Pet Supermarket © Rewards Terms and Conditions

Pet Supermarket© offers a Pet Supermarket© Loyalty Program (“Program”). Individuals enrolled in the Program agree to be bound to the terms and conditions listed below. The Program is void where prohibited by law.

1. Introduction

1.1. Membership: No purchase is necessary to obtain membership in the Program.

1.2. Eligibility: You must be age 18 years or older and a resident of the contiguous 48 states in the United States or the District of Columbia to be eligible for membership. Membership is limited to one account per household. By signing up for the Program, you agree that you are over the age of 18 and you agree to be bound by these terms and conditions.

1.3. Enrollment: To enroll in the Program, Members must provide their first name, last name, phone number, and email address either in store or online. It is the Member’s obligation to keep information in their Account up to date.

1.4. Member Information: Members can access and update their member information by visiting https://www.petsupermarket.com/vip-loyalty.html. Members are responsible for keeping their personal information on their Program membership account (“Account”) up to date by visiting the Website or by contacting Customer Service.

1.5. Cancellation: Members may cancel their Program membership at any time by sending an email to the customer assistance form: Customer Assistance. All accrued Points, Reward Dollars, and Dog Wash Credits will be lost if the membership expires or is canceled. The Program has no predetermined termination date and may continue until Pet Supermarket© elects to designate a program termination date. In the event of termination, any unredeemed rewards are forfeited.

1.6. Reservation of Rights: Pet Supermarket© reserves the right to change benefits in the Program, including adding or removing perks, modifying eligibility, or adjusting tier levels at any time in its sole discretion. Updated terms will be posted at https://www.petsupermarket.com/vip-terms-and-conditions/. Pet Supermarket© reserves the right to refuse to honor any Points, credits/awards, and/or other benefits if it suspects fraudulent or dishonest behavior.

2. Earning Points

2.1 Points Accumulation: Members earn points on most products purchased in-store or online. For in-store purchases, Member must provide the telephone number linked to the account before the transaction is concluded. For online purchases, Member must be signed in to their account before checkout. Points are earned based on the transaction subtotal after discounts and coupons and less excluded items (see 2.5).

2.2 Reward Certificates: For every 150 Points earned within a calendar year, a Member will be awarded a $5 Reward Certificate in the form of a credit for future purchases. The Reward Certificate will be credited to the Member’s Account and available within 48 hours after the order is completed, depending upon system availability.

2.2.1. Code. Each Reward Certificate will have a unique, one-time-use code (“Promo Code”) sent to the email on file for the account.

2.2.2. Redemption.

2.2.2.1. In-Store. Member must advise the cashier they intend to use a Reward Certificate; the cashier will locate it by logging into Member’s Account. If the store cannot connect to the server, Reward Certificate cannot be redeemed and will remain in the user’s account.

2.2.2.2. Online. At checkout, Member enters the Promo Code in the “Enter Promo Code” field and clicks Submit. Repeat to use multiple Reward Certificates.

2.2.2.3. Forfeiting Amount. Reward Certificates must be used in full. If redeemed for a transaction under $5, the remaining value is forfeited.

2.2.2.4. Points Reset. When Reward Certificates are issued, the Point Balance is reduced by 150. You may receive more than one Reward Certificate per transaction based on spend.

2.2.2.5. Expiration. Reward Certificates expire if not redeemed within three months and will be removed from the Account.

2.2.3. When Member Can Redeem Reward Certificates. Certificates can be redeemed in-store or online for eligible products. They cannot be redeemed for taxes, gift cards, license/adoption fees, trial-sized products, third-party pet care services (e.g., VIP Pet Care), gratuities, and other ineligible items. The list of ineligible items may be changed without notice.

2.3. Level Bonus Point System: Effective October 1, 2025, members who reach defined Levels (e.g., Gold Paw, Platinum Paw) may earn Bonus Points on designated brands and products. A list of these products is available at https://www.petsupermarket.com/vip-loyalty.html.

