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Read moreFrequently Asked Questions
Quick answers about shopping at HardyPaw — pharmacy + everyday pet essentials.
On each prescription product page, you’ll be prompted to complete our Rx Pets & Vets form before the item can be added to your cart.
Choose how we’ll receive the prescription (contact your veterinarian, mail the original script, or use a refill on file), then enter your pet’s details
(and your clinic’s details if we’re contacting your vet). Once you click “Add to Cart,” you can check out. We’ll start processing the order after we receive veterinarian authorization.
Prescription approval typically takes 24–48 hours, but it can take longer depending on how quickly your veterinarian responds.
As a general guideline, allow 1–3 business days for vet authorization on average.
We offer pharmacy categories for dogs, cats, horses, and other species supported in checkout (select your pet type on the Rx form).
We carry pharmacy products across common needs like flea & tick, heartworm preventatives, allergies/antihistamines, arthritis pain & inflammation,
and additional specialty categories for horses and farm animals (including items like antibiotics and more).
Yes. We’re an NABP-authenticated pet pharmacy and store, and we focus on veterinary-approved care—supporting access to FDA-approved prescriptions
and helping reduce the risk of counterfeit products through trusted sourcing and pharmacist-backed dispensing.
No, only items that legally require a prescription need veterinarian authorization. Non‑Rx wellness and everyday products don’t.
Yes, if you select “HardyPaw contacts your vet” after adding add to cart and provide your veterinarian’s information, we’ll reach out to request authorization.
Yes, our store includes everyday pet essentials in addition to pharmacy items (multiple pet categories are available across the site).
When your order ships, we’ll send shipping confirmation details (and tracking when available). You can also check the order status by logging into your account.
Yes, subscription (auto-ship) is available for eligible items.
For subscription terms, please review our Terms of Service.
Auto-ship orders follow the same return eligibility rules as any other purchase. Returns depend on the item and our return policy.
See our Refund Policy.
Log in to your customer account → go to Subscriptions → select the subscription and choose Cancel subscription
(or update details like shipping address/payment method for future subscription orders).
No, there are no cancellation fees for auto-ship subscriptions.
No, only one promotional offer can be redeemed per order.
Yes, some items/brands/categories may be excluded. If a code doesn’t apply at checkout, that item may not be eligible.
No, promo codes can’t be applied to wholesale orders.
Please review our Terms of Service for promotional terms.
Because we’re NABP-authenticated and built around vet-approved care and safer sourcing—so you can shop knowing prescriptions and specialty pet care are backed by professional pharmacy standards and trusted manufacturers.
Yes, we operate as both: a pet pharmacy experience plus a broader pet store for everyday needs.
Prescriptions are processed through our licensed pharmacist as described in our pharmacy disclaimer (vet approval is required before dispensing/shipping).
Yes, reach our customer care team by phone or email during business hours.
We emphasize vet-approved access and trusted sourcing, supported by pharmacist-backed dispensing and manufacturer trust standards.
You have 30 days after receiving your item to request a return for non-prescription pet products. Items must be unused/unworn, in original packaging, and you’ll need proof of purchase.
Full details: Refund Policy.
Yes, prescription medications are not returnable (except in the case of a recall). We also don’t accept returns for sale items or gift cards, and certain other categories like vaccines/clothing may be non-returnable.
See Refund Policy.
No, regulations prohibit returns of prescription medications except for recalls. If you received the wrong or damaged Rx item, contact us promptly so we can help.
Email us to request a return. If approved, we’ll send instructions on how and where to ship it. Returns sent without requesting first won’t be accepted.
Yes, please contact us first for return authorization and instructions.
If your return is approved, we’ll confirm the correct return instructions and destination.
A restocking fee may apply depending on the item/condition, and the FAQ page notes that it can be 15% in some cases.
See Refund Policy.
Inspect your order on arrival and contact us immediately so we can make it right. For general order discrepancies, contact within 24 hours and don’t dispose of items unless instructed.
We offer multiple options:
Express: 1–2 business days
Priority: 2–4 business days
Ground: 4–8 business days
Express: 1–2 business days
Priority: 2–4 business days
Ground: 4–8 business days
Yes, shipping charges are calculated at checkout based on weight, dimensions, and destination.
Sometimes. Certain products may require extra shipping costs due to weight/dimensions; if additional shipping is required, the order may be held until we can contact you for approval.
Yes, but with restrictions:
• Refrigerated items cannot ship via ground
• Temperature-sensitive items may require express shipping, and some may ship separately to protect product integrity
• Refrigerated items cannot ship via ground
• Temperature-sensitive items may require express shipping, and some may ship separately to protect product integrity
Pet food shipping is based on weight/destination; ground delivery is typically 7–12 business days, and pet food cannot ship to P.O. Boxes.
Yes, we offer international shipping for eligible products, but:
• Delivery is typically 7–10 business days (can take up to 30 days)
• We do not ship pet food or prescriptions internationally
• Customers are responsible for import duties/taxes; customs delays are outside our control
• Delivery is typically 7–10 business days (can take up to 30 days)
• We do not ship pet food or prescriptions internationally
• Customers are responsible for import duties/taxes; customs delays are outside our control
Orders over $200 require a signature upon delivery.
There’s a promo for free standard (ground) shipping on prescription pharmacy orders over $49, but it excludes expedited shipping and does not include pet foods or temperature-sensitive items.
Contact us as soon as possible. For order discrepancies, reach out within 24 hours and don’t dispose of items unless instructed.
Contact customer care as soon as possible. If the order has already been processed for shipping, we may not be able to cancel it.
Also, orders using promo codes can’t be adjusted or canceled after placing them. See Terms of Service.
Yes, P.O. Box/APO/FPO orders must ship via USPS. If the order exceeds USPS limits, we may need an alternate address.
Non-prescription orders are processed within 24–48 business hours.
If we don’t receive the prescription after 10 business days, the order may be canceled.
Checkout and account data security is supported through Shopify’s security program (including controls like encryption and security measures).
We do not store your credit/debit card details. Payments are processed via secure payment processors, and card data isn’t accessible in full after entry.
We do not sell or rent your data. We only share what’s needed to process orders or comply with legal obligations (and service providers must protect it).
Log in via email code → go to Account information → edit your profile and addresses.
(Note: the login email address can’t be changed from the account page.)
Contact customer care immediately so we can help secure your account.
Contact us for more information!
Email: customercare@hardypaw.com | Phone: 1-800-862-8282 | Hours: Mon–Fri: 8:00am – 5:00pm (PST), Sat: 6:00am - 12:00pm (PST)
Email: customercare@hardypaw.com | Phone: 1-800-862-8282 | Hours: Mon–Fri: 8:00am – 5:00pm (PST), Sat: 6:00am - 12:00pm (PST)