Real People, Seven Days a Week

Help is one call away — and a real person answers.

Whether it's a prescription question, an AutoShip change, or a package that's running late, our customer care team and licensed pharmacists are here to help. No phone trees. No chatbots pretending to be human. Just people who care about your pet as much as you do.

Call 1-800-738-6337 Start Live Chat
0s Avg. call wait time
0 Days a week
0% Resolved on first contact
A smiling PetMeds customer care specialist wearing a headset, ready to help pet parents

"They stayed on the line until my questions were answered."

— Verified customer, Tampa, FL
  • Phone Wait: ~25 seconds
  • Live Chat Wait: ~1 minute
  • Email Reply: ~4 hours
  • Callback Available: Starting now
Salesforce Service Cloud

Your Recent Cases

Every call, chat, or email becomes a case in Salesforce Service Cloud — with the full order history attached. Click any case to see what's happening.

Case History

Your last 5 support cases across all channels. Cases are linked to their orders in the OMS.

Salesforce Service Cloud
Open Cases
2
Awaiting action
Resolved (30d)
6
Avg. 4.2 hours
Linked Orders
4
OMS synced
SFSC · Case management OMS · Order sync Iterable · Customer messages Vet Portal · Rx verification Middleware · Carrier routing
Contact Us

Three Ways to Reach Us

Pick the one that fits your day. All three connect you to a real human being in our Delray Beach office.

Call or Text

The fastest way to reach us. Real people answer, first ring.

1-800-738-6337
Toll-free · 7 days a week Call Now

Email Us

Best for non-urgent questions, prescription transfers, and documentation requests.

customerservice@petmeds.com
Replies within 1 business day Send Email

Live Chat

Instant answers for order status, AutoShip changes, and account questions.

Available Now
During business hours Start Chat
Signature Interactive

Try Our Live Chat

This is a working demo of our live support experience. Ask a question below and see how our care team responds in real time.

PetMeds Support Online · Typically replies instantly
Hi there! I'm Alex from PetMeds support. How can I help you today? You can ask about orders, prescriptions, AutoShip, shipping, or returns — or tap a suggestion below.
Signature Interactive

Can't Talk Right Now? We'll Call You.

Pick a time that works. We'll ring you on your schedule — no waiting on hold.

Schedule a Callback

Three quick questions and a time slot. That's it.

What's the call about?
Topic for callback
When works best?
Preferred time slot
How should we reach you?
Callback channel

Great — we'll call you this morning.

A PetMeds specialist will reach out between 8 AM and 12 PM ET about your order. If anything changes, you can reschedule from your account.

Case opened in SFSC Confirmation via Iterable
Signature Interactive

Track Any Order in 30 Seconds

No login required. Enter your order number or the email you used at checkout.

Order Lookup

We'll pull up the shipment details instantly.

Step 1 — How would you like to find your order?

Lookup method

Step 2 — Enter your details

Step 3 — Here's what we found

Order #PM-24816 — Shipped

Left our Delray Beach pharmacy on April 9. Out for delivery today via USPS. Expected arrival: before 8 PM local time.

Pipeline position Middleware Iterable
See Full Tracking
How We Escalate

Every Question Has a Path to the Right Answer

If the first person you talk to can't solve it, they know exactly who can — and they'll stay with you until it's done.

Tier 1 · Customer Care Order status, AutoShip changes, account questions, shipping.
SFSC
Tier 2 · Senior Specialist Complex billing, insurance coordination, prescription transfers.
SFSC OMS
Tier 3 · Licensed Pharmacist Dosage, interactions, side effects, compounded medications.
SFSC PIM
Supervisor · Final Review If nothing else resolves it, a supervisor takes ownership until it does.
SFSC
Signature Interactive

Search Our Help Center

Type a word or phrase and we'll surface the most relevant answers instantly.

Results update as you type.
Start typing to search our help articles.
Help Topics

Browse the Topics Pet Parents Ask About Most

Jump straight to self-service answers — or call us if you'd rather talk it through.

