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How do I contact customer service and what are the hours?

We are available for questions Monday – Friday from 9am – 5pm EST by calling 1-888-217-3715 or you can reach us by email at . We always do our best to respond to emails within 24 hours.

How do I get a code to create an account and place an order for Blue Buffalo Natural Veterinary Diet products?

You would need to contact a participating veterinary clinic in order to receive a prescription for BLUE Natural Veterinary Diet products. You can find participating clinics at and then select ‘Find a participating veterinary clinic’ under the New Customer area. Your participating clinic will also give you a coupon code for your first purchase. Once an account is created, you’ll have access to online ordering.

I forgot my password, how can I access my account?

You can easily reset your password by accessing the sign on screen at and selecting the ‘Forgot your password?” link under the password entry field. Just enter your email address and a link to reset your password will be sent to your email account.

Why do I need to get approval from my veterinarian’s clinic for the Natural Veterinary Diet items?

According to FDA guidelines, the Natural Veterinary items require approval from your referring veterinary clinic’s office before we can process your order.

How much is shipping?

All of the items ordered through the website have FREE shipping.

What payment methods can I use?

We accept all major credit cards including MasterCard, VISA, American Express and Discover.

What is Auto ship?

Auto ship is a convenient way to create a recurring order shipped to you at a frequency that you select. You can pause, cancel, skip a shipment or change any part of your schedule. There is no charge to set up auto ship and you will receive a 5% discount when you select auto ship for your items.

How long does it take to get my order?

Once an order is placed and we have received approval from your veterinarian’s clinic, we will ship your order right away. If order and approval is received prior to 1:00 PM EST, we will usually ship the same day. Orders will be shipped FedEx 3 day (3 business days, weekends can add days).

Can I track the status of my order?

You will receive an email confirmation when your order ships that will contain the tracking information. Simply click on the blue ‘Track your Packages’ bar and tracking information will be displayed. If you need help, please call or email customer service and we would be happy to help.

How do you ship orders?

We ship via FedEx to provide you with the fastest and most reliable service available. Typically items will be delivered within 3 business days from when the order is shipped.

Do you ship internationally?

At this time we only ship within the contiguous US.

I never received my order. What do I do?

Please send us an email at or call our customer service number at 1-888-217-3715 and we would be happy to assist locating your order. If we are unable to locate tracking information or if it is determined that the package has been lost, we will be happy to send a replacement order to you.

There was a mistake with my order. What do I do?

Please send us an email or call our customer service number 1-888-217-3715 and we will happily correct your order.

My item arrived damaged. Can I get a replacement item?

Unfortunately, some items can be damaged during shipment. Please send us an email at or call our customer service number at 1-888-217-3715, and we will investigate the issue and if appropriate replace any items.

What is your Return Policy?

Our policy is simple. If you're not 100% totally, completely, and unconditionally satisfied for any reason whatsoever, please let us know within 30 days of purchase and we will issue a refund for unused product.