2.4. Points Awarded: Points will be credited to the Member’s account within 48 hours after the order is completed, depending on system availability. In-store when transaction is completed and paid; online when the order has shipped. If points are missed, contact Customer Service or visit the local store within 5 days with a receipt to request points; requests may be rejected if proof is not provided in time.

2.5. Exclusions: Points are not earned on taxes, ineligible items, gift cards, adoption fees, or third-party services (like VIP Pet Care). Points from different Accounts cannot be shared or combined. Rewards or level increases from a transaction cannot be redeemed on the same transaction.

2.6. No Retroactivity: Points will not be applied retroactively to purchases made prior to enrollment in the Program.

2.7. Returns: Points earned on purchases that are returned will be deducted from the Member’s account. If a return causes a negative point balance, the account will be set to zero. Pet Supermarket© may suspend Member’s rights to receive future Reward Certificates if returns caused issuance of those certificates.

2.8. Expiration: Spending level and dog wash balance will reset to $0 on January 1, 2027 and every January 1 thereafter.

2.9. No Cash Value: Points have no cash value and can only be redeemed for discounts or products within the Program.

3. Loyalty Levels and Benefits

3.1 Level Progression: Effective October 1, 2025, Members are placed into different levels: “Paw Member”, “Gold Paw” and “Platinum Paw”. Upon reaching certain milestones, Member will progress to higher levels. The levels are as follows:

3.1.1. Paw Membership: After registering with the Program, the Member shall be a “Paw Member” and will be eligible to start earning Points and shall receive the benefits set forth below.

3.1.2. Gold Paw Membership: After spending $150 in a calendar year, subject to provisions set forth above, the member shall become a Gold Paw Member and shall receive the benefits set forth in below.

3.1.2. Platinum Paw Membership: After spending $500 in a calendar year, subject to provisions set forth above, the member shall become a Platinum Paw Member and shall receive the benefits set forth below.

3.2. Initial Membership Levels: The new Level structure for the Program will officially take effect on October 1, 2025. For all existing Members of the Rewards Program, the Member’s initial placement into one of the new Levels (e.g., Paw, Gold, Platinum) will be determined based on the Member’s total qualifying spending accumulated between January 1, 2025, through September 30, 2025. Members accounts will reflect their starting Level and the corresponding benefits shortly after the October 1, 2025, effective date. All subsequent Level qualification and maintenance will follow the standard rules outlined in these Terms and Conditions.

3.3. Annual Level Reset: Starting January 1, 2027, and every January 1 thereafter, Pet Supermarket© will reset Level Membership levels based on prior year spending.

3.3.1. If the Member spends $500 or more in the prior calendar year, the Member will be Platinum Paw Member in the new calendar year. (i.e. $500 spent in 2026 results in Platinum Paw Membership for 2027)

3.3.2. If the Member spends $150-$499 in the prior calendar year, the Member will be a Gold Paw Member in the new calendar year. (i.e. $150 - $499 spent in 2026 results in Gold Paw Membership for 2027)

3.3.3. If the Member spends less than $150 in the prior calendar year, they will be a Paw member in the new calendar year.

3.4. VIP Rewards membership: VIP Rewards member shall be entitled to receive the following benefits:

3.4.1. Earning Points. VIP Rewards members shall begin earning points on each purchase in accordance with the terms set forth above;

3.4.2. Special Offers. VIP Rewards members shall have access to exclusive offers as determined by Pet Supermarket© in its sole and absolute discretion;

3.4.3. Birthday/Gotcha Day Gifts. As part of the Program registration, VIP Rewards members may elect to identify the pets in their household by providing the pets’ names and the birthday or the adoption day. Members who register a pet(s) in their Account will receive an annual gift reward for the earliest birthday or date of adoption of one of the household pets, redeemable in person at their local Pet Supermarket© store or online at www.petsupermarket.com. Only one reward is given per year, regardless of the number of pets the Member owns, and are only available if the pet is registered. The specific reward is determined solely by Pet Supermarket© in its exclusive discretion and may vary from year to year. The special reward must be claimed and redeemed within that pet’s birthday or adoption month. Any unclaimed rewards will expire.

