What is AutoShip?

AutoShip is the most convenient way to get the products you want on a regular schedule. Choose from a range of eligible products and based on your desired frequency, your products will automatically be shipped to you or be ready for pick-up at a selected participating store. The service is easy to use and customizable, so you can make changes to fit your needs. Just tell us how often you want your products, and whether you would like them shipped or available for pick-up, and we’ll take care of the rest. With AutoShip, you can change your delivery frequency, next order date, or skip an order up to 24 hours before the scheduled order date.

How do I enroll in AutoShip?

Joining AutoShip is easy! Find your desired AutoShip eligible products and add them to cart. Eligible products have an AutoShip logo visible on the product page and in the shopping cart. In the cart, you will be prompted to choose between Pick Up In-Store and Ship To Me. Then, simply select the AutoShip option for your desired products when reviewing your order. Finally, select your preferred order frequency and check out as normal. You must be logged in or create an online account in order to proceed to checkout.

What will happen after I join AutoShip?

After you join, you will receive an email confirming your enrollment. We will then place your AutoShip orders automatically according to your selected frequency, and you will only be billed once the order is shipped or picked up in-store. We will send you an email reminder 5 days before each AutoShip order, and you can make changes to upcoming orders up to 24 hours before the order date. You will also receive email notifications regarding other important information related to your AutoShip account, such as, if your item is discontinued or out of stock, if you cancel your enrollment, and order confirmations. Prices of items in the AutoShip program are subject to change. We cannot guarantee certain prices for AutoShip orders. The amount you will be charged for items in your AutoShip order will be the price as stated in your reminder email 5 days prior to the scheduled order date or lower, if the price of the item is lower on the website on the order placement date.

How will I know my AutoShip order is on its way or ready for pick-up?

You will receive an email reminder 5 days before your next order. Changes to an upcoming order (such as skipping or changing the date of your order) must be made at least 24 hours before the scheduled order date. Then, you will either receive a shipping confirmation on the day your order is shipped, or a ready for pick-up email once your selected store has prepared your order for pick-up.

What happens if an AutoShip item is out of stock?

Unfortunately, items will go out of stock from time to time. If one or more items in an upcoming AutoShip order is out of stock we will send you an email letting you know. Any remaining items in your order that are in stock will be fulfilled. An order with out of stock items will remain open as we continue to fulfil the order for up to 30 days. If the item does not become available within 30 days, or before your next AutoShip order for that item, we will cancel the order.

How do I redeem a free food reward?

For members of the Your Rewards Program, all purchases of participating brands, including through AutoShip orders, qualify towards your free food rewards. Rewards are redeemable in-store only, cannot be redeemed as part of an AutoShip order, and cannot be combined with other offers. To redeem your rewards, you may skip your next AutoShip order and visit a participating store to pick-up your items. Learn more about the Your Rewards Program.

Can I apply a coupon or promo code to my upcoming AutoShip order?

Online promo codes can only be used for one-time orders or on your first AutoShip order, at the time of placing the order. Promo codes cannot be used towards upcoming scheduled AutoShip orders. You can skip an order to take advantage of an online or in-store promotion. If you have an AutoShip order for store pick-up and an in-store coupon, please present it to an Animal Care Expert when you arrive to collect your order.

How do I make changes to my AutoShip orders?

Once you’ve joined, AutoShip is easy to manage. Your AutoShip enrolment and upcoming orders can be managed in your account settings. You can change your next order date, skip an order, change your selected frequency, change your payment method, or cancel your enrolment by visiting the AutoShip section in your account. In order to be effective, changes to an upcoming order (such as skipping or changing the date of your order) must be made at least 24 hours before the scheduled order date. For all other modifications, please allow up to 24 hours for them to be processed. Once you’ve started your AutoShip enrolment, you will not be able to change your fulfilment type, shipping address or store pick-up location. If you would like to make any of these changes, you can cancel your enrolment and create a new AutoShip order with your desired fulfilment details.

Can I change my order frequency?

Yes. To modify the order frequency for an AutoShip item, visit the “AutoShip” tab within the “My Account” page. The current order frequency is displayed next to each AutoShip item in a dropdown menu. To change the order frequency, simply click the frequency dropdown for the item you would like to modify and select your new desired frequency. Please allow up to 24 hours for modifications to be processed.

How do I change the date of my next order?

To change the date of your next order visit the “AutoShip Subscriptions” section on the “My Account” page and select the “Change Date” button for the order you want to update, then select a new date from the calendar that appears. This will change the order date for the next order you are expected to receive. If an AutoShip order contains multiple items and you would only like to change the order date of a single item, remove that item from the order by selecting the “Remove Item From Order” button. The items will now display as two separate orders and you can now change the order dates for each one.

What if I want to skip an order?

To skip an AutoShip order, visit the “AutoShip” tab within the “My Account” page at least 24 hours before the scheduled order date and click the “Skip Order” button. Your next order, following the one you’ve skipped, will not be affected and will remain scheduled at the next interval based on your selected frequency.

How do I cancel my AutoShip enrollment?

You may cancel your AutoShip enrollment at any time. Visit the “AutoShip” tab within the “My Account” page and simply click “Cancel AutoShip” below the frequency dropdown. You will be prompted to confirm this action and then your enrollment will be cancelled. You will receive an email notification confirming this action. Any scheduled orders within 24 hours of cancellation will still be placed and orders cannot be cancelled after they have shipped. However, they may be returned through our normal return process. For information on our returns policy, please view our Shipping and Returns page or call us at 1-800-738-8258 Monday-Saturday: 8am to 10pm ET, Sunday: 8am to 8pm ET.

How do I update payment information?

You will receive an email notification if your credit card information is expired. To update your payment information, please visit the “AutoShip” tab within the “My Account” page and click “Change Billing” below the billing section of your AutoShip order. Please allow up to 24 hours for modifications to be processed.

How do I combine items into one order?

By default, orders scheduled on the same day with the same payment method and shipping address or pick-up store will be combined into one order. If you have more than one AutoShip item and want the items to be combined in the same order, simply visit the “AutoShip” tab within the “My Account” page and change the next order dates to reflect your desired date. You should confirm the orders are going to the same shipping address or pick-up store. Please allow up to 24 hours for modifications to be processed.

What is the AutoShip Discount Offer? 

Starting May 1, 2025, when you sign up for a new AutoShip subscription, you'll enjoy savings on your first order and all future recurring orders. Discounts vary based on your delivery method—In-Store Pick Up or Ship-to-Home. 

What discount do I get if I choose In-Store Pick Up? 

The 5% recurring discount remains active as long as your AutoShip subscription is active with In-Store Pick Up selected. 

What discount do I get if I choose Ship-to-Home? 

The discount continues as long as your AutoShip subscription remains active with Ship-to-Home selected. 

I already have an AutoShip subscription. Do I still get the discount?

Yes! If your AutoShip subscription is active, a 5% discount will automatically apply to all recurring orders—no action needed. 

How are discounts applied? 

 Will I be notified before my order is shipped or ready for pick-up? 

Yes! You’ll receive an email about 5 days before your AutoShip order is scheduled. This email will include: 

 What happens if I change my delivery method?

Your discount is tied to your selected delivery method (In-Store Pick Up or Ship-to-Home). Changing it may affect your discount eligibility. 

Is this offer transferable or redeemable for cash?

No. This offer is non-transferable and has no cash or credit value. 

Can the terms of this offer change?

Yes. Pet Valu Canada Inc. reserves the right to change or cancel the offer at any time without notice. Always check the AutoShip Discount Offer Terms & Conditions for the latest details.