Frequently Asked Questions - Service

1. How long will it take to get my order?
   For prescriptions that have already been approved and are available to fill, you can typically expect to receive your medication within 5-7 business days from the date of order with standard shipping. For faster service, we offer Next Day service for an additional charge.
   
   
2. What if the prescription is not approved, not on file, or out of refills?
   For new prescriptions requested from your veterinarian, it typically takes 24-48 hours to get approval for the prescription to be ordered. Once it is ordered, you can typically expect to receive your order within 5-7 business days from the date of order with standard shipping.
   
   
3. Where can I find the shipping options for my pet's medication and a list of the shipping fees associated with different items?
   Log on to your account at www.vetcentric.com and bring up My Account. Click on the Help Center button. Click on 'Shipping Policy' to see a list of shipping options and charges for medications, accessories, and diets.
   
   
4. Can I get my prescriptions automatically filled and sent to me?
   Yes, you can enroll in our AutoRefill program and have your prescriptions automatically sent to you based on the days' supply as prescribed by your vet. Please see online instructions on how to set it up or call toll free 1-866-838-2368 and ask one of our dedicated Customer Service representatives for assistance.
   
   
5. Does it cost anything to set up automatic shipments?
   No, our AutoRefill program is designed to help you have the medications your pet needs when you need them. Orders of $100 or more receive a $4.00 discount off the product cost. For details, please call toll-free at 1-866-838-2368 and ask one of our dedicated Customer Service representatives for assistance.
   
   
6. What if I need to change the date on my automatic shipment?
   Simply click on the AutoRefill link in the medicine cabinet or contact our customer service team at: pharmacy@vetcentric.com, or call toll free 1-866-838-2368 and ask one of our dedicated Customer Service representatives for assistance.
   
   
7. How do I know that VetCentric is a verified/legitimate pharmacy?
   VetCentric is an FDA-approved pharmacy, licensed under the various state boards of pharmacy within the United states, that is committed to bringing quality medications to customers and their pets.
   
   
8. What kinds of guarantees do I have when I buy a medication for my pet from VetCentric?
   All products sold by VetCentric are acquired either directly from manufacturers or from registered distributors holding a valid wholesale license, assuring veterinarians that VetCentric only carries products approved for use in the United States.
   
   
9. Why can't I find prices or browse products on your Web site?
   VetCentric is an FDA-approved online pharmacy that works as an extension of your veterinarian's clinic. We are committed to bringing quality medications to pet owners across the country. We would be happy to provide you with prices for any of the medications or products that we offer. In order to do this we need to associate our search with a clinic. As we are an FDA approved pharmacy, we can only sell to pet owners who see a veterinarian who is registered with our service and authorizes prescriptions through us. If you would like to see if your clinic or veterinarian is registered, please call us at 866-838-2368 to speak with Pet Owner Services or send us an e-mail at pharmacy@vetcentric.com.
   
   
10. What is VetCentric's Return Policy and where is the return policy located on the Web site?
    VetCentric will accept the return of incorrect prescriptions within 30 days of the date of order shipment if the product is unopened and unused.
    
    Compounded and counted orders as well as orders more than 30 days old are not eligible for return or credit.
    
    Please print and complete the return form to accompany all returned orders.
    
    Please note: Shipping charges, except in the case of damaged deliveries, are non-refundable.
    
    Client credits will be processed on the credit card billed in the original script. The adjustment will be processed within 30 days of receiving the returned goods.
    
    For information on returns and refunds, please call toll-free at 1-866-838-2368, where a representative will answer all questions from 8:30 AM to 8 PM, EST, Monday through Friday, and Saturday, 9 AM to 4 PM, EST. You can also log on to your account at www.vetcentric.com and click on the link at the bottom that reads 'Policies'.
    
    
11. How do I contact VetCentric for help and support?
    The following are ways to contact VetCentric:
    
    Pet Owner Services: please call 866-838-2368
    
    Vet Hospital Services: please call 866-571-6790
    
    Email our pharmacy: pharmacy@vetcentric.com
    
    Email our online Support Helpdesk: support@vetcentric.com