  • Track My Order

    Real-time tracking for every shipment, delivered straight to your inbox and account.

    Track an order

  • Returns & Refunds

    90-day returns on unopened products. Prorated refunds on Rx. Free prepaid labels.

    See return policy

  • Prescriptions

    New prescriptions, transfers from another pharmacy, and refill questions.

    How Rx works

  • AutoShip

    Change delivery frequency, skip a shipment, update payment, or pause AutoShip.

    Manage AutoShip

  • Medication Questions

    Side effects, dosage, interactions, storage — talk to a licensed pharmacist.

    Ask a pharmacist

  • Account & Billing

    Update your address, change payment methods, or review your order history.

    My account
Send a Message

Prefer Email? Send Us a Note.

Fill out the form below and someone from our team will get back to you within one business day.

Please enter your name.
Please enter a valid email address.
Please choose a topic.
Please enter a message (at least 10 characters).
On submit: Case in SFSC Confirmation via Iterable

When We're Here

All times Eastern. Pharmacists on call during business hours for medication questions.

  • Monday8:00 AM – 10:00 PM
  • Tuesday8:00 AM – 10:00 PM
  • Wednesday8:00 AM – 10:00 PM
  • Thursday8:00 AM – 10:00 PM
  • Friday8:00 AM – 10:00 PM
  • Saturday9:00 AM – 6:00 PM
  • Sunday10:00 AM – 6:00 PM
  • Live ChatMon–Fri, 8 AM – 10 PM ET
Quick Answers

Support Questions We Hear Often

Fast answers to the most common questions before you pick up the phone.

Log into your account and click "Order History" to see real-time tracking for every shipment. You'll also receive an email with tracking the moment your package leaves our pharmacy. If it's been more than 5 business days and tracking hasn't updated, call us at 1-800-738-6337.
OMS Middleware
Was this helpful?

The easiest way is to ask your current pharmacy to transfer the prescription to us — they'll need our pharmacy license number, which is available on our Pharmacy License page. You can also have your veterinarian call us directly at 1-800-738-6337, or upload a photo of your written prescription through your PetMeds account.
SFSC PIM
Was this helpful?

Yes, and you can do it yourself in about thirty seconds. Log into your account, open AutoShip, and click "Reschedule" on any shipment. You can skip a delivery, move it up by a few days, or push it back by weeks. No phone call required, and no penalty for changes.
SFSC Iterable
Was this helpful?

Unopened, non-prescription products — including food — can be returned within 90 days of receipt for a full refund. Prescription medications can't be returned to inventory per federal regulation, but we offer prorated refunds up to 30 days after ship. Damage or wrong items must be reported within 72 hours. Refunds process within 3–5 business days of us receiving the return.
OMS SFSC Iterable
Was this helpful?

Call 1-800-738-6337 and ask for the pharmacist on duty. A licensed PharmD is available during all business hours to answer questions about dosage, side effects, interactions, storage, or anything else about your pet's medication. There's no additional charge for pharmacist consultations.
SFSC PIM
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Power User

Keyboard Shortcuts

For screen reader users and keyboard-first visitors — quick ways to move around the site.

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Our Accessibility Commitment

We build for every pet parent — including those using screen readers, keyboard navigation, or assistive technology.

WCAG 2.1 AA Conformance Every page tested against the Web Content Accessibility Guidelines at the AA level.
Full Keyboard Navigation Every interactive element reachable and operable with a keyboard alone. No mouse required.
Screen Reader Optimized Semantic landmarks, ARIA labels, live regions, and descriptive alt text on every page.
Reduced Motion Respect All animations automatically disable when your device requests reduced motion.
Color Contrast Certified All text meets or exceeds 4.5:1 contrast ratio. Large text meets 3:1 minimum.
Accessible Authentication Account and form flows work with password managers and assistive input methods.

Still Have Questions?

Our customer care team and licensed pharmacists are standing by. Call, chat, email, or schedule a callback — whichever fits your day.

Call Now Schedule Callback