3.4.4. Free Dog Wash. VIP Rewards members are eligible to receive a complimentary self-service dog wash (“Wash Reward”) after purchasing a set number of qualifying dog washes.

3.4.4.1. Eligibility: VIP Rewards members will receive their Wash Reward after purchasing six (6) qualifying dog washes at a Pet Supermarket© location. Pet Supermarket employees are not eligible for this program.

3.4.4.2. Free Wash Details: The complimentary wash is limited to the Essential Wash service. If a member chooses to upgrade to a Deluxe Spa Wash or Ultimate Experience the value of the Essential Wash will be applied as a discount, and the member will be responsible for paying the difference.

3.4.4.3. Tracking: Pet Supermarket© will track qualifying wash purchases electronically through the Member's Program Account. If the Member fails to use their Reward account when purchasing a dog wash, the wash will not count towards their Wash Reward. This benefit has no cash value and cannot be transferred.

3.4.4.4. Expiration; Purchases older than 12 months will automatically be disqualified and not count toward the Wash Reward.

3.4.4.5. Redemption: Wash Rewards can only be redeemed in select stores where Wash services are available. Wash Rewards can only be redeemed in-store. To redeem a Wash Reward in-store, Member must ask the cashier to sign in to their Account, locate the Wash Reward and apply it to the transaction. If for any reason the store cannot connect to the server, Wash Rewards cannot be redeemed. They will remain in the Member’s Account.

3.4.5. Buy Online, Pick Up In-Store (BOPIS)

3.4.5.1. Selection: The BOPIS option is only available at selected Pet Supermarket© physical store locations and for specific items designated as "In-Store Pickup Available."

3.4.5.2. Store Inventory: The availability shown online is based on real-time inventory but is not a guarantee of stock. In the event an item is found to be out of stock after your order is placed, we will notify you and offer alternatives, cancellation, or a full refund.

3.4.5.3. Pricing: The price of the merchandise will be the price displayed online at the time the order is placed. All promotions, discounts, and pricing are subject to verification upon pickup.

3.4.5.4. Discount: The customer is eligible for a 10% discount on all qualifying purchases when the 'Pick Up In Store' shipping option is selected at checkout. Discount applied to the order total (before tax) only for items purchased online and fulfilled via in-store pickup. Offer subject to product availability and store location participation.

3.4.5.5. Processing Time: We aim to process and fulfill BOPIS orders within 2 hours during store operating hours. Processing times may vary based on store volume, inventory location, and item type.

3.4.5.6. Order Confirmation: Members will receive an order confirmation email acknowledging receipt of the order. This email is not a pickup notification.

3.4.5.7. Pickup Notification: The transaction is completed and ready only once the Member receives the "Ready for Pickup" Email or Text Message which will include detailed instructions and the required Order Number or Barcode.

3.4.5.8. Pickup Hold Period: Pet Supermarket© will hold your order for a maximum of five (5) days from the time the Member receives the "Ready for Pickup" notification.

3.4.5.9. Order Cancellation (No-Show): If the order is not picked up within 5-day period, the order will be automatically cancelled, and a full refund will be processed to the original payment method. The timing of the refund is subject to the Member's processing procedures.

3.4.5.10. Order Verification: To ensure the security of the purchase and prevent fraud, the following must be presented at the time of pickup: “ready for pick-up” notification, government-issued photo id, and on certain high-dollar orders, the presentation of the original payment method used for the purchase.

3.4.5.11. Order Changes: Once an order is confirmed, no changes or modifications (including adding/removing items or changing the pickup location) can be made. If changes are necessary, the Member must cancel the original order and place a new one. Orders can be cancelled prior to pick-up

 

3.5. Gold Paw Membership: When Members spend $150 in one calendar year, they will become a Gold Paw Member, and shall receive all the benefits enjoyed by a standard Paw Member, plus enhanced rewards for increased loyalty as follows:

3.5.1. Bonus Points. Gold Paw members will receive 10% additional bonus points on purchases of select Pet Supermarket© private label brands. The currently eligible brands include: #BFF, Aristopet, Barker's, Essentials, Florida Aquatic Nurseries, Florida Aquatic Plants, Fresh 4 Life, Jump, Lovibles, Performatrin Naturals, Performatrin Prime, Performatrin Ultra, Performatrin, Pet Supermarket. The additional 10% bonus points will be automatically applied at checkout to qualifying purchases of these specific private label products. Please note that this list of eligible brands is subject to change at Pet Supermarket©'s sole discretion and without prior notice.

