Welcome to Blue Buffalos Shop’s FAQ page! We’re here to help answer your questions about our premium pet products and services. Below you’ll find information organized by topic to help you find what you need quickly.

About Our Products

What types of pet products do you specialize in?
We specialize in premium pet nutrition and comfort products including chicken-free formulas, elevated feeders, orthopedic beds, automatic feeders, and specialized feeding systems. Our products are designed for health-conscious pet parents who want the best for their furry family members.
Do you offer products for pets with special dietary needs?
Absolutely! We’re proud to offer a selection of chicken-free and grain-free formulas for pets with sensitivities. Many of our food options cater to specific health requirements including joint support for senior pets.
How do you ensure the quality of your pet food products?
We partner with trusted brands like Hill’s Science Diet and Purina Pro Plan, and all our food products are shipped with temperature controls when needed. Our dry food is packaged to maintain freshness throughout the shipping process.

Ordering & Account Questions

How do I create an account?
You can create an account during checkout by selecting “Create Account” after entering your email address. Having an account allows you to track orders, save preferences, and check out faster in the future.
I forgot my password. How can I reset it?
Click “Forgot Password” on the login page and enter your email address. You’ll receive instructions to reset your password within minutes.
Can I modify or cancel my order after placing it?
We process orders quickly to ensure fast delivery. If you need to modify or cancel your order, please contact us immediately at [email protected] with your order number. We’ll do our best to accommodate your request if your order hasn’t entered the shipping process.

Shipping & Delivery

What shipping options do you offer?
We offer two shipping options:
Standard Shipping ($12.95): Via DHL or FedEx, delivered in 10-15 days after processing (1-2 business days). Ideal for time-sensitive orders.
Free Shipping: For orders $50+ via EMS, delivered in 15-25 days after processing. Great for bulk orders.
Do you ship internationally?
Yes! We ship globally from our Fayetteville hub, excluding select Asian and remote regions. During checkout, you’ll see if we deliver to your location.
How are bulky items like pet beds shipped?
We vacuum-seal covered beds and furniture covers when possible to reduce package size. All bulky comfort items are specially packaged to ensure they arrive in perfect condition.
Do you offer tracking for orders?
Yes, all orders include tracking. You’ll receive a tracking number via email once your order ships. Our team carefully monitors all shipments to ensure smooth delivery.
Pro Tip: For fastest delivery of time-sensitive nutrition items like Hill’s Science Diet or Purina Pro Plan, choose our Standard Shipping option.

Returns & Exchanges

What is your return policy?
We offer a 15-day return policy from the date of delivery for unopened food products and unused items like wrong-size bolster beds. All returns must be in original condition with packaging.
How do I initiate a return?
Email our team at [email protected] with your order number and reason for return. We’ll provide return instructions. Please note that return shipping costs are the customer’s responsibility unless the item arrived damaged or incorrect.
What if my pet food arrives damaged?
We take great care in packaging, but if any items arrive damaged, please contact us immediately with photos of the damage. We’ll arrange for replacement or refund at no additional cost to you.

Payment Options

What payment methods do you accept?
We accept Visa, MasterCard, JCB, and PayPal for your convenience and security.
Is my payment information secure?
Absolutely. We use industry-standard encryption for all transactions and never store your full payment details on our servers.
Do you offer any payment plans?
Currently we don’t offer payment plans, but our free shipping on orders over $50 helps make larger orders more affordable.

Still Have Questions?

Our pet-loving customer service team is always happy to help! Email us at [email protected] and we’ll respond within 24 hours (usually much faster!).

Remember, at Blue Buffalos Shop, we handle your pet essentials with the same attention you would – because we’re pet parents too!