Frequently Asked Question

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.

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.

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.

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.

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.

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.

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

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.

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.

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, RemindMe^SM, food orders and orders over $49 include free shipping.

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.

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

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.

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

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.

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.

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

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

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

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.

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.

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.

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

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.

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.

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

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

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