3.5.2 Free Standard Shipping. This is valid on all orders with a pre-tax subtotal of $49 or more; other discounts applied to your order could change the subtotal. Following exclusions apply:  

3.5.2.1. Online orders. Valid only on orders placed at PetSupermarket.com

3.5.2.2. Exclusions Not valid on return shipments, special orders, prior purchases, gift cards. Priority, express or overnight shipping are not available. Free delivery shall apply exclusively to those products or items specifically designated for free shipping on the Pet Supermarket © website and the list of items may change at Pet Supermarket's sole discretion.

3.5.2.3. Limitations. Limited to stock on hand, is nontransferable and is not redeemable for cash.

3.5.2.4. Addresses. Limited to standard shipping to U.S. addresses in the contiguous 48 states. We cannot ship to PO Boxes, FPO or APO addresses.

3.5.2.5. Delivery Time. Estimated arrival dates are for domestic orders placed today and are not guaranteed. Weather delays and other unforeseen circumstances might impact delivery time.

3.5.3. Same Day Delivery. Gold Paw members are entitled to complimentary same-day delivery service, subject to availability in the member's delivery area and subject to the terms as follows:

3.5.3.1. Qualifying Purchases. Same Day Delivery items must be purchased using PetSupermarket.com©. Delivery is not available in all locations. Pet Supermarket© reserves the right to limit the quantity of items ordered for Same-day delivery. Same-day delivery shall apply exclusively to those products or items specifically designated for free same day shipping on the Pet Supermarket © website and the list of items may change at Pet Supermarket's sole discretion.

3.5.3.2. Timing of Delivery. Orders placed must be placed three hours before local store closing time or they will be delivered the following day. Some orders may not be eligible for Same-Day Delivery due to delivery address, holidays, weather or other delivery constraints. The delivery window is only an estimate and may be subject to delays.

3.5.3.3. Partner. Pet Supermarket© partners with DoorDash® to offer same-day delivery on purchases, but may change same day delivery partner in its sole and absolute discretion.

3.5.3.4. Distance. Deliveries must be within 30 miles of the shipping location.

3.6 Platinum Paw Membership. When Member spends $500, they will become a Platinum Paw Member, and shall receive all the benefits enjoyed by a Gold Paw Member, plus enhanced rewards for increased loyalty as follows:

3.6.1. Bonus Points. Platinum Paw members will receive 25% additional bonus points on purchases of select Pet Supermarket© private label brands. The currently eligible brands include: #BFF, Aristopet, Barker's, Essentials, Florida Aquatic Nurseries, Florida Aquatic Plants, Fresh 4 Life, Jump, Lovibles, Performatrin Naturals, Performatrin Prime, Performatrin Ultra, Performatrin, Pet Supermarket. The additional 25% bonus points will be automatically applied at checkout to qualifying purchases of these specific private label products. Please note that this list of eligible brands is subject to change at Pet Supermarket’s© sole discretion and without prior notice.

3.6.2. Dog Wash Upgrades. When a Platinum Paw member purchases a Deluxe Spa self-serve dog wash, they will receive an automatic, complimentary upgrade to the Ultimate Experience Dog Wash service.

3.6.3. 5Strands Pet Test Kits© Discount: Platinum Paw members are entitled to a 25% discount off the regular retail price of all 5Strands Pet Test Kits© purchased in-store or online This discount cannot be combined with any other offers or promotions unless explicitly stated otherwise.

3.6.4. Free Standard Shipping. This is valid on all orders with a pre-tax subtotal of $35 or more; other discounts applied to your order could change the subtotal. Following exclusions apply:

3.6.4.1. Online orders. Valid only on orders placed at PetSupermarket.com

3.6.4.2. Exclusions. Not valid on return shipments, special orders, prior purchases, gift cards. Priority, express or overnight shipping are not available. Free delivery shall apply exclusively to those products or items specifically designated for free shipping on the Pet Supermarket © website and the list of items may change at Pet Supermarket's sole discretion.

