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我什么时候能收到订单?

Our local stores fill our Same Day Delivery orders so if you order up to an hour before your closest store closes for the day then you will receive it the same day. If you place your order with less than an hour to close, or after hours, 您将在第二天收到订单.

What products can be delivered with Same Day Delivery?

If your local store has it in stock, it can be ordered for Same Day Delivery.

当日送货要多少钱?

当日送达只需7美元.50.

How do I know if my address is in the delivery radius for Same Day Delivery?

Your shipping address needs to be within a 10 mile radius of one of our stores to be able to place an order for Same Day Delivery. Any store within 10 miles of your shipping address will need to have your items in stock to be able to complete a purchase for Same Day Delivery.

如何选择当日派递?

在产品页面上,选择“Ship To You”,然后在结帐页面上选择“Same Day”.

日托服务将永久关闭,为新的和扩展的产品和体验腾出空间. 

To meet the growing and changing needs of our community, daycare and training will permanently close on 9/30 (except Sudbury, MA)为新产品腾出空间. 

 

WHAT’S CHANGED?

在过去两年里, we’ve seen a tremendous growth in pet parents searching for healthier foods, 吃完整的系统, more sustainable products and caring for their pets inside and out. 作为宠物的首选资源, it’s imperative to the neighborhoods we serve to continually evolve to meet the changing needs of our community.

To meet this growing demand, we will be winding down our training and daycare services in all stores. 有些会提供更多的食物. 另一些则是更强的梳理能力. 有些将是两者的结合. All in an effort to serve customers the best we can and focus on what matters most.

 

NOW WHAT?

在那一天之前,我们会保留工作人员,你可以继续像往常一样使用我们的设施. Ask for a refund for any unused purchases through 10/31.

Please make your appointments now to take advantage of current purchases.

 

萨德伯里的日托中心将继续开放. 

Our Sudbury, MA location will remain open. Our program here combines all the benefits of daycare with a comprehensive, 个性化的培训计划. It has a low dog-to-instructor ratio as well as professional dog trainers. Full days and half days are available, as well as late pick-up hours. You can even purchase a 5, 10 or 20 visit pack. Call Sudbury for more details (978)443-7682.

 

关门后我要去哪里?

我们的团队准备帮助您在当地找到另一个培训和日托的选择. Please speak to someone at your store for a list of recommended spots.

 More questions? Ask your store’s team members for help or contact us.

 

*日托及培训服务将于22年9月30日永久关闭(萨德伯里除外). Refunds for remaining pre-purchased packages will be available through 10/31/22, 根据使用情况按比例分配.

 

我可以在网上预约吗?

Online Appointment Booking is available for customers to book service appointments. Use 图书预约按钮 on store location pages on our grooming page to find store or preferred groomer. Appointment requests will be confirmed via email or text by the store. You'll need to have up-to-date vaccinations to be able to receive services. Please upload the proof of vaccinations or bring proof of vaccinations to the store.

I’m pretty particular about what products I use on my pet. How about you guys?

Same. In fact we’re so particular, we made our own product line. WildSaint was designed to help your dog look and feel great. Plus, 不像大多数狗狗洗发水, 我们的WildSaint产品使用的成分都是纯天然的, 美国农业部认证的有机食品,来自美国.

I know it sounds terrifying, but will you bathe and groom my cat? 除了狗,其他动物呢?

胆小的人不适合为猫梳理毛发,但我们确实在某些地方提供这种服务. 

I’m not comfortable with the idea of muzzles. Do you use them?

只有在绝对必要的时候. 有些宠物在梳理毛发的时候会非常非常紧张,这可能会导致攻击性. We have to keep our groomers safe, and sometimes muzzles are the only way. But if you’re not okay with the idea of muzzles for any reason, 提前告诉你的美容师.

要花多长时间才能把我的狗变成一个气味清新的可爱的形象?

About 3 hours. Of course, every pet is unique, so depending on how shaggy a mane he has or how much of a fan of water he is, 你的时间可能会有所不同. But we’ll give you a call as soon as we’re done.

Does my dog have to get all his shots to be groomed?

这是我们的建议. It’s for your pet’s safety and the safety of others. However, the only one we absolutely require is the rabies vaccination.

