Frequently Asked Questions

Frequently Asked Questions

  • How do I contact customer service?
  • Feel free to reach our customer service team at 303-333-1899. Or drop us an email using [email protected], or using the Contact Us form on the website.
  • What are your customers service hours?
  • We are typically available Monday—Friday, 10:30AM-7:00PM (Mountain Time).
  • Do you charge sales tax?
  • Yes, we charge sales tax on online orders.
  • What is AutoShip?
  • Many of our clients have recurring needs for their pets with a chronic conditions. With AutoShip & Save we are making it even easier to help your pet thrive with convenient, automatic deliveries. Activate AutoShip and then count on receiving the products you need, when you need them, without having to remember to re-order all the time. It’s simple, reliable, and convenient!
  • How do I set up AutoShip?
  • Once you’ve added products to your shopping cart, select “Yes” to AutoShip and pick your delivery schedule.
  • What are the benefits of AutoShip?
  • First, you won’t run out of required items, or have to keep detailed track of when quantities are getting low at home. You can set it and forget it. Second, you’ll save time and you’ll save big on your first AutoShip order.
  • How can I add or remove items in my AutoShip?
  • To add an additional item, browse products, add the item to your shopping cart and when prompted, click “Yes” to AutoShip and indicate your desired frequency.
    To remove items, go to My Account. You will see all items included in your AutoShip bundle. Remove the one(s) you no longer wish to receive automatically.
  • How can I change my payment method?
  • Go to your “Account” to make changes to your method of payment, for AutoShip and for new orders.
  • When is my payment processed?
  • Your credit card is charged automatically on the date the order is shipped, but you may see a pending charge before that.
  • How can I change my shipping address?
  • Go to your “Account” and make the desired changes to your shipping address.
  • How can I cancel my AutoShip?
  • Go to your “Account” and select “Cancel” below your AutoShip summary.
  • How much is shipping?
  • Orders over $49 ship free! All other orders ship for a flat rate of $4.95.
  • When will my order arrive?
  • Orders placed by 3PM (Mountain Time) will usually ship the same day, and most of our customers receive their orders in 2-3 days. Orders that require a prescription may take longer before they are filled and shipped.
  • How do I track my order?
  • You will receive an order email advising you of the status of your order. If you call or email customer service, we will gladly give you your tracking number.
  • Do I need to be present to sign for my order?
  • No need to be home to sign. We kind of hope you’ll be out riding your horse, walking your dog, or buying feather toys for the cat to pounce.
  • Do you ship to P.O. boxes or international addresses?
  • Yes, we ship to United States PO boxes. Yes, in addition to anywhere in the US, ThrivingPets also ships to Australia, Belgium, Canada, Finland, France, Germany, Hong Kong, India, Israel, Japan, Mexico, the Netherlands, Puerto Rico, Saint Kitts & Nevis, Singapore, Spain, Switzerland and the United Kingdom. Don't see your country on the list, please email [email protected] so we can look into helping you. When placing an international order, please add the “product” called Customs Paperwork Fee to your order — it is required for all international orders.
  • How do I make a purchase?
  • Add products to your cart, then click “Checkout.” You’ll be prompted to create an account with ThrivingPets if you haven’t already done so. If you have an existing account, you should login before completing your order.
  • What forms of payment do you accept?
  • We accept Visa, MasterCard, American Express, Discover and PayPal.
  • What is your return policy?
  • If you aren't 100% satisfied with your purchase, you may return the items at any time up to 30 days from the date of purchase We cannot accept returns or exchanges on prescription items by law.
  • What prescription items do you sell?
  • We offer hundreds of prescription items indicated for a wide variety of conditions. Prescription items should only be ordered and given according to advice and recommendations of your vet.
  • Does ThrivingPets compound medications?
  • Yes, we offer many medications that are compounded in-house. Prescriptions are always required for compound medications.
  • Is ThrivingPets a licensed Pharmacy?
  • ThrivingPets has an exclusive partnership with Marcus Hook Pharmacy in Pennsylvania. Marcus Hook Pharmacy fulfills prescription medications and compound medications based on the ThrivingPets orders we forward to the pharmacy.
  • How do I know which items require a prescription?
  • You will see an icon beside the product which states “RX”
  • How can I get a prescription?
  • Schedule a visit with your preferred vet. If your vet has already prescribed a prescription medication for your pet, we will be happy to contact your vet to request the prescriptions for your pets.
  • Do prescription items need authorization from my vet?
  • Yes.
  • How does ThrivingPets get authorization from my vet?
  • We will contact your vet for you. Or you can provide us with your pet’s prescription.
  • Can I fax or email my prescription?
  • Your vet can, and that is typically fastest. But if you prefer to send us your pet’s prescription directly, please attach it to your order during checkout or email, standard mail, or fax it to us:
    ThrivingPets
    PO Box 7447
    Wilmington, DE 19803
    [email protected]
    f- 303-733-3999