3.6.4.3. Limitations. Limited to stock on hand, is nontransferable and is not redeemable for cash.

3.6.4.4. Addresses. Limited to standard shipping to U.S. addresses in the contiguous 48 states. We cannot ship to PO Boxes, FPO or APO addresses.

3.6.4.5. Delivery Time. Estimated arrival dates are for domestic orders placed today and are not guaranteed. Weather delays and other unforeseen circumstances might impact delivery time.

3.6.4.6. Reservation of Rights. Pet Supermarket© reserves the right at any time and in its sole discretion to modify, suspend or terminate the Free Shipping Terms & Conditions as necessary.

4. Special Discount.

4.1. Group Discounts: VIP Rewards members are offered 10% special discounts if that Member is a part of a certain group. All of these discounts require membership, and the Member must be present for the transaction. This is not combinable with other coupons or offers, and other restrictions may apply. Pet Supermarket© reserves the right to change the details of these special discount days without notice.

4.1.1. SENIORS: Individuals 55 years or older can receive a discount. Proof of age may be required.

4.1.2. MEMBERS OF THE MILITARY: Individuals must be active duty, retired or reserve members of US Military. Proof of military service is required and may be requested when using the discount.

4.1.3. TEACHER/EDUCATIORS: Teachers who qualify for the discount include certified teachers, teacher’s aide, teaching assistant, certified educational assistant, lifetime teaching credentials holders, college/university professors, speech pathologists, and school administrators. Proof of employment as a teacher may be required and may be requested when using the discount.

4.2 Additional Requirements. Discount is applied to regular or clearance priced merchandise. Exclusions apply, including but not limited to feeders, gift cards, dog wash and grooming services, and sale-priced merchandise. You must confirm that you are the subscriber to the relevant phone number or that you are the customary user of that number on a family or business plan and that you are authorized to opt in.

5. Mobile Notifications.

Pet Supermarket© offers its Members mobile alerts regarding the Program on short codes 738761, 738762, and 738763 (the “Service”). By enrolling in the Service, the Member is agreeing to these Terms and to the Privacy Policy. The complete Mobile Terms and Conditions are located at https://www.petsupermarket.com/vip-terms-and-conditions.html any conflict between the terms and the complete Mobile Terms and Conditions, the Mobile Terms and Conditions shall control.

5.1 Signing Up and Opting-In to the Service. Enrollment in the Service requires the Member to provide their mobile phone number and to agree to these terms and conditions. The Member may not enroll if they are under 18 years old. Only U.S. mobile numbers are eligible to participate. Before the Service starts, the Member will need to agree to these Terms and Conditions. Pet Supermarket © reserves the right to modify or stop offering the Service at any time with or without notice. The Member’s continued use of the Service following the effective date of any such changes shall constitute their acceptance of such changes. By opting into the Service, the Member:



5.1.1. Authorizes Pet Supermarket© to use auto dialer or non-auto dialed technology to send recurring text messages to the mobile phone number associated with the our opt-in (i.e., the number listed on the opt-in form or, if none, the number from which the Member sends the opt-in, or, if none, the number on file for the account associated with the Member’s opt-in).

5.1.2. Acknowledges that the Member does not have to agree to receive messages as a condition of purchase.

5.1.3. Acknowledges that the Member may choose to opt into or out of promotional or loyalty program-specific SMS messages at any time. If the Member does provide their phone number, Pet Supermarket will automatically communicate transactional messages (such as appointment reminders or delivery updates).

5.1.4. Confirms that the Member is the subscriber to the relevant phone number or that the Member is the customary user of that number on a family or business plan and that the Member is authorized to opt in.