My dog is, shall we say, not the friendliest with other dogs. Is that ok?

That’s a tough one. 我们认为所有的狗都值得好好梳理, and most of the time we can accommodate even tough customers. In some cases, we may require special appointment times and may also charge a special handling fee depending on your pet’s needs. And, 如果真的是这样的话, 如果我们认为不能安全地照顾你的狗,我们甚至可能不得不拒绝预约. 谢谢你的理解.

我想我要自己洗. Is it a good deal?

Self-wash costs $15.00, but we also offer 5 visits for 50% off ($37.50), and an unlimited 6-month membership for just $60.00!

这可能要花点时间. How long do I have the self-wash area for?

You’ve got 30 whole minutes to get your little guy or girl clean, which is usually enough for even the squirmiest, 大多数bath-loathing狗.

Does an unlimited membership mean I can wash all my dogs at once? 我有很多狗.

Sorry, each membership is actually tied to an individual pet. But you’re welcome to use our 5 for 50% off deal to get your whole squad clean!

我太激动了,我们什么时候能过来?

Come on by any time between when our store opens and one hour before closing.

You offer pop up Vet Services, great but what is that?

为您提供宠物健康一站式服务, we’re excited to offer in-store veterinary services in partnership with VIP Petcare. Stop by your local store for a wellness visit during scheduled clinic hours. In one convenient trip you can cover an exam, testing, vaccinations and more under the care of a licensed vet. 考试包含在服务费用中. 最好地满足你的宠物的需求, we offer bundled services packages for puppies, kittens, adult, and senior dogs. 个人服务也可以使用.

Will you treat my iguana, ferret, turtle, or hedgehog?

那些是很酷的宠物,但现在,我们只为狗和猫提供兽医服务.

好的,我养了一只狗和一只猫. 你们为他们提供什么服务?

Our vet partner VIP VET Care offers complete vaccinations, microchipping, intestinal parasite screening.

我的宠物感觉不太好. 你们为生病的宠物提供解决方案吗?

Our services are to keep your pet happy and healthy we don’t offer options for sick pets and recommend that you see an animal hospital or utilize the veterinary helpline for help.

每天早上10点到1-800-775-4519.M. – 7 P.M. EST

好吧,但你会给我的宠物做绝育手术吗?

Sorry, that’s a surgery and we don’t offer surgical services.

我和我的狗刚路过. 我们能顺便去见个面吗?

Our clinics are scheduled on a specific cadence, stop by the store or call to see when our next clinic date is.

My pet has been sick and slowing down, and I think it’s his time. 你们提供安乐死吗??

Saying goodbye to a family member is incredibly hard. While we don't perform euthanasia services, we’re still here to guide you and your pet through end-of-life care and answer any questions you may have.

I brought my pet to your previous vet, how do I go about getting their record?

你可以要求 Vet records Here

My dog’s not vaccinated, but I’m really excited for him to try all your services. 有那么严重吗?

Sorry, but it’s actually really important for your pet’s health and safety. 这就是为什么在没有疫苗接种证明的情况下,我们无法提供服务. 预订您的第一项服务, 你要么需要提供给我们, or we can even reach out to your vet directly for the records if that's easier.

Here's a list of all the up-to-date vaccinations and health requirements that your dog needs to be eligible for services:

All Services

——狂犬病疫苗接种

 

网上预约接种疫苗记录

对于在线预订,您需要有最新的疫苗接种才能获得服务. Please upload the proof of vaccinations on your appointment profile or bring proof of vaccinations to the store.

你的产品理念是什么?

Our general rule of thumb is that if ingredients aren’t safe for us, they’re not safe for our pets. But to earn our stamp of approval, products have to both natural and premium. When you see “Loyal Companion’s Approved” on food, it means what you’re buying is free of allergens like corn, wheat, soy or by-products. 我们的美容产品和服务, it means you can trust that they’re 100% gentle for your pet’s skin and coat. And on our treats, 补充和物资, 它代表着我们为我们销售的每一个品牌所坚持的高健康和安全标准.

There are so many different types of food. How do I know which one is right for my pet?

