HELP & FAQ

 

Accounts

Creating a K9 NUTRA™ Account


Creating a K9 NUTRA™ account will provide you with many benefits including access to your order history, order status, AutoShip subscriptions and our K9 Rewards™ Loyalty Program. Of course, you may also place an order through our online store as a guest without creating an account.

To create an account, just follow the link in either the header or footer menu or simply CLICK HERE to begin registration.

Is An Account Required To Place An Order?


No. During checkout, simply select the "check out as guest" option and you can place your order without logging in or creating an account.

Participation in the K9 Rewards™ program does however require a K9 account and you must be logged in at time of purchase to earn PawPoints™ from your purchases.

K9 Rewards™

What is the K9 Rewards™ Program?


K9 Rewards™ is the K9 NUTRA™ Loyalty Program that issues PawPoints™ on all purchases made through our online store. PawPoints™ that have been accrued are redeemable for discount coupons that can be applied to new orders made on the K9 NUTRA™ website. Participation in K9 Rewards™ is free and you only need a K9 NUTRA™ store account to begin earning your PawPoints™.

For more information on K9 Rewards™ and how you can earn discounts, visit our K9 REWARDS™ page.

*K9 Rewards™ discount codes are not compatible with AutoShip

How Do I Join? Does It Cost Anything?


Your are automatically enrolled in the K9 Rewards™ Program when you create a store account at k9nutra.com.

There is no cost for you to create an account and participate in the K9 Rewards™ Program.

How Do I Access My K9 Rewards™ Account? How Do I Redeem PawPoints™?


To view your K9 Rewards™ account and redeem PawPoints™, you must be logged in to your K9 store account. Once you are logged in, you can access the Rewards Panel on your account home page or by clicking "K9 Rewards" in user menu located in the upper right of our website header.  You may also access the Rewards Panel directly from the K9 Rewards™ information page. The Rewards Panel will show your current points balance and allow you to redeem any rewards you are eligible for.  Access to your Rewards Panel 

For more information on K9 Rewards™ and how you can earn discounts, visit our K9 REWARDS™ page.

*K9 Rewards™ discount codes are not compatible with AutoShip

Payment

What Forms of Payment Are Accepted?


We gladly accept Visa, MasterCard, AMEX & Discover cards as well as PayPal®, Apple® Pay, Amazon® Payments and K9 NUTRA™ gift cards.

We do not accept cash, checks or money orders.

Will My Payment Be Secure?


We make every effort to ensure that your transaction on our website will be safe and secure. We use the industry standard encryption protocol (SSL) to safeguard all of your personal & payment information. Our shopping cart is fully compliant with PCI requirements and your payment information is not stored by us and cannot be accessed by anyone at K9 NUTRA™. 

K9 NUTRA™ Gift Cards


Our electronic gift cards are available in multiple denominations and are delivered to you via email in full color. Gift cards can be applied to your order during checkout and any remaining balance will be available for a future purchase. There are no card fees and they never expire.

The purchase price of a gift card does not count toward the total required for free shipping or special offers.

Shipping

How Much Does Shipping Cost?


SHIPPING IS FREE on all US orders totaling over $49 in product. For US orders less than $49, shipping is a flat rate of only $3.95. Express and International shipping charges vary depending on order weight and will be calculated at checkout.

The purchase of a K9 NUTRA™ Gift Card does not count towards free shipping.

For additional information on shipping, please visit our SHIPPING page.

When Will My Order Ship?


We strive to process and ship your order as quickly as possible!

Excluding holidays, extreme weather events or other uncontrollable circumstances, most in-stock items are shipped the same business day if ordered by 11:00 AM EST Monday - Friday. Orders received after 11:00 AM may still ship the same day if received before final pickup otherwise they will ship the next business day.

Orders shipping internationally may require additional processing time to verify payment.

How Long Until My Order Arrives?


Standard USA orders are shipped to be delivered within 1-5 days (excluding Sundays) from the day of shipping. 

While most all standard orders are delivered within this timeframe, it is NOT guaranteed so please allow up to 10 business days for your order to arrive. We will not ship replacement orders until after the 10th business day has passed so please ensure your dog has plenty of product on hand in case of any delay. For our EPIPRO™ customers, we highly recommend that you always keep an EPIPAK™ or two on hand in case of emergency.

For Expedited orders, we ship via UPS 2 Day Air / USPS Express and delivery time is guaranteed in 1-2 business days from day of shipping.

International orders are shipped via Priority Mail International and can take anywhere from 7-14 days or more depending on customs. Delivery time for international shipments is not guaranteed and we are not responsible for any product seizures by Canadian customs enforcement agencies.

How Do I Track My Order Status?


Once you complete checkout, you will receive an order confirmation email that will include a unique link to a status page for your order. You may bookmark this link and return to it at any time to get the most up to date status of your order including tracking information.

If you have a K9 account, you can log in and go to your order history for the detailed status of your order.

If you do not have your order confirmation email or an account or access to your account, you can go to the ORDER STATUS page to get tracking information for your shipment. All you need to enter is your order number and the email address used at checkout. There is no account or log in required.

What Is AutoShip & How Does It Work?


AutoShip is the option to have your choice of K9 product(s) repeatedly shipped to you according to a delivery schedule of your choosing.  With AutoShip, your product subscription(s) will be fulfilled automatically without you having to return to the store and place another order through the checkout. Your payment information is stored directly with the payment processor (not us - we can never see your credit card numbers) and is charged only when your next order is ready to be shipped. Your payment information is fully encrypted and secure.

AutoShip scheduling is fully customizable in your account and you can pause, reschedule or modify your orders whenever you choose. There are no fees or obligations to use AutoShip and you can cancel your subscription(s) at any time directly in your account.

Returns

30 Day Free & Easy Returns


We want you and your dog to be fully satisfied with our products!

K9 NUTRA™ offers Free & Easy Returns on all our products, excluding gift cards, for a period of 30 days after date of purchase for a full refund of the purchase price less any original shipping charges. No Questions Asked.

How Do I Make A Return?


EASY!  Just go to our RETURNS PAGE and initiate your return online. Once your return is authorized, you'll receive step-by-step instructions and a prepaid shipping label via email. We'll even give you a refund estimate so there are no surprises!

When / How Will My Refund Be Issued?


As soon as we receive and verify the contents of your return shipment, we will issue you a refund less the cost of any original shipping charges - typically 2-3 business days. If you received free shipping on your order but returned the product, the shipping charges may still be deducted from your refund.

We will process and issue your refund back to the original payment method within 3 business days after receipt of your return. If the refund is unable to be made back to the original payment method, then a check will be mailed to you for the refund amount less an additional $5 check fee.

Store

What Are Your Store Hours?


Place An Order: 24/7 online or by dialing 855-596-8872.

Customer Support: Monday through Friday from 10 AM to 4 PM EST.

Which Holidays Are You Closed?


We observe and close for all federal holidays. We remain closed for additional time during the Thanksgiving, Christmas & New Years holidays.

  • December 23 - 27, 2016: Christmas Holiday
  • January 1 & 2, 2017: New Year’s Holiday
  • January 16, 2017: Martin Luther King Day
  • February 20, 2017: Washington’s Birthday
  • May 29, 2017: Memorial Day
  • July 4, 2017: Independence Day
  • September 4, 2017: Labor Day
  • October 9, 2017: Columbus Day
  • November 10 & 11, 2017: Veterans Day Holiday
  • November 22 - 24, 2017: Thanksgiving Holiday
  • December 23 - 27, 2017: Christmas Holiday