What are the PetMeds Terms & Conditions?

These Terms & Conditions ("Terms") are a legal agreement between you and PetMeds, a licensed pet pharmacy headquartered in Delray Beach, Florida. By accessing our website, creating an account, or placing an order, you agree to be bound by these Terms.

1.1 Scope

These Terms apply to your use of the PetMeds website, mobile applications, and services, including: browsing products, creating an account, placing an order, subscribing to AutoShip, contacting customer support, and using any feature we provide.

1.2 Updates

We may update these Terms from time to time. Material changes will be communicated by email at least 30 days before they take effect. Continued use of the site after that 30-day window means you accept the new Terms. If you don't agree, you can delete your account at any time — see Part 03.

1.3 Other agreements

These Terms are in addition to our Privacy Policy and any specific terms that apply to AutoShip, loyalty programs, or promotions. If any conflict exists, the more specific terms control for that specific topic.

To use the PetMeds website and place orders, you must be at least 18 years old and a resident of the United States. PetMeds ships to all 50 U.S. states plus the District of Columbia and does not ship internationally.

2.1 Pet owners and authorized parties

You may place orders for pets you own or for pets whose owners have authorized you to order on their behalf. You are responsible for ensuring that any prescription details you provide are accurate and that the prescribing veterinarian has authorized the order.

2.2 Geographic restrictions

PetMeds currently ships prescription pet medications to all 50 U.S. states plus the District of Columbia. We do not ship internationally. If you provide a shipping address outside our coverage area, we reserve the right to cancel the order and refund your payment.

3.1 Registration

You may browse PetMeds without creating an account. To place an order or use AutoShip, you must create an account with an accurate name, email address, phone number, and shipping address. You may maintain pet profiles within your account to streamline future orders.

3.2 Account security

You are responsible for maintaining the confidentiality of your account credentials. You agree to notify us immediately if you suspect unauthorized access to your account. We are not responsible for losses caused by unauthorized use of your credentials that occurs before you notify us.

3.3 Accuracy of information

You agree to keep the information in your account current and accurate, especially your shipping address and payment method. Orders shipped to an outdated address are your responsibility, though we'll always do our best to help resolve the situation.

3.4 Account closure

You may close your account at any time by calling 1-800-738-6337. Before closing, all AutoShip subscriptions must be cancelled and any pending orders resolved. We retain certain records after closure as required by state pharmacy law — see our Privacy Policy for details.

We reserve the right to suspend or close any account that violates these Terms, attempts fraud, or is used in a way that risks the safety of our customers or staff.

4.1 Order confirmation

When you place an order, you'll receive an email confirming that we've received it. This is not acceptance of your order — it's acknowledgment that we received it. Your order is accepted when we ship it or, in the case of prescription orders, when our pharmacist completes their review and approves the shipment.

4.2 Right to refuse

We reserve the right to refuse or cancel any order for any lawful reason, including but not limited to: suspected fraud, incorrect pricing, insufficient stock, inability to verify a prescription, or violation of these Terms. If we cancel an order, we'll refund any payment already processed.

4.3 Order limits

We may impose limits on the quantity of any product that may be ordered in a single transaction or over a period of time. These limits are set to protect our customers and comply with state pharmacy regulations.

4.4 AutoShip

When you enroll a product in AutoShip, you authorize PetMeds to charge your saved payment method and ship that product on the frequency you selected (typically every 30, 60, or 90 days). You can skip, delay, or cancel any AutoShip shipment at any time from your account. AutoShip-specific benefits — including the 15% discount and free shipping — apply only while your subscription is active.

PetMeds cannot ship any prescription medication without a valid, current prescription from a licensed veterinarian who has an established veterinarian-client-patient relationship with you and your pet. Every prescription is verified before shipment — orders held for verification are not shipped until the prescription is confirmed.

5.1 Valid prescription required

We cannot ship any prescription medication without a valid, current prescription from a licensed veterinarian who has an established veterinarian-client-patient relationship with you and your pet. You are responsible for obtaining that prescription.

5.2 Prescription verification

We will contact your veterinarian to verify any prescription you submit. If your veterinarian cannot be reached, or if the prescription cannot be verified, we'll hold your order and notify you. Orders held for verification are not shipped until the prescription is confirmed.

5.3 Expiration

Prescriptions expire. If your prescription has expired by the time your order is placed, we will hold the order and contact your veterinarian for a renewal. If a renewal cannot be obtained, we'll cancel the order and refund any payment.

5.4 Compounded medications

Compounded medications — custom-formulated preparations made for a specific patient — cannot be returned once they have been compounded. Please confirm details with your veterinarian before ordering compounded medications.

6.1 Prices and availability

All prices listed on the site are in U.S. dollars. Prices and product availability are subject to change without notice. We make every effort to display accurate pricing, but errors occasionally occur. If we discover a pricing error, we'll notify you before shipping and give you the option to accept the corrected price or cancel the order.

6.2 Payment methods

We accept major credit and debit cards (Visa, Mastercard, American Express, Discover) and, where available, other payment methods clearly displayed at checkout. All payment processing is handled by PCI DSS Level 1 certified processors.

6.3 Authorization and charges

By placing an order, you authorize PetMeds (or our payment processors) to charge your chosen payment method for the full order amount, including any applicable taxes and shipping fees. For AutoShip, you authorize recurring charges on your chosen schedule until you cancel.

6.4 Failed payments

If a payment fails — due to an expired card, insufficient funds, or any other reason — we will notify you and attempt to resolve the payment. If payment cannot be resolved within a reasonable window, we may cancel the order.

6.5 Taxes

Sales tax is applied based on the shipping destination and applicable state and local tax laws. The final amount will be displayed at checkout before you confirm your order.

