When & how will my order be shipped?
Transit/delivery time depends on your location, so please plan for 1-2 business days for processing and 5-7 business days from shipment to delivery. Please also allow for shipping delays due to holidays and high-traffic shipping times with carriers.
Orders typically take 1-2 business day(s) to process and then ship via USPS (for orders less than 10 pounds) or FedEx (orders greater than 10 pounds) from our Kansas City warehouse. We advise our customers to allow 5-7 business days after your order has shipped to arrive, however, most shipments arrive sooner. After placing your order, you may click the "My Account" link to track the status of your order.
You will receive a shipment confirmation via email when your order has shipped and tracking information within 24-48 hours of shipment. If you have any concerns, please call our Care team at 877-698-3823.
Why do you need my vet’s information?
We believe that nutritional recommendations should be made by the veterinarians who have the educational background and specific knowledge of your pet. We use your veterinarian's name and clinic information to verify that the therapeutic diet you are purchasing is in line with your veterinarian's recommendations. A prescription is not required to order any of our lifestage diets or treats, however, we do require your veterinarian's name and clinic information to complete the order.
Do you offer faster shipping?
Please contact our Care Team at 877-698-3823 if you are in need of expedited shipping.
How much is shipping?
Shipping charges fluctuate based on the weight of your order and your shipping address. There is a $4.60 base charge for all orders, and then based on the weight of your order and the distance it needs to ship, it will increase from there.
Do you offer free shipping?
Yes! Orders over $125 (subtotal) qualify for free ground shipping. If you are placing your order online, this option auto-populates once your order qualifies, so be sure to choose it! The paid ground shipping is not faster than the free ground shipping.
We also offer an auto-ship program which drops the order minimum for free ground shipping down to $30.
What is auto-ship?
Set repeat orders to ship at any interval you specify (such as monthly, weekly, etc.). Auto-ship customers receive a 5% discount on all products, free ground shipping on any order with a subtotal over $30, and peace of mind that they aren’t going to run out of food or treats! Auto-ship subscriptions can be paused, adjusted, or cancelled at any time by contacting our Care Team at 877-698-3823.
My order was missing an item/had an incorrect item/never arrived. What do I do?
Please contact our Care Team at 877-698-3823. We will be able to help problem-solve and do deeper dives into tracking or order errors, and can arrange returns or replacement orders, as needed.
Some orders are broken into multiple boxes to keep the weight reasonable for shipping. If you have received all shipped packages but you are still missing an item, please give us a call and we will get the missing item shipped as soon as possible.
How do I change or cancel my order?
Please call our Care Team at 877-698-3823 as soon as possible. We will help you make any necessary adjustments to your order.
How do I return an item?
If you are not completely satisfied with a Rayne product, we will gladly replace the product or refund your money as long as it is within 90 days of your purchase.
Please contact our Care Team at 877-698-3823 for more information.
Do I have to pay sales tax?
We collect sales tax as directed by the state that the food is being shipped to. If your state typically collects taxes for other online shopping, then we will likely have to do the same.
I don’t see my state or country as an option for shipping. Why?
We are currently only able to ship directly to customers in the USA, excluding Alaska and Hawaii. If you are in Canada, please visit www.RayneCanada.ca or email email@example.com to learn more about how to purchase Rayne diets and treats.