SmartDelivery Support

Search our FAQ’s for answers to your questions.

  • What Is Smartdelivery?

    ​​​​​A service that brings pet food straight to your doorstep so you never have to think about buying, or running out of, pet food again.

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  • What Factors Contribute To My Pets Food Recommendations?

    We recommend food recipes that match ingredients to what your pet’s ancestors would have eaten in the wild. We then rank the recommendations by the Quality Score.

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  • How Is My Pet's Daily Calorie Goal Calculated?

    We use your pet’s weight and activity level to estimate their daily calorie goal. In other words, the larger and more active your pet is, the more calories they will burn each day.

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  • What makes up a foods quality score?

    We examine the ingredient list for appropriate proteins, fruits and vegetables, healthy fats and oils and award a higher score, in most cases depending on the position of the ingredient in the list. We also scan for artificial ingredient...

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  • What Is Smartshop?

    A digital marketplace that uses artificial intelligence (AI) to guide pet owners to the appropriate foods for their pet’s breed and specific needs. Search for food recommendations of top-quality recipes, curated for your pet and measured...

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  • I don't see my food. How can I find it?

    To see if your current food is available for SmartDelivery, follow these steps: Go to the Petnet website at petnet.io and select My Account to log in to your account. Click the Recommendations tab located in the top navigation bar Click...

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  • How can I see more food results?

    You can see more food results that are recommended for your pet by following these steps: Go to the Petnet website at petnet.io and select My Account to log in to your account Click the Recommendations tab located in the top navigation ...

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  • How Do I Create A New Account For Smartshop?

    To create a new account for SmartShop click the "Save Results" at the top of the page, enter your email address and choose a password. Then check your email for confirmation, and add us to your address book to make sure you receive accou...

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  • How Do I Login To My Account?

    Go to petnet.io and click My Account at the top of the page and enter your email address and the password you used to create the account.

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  • What are the different ways to start SmartDelivery?

    There are three ways to start SmartDelivery.  You may sign up for SmartDelivery by creating an account in SmartShop. When you sign up for SmartDelivery you will receive your first bag for free. (One free bag offer is available once per h...

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  • How do I change my account password?

    To change your Petnet account password, please follow these steps: Go to the Petnet website at petnet.io and select My Account to login to your account Selecting Forgot Password will allow you to send a password reset email to your...

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  • How do I edit my pet's profile?

    To edit your pet’s basic information (example: Age, Breed, Activity Level, Allergies), please follow these steps: Go to the Petnet website at petnet.io and select My Account to login to your account On the Overview page navigate to...

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  • How do I edit my account information?

    To change your basic account information, please follow these steps: Go to the Petnet website at petnet.io and select My Account to login to your account On the Overview page navigate to the Account Information section and select ...

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  • How can I filter my food recommendations by budget?

    To help you select the ideal pet food for your pet while also considering budget, you can filter your food recommendations by cost by following these steps: Go to the Petnet website at petnet.io and select My Account to log in to your ...

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  • How do I edit my payment method?

    To edit your payment method, please follow these steps: Go to the Petnet website at petnet.io and select My Account to login to your account On the Overview page navigate to the Payment Method section and select Edit Enter your up...

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  • How do I check my order history?

    To check your order history, please follow these steps: Go to the Petnet website at petnet.io and select My Account to login to your account Click the Order History tab located in the top navigation bar Here you will find a deta...

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  • How do I edit my shipping information?

    To edit your shipping information, please follow these steps: Go to the Petnet website at petnet.io and select My Account to login to your account On the Overview page, click the Manage My Subscription button Find the Shipping In...

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  • How do I skip a SmartDelivery shipment?

    To skip a scheduled food delivery, please follow these steps: Go to the Petnet website at petnet.io and select My Account to login to your account On the Overview page, click the Manage My Subscription button Find the Order Stat...

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  • How do I edit my plan details?

    To edit your food subscription plan details, please follow these steps: Go to the Petnet website at petnet.io and select My Account to login to your account On the Overview page, click the Manage My Subscription button   Find the...

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  • How do I change the status of my Smartdelivery subscription?

    To change the status of your food subscription plan to either “Active” or “Pause”, please follow these steps: Go to the Petnet website at petnet.io and, select My Account to login to your account On the Overview page, click the Mana...

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  • Where can I provide feedback on my Smartshop experience?

    Your feedback is important in improving the overall Petnet experience. If you would like to provide feedback, please fill out a survey and allow 24 hours for our Customer Support Team to reply with more information or additional question...

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Need more help?

We’re here to answer your questions by call, email and chat Mon - Fri 8am to 6pm PT and Saturdays 9am to 6pm PT.