7.1 Shipping methods

We ship via major carriers including USPS, FedEx, and UPS. The carrier for your order is selected based on your shipping destination and the size and nature of the order. Standard shipping typically arrives in 3–5 business days.

7.2 Shipping fees

Standard shipping is $5.99. Orders over $49 ship free. AutoShip orders always ship free regardless of order value. Expedited shipping may be available at additional cost.

7.3 Delivery windows

Delivery estimates are not guarantees. Weather, carrier delays, and other factors outside our control may affect delivery timing. If your order is significantly delayed, contact us and we'll do everything we can to help.

7.4 Risk of loss

Risk of loss passes to you when the carrier delivers the package to your specified address. If a package is lost in transit or delivered incorrectly, contact us — we'll work with the carrier on a resolution, and in most cases we'll reship or refund.

7.5 Signature requirements

Certain prescription medications and high-value orders require an adult signature at delivery. If your order requires a signature, that requirement will be noted on your shipping confirmation email and on the tracking page.

8.1 Standard return window

Unopened, non-prescription products may be returned within 30 days of delivery for a full refund. Return shipping is free. To start a return, visit our Returns page or call 1-800-738-6337.

8.2 Prescription medications

Federal law prohibits the return of prescription medications once they have left our pharmacy. This applies to all prescription products regardless of whether the packaging has been opened. If a prescription order arrives damaged or incorrect, contact us — we'll resolve it.

8.3 Food and treats

Food and treats must be unopened and sealed to be eligible for return. If your pet had an adverse reaction to a food product, call us — we'll work with your veterinarian on a resolution.

8.4 Refund timing

Refunds are processed within 3–5 business days of us receiving the returned item at our Delray Beach facility. Your bank may take an additional 2–3 business days to post the refund to your account. You'll receive an email confirmation when your refund is issued.

8.5 AutoShip returns

AutoShip items follow the same return policy as one-time orders. If you want to change the AutoShip subscription itself (skip, delay, cancel), do that from your account rather than returning individual shipments.

9.1 PetMeds intellectual property

All content on the PetMeds website — including text, images, logos, trademarks, page design, source code, and product photography — is owned by PetMeds or our licensors and is protected by U.S. and international intellectual property law. You may not copy, reproduce, distribute, or create derivative works from our content without our prior written permission.

9.2 Limited license

We grant you a limited, non-exclusive, non-transferable license to access and use the PetMeds website for personal, non-commercial purposes. This license does not include: scraping, framing, mirroring, or republishing our content; using our trademarks without permission; or accessing our site through automated means.

9.3 Your content

If you submit content to PetMeds — reviews, testimonials, photos of your pet, or communications with our care team — you grant PetMeds a non-exclusive, worldwide, royalty-free license to use, reproduce, and display that content for business purposes. You represent that you have the right to grant this license and that your content does not infringe on any third party's rights.

While using PetMeds, you agree not to:

• Violate any applicable law, regulation, or third party's rights
• Provide false information on your account or in a prescription request
• Attempt to purchase prescription medications without a valid prescription
• Impersonate another person or use someone else's account without permission
• Attempt to access any part of the site you're not authorized to access
• Use automated tools (scrapers, bots, crawlers) to access, extract, or interact with the site
• Reverse-engineer, decompile, or attempt to derive the source code of any PetMeds software
• Interfere with the security or operation of the site or its servers
• Use the site to transmit malware, spam, or other harmful content
• Attempt to manipulate pricing, promotions, or the AutoShip program
• Resell any product purchased from PetMeds without written authorization

Violation of any of these prohibitions may result in immediate account suspension, order cancellation, and, in some cases, legal action.

11.1 Disclaimers

The PetMeds website and services are provided "as is" and "as available." We don't warrant that the site will be uninterrupted, error-free, or free of viruses. We don't warrant that content on the site — including pet health information — is complete, accurate, or applicable to your specific pet.

Pet health information on our site is not a substitute for veterinary advice. Always consult your veterinarian regarding your pet's specific health needs, diagnoses, and treatment options.

11.2 Limitation of liability

To the fullest extent permitted by law, PetMeds is not liable for indirect, incidental, special, consequential, or punitive damages arising out of or related to your use of the site, even if we have been advised of the possibility of such damages.

Our total liability to you for any claim arising from your use of the site or these Terms is limited to the amount you paid PetMeds for the order giving rise to the claim.

11.3 Indemnification

You agree to indemnify and hold PetMeds harmless from any claims, damages, or expenses (including reasonable attorneys' fees) arising out of your violation of these Terms, your violation of any law, or your infringement of any third party's rights.

12.1 Governing law

These Terms are governed by the laws of the State of Florida, without regard to its conflict-of-laws provisions. Any dispute arising from these Terms or your use of the site will be resolved in the state or federal courts located in Palm Beach County, Florida, and you consent to the exclusive jurisdiction of those courts.

12.2 Dispute resolution

Before initiating any legal action, we encourage you to contact us directly — most issues can be resolved quickly through our customer care team. If a dispute cannot be resolved informally, the parties agree to attempt mediation in Palm Beach County, Florida, before filing suit.

12.3 Severability

If any provision of these Terms is found unenforceable, the remaining provisions remain in full effect.

12.4 Entire agreement

These Terms, together with our Privacy Policy and any program-specific terms, constitute the entire agreement between you and PetMeds regarding your use of the site.

12.5 Contact

Questions about these Terms? Reach us at:

• Phone: 1-800-738-6337, seven days a week
• Email: legal@petmeds.com
• Mail: PetMeds Legal · 420 S. Congress Ave., Delray Beach, FL 33445

We respond to legal inquiries within 10 business days.