Every pet has unique nutrition needs based on their breed, size, shape, 活动水平和许多其他因素. 帮助你的宠物成为最好的自己的最好的方法是建立一个健康的, balanced bowl that’s a combination of proteins, toppers, hydrators and supplements that are specific to your pet. 回答我们的几个问题 FOOD FINDER or read more about BOWLS

I’m getting a parrot or maybe a cool snake. 你为他们携带食物和补给吗?

We think all pets are awesome, but we like to focus on just dogs and cats. That way, we can give you the most carefully selected range of natural food, treats, toys, 可能会补充和供应.

我的宠物有过敏,但喜欢食物. What do I do?

Don’t worry, 我们有很多美味的食物,既能满足你的需求,又不会让你的狗狗感到不适. We carry a large variety of grain-free and whole meat treat options – including exciting protein options like venison, rabbit and kangaroo.

我想我的宠物需要补充. What have you got?

The real question is, what don’t we carry? We’ve got supplements for everything from dental health to mental health and anything in between — probiotics, digestive aids, multivitamins, 联合健康支持, omega-3, immune support, 泌尿道健康, 保护跳蚤和蜱虫等等.

我要给我的狗理发. 你们有美容用品吗?

Oh boy. Remember when your mom gave you a bowl cut as a kid? We carry maintenance grooming supplies like shampoos, conditioners, combs, brushes and nail clippers. Plus we offer professional grooming, which is a lot less likely to end in tears. 找到离你最近的地点 here 预约.

How do you decide where to source products?

Our number one priority is finding vendors whose products we believe in. To us, that means they have to be products we’d be thrilled to give our own pets, or they’re a no-go. 目前,我们的来源可信的地区,如美国,加拿大,澳大利亚和新西兰. We have a variety of toys made in the USA, as well as from other countries.

我在考虑养只宠物. Do you sell them?

Nope, but can we interest you in a rescue? 我们喜欢主持救援 events at our stores, 你可以查看活动页面,寻找任何即将到来的结交终身朋友的机会.

What’s going on with the FDA and grain-free diets?

FDA正在研究无谷物饮食和犬扩张型心肌病之间的潜在联系. The study is ongoing and there is no confirmation. Here’s 你应该知道的最新消息. We will continue to update with new information.

 

I’m so excited, when will my order arrive?

And we’re excited to get it to you, so we try to ship your order out within 24 hours of receiving it. 在大多数情况下,货物会在订单下达后3-5个工作日内到达. Some non-food orders may take from 5-10 days. As usual, order estimates can vary slightly due to carrier shipping practices, delivery location and the items you order. Products may be delivered in separate shipments. 如果你在临近假期的时候订货, keep in mind that you’ll have to allow for a few extra days since our warehouses are closed on News Years day, Memorial Day, July 4th, Labor Day, 感恩节和圣诞节.

Help, I need to change or cancel my order.

所以记住我们说过的,尽量在收到订单后24小时内发货? That means your window to change or cancel is small, but we’re always happy to help. We can’t guarantee that we will be able to cancel the order, but contact us as quickly as possible and our customer service representatives will do what they can to assist. If it’s an Autoship order, the good news is that you can make changes at any time. 但是记得要提前做, 因为我们不能保证在你们预定发货日期后24小时内开始更改.

我的订单记录在哪里?

That’s easy. Just log into your account and click on Orders.

我在网上疯狂购物. How can I pay you?

Plastic works — we accept all major forms of credit cards.

What about sales tax?

That depends on where your order is headed. 运送到CA, CO, DC, IL, MA, MD, ME, NH, NY, TX和VA的物品需缴纳销售税. Any applicable tax will be applied to the price you pay for taxable items, 减少任何额外的节省.

运费是多少?

We offer FREE shipping for orders over $49. For all other orders, we charge a flat $5.95 shipping fee.

这不是我需要的. 你们的退货政策是什么?

我们明白了,事情就发生了. Sometimes the harness turns out to be a size too small or the dry food arrives right after your vet says no more kibble. No matter what, we want you and your pet to be happy. 这就是为什么我们接受大多数未开封、带标签的商品在购买后30天内退货. We do need a copy of your order confirmation to help process a return. For special guidelines, please review our full return policy here. We’ll make sure your refund is issued in the original form of payment.

