Pharmacy Frequently Asked Questions

 

The Pharmacy at PetSmart

What is The Pharmacy at PetSmart?

PetSmart customers may place online orders for prescription medications for their pets through PetSmart’s pharmacy site.

Allivet Pharmacy fulfills all prescription medications found at petsmart.com. Allivet is fully- licensed to distribute pharmaceuticals in all states.

Prescription pet medications require an active prescription issued by a veterinarian in the previous 12 months.

What information is obtained and shared in relation to a purchase of prescription pet medications?

By ordering prescription pet medications on petsmart.com, you agree that PetSmart and Allivet Pharmacy may obtain and share between them information regarding you and your pet. Such information may include, but is not limited to: your name, e-mail address, payment information, shipping address and telephone number, as well as your pet’s name, gender, age, breed type, weight, dietary restrictions, order and prescription information and veterinarian’s name and contact information.


Prescription Orders

Do prescription medications require my vet’s authorization?

Yes, all prescription items require vet authorization. We will attempt to contact your vet for up to 6 days and keep your order open for 25 days.

How do I place a prescription order?

Add the prescribed item to your cart, then click through to checkout. During checkout, you’ll be asked to add information about your pet and veterinarian so we may contact them on your behalf.
You can also mail your prescription to:


Allivet - Rx
14540 NW 60th Avenue
Miami Lakes, FL 33014

Do I need a PetSmart account to order prescription items?

While creating a PetSmart account helps expedite the checkout process by saving your pet's information for future orders, it is optional. Guest checkout orders are also accepted.

How can I tell which products need a prescription for purchase?

All prescription items are marked with an "Rx" logo next to the product on the product page.

Why do I need to provide my pet’s health information to purchase a prescription?

Your pet’s safety is our top priority. When fulfilling any pet prescription, we are required by law to know your pet's medical history, weight, breed, age and allergies.

Can I order other prescription items for additional pets?

Yes. In this case, simply create new pet profiles for each pet. To help prevent order delays, please verify you have the right pet profile matched to the prescription item.

I placed my prescription order. What’s next?

We’ll contact your vet to directly request your pet’s prescription. If your email address is on file, you’ll receive order updates via email each time we reach out to your vet. You’ll receive a follow-up email to confirm your prescription has been received.

If I mail in my prescription, how long does it take to process?

Mail-in prescriptions are typically processed within 24-48 hours after they are received.

After the pharmacy receives my prescription, how long does it take to approve?

After we receive your prescription, it’s processed within 24 hours.

Are prescription items valid for Treats points?

Yes. Sign in to your Treats account at checkout to ensure your purchase is applied.

Is Allivet Pharmacy licensed?

Allivet Pharmacy is licensed to dispense pet prescription drugs and is duly authorized to ship prescription medications to all states.

For which types of animals does Allivet Pharmacy offer prescription support and services?

The Pharmacy at PetSmart fulfilled by Allivet offers prescription support and services for domestic pets, mainly cats and dogs as well as livestock.


Refills & Autoship

How do I order prescription refills?

Automatic refills can be fulfilled when you schedule repeat delivery with our Autoship option. For medications, you can view and order refills for prescriptions previously ordered on PetSmart.com by signing in to your account.

How do I order a pet pharmacy item on Autoship?

To enroll in Autoship, you will need an active vet prescription within the last 12 months to order pet pharmacy items. Once you've found your pet's prescription, click the Autoship shipping option on the product page to select the shipment schedule you want. It will then prompt you to fill out your pet and vet information.

Do I need to have open prescription refills to use Autoship?

Yes. To prevent shipping delays, open refills should be available on your pet's prescription.

What happens if my pet's prescription runs out of refills or expires while on Autoship?

If you’re low on refills and use Autoship, we recommend reaching out to your vet to avoid potential delays on upcoming shipments. While on Autoship, to avoid any delays the customer should proactively reach out to the vet if they are running out of refills. Regardless, we will always reach out to your vet for approval of additional refills. If your vet approves additional refills, you’ll receive an email shipping notification. If your vet does not approve, you will receive an order denial notice via email. If your order is denied because your vet declined approval, you may need to contact your vet directly. Prescriptions, including refills, are fulfilled by Allivet Pharmacy in partnership with PetSmart.


Mail-In Prescriptions

Can I mail in my pet’s prescription?

Mail-in prescriptions are optional but can be done. Find your pet's prescription and add it to cart. When prompted, select mail-in as your preferred prescription verification method. After placing your online order, mail your prescription to:


Allivet - Rx
14540 NW 60th Avenue
Miami Lakes, FL 33014


Post Purchase

Who do I contact if my pet has a negative reaction to the medication?

Contact your veterinarian immediately if your pet has a negative reaction to the medication.

Can I return prescription items?

Prescription items cannot be returned in-store or by mail. If there is an issue with your prescription order, please call PetSmart Customer Service at 1-888-839-9638.

Where can I find the expiration date for medication?

Expiration dates for medication are printed by the manufacturer on the bottle or box. They can also be found on the pharmacy's label. If you have any questions or concerns about the safety or expiration of your pet’s medication, please contact your vet. If you cannot confirm the validity of any medication, properly dispose of the product rather than risking the safety of your pet.

How do I properly dispose of leftover or expired medication?

Proper disposal is essential for the safety of other people, pets and our waterways. You can ask your vet about proper medication disposal or check out the FDA website on disposal of unused medicines.

What if I have questions about my prescription order?

For additional questions about prescriptions, call PetSmart Customer Service at 1-888-839-9638.