FAQs

There are no limits on the number of orders per month for your organization.

Each organization will have an admin account and up to two additional accounts.

You may add multiple shipping addresses during your initial application process. If after the initial setup process you would like to add an additional address, you may do so by emailing the address to sheltercustomerservice@purina.nestle.com. Once the address is approved, you will see it under My Account. (Please note: all shipments should go to a manned location only. If a shipment is unable to be received by your organization, or if shipment is rerouted during delivery, your organization will be responsible for any additional shipping charges.)

As a valued partner, we will provide you with adopter recommendation cards shortly after your first order. If you need more at any time please send an email to sheltercustomerservice@purina.nestle.com with your request.

The ordering process is quick and easy. Just log in to your Purina Shelter and Rescue Champions account. Upon login you will be taken to our account page. Click the “Shop” tab, start selecting the products you wish to order, and complete the checkout process. Please make sure you bookmark this link for future use. Since this is an exclusive program, the ability to login is not accessible from our public facing site.

Each organization will have an admin account and up to two additional accounts which can all order for your organization.

All orders must be paid for by credit card. We currently accept American Express, MasterCard, and Visa.

Orders should be placed 5-7 days in advance of when you need the order to be delivered.

There are no limits on the number of orders per month for your organization.

There are no minimum purchase requirements.

Purina produces products at multiple plant locations and each plant produces only one type of product. If you ordered dry food or wet food you will receive 2 different shipments as each is produced at a different plant. You will also receive a separate shipment for marketing materials.

Once an order is placed it cannot be changed.

Please contact our customer service team by email at sheltercustomerservice@purina.nestle.com. Please provide the order number and the number of items not received. We are available Monday through Friday, 8am to 4:30 pm CST.

You can reach our customer service team by email at sheltercustomerservice@purina.nestle.com . We are available Monday through Friday, 8am to 4:30 pm CST.

Typically your order will arrive in 5-7 business days from when the order is placed. You will receive a shipping confirmation notice once the order is on its way. If it does not arrive within 5 days of the shipping confirmation email please contact us at sheltercustomerservice@purina.nestle.com Please note tracking may not be available until 24 hours after the shipment has left the plant.

For quality assurance purposes our products are produced at different plant locations. Each product grouping will ship separately and may arrive on different days. If you are missing product from the same category (for example you received dry dog food but are missing dry cat food) please contact us at sheltercustomerservice@purina.nestle.com

Please contact our customer service team by email at sheltercustomerservice@purina.nestle.com

Orders typically ship via Ground carrier 5-7 days from the date of the order.

Most orders can be tracked by viewing the order under Account-My Orders. Next click on View Order, scroll down past the billing address and next to “Items Ordered” you should see track your order. Once clicked, a pop up box will open up showing you a tracking number and a link to the carrier’s website. If your order is showing that it shipped but you do not see track your order next to “Items Ordered” or if there is no tracking number in the pop up box please contact us at sheltercustomerservice@purina.nestle.com

To ship to an address that is not on file you must first get the address approved and added to your account. Please send an email to sheltercustomerservice@purina.nestle.com with the address information. Once approved, the address will be added to your account and appear in the dropdown box during checkout. (Please note: all shipments should go to a manned location only. If a shipment is unable to be received by your organization, or if shipment is rerouted during delivery, your organization will be responsible for any additional shipping charges.)

To request a product for ordering, please contact our customer service team at sheltercustomerservice@purina.nestle.com and your request will be reviewed for future consideration.

Please call our Purina Veterinary Resource Center at 1-800-879-1266 from 8 am to 4:30 pm CST.

Part of our commitment to our Purina Shelter and Recuse Champion partners includes providing marketing and educational support to help in our shared mission to find more pets their forever homes. To access these exclusive tools click on the Marketing Materials tab at the top of the page Marketing Materials where you can order your free marketing materials and refillable Pro Plan sample bags to share with your adopters. We will add new items periodically, so be sure to bookmark this page and visit regularly for new information.

Please contact customer service at sheltercustomerservice@purina.nestle.com for help with general questions about ordering marketing materials. We are available Monday through Friday, 8am to 4:30 pm CST.

Your email address can be changed by going to the “Account” icon at the top of the homepage and clicking the edit button beside Contact Information. Please remember that your email address is also your login. Once you sign out of your account you will need to use your new email address to sign in going forward.

If you have forgotten your password, please use our password reset tool located below the login. If you have lost or forgotten your username, please contact our customer service team at sheltercustomerservice@purina.nestle.com

The contact and shipping information that you enter on your initial application will be set up as your default account information. To make any changes to this information, or add additional information, you can email sheltercustomerservice@purina.nestle.com and request the change.

As a member of the Purina Shelter and Rescue Champions program, we have requested that you ask your adopters if they would like to opt in to receive communications from Purina. We provide a secure process to submit your adopter data. Log in to your account and click on the Submit Adopter Data at the top of the page or you can go to Account-Submit Adopter Data to upload your file Submit Adopter Data. Your file should contain the following columns: date of adoption, adopter first name, adopter last name, email address, zip code of adopter, and species of animal adopted. Your file must be saved as CSV only. Please upload your adopter data on or around the 1st and 15th of each month.

Please reach out to sheltercustomerservice@purina.nestle.com with any questions about your account, orders, marketing materials or submitting adopter data. We are available Monday through Friday, 8am to 4:30 pm CST.