5.1.5. Consents to the use of an electronic record to document their opt-in. To request a free paper or email copy of the opt-in or to update Pet Supermarket’s records with their contact information, the Member should call 1-954-351-0121. To view and retain an electronic copy of these Terms or the rest of your opt-in, the Member will need (i) a device (such as a computer or mobile phone) with Internet access, and (ii) and either a printer or storage space on such device. For an email copy, the Member will also need an email account that the Member can access from the device, along with a browser or other software that can display the emails.

5.2 Content Member Will Receive.

5.2.1. Promotional Offers. Once the Member affirms the choice to opt-in to the Service on 738762 for promotional offers, the Member’s message frequency may vary (maximum of 3 messages per week). The Member may receive alerts about: sale promotions, store/event information, brand information, and invitations to shop the site product launch announcements.

5.2.2. Loyalty Message. Once the Member affirms their choice to opt-in to the Service on 738761 for loyalty messaging, message frequency may vary. The Member may receive alerts about: loyalty specific sale promotions, loyalty event information, loyalty member only invitations to shop the site product launch announcements to specific members, and loyalty membership information related to points and rewards.

5.2.3. Transaction Message. Once the Member affirms their choice to opt-in to the Service on 738763 for transactional messaging, message frequency may vary. The Member may receive alerts about: grooming appointment reminders, cart reminders, shipping updates ((Autoship, BOPIS or Same Day Delivery), and customer service interactions.

5.3 Cookies. Pet Supermarket© utilizes cookies or similar tracking technologies to collect information about the Members interactions with our website. This enables us to personalize the Member’s experience, for instance, by sending shopping cart reminders via SMS message if the Member has opted into our SMS service. We may change any short code or telephone number we use to operate the Service at any time and will notify you of these changes. The Member acknowledges that any messages, including any “STOP” or “HELP” requests, the Member sends to a short code or telephone number we have changed may not be received and we will not be responsible for honoring requests made in such messages.

5.4. Charges and Carriers. Message and data rates may apply. We do not charge for the Service, but the Member is responsible for all charges and fees associated with text messaging imposed by their wireless provider. Members must consult their service agreement with their wireless carrier or contact their wireless carrier to determine their phone's pricing plan and the charges for sending and receiving text messages. The Member acknowledges that they are responsible for any message, data or other charges incurred (usage, subscription, etc.) as a result of using the Service. Supported carriers are AT & T, T-Mobile, Verizon Wireless, Sprint, Boost, Virgin Mobile, U.S. Cellular, Cricket, Alltel, Cincinnati Bell, Cellcom, C-Spire, nTelos, MetroPCS, and other smaller regional carriers. The Service may not be available on all wireless carriers. PSI may add or remove any wireless carrier from the Service at any time without notice. PSI and mobile carriers are not responsible for any undue delays, failure of delivery, or errors in messages. The wireless carriers supported by the Service are not liable for delayed or undelivered messages. The Member agrees to provide us with a valid mobile number. The Member agrees to maintain accurate, completed, and up-to-date information with us related to their receipt of messages. The Member agrees to indemnify, defend, and hold us harmless for any third-party claims, liability, damages, or costs arising from their use of the Service or from their providing us with a phone number that is not their own. To the extent permitted by applicable law, the Member agrees that we will not be liable for failed, delayed, or misdirected delivery of any information sent through the Service, any errors in such information, and/or any action they may or may not take in reliance on the information or Service.

5.5. Stopping the Service. To stop receiving text messages from PSI, the Member should text the word STOP to 738761, 738762, or 738763 any time or reply STOP to any of the text messages they have received from PSI. This is the exclusive method for opting out. After texting STOP to 738761, 738762, or 738763 the Member will receive one additional message confirming that their request has been processed.

5.6. Questions The Member can text HELP for help at any time to 738761, 738762, or 738763 This will provide them with a phone number to call to contact customer services. They can also contact us at 1-954-351-0121.

5.7. Changes to Terms. These Mobile Terms and Conditions are subject to change at any time without notice.

5.8. Misprints and Errors. While we make every effort to ensure the accuracy of all information, we reserve the right to correct misprints and errors.

5.9. California Proposition 65 Warning. WARNING: Some products may contain chemicals known to the State of California to cause cancer. For more information, visit www.P65Warnings.ca.gov.