How can we help?

Have a question, comment, or concern? We're here to help. A member of our team will get back to you within 24 hours.

You can also visit our FAQ page for quick answers to the most common questions.

Most Common Questions

Order Status

What is the status of my order?

You can check your order status by logging into your account and visiting your Orders page. Here's what each status means:

  • Preparing for Shipment: We're processing and packing your order. You'll receive a confirmation email when we receive your order, and another with tracking information when it ships.
  • Shipped: Your order has left our warehouse. Within 24–48 hours you'll receive a tracking link to follow your package.
  • Delivered: Your order has arrived! Orders are delivered up to 10 days a week before 10 p.m.

How do I cancel or change my order?

If your order hasn't shipped yet, you can cancel it from your account. Go to Orders, click on the order you want to cancel, and click "Cancel This Order."

If you need help canceling, please send us a message with your order number and we'll resolve it as quickly as possible. If your order has already been processed, we may not be able to cancel it — in that case, we'll issue a refund. We also accept returns within 30 days of purchase.

How do I request a return or replacement?

Our return policy is simple: if you're not 100% satisfied with your purchase, you can return it within 30 days of purchase. To request a return or replacement, send us a message with your order number.

We do not accept returns or exchanges on prescription medications. However, if the medication you received is incorrect or damaged, we will gladly exchange it or provide a refund on a case-by-case basis.

Best Buddy Store does not take title to returned items until they arrive at our fulfillment center. At our discretion, a refund may be issued without requiring a return — in this case, we do not take title to the refunded item.

For full details, please review our Return & Refund Policy.

Orders & Payments

How do I make a purchase?

Log in to your Best Buddy Store account (or create one), search or browse for the products you want, and click "Add to Cart." When you're ready, click "Proceed to Checkout," enter your shipping address and payment method, review your order, and click "Place Order." You'll receive a confirmation email right away.

We currently ship within the contiguous U.S. For shipping details, see our Shipping Policy.

When will my payment method be charged?

Your payment method is charged on the date your order ships. When you place your order, you may see a pending charge for the full order amount — this will disappear 24–48 hours after your order ships. No action is needed on your end.

Why are there multiple charges on my card?

We charge your payment method as your items ship. If your order ships in more than one box, you may see:

  • One pending charge for the grand total of your order
  • Separate final charges for each shipped box

You will only ever be charged for items that have shipped.

How do I add a payment method?

  • Credit or debit card: Go to Payment Methods and click "Add a New Credit or Debit Card." Fill in the required information exactly as it appears on your card and click "Save Payment Method."
  • PayPal: Click "Add Your PayPal Account" and sign in to your PayPal account. You'll be redirected back to the store automatically.
  • Apple Pay: Set up Apple Pay in your device's Wallet & Apple Pay settings. Once set up, it will appear as a payment option at checkout.

You can also add or update payment methods directly at checkout.

Why is my credit card not working?

If your card is being declined, try the following:

  • Make sure the billing address matches the address on file with your bank.
  • Enter your name and card number exactly as they appear on the card.
  • Double-check your CVV — the 3-digit code on the back of your card.

If you're still having trouble, contact us and we'll help you sort it out.