Purina for Professionals
Frequently Asked Questions

What is the Pro Plan for Professionals program?

Pro Plan for Professionals (P4P) is an online feeding program for veterinary professionals. P4P offers professional pricing and home delivery for Purina® Pro Plan® Veterinary Diets®, Purina® Pro Plan® Veterinary Supplements®, select Purina® Pro Plan® formulas, Litter, Treats and Smart Pet Products.

Is the program restricted to certain veterinary professionals?

Pro Plan for Professionals is intended for the following:

• Veterinary professionals employed by veterinary clinics providing care to clients’ dogs and cats. Clinics must have a registered DVM on staff.
• Students & faculty of partner veterinary universities & vet tech schools
• Employees of Purina Partner Shelters & Rescues
• Nestle employees & select corporate partners

We may require verification of affiliation with an eligible clinic, shelter, university or organization. If you have any questions on whether or not you are eligible for our program, please contact our consumer service team at purinaforprofessionals@purina.nestle.com or call 1-888-777-1762.

Can my clinic participate in Pro Plan for Professionals if we don’t currently carry Purina products?

Yes! All veterinary clinics are eligible to enroll in P4P as long as your clinic is providing care to clients’ dogs and cats and has a registered DVM on staff.

What products are available through the Pro Plan for Professionals program?

All Purina Pro Plan Veterinary Diets, Purina Pro Plan Veterinary Supplements, Treats, Litter, Smart Pet Products, as well as select Purina Pro Plan well diets.

How much are products discounted through the Pro Plan for Professionals program?

P4P offers professional pricing and home delivery for Purina® Pro Plan® Veterinary Diets®, Purina® Pro Plan® Veterinary Supplements®, and select Purina® Pro Plan® formulas.   Purina for Professionals (P4P) customer enjoy 50% off suggested retail price on Purina® Pro Plan® Veterinary Diets® & Purina® Pro Plan® Veterinary Supplements® and up to 40% off suggested retail price on select Purina® Pro Plan® formulas. 

What payment methods are accepted?

Each person participating in the program uses their own method of payment. All American Express, Master Card and Visa credit/debit cards are accepted.

How do I submit my prescription for approval?

Once a product that requires prescription approval is added to your cart, you will be prompted to submit the request to your veterinarian electronically or you can upload a photo of a physical prescription. If you opt to send the request for electronic approval, you will be required to manually enter your veterinarian’s email address. The request must be sent to the clinic that is actively seeing your pet as a client, and this may be different than the clinic where you are employed.

How long will it take for my prescription to be approved?

• For electronic approval requests: Your request will be reviewed by your clinic and approved or denied. You will receive an email once your clinic has reviewed your request. If the prescription is not updated after 48 hours, we recommend you reach out to your pet’s clinic where the request was sent to ensure it went to the right prescription approval email address. We will attempt to contact your clinic if no action has been taken on the prescription after 72 hours and if no action within a week of placing your order, the prescription will be declined.
• For uploaded images: Your uploaded script will be reviewed by our consumer service team and be accepted or denied. You will receive an email once your script has been reviewed.

If it has been over 48 hours since you submitted a request or uploaded your image and you have not received an email, please email us at purinaforprofessionals@purina.nestle.com or call us at 1- 888-777-1762.

How long am I approved to order my therapeutic diet?

Therapeutic diet approvals default to one year from the date your veterinarian approves your first order of the diet or for a shorter period of time based on the timeframe the veterinarian provides. Your veterinarian may modify or cancel your approval based on your pet’s dietary needs. You will receive an email notification if any changes are made to your therapeutic diet approvals.

Do I need to be approved each time I place an order?

You will only need to request approval the first time you order a therapeutic diet. You will be prompted to do this before checkout. Non-therapeutic diets do not require approval for purchase. Then, each year - or sooner if your veterinarian chooses a shorter time period - you will need to request prescription renewal from your clinic.

How do I know the diet has been approved?

You will receive an email from Pro Plan for Professionals when your diet is approved by your veterinarian.

Is prescription approval required for veterinarians to purchase therapeutic diets?

As long as your account is classified under the role of Veterinarian and your veterinary license number is on file, then you will be exempt from prescription approval. If you’re still being asked to submit a prescription request when placing an order containing a therapeutic diet, open the Account Information section in your account to confirm your role and add your license number in the Veterinary License Number field. If you need additional assistance, contact our consumer service team at purinaforprofessionals@purina.nestle.com or call us at 1- 888-777-1762.

