Frequently Asked Questions (FAQ's)

I forgot my password, how can I locate it?

On your clinic’s storefront page, click “Retrieve password” right below the “Create Account” link. You will then enter your e-mail address and answer your security question that you set upon creating your initial account.

I ordered a while back, where is my shipment?

You must contact your clinic either by phone or email with the following information: your order # and date order placed, pet name, products ordered. Your clinic will be able to locate your order to determine its status. Orders that are placed to the pharmacy by noon are shipped that day.

I cannot locate a product on my clinic’s online pharmacy?

Ensure that you are spelling the product correctly.You can always type the first part of the product name and search that way i.e. Heartgard – search “heart” and it will bring up all products utilizing that name. Other searches available are by product category and manufacturer. If still unable to locate contact your clinic.

Why is the shipping cost different on pet food?

Pet Food is shipped directly by the manufacturers and does not come out of our warehouse. Manufacturers set their own shipping prices.
Note: Since there is a flat fee for shipping pet food (regardless of weight)you might want to take advantage of ordering larger quantities.

After I placed my order I noticed an error, how do I make that correction?

Notify your clinic by phone. If you try to notify by email, it may be too late – once the clinic releases the order – it is placed automatically and cannot be changed and or deleted.