FAQ

Q: Is there a toll free phone number for me to reach a representative? 

A: Yes, please contact us 800.255.1181 Monday – Friday 7 am to 5 pm (CST) or Saturday 8 am to noon; our client services representatives are available to assist with your ordering needs.

Q: May I order a product not listed on your website?

A: Yes, we can source products for you, please contact us at 800.255.1181 or 920.885.2800.

Q: What items will I be getting charged shipping on?

A: Shipping will be charged on FOB items listing a weight, hazardous and special order items. Please also see shipping policies for details regarding minimum orders.

Q: What will my shipping charges be on ground orders?

A.  This will vary based on weight of the package and location your package is shipped to.

Q: What will my shipping charges be if I have my product is shipped next day or second day?

A.  This will vary based on total package weight and location package is shipped to based on zip code. Please contact Client Services at 800.255.1181 or 920.885.2800 to determine which shipping options are available in your area.

Q: When will my order be shipped?

A.  Most orders that are placed Monday thru Friday before 4 pm (CST) will be shipped the same day.

Q: What is the fee for hazardous products?

A.  The hazardous fee is $25.

Q: What is my tracking number?

A.  The tracking number can be found on the e-mailed invoice sent during confirmation.

Q: How are my vaccines shipped?

A.  Vaccines are shipped in a cooler box with ice packs. For destinations further than a 3-day delivery time we recommend next day or 2nd day air services. Vaccines are not shipped over the weekends.

Q: Are there quantity breaks?

A.  Yes, on some items. For example, an item will indicate a quantity break denoted in individual product description as Quantity: 12+ items. 
 
Q: What is your return policy?

A.  All returns must be pre-authorized by contacting our returns department at 920.319.4343 or email. Please provide your account number and original invoice number. Returns must be made within 30 days of the purchase date. Products may be returned if undamaged and in new condition or if covered by manufacturer warranty. Returned product may be subject to a restocking fee. Vaccines, refrigerated items, prescription products, books, videos, special orders, and hazardous materials are non-returnable. Short dated or expired products are non-returnable unless refunded by the manufacturer and may be subject to a restocking fee. The method of refund will be determined by the original method of payment.

Q: How can my veterinarian submit a prescription for my herd?

A.  Prescriptions can be submitted to our regulatory department directly via phone: 920.319.4344, fax: 920.885.2812 Att: Regulatory Dept or email.

Q: Do you ship out of the United States?

A .  Yes, we can source all of your product needs, carefully pack and ship your products using convenient delivery options available in small parcels, pallet and containers shipping via US mail, FedEx, UPS and freight companies. For all international orders, contact Liz Purvis, International Accounts Manager at 920.319.4333.