Wag.com > Help Center  > Ordering
Ordering
Email Us
customercare@wag.com
Call Us
United States: 1-866-SHOP-WAG
(1-866-746-7924)
International: (856) 537-6049
Contact Us
24 hours a day, 7 days a week
VetSource, Inc. Licensed pharmacy in all 50 states.

Where Can I Get Assistance if I Am a New Customer?

Ordering is simple and easy. You can order 24/7 on our website at www.wag.com or by calling us at 1-866-SHOP-WAG (1-866-746-7924) or (856) 537-6049 24 hours a day, 7 days a week.

If you wish to place an order via the website, you can browse for products on both the left and top navigation bars on virtually all web pages. Alternatively, you can enter search terms in the "PRODUCT SEARCH" space on the top navigation bar, also on all of our web pages.

Once you would like to purchase a specific product, you enter the quantity and add it to your shopping cart by clicking the "Add to Cart" button. If you have not created an account or logged in during this session, you will then be prompted to do so in order for us to determine whether you are a new or existing customer and then apply any new customer discounts or existing credits you have in your account to your order.

You will then be taken to the shopping cart screen where you can enter any promotion or Refer-A-Friend codes or discounts, continue shopping or click on "Proceed to Checkout."

During the Checkout process, you will simply need to enter your shipping address, credit card information (via a secure payment process) and confirm your order. And you're done-all set to receive your order within 2 business days!

Availability

We try to ensure the products listed on our site are always in stock so we can ship them the same or next business day. In the rare circumstance where a product is not in stock, we will let you know when it will be available to ship on the product page.

International customers: Products eligible for international shipping may vary depending on the delivery address for your order. To shop for items that are eligible for international shipping, use the "ships global" filter on the left side of our product pages, and add items to your cart. Learn more.

Canceling or Changing an Order

Once you place an order, you can log into your account, click on "My Account" and check the status of your order. You can cancel your order and obtain a refund at any time BEFORE we process the order to our warehouse. After we have processed the order, however, we unfortunately cannot cancel it. Note that we usually process the day's orders every evening but in many instances we also process orders at approximately 12PM Eastern Time as well.

In order to change an order after you have placed it, you must first cancel your order and then place a new order.

Payment Methods We Accept

We accept American Express, Visa, MasterCard, Discover, and Paypal. Additionally, Refer-A-Friend earned credits, gift cards (from any of our Familyhood sites), and other account credits from any prior returns or refunds are also acceptable forms of payment.

You can also use Amazon Payments, which allows purchases using saved address and payment information from your Amazon.com account.

NOTE: Paypal and Amazon Payments are not currently available on Baby Registry, AutoShip, or Sample Society. Paypal and Amazon Payments are not available for purchasing gift cards.

All prices are shown and charged in U.S. dollars.

Order Confirmations/Order Status

Immediately after your order is placed, you can access "Order Status" by clicking on "My Account" at the top of the screen. The order status will be listed as "Order Received". You are also sent a confirmation e-mail at the same time. If the order is not visible in your account and you have not received an e-mail, we did not receive your order and there was no charge to your card. You can re-enter that order.

When we process your order, the order status changes to "Order Processed" and when shipped, "Order Shipped".

When will I be charged?

We wait to charge your credit card for items until they ship. If your order includes a preorder item or is arriving in separate shipments, it may appear as multiple payments on your card. In these instances, the total amount charged should add up to the amount displayed when you placed your order.

Why Do I See Multiple Charges for Different Amounts?

Even though you placed a single order on our website, your purchase may be split into multiple shipments. Because we charge for items when they are shipped, this may result in multiple charges; however, the total amount charged should add up to the amount displayed when you placed your order. We stock items at several different warehouses around the country. When the items you ordered are in stock at only one warehouse, we may send your order in separate shipments to make sure you get your items as quickly as possible.