我得把这个寄回去. What’s the easiest way to return or exchange?

如果你要回去的话, just stop on by your nearest Loyal Companion’s location with a copy of your original order confirmation and we’ll take care of it. 不要住在商店附近? Contact us and our customer service representatives will help you set up a mail-in return. Just allows 7-10 business days for us to process it after we receive it. 对于交换,我们目前只能在商店中进行(但我们正在努力)。.

What’s Autoship?

If you like being prepared, you’re going to love this. Autoship可以让您预先安排您最喜欢的产品交付,因为您经常需要它们. You’re always in complete control and can change your delivery frequency, quantity, 您的帐户的“管理自动发货”部分中的发货地址和账单地址. You can even pause or skip an order when you’re out of town. 取消订单也很容易, but definitely do it in advance 因为我们不能保证在你们预定发货日期后24小时内开始更改. 就像普通订单一样,你会在每一个订单准备好发货前收到一封提醒邮件.

自动化船听起来不错. 我怎样下单?

It’s pretty simple. Select the “subscribe” option and the frequency you want to have the product delivered in either the shopping cart or on the product page. 那就像平常一样退房吧. 在您的第一个订单之后,您可以在您的“管理自动发货”部分中管理多个订单 Account.

如果我下订单之后才开始打折呢?

产品价格将自动更新到我们的最佳价格在您的订单7天内. If it’s on sale, you’ll get the new price. 

我可以更改订阅订单吗?

您可以调整下一个订单日期,频率和数量最多24小时前发货. You can also easily add products to your upcoming subscription on a one-time basis or as a recurring order as often as you’d like. Swap products without having to pause or cancel your current subscription.

Huh, the price on my Autoship product went up. What’s that about?

Sometimes manufacturers change prices, which means we have to update our prices too. So even if you’ve set up your Autoship order for a product at one price, 新的价格仍然适用. It’s a bit of a bummer, but it’s out of our hands. We always try to do right by our customers, but if you need to, you can cancel or update your Autoship orders at any time.

A product on my Autoship order got discontinued but I still really, really want it. What now?

It’s the worst when a product you depend on goes away. 虽然我们不能把它带回来,但我们可以帮你找到一个你同样喜欢(或者更好)的。. Contact us and customer service representatives will be happy to help out.

Setting up an account to be able to do Autoship orders sounds like work. Do I have to?

It’s actually really easy, and think of all the time it will save you on ordering. But yeah, sorry, you have to set up an account.

我可以更改订阅订单吗?

您可以调整下一个订单日期,频率和数量最多24小时前发货. You can also easily add products to your upcoming subscription on a one-time basis or as a recurring order as often as you’d like. Swap products without having to pause or cancel your current subscription.

您的所有政策航运,退款,交换和返还Autoship相同?

Yup, the exact same. 如果你需要更多的细节,看看我们的 policies page.

我做Autoship有折扣吗?

很多时候,是的. Most Autoship products receive a first order discount of 35% and a 5% discount on all other orders (ka-ching, 这可省了不少钱). 要找到符合这些折扣条件的商品,请寻找带有自动托运和保存选项的商品. Items that are not eligible for these discounts will simply say Autoship. Autoship discounts do not apply to all products and may not be combined with some other coupons or discounts. 35%的折扣自动适用于您的第一次,合格的自动代购. 最高折扣金额为$50.

你的优惠券是怎么用的?

In store, it’s pretty standard — you give the coupon to the cashier, you get a discount, we keep the coupon. If the coupon is digital, just show it to the cashier. 在线折扣, 在购物车结帐页面的促销码框中输入折扣码.

Coupons are valid on in-stock merchandise only, and offers can’t be combined together or with other promotions. ,除非另有说明, Loyal Companion’s coupons are not valid on Orijen, Acana或Fromm产品, grooming services, 或礼品卡购买.

我做Autoship有折扣吗?

很多时候,是的. Most Autoship products receive a first order discount of 30% and a 5% discount on all other orders (ka-ching, 这可省了不少钱). 要找到符合这些折扣条件的商品,请寻找带有自动托运和保存选项的商品. Items that are not eligible for these discounts will simply say Autoship. Autoship discounts do not apply to all products and can not be combined with any other coupons or discounts. 

