Frequently Asked Questions

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’s Autoship?

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. You’re always in complete control and can change your delivery frequency, quantity, shipping address and billing address in the Manage Auto Shipments section of your account. You can even pause or skip an order when you’re out of town. Canceling an order is also easy, but definitely do it in advance as we can’t guarantee changes initiated within 24 hours of your scheduled shipment date. And just like regular orders, you’ll receive a reminder email before each order is ready to ship.

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 in either the shopping cart or on the product page. Then just check out like normal. After your first order, you can manage or orders in the Manage Auto Shipments section of your Account.

What if it 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 new price.

Can I change my subscription order?

You can adjust next order date, frequency and quantity up to 24 hours before shipping. You can also easily add products to your upcoming subscription on a one-time basis or as a recurring order as often as you’d like. Swap products without having to pause or cancel your current subscription.

Huh, the price on my Autoship product went up. What’s that about?

Sometimes manufacturers change prices, which means we have to update our prices too. So even if you’ve set up your Autoship order for a product at one price, the new price will still apply. It’s a bit of a bummer, but it’s out of our hands. We always try to do right by our customers, but if you need to, you can cancel or update your Autoship orders at any time.

A product on my Autoship order got discontinued but I still really, really want it. What now?

It’s the worst when a product you depend on goes away. While we can’t bring it back, we can help you find one you’ll like just as much (or maybe better). Contact us and customer service representatives will be happy to help out.

Setting up an account to be able to do Autoship orders sounds like work. Do I have to?

It’s actually really easy, and think of all the time it will save you on ordering. But yeah, sorry, you have to set up an account.

Can I change my subscription order?

You can adjust next order date, frequency and quantity up to 24 hours before shipping. You can also easily add products to your upcoming subscription on a one-time basis or as a recurring order as often as you’d like. Swap products without having to pause or cancel your current subscription.

Are all your policies for shipping, refunds, exchanges and returns the same on Autoship?

Yup, the exact same. If you need details, take a look at our policies page.

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). To find items eligible for these discounts, look for ones with an Autoship and save option. Items that are not eligible for these discounts will simply say Autoship. 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 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

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

And we’re excited to get it to you, so we try to ship your order out within 24 hours of receiving it. In most cases, shipments will arrive within 3-5 business days after the order is placed. Some non-food orders may take from 5-10 days. As usual, order estimates can vary slightly due to carrier shipping practices, delivery location and the items you order. Products may be delivered in separate shipments. If you order near a holiday, keep in mind that you’ll have to allow for a few extra days since our warehouses are closed on News Years day, Memorial Day, July 4th, Labor Day, Thanksgiving Day and Christmas Day.

Help, I need to change or cancel my order.

So remember what we said about trying to get your order out within 24 hours of receiving it? That means 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. If it’s an Autoship order, the good news is that you can make changes at any time. But remember to do it in advance, as we can’t guarantee changes initiated within 24 hours of your scheduled shipment date.

Where’s my order history?

That’s easy. Just log into your account and click on Orders.

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).

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 that’s on the shopping cart checkout page.

Coupons are valid on in-stock merchandise only, and offers can’t be combined together or with other promotions. Unless otherwise stated, Kriser’s coupons are not valid on Orijen, Acana or Fromm products, grooming services, or gift cards purchases.

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). To find items eligible for these discounts, look for ones with an Autoship and save option. Items that are not eligible for these discounts will simply say Autoship. Autoship discounts do not apply to all products and can not be combined with any other coupons or discounts.

Is the Wellness Pass program changing? What will happen to the points I've earned?

On October 1, 2023, our Wellness Pass rewards program will become Friends of Kriser’s – a new loyalty program that rewards you for all the ways you care for your best friend.

As a current Wellness Pass member, you’ll be automatically enrolled in our new Friends of Kriser’s loyalty program on October 1, 2023, so you can continue earning rewards without missing a beat.

You’ll keep earning Wellness Pass rewards through September 30, 2023. During the first week of October 2023, you’ll receive your final Wellness Pass reward based on purchases made through September 30, 2023. You’ll be issued a reward for all earned points (5% back for every dollar spent on products and services), even if you’ve earned less than the typical 200 point minimum. 

If you haven't yet earned three $50 food vouchers in 2023, you’ll be issued a prorated food voucher based on your year-to-date (YTD) point balance. For example, if you have a YTD balance of 255 points (meaning you’ve earned 42.5% of the 600 points needed for a $50 food voucher), you’ll be issued a food voucher worth $21.25 (which is 42.5% of $50).

Rewards will be valid for 45 days after the date they are issued.

What is Wellness Pass?

Wellness Pass is our FREE rewards program, which offers unprecedented benefits to members including free bags of food and 5% back in rewards all year long on everything you buy.

Is Wellness Pass free?

Yes, it’s free to join and participate in Wellness Pass.

How does Wellness Pass work?

Enrolled members earn 1 point per dollar spent on all products and services (a few exclusions apply, see below). For every 200 points you reach, you will receive a $10 reward voucher via email to be used on a future purchase of your choice. Once you reach 600 points in a calendar year, you will receive a $50 voucher for free food instead of the usual $10 reward at that point threshold. Maximum of three free food vouchers per calendar year and points accumulated to a free bag will reset at the end of the calendar year.

Members will receive rewards based on 200-point increments as laid out in the following example:
Month 1: Member earns 200 points = $10 reward voucher
Month 2: Member earns 200 points = $10 reward voucher
Month 3: Member earns 200 points (totaling 600 points) = Free bag unlocked ($50 free food voucher)

Can my free bag vouchers be used on any food brand?

