. Contact info@krisers.com to find out exact delivery dates.

Help, I need to change or cancel my order.

Our stores fulfill most of our orders and will often get the order picked up by Uber for delivery the same day the order is placed it means that your window to change or cancel is small, but we’re always happy to help. We can’t guarantee that we will be able to cancel the order, but contact us as quickly as possible and our customer service representatives will do what they can to assist.

I’m online, shopping up a storm. How can I pay you?

Plastic works — we accept all major forms of credit cards.

How much does shipping cost?

For delivery destinations within states that we operate stores (Colorado and Illinois), Ship to Home orders over $49 are FREE and the shipping fee for orders less than $49 is $5.95. The cost for orders delivered out-of-state is $19.95.

This isn’t quite what I need. What’s your return policy?

We get it, things happen. Sometimes the harness turns out to be a size too small or the dry food arrives right after your vet says no more kibble. No matter what, we want you and your pet to be happy. That’s why we accept returns on most unopened items with tags within 30 days of purchase. We do need a copy of your order confirmation to help process a return. For special guidelines, please review our full return policy here. We’ll make sure your refund is issued in the original form of payment.

I need to send this back. What’s the easiest way to return or exchange?

If you need to make a return, just stop on by your nearest Kriser’s location with a copy of your original order confirmation and we’ll take care of it. Don’t live near a store? Contact us and our customer service representatives will help you set up a mail-in return. Just allows 7-10 business days for us to process it after we receive it. For exchanges, we can unfortunately only do them in store so far (but we’re working on it).

Can I book appointments online?

Online Appointment Booking is available for customers to book service appointments. Use Book Appointment button on store location pages on our grooming page to find store or preferred groomer. Appointment requests will be confirmed via email or text by the store. You'll need to have up-to-date vaccinations to be able to receive services. Please upload the proof of vaccinations or bring proof of vaccinations to the store.

I’m pretty particular about what products I use on my pet. How about you guys?

Same. In fact we’re so particular, we made our own product line. WildSaint was designed to help your dog look and feel great. Plus, Unlike most dog shampoos, our WildSaint products use ingredients you’ll actually recognize that are all natural, USDA certified organic and USA-sourced.

I know it sounds terrifying, but will you bathe and groom my cat? How about other animals besides dogs?

Cat grooming is not for the faint of heart, but we actually DO provide it at certain locations.

I’m not comfortable with the idea of muzzles. Do you use them?

Only if absolutely necessary. Some pets get really, really stressed during grooming, and that can lead to aggression. We have to keep our groomers safe, and sometimes muzzles are the only way. But if you’re not okay with the idea of muzzles for any reason, just let your groomer know ahead of time.

How long will it take to transform my dog into a fresh-smelling vision of loveliness?

About 3 hours. Of course, every pet is unique, so depending on how shaggy a mane he has or how much of a fan of water he is, your timing may vary a little. But we’ll give you a call as soon as we’re done.

Does my dog have to get all his shots to be groomed?

That’s our recommendation. It’s for your pet’s safety and the safety of others. However, the only one we absolutely require is the rabies vaccination.

My dog is, shall we say, not the friendliest with other dogs. Is that ok?

That’s a tough one. We think all dogs deserve great grooming, and most of the time we can accommodate even tough customers. In some cases, we may require special appointment times and may also charge a special handling fee depending on your pet’s needs. And, if it comes down to it, we may even have to turn down the appointment if we don’t think we can handle your dog safely. Thanks for understanding.

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I think I’ll do self-wash. Is it a good deal?

Self-wash costs $15.00, but we also offer 5 visits for 50% off ($37.50), and an unlimited 6-month membership for just $60.00!

This could take a while. How long do I have the self-wash area for?

You’ve got 30 whole minutes to get your little guy or girl clean, which is usually enough for even the squirmiest, most bath-loathing dogs.

Does an unlimited membership mean I can wash all my dogs at once? I’ve got a LOT of dogs.

Sorry, each membership is actually tied to an individual pet. But you’re welcome to use our 5 for 50% off deal to get your whole squad clean!

I’m so excited, when can we swing by?

Come on by any time between when our store opens and one hour before closing.

You offer pop up Vet Services, great but what is that?

