FAQs

You have questions.  We have answers.  Learn more about Scollar Personalized Pet Care in our FAQs section.

Scollar Marketplace

Where is Scollar located?

We are located in Kansas City, MO! We have our headquarters here and ship your orders from in the Midwest.

You can see more information on our Contact Us page and our About Us page.

What is your phone number?

Our phone number is (816) 655-1602.

Our hours of operation are reflected in Central Time:

Monday to Friday: 9:00am - 6:00pm
Saturday: 10:00am - 3:00pm
Sunday/Holiday: Closed

Why am I getting this product recommendation?

Product recommendations are based on a combination of information we gather about your pet and data from our artificial intelligence system - PetPro AI - that enable us to make targeted, personalized recommendations.

Seeing a recommendation that you don't like or feel like doesn't make sense?Email support@scollar.com and we can figure out what's happening!

What can I do if the product I want isn't available in the Scollar Marketplace?

Reach out to us at support@scollar.com and we will see what we can do to get your brand!

You can also sign you up to be automatically notified when the item is back in stock. You can do this right on the product page!

The product I want is out of stock, what next?

Shoot! We try to keep everything in stock, but occasionally we can't. There are a few options for you!

First: We can sign you up to be automatically notified when the item is back in stock. You can do this on the product page!

OR we can do it for you. Please email support@scollar.com and we can set everything up!

How do I get free shipping?

Free shipping is awesome and we are happy to offer it! To get free shipping, you must spend over $99. When you reach the $99 threshold, the free shipping discount code will appear and you can apply it during checkout.

We offer free shipping promotions at various points throughout the year. Subscribe to our marketing at checkout to stay in the know!

If you have any questions, please reach out to support@scollar.com and we can help!

How do I use my discount code?

Woohoo! Discounts are awesome! You will need to enter the discount code during the checkout process on the Checkout screen in the "Gift Card or Discount Code" box.

Please note that if your browser is not full screen, or you are on mobile, you will need to click "Show order summary" at the top of the page to reveal the "Gift Card or Discount Code" box.

If you are checking out with ShopPay, PayPal, Google Pay, Apple Pay, or Facebook Pay, the discount code box will appear in that process.

If you get an error message or the discount is not taken off your total before you check out, please reach out to support@scollar.com before submitting your order.

If you submit your order before doing this, the discount will not be applied and you will be paying full price for your order.

Discount codes cannot be applied to your purchase after it is completed.

I can only add a certain amount to my cart, what do I do?

We are so happy you love the product you're ordering! When it allows you to add a certain number to your cart and no more, that means that the number you can add is the number we have in stock.

Example: If you would like to order 4 bags of cat treats and can only add 3 bags, we currently have 3 bags in stock!

If you would like to order larger quantities than we currently have available, please reach out to support@scollar.com and we will see what we can do for you!

If you have questions, please reach out to support@scollar.com and we can help!

When will my package arrive?

If you need your order in a specific time frame, we recommend choosing NO RUSH or EXPRESS shipping at checkout. No Rush shipping takes 3-5 days and Express shipping takes 1-3 days. Most packages will be shipped via Ground, which takes 5-7 days.

When your order has been shipped, you will get a shipping confirmation email with a tracking number for your package(s). If you did not receive this email, please let us know at support@scollar.com and we can resend it while looking into why it didn't make it to you the first time!

If it has been more than 3 days, your order hasn't shipped, and you haven't heard from us, please reach out to support@scollar.com so we can look into why your order is delayed!

If your order has shipped and is taking a long time to get to you, reach out to us at support@scollar.com or call us at (816) 655-1602 and we figure out what is going on with your package.

If you still have questions, reach out to support@scollar.com and we can help!

I didn't receive my full order, what now?

Shoot! That is not how things are supposed to work! First, we recommend checking your shipping confirmation email from Scollar, and see if there are additional tracking numbers.

If there is no other shipment information there, please reach out to support@scollar.com and we will figure out when you will be getting the rest of your order!

I would like to cancel my order.

Things happen, we get that! Generally our fulfillment is very quick, which means that we may not be able to cancel your order. We are happy to try to make that happen, so please reach out to support@scollar.com and we will do our best to catch it before your order is shipped. 

For more information, you can read our Shipping and Returns Policy HERE

My product didn't arrive as expected.

Darn! That is not how things are supposed to work!

Please reach out to support@scollar.com and we can discuss what solution is best to fix this situation for you. 

I would like to return my order.

We definitely understand that things happen. Please reach out to support@scollar.com and we can discuss what solution is best to fix this situation for you.  

Please refer to our Shipping and Returns Policy HERE as some products may not qualify. 

I entered the wrong address!

Things happen, we get that! Generally our fulfillment is very quick, which means that we may not be able to make any changes to the delivery address of your order.

We are happy to try to make that happen, so please reach out to support@scollar.com and we will do our best to catch it before your order is shipped.

Please double check your Shipping and Billing Address during the checkout process. 


For more information, you can read out Shipping and Returns Policy HERE.

When will I receive my refund?

If you would like a refund, please reach out to support@scollar.com.

If you have already done this and are waiting on your refund, generally refunds take 5-7 business days to be reflected in your account depending on your bank! If it has been more than 7 business days, please reach out to support@scollar.com so we can look into what is happening! 

If you have questions about what qualifies for refunds, you can view our Shipping and Return Policy HERE

I never received a confirmation email from Scollar.

Uh oh! Please make sure you use the email address that you regularly check and use when placing your order. This is the best way for us to get in contact with you! 

If you do not see any emails in your inbox, they may have been routed to your spam/junk folder. We recommend double checking that folder as well!  

If you have confirmed the email address associated with your order is correct, please reach out to support@scollar.com and we can help you out! 

Personalized Shopping

What is personalization?

Marketing technology company, Marketo, defines personalization as "...the process of using data to target and retarget leads with a brand message that speaks directly to specific customers’ interests, demographics, and buying behavior."

There are different ways that personalization is created for customers.  It could be as simple as using the customer's name in an email message, known as segmentation, to creating a curated experience for the customer using information unique to that customer, known as hyper-personalization.

Why are we creating personalized pet care?

We believe that personalizing product and service suggestions is the way to empower you to make fully informed decisions about products you buy for your pets. The more you know about what your pets like and dislike and what works and does not work for them, the better choices you can make to keep them happy and healthy.

There are so many factors that determine if a product or service will work for your pet, including personal preferences and health impacts. Our AI has shown us that different pet breeds have distinct issues that need to be considered when selecting products for them. For example, Dachshunds are prone to pancreatitis, French Bulldogs have lots of allergies, and Golden Retrievers get lots of hot spots.

We believe that there is wisdom in the crowd and we want to make sure that you have access to the insights of millions of other pet parents just like you. Sorting through mountains of data to make educated buying choices is a huge time commitment. So we created an AI to do it for you!

What does personalized pet care mean for me and my pets?

Personalized Pet Care means you can now get pet food suggestions based on a combination of detailed information about your pets, including: breed, age, living environment, lifestyle, and specific issues your pet struggles with.

Scollar's personalization AI engine gathers data from millions of real-world experiences of dogs and cats to make connections between breeds, issues, and foods. The Scollar AI then makes unique and individualized food suggestions using this detailed data.

Do you share my information with other companies?

We never share personal information about our customers or your pets with anyone or any company outside of Scollar.  Your privacy is of the utmost importance to us.