Order FAQs

WHAT TO EXPECT IF YOU'RE NEW

We believe that nutritional recommendations should be made by the veterinarians who have the educational background and specific knowledge of your pet. We use your veterinarian's name and clinic information to verify that the diet you are purchasing is in line with your veterinarian's recommendations. If you have a copy of your prescription, please email it to info@raynenutrition.com or ask your veterinary team to call us at the time of your first order.

After you place your first order, our Customer Care team will reach out to your veterinarian to get approval for your order. If you have a written copy of your vet's recommendation already, please email us at info@raynenutrition.com with a photo attachment or ask your veterinary team to give us a call at 877-698-3823.

Carefully transitioning your pet onto their new diet is vital for their success and avoiding digestive upset. For many pets, a gradual transition over ten days is usually sufficient, but for some this may need to happen more slowly. That's ok! Read more about how to stay the course and help your pet HERE.

SHIPPING

Transit/delivery time depends on your location, so please plan for 1-2 business days for processing and 3-5 business days from shipment to delivery. Please also allow for shipping delays due to holidays and high-traffic shipping times with carriers.

Orders typically take 1-2 business day(s) to process and then shipvia FedEx from our Kansas City warehouse. We advise our customers to allow 3-5 business days after your order has shipped to arrive, however, most shipments arrive sooner.

You will receive a shipment confirmation via email when your order has shipped and tracking information within 24-48 hours of shipment. If you have any concerns, please call our Care team at 877-698-3823.

FREE GROUND SHIPPING is available once your cart subtotal (before applicable taxes) reaches a minimum of $60.

Otherwise, ground shipping costs start at $7.99 and operate on a sliding scale based on your cart subtotal.

We are currently only able to ship directly to customers in the USA, excluding Alaska and Hawaii. If you are in Canada, please speak to your veterinarian or email canada@raynenutrition.com to learn more about how to purchase Rayne diets and treats.

PLACING OR CHANGING YOUR ORDER

Please contact our Care Team at 877-698-3823. We will be able to help problem-solve and do deeper dives into tracking or order errors, and can arrange returns or replacement orders, as needed.

Some orders are broken into multiple boxes to keep the weight reasonable for shipping. If you have received all shipped packages but you are still missing an item, please give us a call and we will get the missing item shipped as soon as possible.

Please call our Care Team at 877-698-3823 as soon as possible. We will help you make any necessary adjustments to your order.

If you are not completely satisfied with a Rayne product, we will gladly replace the product or refund your money as long as it is within 90 days of your purchase.

Please contact our Care Team at 877-698-3823 for more information.

We collect sales tax as directed by the state that the food is being shipped to.  If your state typically collects taxes for other online shopping, then we will likely have to do the same.