As your one-stop-shop for pet wellness, we’re excited to offer in-store veterinary services in partnership with VIP Petcare. Stop by your local store for a wellness visit during scheduled clinic hours. In one convenient trip you can cover an exam, testing, vaccinations and more under the care of a licensed vet. The exam is included in cost of services. To best fit your pet's needs, we offer bundled services packages for puppies, kittens, adult, and senior dogs. Individual services are also available.

Will you treat my iguana, ferret, turtle, or hedgehog?

Those are some cool pets, but right now, we only provide vet services for dogs and cats.

Ok, I’ve got a dog and a cat. What services do you offer for them?

Our vet partner VIP VET Care offers complete vaccinations, microchipping, intestinal parasite screening.

My pet isn’t feeling great. Do you offer solutions for sick pets?

Our services are to keep your pet happy and healthy we don’t offer options for sick pets and recommend that you see an animal hospital or utilize the veterinary helpline for help.

1-800-775-4519 EVERY DAY FROM 10 A.M. – 7 P.M. EST

Ok, but will you spay or neuter my pet?

Sorry, that’s a surgery and we don’t offer surgical services.

My dog and I were just walking past. Can we drop in for an appointment?

Our clinics are scheduled on a specific cadence, stop by the store or call to see when our next clinic date is.

My pet has been sick and slowing down, and I think it’s his time. Do you offer euthanasia?

Saying goodbye to a family member is incredibly hard. While we don't perform euthanasia services, we’re still here to guide you and your pet through end-of-life care and answer any questions you may have.

I brought my pet to your previous vet, how do I go about getting their record?

You can request your Vet records Here

My dog’s not vaccinated, but I’m really excited for him to try all your services. Is it that big a deal?

Sorry, but it’s actually really important for your pet’s health and safety. That’s why we’re unfortunately unable to provide services without proof of vaccination. To book your first service, you'll either need to provide that to us, or we can even reach out to your vet directly for the records if that's easier.

Here's a list of all the up-to-date vaccinations and health requirements that your dog needs to be eligible for services:

All Services

- Rabies vaccination

How do your coupons work?

In store, it’s pretty standard — you give the coupon to the cashier, you get a discount, we keep the coupon. If the coupon is digital, just show it to the cashier. For online discounts, type the discount code into the Promotion Code box at checkout.

Do I get a discount for doing Autoship?

A lot of the time, yeah. Most Autoship products receive a first order discount of 35% and a 5% discount on all other orders (ka-ching, that’s a lot of savings). Autoship discounts do not apply to all products and can not be combined with any other coupons or discounts.

What exactly does it take to be “Kriser’s Approved”?

Our general rule of thumb is that if ingredients aren’t safe for us, they’re not safe for our pets. But to earn our stamp of approval, products have to both natural and premium.

There are so many different types of food. How do I know which one is right for my pet?

Every pet has unique nutrition needs based on their breed, size, shape, activity level and many other factors. The best way to help your pet be the best version of themselves is to build a healthy, balanced bowl that’s a combination of proteins, toppers, hydrators and supplements that are specific to your pet. Answer a few questions in our FOOD FINDER or read more about Wellness Bowls

I’m getting a parrot or maybe a cool snake. Do you carry food and supplies for them?

We think all pets are awesome, but we like to focus on just dogs and cats. That way, we can give you the most carefully selected range of natural food, treats, toys, supplements and supplies possible.

My pet’s got allergies but loves treats. What do I do?

Don’t worry, we’ve got plenty of delicious treats that will hit the spot without giving your dog hot spots. We carry a large variety of grain-free and whole meat treat options – including exciting protein options like venison, rabbit and kangaroo.

I think my pet could use a supplement. What have you got?

The real question is, what don’t we carry? We’ve got supplements for everything from dental health to mental health and anything in between — probiotics, digestive aids, multivitamins, joint health support, omega-3, immune support, urinary tract health, flea and tick protection and more.

I’m going to give my dog a haircut. Do you carry grooming supplies?

Oh boy. Remember when your mom gave you a bowl cut as a kid? We carry maintenance grooming supplies like shampoos, conditioners, combs, brushes and nail clippers. Plus we offer professional grooming, which is a lot less likely to end in tears. Find your nearest location here to book an appointment.

How do you decide where to source products?

Our number one priority is finding vendors whose products we believe in. To us, that means they have to be products we’d be thrilled to give our own pets, or they’re a no-go.

I’m thinking about getting a pet. Do you sell them?

Nope, but can we interest you in a rescue? We love hosting rescue events at our stores, and you can check out the events page for any upcoming chances to make a friend for life.