Shipping Guideline

Office Hours

Our corporate and shipping offices are open from 9am to 5pm EST, Monday through Friday and are closed Saturday and Sundays. Our shipping offices are closed on all government and postal observed holidays.

Shipping Policies

We use the US Postal Service for almost all shipments. Business days are Monday through Friday. Weekends are Saturday and Sundays. Please also be aware of Postal Holidays. Orders placed on the weekend will ship at the next earliest business day which is usually the following Monday.

Standard US Delivery

All standard delivery orders ship out the next business day. Most US delivery addresses can expect to receive their shipment within 3-5 business days. Alaska and Hawaii, delivery time may vary.

Express Delivery

Express delivery is guaranteed in 1 or 2 business days. We cannot ship express deliveries internationally, to an APO/FPO address. Express shipping to a Post Office Box can only be used with the USPS. We cannot offer delivery on a Saturday. All express orders placed after 12 pm (noon) Eastern Time will not ship out until the next business day. Alaska and Hawaii, please call for a quote.

Undeliverable or Refused Packages

Refused or undeliverable orders will be refunded according to this Guideline, less shipping and handling and a 20% processing fee. The customer is responsible for providing a deliverable address when placing the order.

Order Fulfillment

We strive to fulfill your order correctly and quickly. In order to maintain the best service to our customers, we have several guidelines in our order processing.

Autoship Program

Our Autoship program delivers a 30 day supply of product to your doorstep every month. This convenient program saves you time and money, and keeps you from running out of product. Autoship is a special promotion intended for customers who have purchased and are already satisfied with the product and wish to keep receiving the product for their pet on a monthly basis. For that reason, we can give a special discount AND free standard US shipping. However, this also means we do not accept returns on autoship orders.

There is no term contract with Autoship orders, and you can cancel up until the date of shipment of your next order with no charges. Please contact service@vetionx.com if you have any additional questions about our Autoship program.

Paid by Check

We gladly accept money orders or cashier's checks as form of payment for all our products.

Cancellations

Cancellations must be made before the order ships. If the product has not shipped, a refund will be issued by the same method of payment the order was originally charged. If a cancellation is placed after the order shipped, it is up to the customer to refuse the package or send the package back. Once the package is returned, a refund will be issued (except for the shipping and handling charges). All refunds are processed within 10 to 20 business days. We reserve the right to cancel any order at any time.

Returns

Please visit our Return Guideline.

International Orders

Custom restrictions and warranty issues prevent us from shipping to every international location. For international orders, there may be customs fees levied on packages, as well as additional package tracking fees. VETiONX is not responsible for these fees, and if a package is refused or undeliverable any customs fees paid upon return or tracking fees will be deducted from the refund amount.

We allow for internet ordering for the following countries:
Argentina; Austria; Australia; Aruba; Barbados; Belgium; Bermuda; Brazil; Bahamas; Canada; Cayman Islands; Chile; China; Costa Rica; Cyprus; Denmark; Egypt; Finland; Fiji; France; France, Metropolitan; Germany; Greece; Greenland; Guam; Guatemala; Hong Kong; Iceland; Ireland; Israel; Jamaica; Japan; Korea, Republic of; Kuwait; Luxembourg; Macau; Malawi; Mexico; Monaco; New Caledonia; Netherlands; Netherlands Antilles; New Zealand; Norfolk Island; Norway; Panama; Peru; Papua New Guinea; Philippines; Poland; Puerto Rico; Portugal; Saudi Arabia; Singapore; South Africa; Spain; Sweden; Switzerland; Taiwan; Thailand; Turkey; Trinidad and Tobago; United Arab Emirates; United Kingdom; United States; US Minor Outlying Islands; Venezuela; Virgin Islands (U.S.)

You must call us directly to order for countries not listed above.

1. If your order is to be shipped outside USA, you can choose from three shipping options:

a) Standard shipping with tracking (depending on the country) - delivery time 7 to 14 business days
b) Standard USPS without tracking (depending on the country) - delivery time of 2 to 4 weeks
c) Saver (consolidated freight) without tracking (depending on the country) - delivery time of 4 to 6 weeks.

For all international shipping options, there may be additional transit time for rural locations, as well as airline or weather delays, which may add an additional 1 to 3 days to your expected delivery.

2. Do not order items that are illegal to import into your country. Laws vary country to country. It is your responsibility to check with your Customs office to see if your country permits the shipment of our products. Generally speaking, we have never encountered problems with customs when shipping to Canada and most Western European nations. We have had occasional trouble when shipping to Australia and Thailand, where the order was returned back to us.

3. Tax and duties for international orders are not included in the shipping charge. Customers are responsible for any additional Customs fees. A separate invoice for the tax and duties (Customs fees) will be charged to you from either USPS or FedEx® or your country's Customs office.

If the package is seized by Customs for any reason and is returned to us, we will issue you a prompt refund, less shipping costs and any Customs fees charged to VETiONX by your country and/or the shipping carrier. If the package is not returned to us, we cannot issue you a refund. Most orders are held by Customs for the purpose of charging import duties and Customs fees. Please contact the Customs Office in your country about duties and fees before ordering, as we are not responsible for these charges.

If your package is delivered to you and USPS or FedEx® has paid the Customs fees on your behalf, to ensure prompt delivery of your order, you will be responsible to pay the custom fees to USPS or FedEx®. International order transactions are not considered complete until delivery is confirmed. If you do not pay the Customs fees, this does not excuse you from the charge to either return or destroy the package. Since your transaction is not complete, VETiONX will charge those fees to the credit card you used when placing your order.

All of our products sold internationally are meant for personal use - up to a 90 day supply of each product may be purchased at one time.

Fraud is taken very seriously. Anti-fraud measures are in place at multiple levels and at different stages of the transaction with our merchant account partners.

4. Prepayment is required. Payment must be by credit card, US or International Money Order, or cashier's check drawn on a US bank.

5. If you do not agree with our international shipping Guideline, you are welcome to set up an account with a freight forward company located in the United States. We will ship your product to your verified freight forward US postal address, but we are not responsible for delivery times or package integrity from that point forward.

Revised July 31, 2013


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