How do I place an order in the Pro Plan for Professionals program?

The process is quick and simple. Just log into your P4P account, select the products you wish to purchase, and complete the checkout process. Our consumer service team can also assist you in placing an order over the phone by calling 1-888-777-1762.

How do I purchase Pro Plan Veterinary Supplements?

You can purchase any of the Pro Plan Veterinary Diets Supplements, including Fortiflora, Calming Care,Hydra Care, Multi Care and Joint Care without a prescription. Your monthly order allows you to purchase up to two of each item.

How many times can I order in a month?

Each month you’re eligible to purchase up to six food items, two each of FortiFlora, Calming Care, Hydra Care, Multi Care and Joint Care. You may also purchase up to two Litter items and three Smart Pet Products (Petivity Litter Box Monitor).

What is your shipping policy?

Orders ship to valid United States mailing addresses in all 50 states and the District of Columbia. We are unable to ship to P.O. Boxes.

How will my order be delivered?

• Smaller orders (under 400lbs) will ship via a parcel carrier.  These orders typically arrive within 3-4 business days.  Expect longer lead times for delivery to Alaska & Hawaii.  During inclement weather, orders may be delayed by up to 7-10 business days.
• Large orders (over 400 lbs) will ship via a freight carrier.  These orders typically arrive within 5-10 business days.  Expect longer lead times for delivery to Alaska & Hawaii.    The delivery carrier should reach out to schedule delivery and provide ‘lift gate’ service and inside delivery, if needed.  A signature will be required to accept delivery.

I received an email saying I was approved and my order shipped, but it has not been delivered.

To check the status of any order, click the “Account” button on the top-right of the page, then click “My Orders”. Click the order number to display general information about the order including the tracking number and link to the carrier listed under the Shipments tab. If your order does not appear in the “My Orders” section, please email us at purinaforprofessionals@purina.nestle.com or call us at 1- 888-777-1762.

When do I get charged for my order?

You will see an authorization on your card when the order is placed. Your card will not be charged until the order ships. If an order is canceled, you will not be charged and the authorization will disappear in 7 to 10 business days.

Who do I contact if I have questions about my order?

Please contact consumer service at purinaforprofessionals@purina.nestle.com or call us at 1- 888-777-1762.

Does Purina guarantee the quality of the products I order?

Yes, our products are backed by a 100% satisfaction guarantee. If you are not completely satisfied for any reason, we’ll refund your purchase price or provide replacement product(s). We are unable to accept returns. Please provide your order number, the reason for your return and your complete contact information on your account including name, address and email address within 90 days of receipt. To process your product replacement or credit card refund please email our consumer service team at purinaforprofessionals@purina.nestle.com or call us at 1- 888-777-1762.

Why is the Purina formula I currently feed my pet not available through Purina for Professionals?

P4P features products from the Purina Veterinary Diets® and Purina Veterinary Supplements® product lines, as well as select Purina® Pro Plan® formulas.

How do I change the contact information or shipping information on my account?

To update your contact information, shipping information and other account preferences, please visit your account page.

How do I create an order that automatically reorders?

When adding a product to your shopping cart, choose the desired quantity and size of the product you want delivered. Make sure to select the auto-ship option and your desired frequency. Then complete the checkout process.

How will I be notified of an upcoming auto-shipment order delivery?  

You will receive an email 5 days from the next processing date for your auto-shipment so you have enough time to make changes if necessary. 

How do I pause, stop, or cancel auto shipments? 

Once you have logged into Pro Plan Vet Direct, click the “Account” button on the top-right of the page. Click “My Auto-Shipments” to manage any of your automatic shipments.

How do I edit and make changes to my auto-shipment? 

Automatic orders that are already in process can't be changed. Please contact our consumer services team for assistance.

To update your auto-shipment for future deliveries, login to your account where you can pause or cancel your auto-shipment, as well as edit the next order date, change your frequency and update billing and shipping information, including your payment method. 

Can I add, delete, or remove items from my auto shipment? 

You can’t add, delete, remove items, or change quantities, from your ongoing auto-ship order. Instead, you can cancel the auto shipment and create a new one from your account. Our consumer services team can also help you with creating a new recurring order. Please email proplanvetdirect@purina.nestle.com or call us at 800-738-5335. 

If I update my credit card information on your website, will my auto shipment payment information also be updated?

To update your automatic shipment payment information, open the Manage Credit Cards section in your account, then select the current card associated with your auto-shipment. From there, you can choose the preferred card from the dropdown list or add a new card before selecting Update.