| FREQUENTLY
ASKED QUESTIONS |
 |
- Can I change my account information? Yes,
however any change will be confirmed by telephone before the changes
are made. Please use the “Customer Change of Information” request
form under the “New Customer” tab on our homepage.
- How do I return products? Product
returns may be requested once you have logged onto your account under “Request
R/A” or
by calling the Penn Veterinary Supply Customer Service
department at (800)233-0210. You will receive a Return
Authorization confirmation via e-mail. After receipt
of the confirmation you will then receive the appropriate
number of return labels, via mail, so you may send
the product back via UPS. Returns that are not due
to our error may be subject to a $10.00 processing
fee. Please, make sure packages are packed well enough
to ensure against damage. Thank you.
- May I order controlled substances on-line? Yes.
As with all DEA controlled substances, we must have your current
federal DEA license on file and they must be shipped to the address
indicated on that current federal license.
- When should I expect to receive my order? Orders
placed between 12:00 am – 6:30 pm E.S.T., Monday through Friday,
are shipped from Lancaster, PA the day they are received. One to two days
transit is normal for the eastern coast of the United States and 3-5 business
days for the west coast, via ground shipping. Delivery days are Monday
through Friday. Items that require refrigeration will be shipped Monday
through Thursday only (see Quality Assurance below) to avoid weekend transit
time. Items too large to ship ground carrier may take longer.
- Quality Assurance: Products requiring refrigeration
are shipped with frozen ice packs and cold temperature indicators.
Refrigerated products will be shipped for overnight delivery. Delivery
charges may be applicable.
- Need it right away ? We offer Next Day Air
and Second Day Air Service to 48 Continental United
States. If these services are available in your area, they will be
noted at time of check out and may be subject to additional shipping
charges. Please
note: Aerosol and hazardous items can only
be shipped via Ground Service. Shipping and delivery
days are Monday through Friday. Bulky items may incur
additional air charges. This is reflected in your
freight total.
- Where may I find tracking and shipping
confirmation? Tracking
and additional shipping information is available to
those with “Buyer’s
Access” , on any invoice detail under the “My
Orders” section.
- What if my shipment is damaged or missing
products listed on the packing list? Save all packing material
in the event of a damage or shortage and contact the Penn Veterinary
Supply Customer Service department at (800) 233-0210. Fortunately
we have years of shipping experience; very rarely do we incur damage
in transit.
- Are there any shipping charges or minimum
order requirements? Items that require additional handling or
packing requirements will incur an additional charge. These items will
be noted as such at time of order. Orders are shipped via the carrier
of our choice, considering the best transit time to your clinic. Expedited
shipping options will be noted at check out, however all applicable shipping
charges will apply. Orders shipped by common carrier may incur an additional
charge. Special delivery options are available on a per carrier basis;
additional charges may apply. There are no minimum order requirements.
Shipping charges may be waived at Penn Veterinary Supply’s discretion.
- Does Penn Veterinary Supply ship outside
of the United States of America? At this time, orders are shipped
within the continental United States only. If you reside outside
of the continental United States and wish to order, please contact
our Customer Service department at (800)233-0210. Please remember,
Penn Veterinary Supply only offers sales to, or under, the direction
of a licensed veterinarian.
- May I drop ship items to another address? Yes
however, any additional freight shall be charged to your account.
The shipping address must be listed on your account file with us
prior to shipment. This is to avoid fraudulent charges to your account.
Controlled substances are not available for drop shipment
unless there is a valid Federal DEA license for the requested shipping
address.
- What are my payment options? Customers
who currently have an account with Penn Veterinary Supply may choose to
bill orders under their Penn Vet account, or pay by VISA or MasterCard.
New customers, and web only customers, outside our current marketing area
may pay by VISA or MasterCard at time of ordering. Customers who have requested
complete access accounts, may view and pay any balances they have, on-line.
- How long after I open a Penn Veterinary
Supply account may I start placing orders on the website? You
will receive confirmation of your completed account via e-mail
by the next business day.
|
|