Yes! Free food vouchers can be used on the pet food of your choice (any brand, any type of food including bags, cans, cases, wet, raw, freeze-dried, frozen – the choice is yours!).

I’m not a current loyalty program member. How do I join?

The program is FREE of charge to join. To enroll, fill out the online enrollment form or ask an in-store Team Member to sign you up. You’ll need to provide your first name, last name, phone number and one unique valid email address. Your email address will be used to ensure you get points for your purchases, and all reward vouchers will be sent to you at that email address.

Do I earn points for grooming and self-wash?

Yes, you earn points for grooming, as well as self-wash. Services vary by location.

Do I earn points for both my online and in-store purchases?

Yes, you earn points on all purchases in-store and online made after enrollment as long as you provide the email address that was used when signing up for your rewards membership during checkout. You can also earn points at any store location. Check the store locations page to discover all of our locations. Additionally, you earn points for all buy online, pick up in store orders, curbside pickup purchases and same day delivery purchases.

Are there any items that do not earn points?

There are a few items that are not considered a qualifying purchase and therefore will not earn points. Those items are gift cards, shopping bags, donations, tips, tax, shipping and the purchase amount made with a reward voucher or free food voucher. Employee transactions do not earn points. Also, no purchases prior to a member’s enrollment in the rewards program will receive points.

Do my points expire?

Points will expire after 13 months of member inactivity. Member activity is defined as a purchase, return, or customer service adjustment. Point accumulation for Free Bag vouchers will be reset at the end of each calendar year. A calendar year is defined as transactions between January 1 and December 31. Reward vouchers and free food vouchers expire 45 days after issuance.

I made a purchase but didn’t get points, can you add that purchase to my account?

You may contact Rewards Customer Service at 866-368-0727 or email krisers@membersrvc.com to submit transaction receipts in order to get missing points posted to your account.

How do I get my reward vouchers and free bags?

All rewards are sent via email. If your point balance at the end of the month is 200 or more, a reward voucher will be emailed to you automatically by the 15th of the following month. (For example, if you reached 200 points in May, you will be emailed a $10 reward voucher by the 15th of June). If your cumulative point balance for the calendar year has reached 600, a $50 free food voucher will be emailed to you automatically by the 15th of the following month instead of the usual $10 reward.

Do rewards need to be activated?

Effective January 1, 2023, Promotional Rewards such as offers to earn extra bonuses may be subject to activation via a click-to-activate email or through online activation.  

How much can I earn in reward vouchers and free bags?

For every 200 points earned, you receive a $10 reward voucher. A maximum of $150 in rewards will be issued each month and any remaining points will carry over to the next month. For every 600 points earned in a calendar year, you receive a $50 voucher for free food instead of the normal $10 reward voucher at that point threshold. Maximum of three free food vouchers per calendar year.

If I don’t earn a reward voucher, do my points carry over to the next month?

Yes, point balances carry over into the next month. However, if you do not shop within 13 months your points will expire. Point accumulation for Free Bag vouchers will be reset at the end of each calendar year. A calendar year is defined as transactions between January 1 and December 31.

How do I use a reward voucher or free bag voucher?

You can redeem your rewards in-store or online. To redeem in store, show your voucher to the Team Member or ask them to look it up in the system for you. To redeem online, enter the voucher number in the “Promo code, reward voucher or gift card” field on the checkout page. Please note, however, that rewards cannot be used for Autoship orders at this time.

Can I redeem a reward voucher or a free bag voucher on an Autoship order?

Sorry, not at this time.

Can I redeem a reward voucher and a free bag voucher on the same purchase?

Yes, you can redeem both in the same purchase.

Do my reward vouchers or free bag vouchers expire?

Vouchers will expire 45 days from the date they are issued. See expiration date listed on the voucher or ask a Team Member for assistance.

Do I have to use the entire amount of the reward in a single purchase?

No, you can redeem your vouchers across several purchases if you’d like. For example, if you have a $20 reward voucher and make a purchase for $14.76, your reward voucher would have a residual value of $5.24 that can be used on a future purchase prior to the voucher’s expiration date.

What happens if I reach the maximum of three free bags per calendar year?

If you reach the maximum of three free food vouchers per calendar year, then you resume your regular earning ($10 reward voucher for every 200 points).

How do I contact customer service?

For rewards-related questions, please call 866-368-0727. Rewards Customer Service hours are Monday-Friday from 8 am to 8 pm CT. You can also email us at krisers@membersrvc.com.

How do I cancel my rewards membership?

Call Rewards Customer Service at 866-368-0727 to cancel your rewards membership. Cancellation may take 10 business days to finalize.

I have two accounts; can they be combined into one?

Yes, we can combine your multiple accounts if both accounts belong to you. We will need you to verify the phone number and email address associated with each, as well as other information. Call Rewards Customer Service at 866-368-0727 to combine accounts.

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. When you see “Kriser’s Approved” on food, it means what you’re buying is free of allergens like corn, wheat, soy or by-products. On our grooming products and services, it means you can trust that they’re 100% gentle for your pet’s skin and coat. And on our treats, supplements and supplies, it stands for the high health and safety standards we hold for each and every brand we sell.

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 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. Currently, we source from trusted regions like the US, Canada, Australia and New Zealand. We have a variety of toys made in the USA, as well as from other countries.

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.

What’s going on with the FDA and grain-free diets?

The FDA is studying the potential link between grain-free diets and Canine Dilated Cardiomyopathy. The study is ongoing and there is no confirmation. Here’s the latest on what you should know. We will continue to update with new information.