什么是健康通行证?

Wellness Pass is our FREE rewards program, which offers unprecedented benefits to members including free bags of food and 5% back in rewards all year long on everything you buy.

健康通票免费吗??

Yes, it’s free to join and participate in Wellness Pass.

健康通行证是如何运作的?

Enrolled members earn 1 point per dollar spent on all products and services (a few exclusions apply, see below). 每达到200分, 您将通过电子邮件收到10美元的奖励券,用于您选择的未来购买. 2021年1月开始, once you reach 600 points in a calendar year, you will receive a $50 voucher for free food instead of the usual $10 reward at that point threshold. Maximum of three free food vouchers per calendar year and points accumulated to a free bag will reset at the end of the calendar year.

会员将获得基于200分增量的奖励,如下例所示:
Month 1: Member earns 200 points = $10 reward voucher
Month 2: Member earns 200 points = $10 reward voucher
第三个月:会员积分200分(合计600分)=免费解锁包(50元免费餐券)

Can my free bag vouchers be used on any food brand?

Yes! Free food vouchers can be used on the pet food of your choice (any brand, 任何种类的食物,包括袋装食物, cans, cases, wet, raw, freeze-dried, 《爱博APP下载》——选择权在你!).

I’m a member of the current loyalty program. Do I need to re-enroll in order to take part in the free bag benefits?

No, you are all set. If you are currently enrolled in the rewards program you will automatically start to receive your free bag benefits. Please be sure we have your correct email address on file, so you get credit for your purchases and receive your rewards.

我不是现在的忠诚计划会员. How do I join?

参加该计划是免费的. 要注册,请填写 网上报名表格 or ask an in-store Team Member to sign you up. 您需要提供您的姓、名、电话号码和有效的电子邮件地址. Your email address will be used to ensure you get points for your purchases, and all reward vouchers will be sent to you at that email address.

Do I earn points for grooming and other services?

Yes, 你可以通过打扮获得积分, as well as all other services including self-wash, 和兽医服务. 服务因地点而异.

Do I earn points for both my online and in-store purchases?

Yes, you earn points on all purchases in-store and online made after enrollment as long as you provide the email address that was used when signing up for your rewards membership during checkout. You can also earn points at any store location. Check the 店址页面 去发现我们所有的位置. Additionally, 所有在线购买都可以获得积分, 取店内订单, curbside pickup purchases and same day delivery purchases.

Are there any items that do not earn points?

There are a few items that are not considered a qualifying purchase and therefore will not earn points. 这些都是礼品卡, shopping bags, donations, tips, tax, shipping and the purchase amount made with a reward voucher or free food voucher. 员工交易不赚取积分. 此外,在会员注册奖励计划之前的任何消费都不会获得积分.

Do my points expire?

Points will expire after 13 months of member inactivity. Member activity is defined as a purchase, return, or customer service adjustment. 免费包券的积分将于每历年年底重新计算. A calendar year is defined as transactions between January 1 and December 31. Reward vouchers and free food vouchers expire 3 months after issuance.

I made a purchase but didn’t get points, can you add that purchase to my account?

You may contact Rewards Customer Service at 866-368-0727 or email loyalcompanion@membersrvc.com 提交交易收据,以便将丢失的积分存入您的账户.

How do I get my reward vouchers and free bags?

所有奖励都通过电子邮件发送. If your point balance at the end of the month is 200 or more, 奖励凭证将自动电子邮件到您下个月的15日. (For example, 如果你在5月份达到200点, you will be emailed a $10 reward voucher by the 15th of June). If your cumulative point balance for the calendar year has reached 600, a $50 free food voucher will be emailed to you automatically by the 15th of the following month instead of the usual $10 reward.

How much can I earn in reward vouchers and free bags?

For every 200 points earned, you receive a $10 reward voucher. A maximum of $150 in rewards will be issued each month and any remaining points will carry over to the next month. For every 600 points earned in a calendar year, you receive a $50 voucher for free food instead of the normal $10 reward voucher at that point threshold. Maximum of three free food vouchers per calendar year.

