Frequently Asked Question

How does your return policy work for prescriptions and over the counter medications?

For your protection, state and federal laws do not permit pharmacies to resell prescription products if they have been returned after sale, even if they are unopened. In special cases, prescriptions may be returned for credit but the medication will be destroyed by the pharmacy. Over-the-counter products may be returned to the pharmacy for credit provided that they are unopened, not temperature sensitive, and are returned within 30 days of the original sale date. Exceptions to this policy will be made on a case by case basis. All return requests must be pre-approved by the pharmacy before return documents or credits will be issued. Return policies may be subject to change.

How does your return policy work for nutrition products?

We honor a 100% customer service satisfaction standard on all nutrition products. If you are not satisfied with a product for any reason, you may contact your veterinarian or call Vetsource at (877) 738-4443 for replacement or refund. There is no need to return the product to your veterinarian or Vetsource — you may either donate it or destroy it.

How much should I feed my pet? What if my pet has an adverse reaction?

Any concerns about your pet’s diet, health or medications, or specific questions about the use of any Home Delivery products, should be directed to your veterinarian or their staff.

Do I have to be at home to receive my delivery?

We will deliver most products to your home without a signature. There are exceptions, however. Certain products (eg. controlled substances and medications needing refrigeration) must be tracked and signed for.

I live in a remote area. Can I still have food and prescriptions delivered?

Yes. However, due to state and federal regulations, we can only ship to a street address (home, work, etc.) We cannot ship to a P.O. Box.

Whom do I contact if I have problems with my order?

You can track your order online or call Vetsource toll-free at (877)738-4443. We are happy to help with any problems you may have.

How quickly will I receive my pet's food and prescriptions?

Because Vetsource has distribution centers across the country, you can expect prompt delivery. Overnight or expedited delivery is available for an additional charge.

How do I know my order has been approved?

Your order request will automatically be forwarded to your veterinarian for approval. You will receive an email or phone notification as soon as your request is approved. If for some reason your veterinarian does not approve the request, you will receive a notification with further instructions.

Is my credit card safe?

Yes, Vetsource utilizes a secure website where all transactions are performed using Secure Sockets Layer (SSL) protocols so the security of any data transmitted to Vetsource is guaranteed.

Will I pay the same price if I have products delivered to my home instead of picking them up at my veterinarian’s office?

If you order products for Home Delivery, you will pay the hospital’s set retail price, plus a nominal shipping and handling fee. However, all AutoShip, RemindMeSM, food orders and orders over $49 include free shipping.

If I don't have internet access, can I still place orders for Home Delivery?

Yes. Simply call (877) 738-4443. Our Pet Owner Care team will be happy to place an order for you. You can also place orders through your veterinarian.

How do I shop and order products for Home Delivery?

You can shop online through your veterinarian’s online store, at their office or by calling (877) 738-4443.

What are the benefits of Home Delivery for me?

Convenience! When you don’t have time for a special trip to your veterinarian’s office to purchase your pet’s food or medications, you can go online. A broad product offering is available through Home Delivery where you can ensure regularly scheduled delivery of your pet’s diet and prescriptions by signing up for the auto refill program.

Who do I call if I have a question?

If you are having any issues with your Vetsource Home Delivery program, contact us at (877) 738-8883.

How does Vetsource support hospital staff?

We provide reliable call center support, web-based training, client sign up forms and a variety of marketing materials for the practice. We also save you time by providing client reminder services and an automatic refill program for your clients.

What sort of training is available?

You and your staff will be presented with interactive training sessions to learn about the Vetsource Home Delivery program. Training sessions can be scheduled at a time that is convenient for you. Vetsource also offers tutorials and demos on demand so that you can learn more about specific features of the program.

What if we don't have a website?

Vetsource can provide a simple 5-page website with basic content and a contact page.

Can we use our existing website?

Yes. You can easily add a link to your existing website that will drive people your online store.

Do we need a special computer system or type of computer to use Vetsource?

No, you can access ScriptRight®, Services Home and our other web-based tools from any desktop, laptop or mobile device with internet access.

How does your Home Delivery return policy work for prescriptions and over-the-counter medications?

For your protection, state and federal laws do not permit pharmacies to resell prescription products if they have been returned after sale, even if they are unopened. In special cases, prescriptions may be returned for credit, but the medication will be destroyed by the pharmacy. Over-the-counter products may be returned to the pharmacy for credit provided that they are unopened, not temperature sensitive, and are returned within 30 days of the original sale date. Exceptions to this policy will be made on a case by case basis. All return requests must be pre-approved by the pharmacy before return documents or credits will be issued. Return policies may be subject to change.

What happens if a client is dissatisfied with a food order? How do I handle returns?

We will honor a 100% customer service satisfaction standard on all nutrition products. If the client is not satisfied with the product for any reason, they can contact you directly or call Vetsource at (877)738-4443 so that the product can be replaced or refunded immediately. If the client returns the product directly to your practice, you may either keep it, donate it or destroy it.

How is the product delivered?

Vetsource has partnered with the major shipping companies, so your clients can expect prompt delivery. Clients should allow one week for all refill requests. Overnight or expedited delivery is also available for an additional charge.

Will I be approving all orders?

You will need to approve all prescription orders. Besides ensuring the best care for the pet, this helps strengthen your relationship with the client.

How do I know that my clients’ information will be kept confidential and secure?

Vetsource is built on a secure platform that guarantees the integrity and confidentiality of client information. We do not rent, sell or barter any customer information to anyone for any reason.

What's the product cost to the client?

You set the price of all your products. The cost to the client is the hospital’s retail price plus shipping and handling and applicable taxes. Clients get free delivery on all AutoShip, RemindMe and food orders, as well as all orders over $49.

How does Vetsource help with client compliance?

Vetsource sends customized email or voice messages with refill reminders to your clients on your behalf. And our AutoShip and RemindMeSM options allow them to schedule regular deliveries of their pets’ food and medications for Home Delivery when they need them.

What are the benefits of Home Delivery for clients?

Clients benefit from the convenience of online ordering and having their pets’ food and medications delivered right to their front doors. AutoShip and RemindMeSM help ensure that they’ll always have their pets’ food and meds on hand when they need them.

What if the practice currently uses another Home Delivery service?

Using Vetsource Home Delivery does not preclude you from using other online pharmacy services.

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