If I don’t earn a reward voucher, do my points carry over to the next month?

Yes, point balances carry over into the next month. However, if you do not shop within 13 months your points will expire. 免费包券的积分将于每历年年底重新计算. A calendar year is defined as transactions between January 1 and December 31.

How do I use a reward voucher or free bag voucher?

You can redeem your rewards in-store or online. To redeem in store, 把你的凭证给团队成员看,或者让他们在系统里帮你查一下. To redeem online, enter the voucher number in the “Promo code, reward voucher or gift card” field on the checkout page. Please note, however, that rewards cannot be used for Autoship orders at this time.

Can I redeem a reward voucher or a free bag voucher on an Autoship order?

对不起,现在没有.

Can I redeem a reward voucher and a free bag voucher on the same purchase?

Yes, you can redeem both in the same purchase.

Do my reward vouchers or free bag vouchers expire?

Vouchers will expire 3 months from the date they are issued. See expiration date listed on the voucher or ask a Team Member for assistance.

Do I have to use the entire amount of the reward in a single purchase?

No, you can redeem your vouchers across several purchases if you’d like. For example, if you have a $20 reward voucher and make a purchase for $14.76, your reward voucher would have a residual value of $5.24 that can be used on a future purchase prior to the voucher’s expiration date.

What happens if I reach the maximum of three free bags per calendar year?

If you reach the maximum of three free food vouchers per calendar year, then you resume your regular earning ($10 reward voucher for every 200 points).

如何联系客服?

For rewards-related questions, please call 866-368-0727. Rewards Customer Service hours are Monday-Friday from 8 am to 8 pm CT. 你也可以发邮件给我们 loyalcompanion@membersrvc.com.

我如何取消我的奖励会员?

致电奖赏客户服务部 866-368-0727 取消您的奖励会员资格. Cancellation may take 10 business days to finalize.

I have two accounts; can they be combined into one?

Yes, we can combine your multiple accounts if both accounts belong to you. We will need you to verify the phone number and email address associated with each, 以及其他信息. 致电奖赏客户服务部 866-368-0727 to combine accounts.

我是在网上付款还是在实体店付款?

Products are paid for online at the time of placing the order. 您将收到订单确认邮件,您将需要提货验证.

我如何支付BOPIS订单?

All the same payment options (major credit cards, Apple Pay, Paypal etc.)可于即日起接受网上订购的商店内,以网上购买方式取货, 包括礼品卡和奖券.

如何选择取货地点?

The customer will be able to see which stores have products available at that time. The customer chooses the store that is most convenient to them from that list.

Can products be picked up at multiple stores?

No. At this time ALL products in a single order must be at the same store. If, products are only available at different stores, you can place two orders (one for each store) or have products shipped home.

What is the discount for Buy Online Pick Up in Store?

All buy online orders receive 10% discount on products. Discount may not be combined with some other offers or coupons.

我怎样才能知道我点的菜是否准备好了?

You will receive an email when your order is ready.

订单的有效期是多久?

Orders will be held for 48 hours from order date. Customer will receive “order ready for pick up email” when the order is ready. If order is not picked up within 48 hours, 产品被退回货架, and money is refunded to customers original form of payment online.

我怎么取我点的菜?

请携带您的订单确认邮件(不是接收邮件)来确认您的购买. You may pick up in store at the designated location or call ahead to the store for curbside pick up.

我怎样才能退货?

Bring products back to the store with the order confirmation. We will process returns according to return policies. Refunds will be issued to original form of payment or back to a gift card.

Are Buy Online, Pick Up in Store orders eligible for reward points?

Yes, earn rewards on all purchases, plus an extra 10% off your pick up items. 您可以在网站上兑换您的奖励券,在商店订单中在线购买提货.

Can I set up recurring orders for Pick Up In Store?

Not at this time. Recurring orders can conveniently be set up with our Autoship program, 把产品直接送到你家门口. 第一次订购可获得30%的折扣,未来大部分发货可获得10%的折扣,所有购买均可获得积分奖励.

How do I return?

It may take up to 7 business days for refund to post to your credit card account.