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ORDER PROCESSING TIME

• Over the counter items: These orders are processed in 24-72 business hours if the item is in stock.
• Prescription Items Note: We will contact your veternarian within 24 to 48 hours.
  
  Some factors that may slow the approval process include, orders missing clinic fax phone numbers, incomplete order information and missing required fields. Veterinarians need to complete the fax page we send them. In some cases, veterinarians may forget to include certain information. We have to contact the veterinarian for clarification.
  
  Once the prescription authorization is received from the veterinarian, orders are processed and shipped in 1-3 business days in most cases. Some approvals and order processing can take longer and orders can be delayed by increased order volume. We can not ship prescription orders without a veterinarian’s approval.

EXPRESS DELIVERIES

Express shipping (1-2 business days) starts at $36.95 and is shipped via FedEx. A physical address must be provided for delivery. Exceptions: Alaska and Hawaii are not eligible. Items listed as ORM-D or items that specify ground shipping only. Express orders are only shipped Monday-Wednesday. We do not ship Express on Thursday or Friday as we cannot guarantee weekend delivery.

There are size limits for Express 1-2 Days orders. Generally, the maximum size is roughly 3-6 bottles or average sized items. If you have selected Express 1-2 Days shipping and your order is too large, your order will be shipped Priority instead and the Express 1-2 Days fee will not be charged. Please make sure to give us a valid phone number that we can reach you at immediately. If there is an issue with your order we will call you before 6:00 PM EST (3:00 PM PST) to make sure that your order goes out the same day.

Shipping fees may increase depending on destination, weight of the package or mail carrier limitations. FedEx does not guarantee express deliveries if the package encounters inclement weather. EntirelyPets Pharmacy is not responsible for any shipment that undergoes unforeseen delays due to inclement weather. It is the customer's responsibility to be aware of weather conditions in their delivery area.

Vaccine Shipping/Shipped Cold Items

Shipping is $36.95 + a $6 surcharge for ice. Your order will ship via Express 1-2 day mail and will be packed in an insulated box with ice packs. Items that are required to ship this method will be listed in the item description. Orders placed after 2:00 PM EST (11:00 AM PST) may not end up being able to ship out the same day.

Restrictions: All foreign orders are ineligible. Free shipping is ineligible.

Note: Vaccine orders/shipped cold items are only shipped out on Mon-Wed. due to Express service only being able to deliver during weekdays. We cannot be responsible for vaccine or other refrigerated orders that are delayed because no one is present at the time it is delivered.

Some of our items are required to ship via the ground by our mail carriers. These items are marked with the ORM-D blue logo. ORM-D blue logo items CANNOT be shipped to Hawaii, Alaska or all of Norway.

DISCREPANCY IN ORDERS

EntirelyPets Pharmacy must be contacted regarding any discrepancies or damages within 24 hours of receipt of the order. You may be asked to send photos for clarification. Failure to adhere to this policy will hinder the ability for us to rectify the issue due to time constraints regarding delivery.

PAYMENTS

We accept Visa, Mastercard, Discover, American Express or Check/Money Order. Checks/Money Orders should be made payable to EntirelyPets Pharmacy. You order will be released at time of check clearing. Please note if PayPal is the selected payment method, the entire cost of the order will be charged at the time of order placement.

RETURN POLICY

We can not accept returns on prescription items.

Please visit the FDA: https://www.fda.gov/regulatory-information/search-fda-guidance-documents/cpg-sec-460300-return-unused-prescription-drugs-pharmacy-stock to learn more.

Return of non-prescription goods may be made within 30 days of receipt of the shipped goods (exclusions apply to all temperature sensitive items). Only unopened/unused non-prescription goods will be refunded minus shipping costs. All returns are subject to restocking fees of up to 25% and are assessed upon receipt of the return. Please give us a call at 1-800-738-7209 to speak with a representative regarding return of an item.

Packages returned by customs will incur the deduction of the International shipping cost from the total refund. Packages returned damaged will be inspected and all applicable deductions will be handled on a case-to-case basis.

SIGNATURE CONFIRMATION

High-value orders may require a signature upon delivery to ensure that the order is received. This can't be removed or waived by us or our representatives.

INCLEMENT WEATHER POLICY

If you live in an area that experiences extreme temperatures, we recommend you choose the express shipping method. EntirelyPets Pharmacy is not responsible if a package encounters inclement weather conditions, as this is outside of our control. It is the customer's responsibility to consider current weather conditions in their delivery area when ordering medications. If special arrangements need to be made for shipping, please contact customer service at 1-800-738-7209. Additional charges may be incurred.

CANCELLATION OF ORDERS

Cancellation or modification requests for an order can be made if it has not been sent to our warehouse for processing yet. If the request is made after the order was sent to the warehouse, the return procedures will need to be followed upon receipt of the merchandise by the customer. Please refer to the Return Policy section.

Please note that our order fulfillment and shipping systems are designed to get orders on their way quickly and efficiently. Therefore, once the order has been sent to our warehouse for processing, neither you nor our customer service staff will be able to cancel or modify it. We are not responsible for orders that cannot be canceled or modified after an order has been submitted.

Pet Food Ground

Shipping is calculated per the shipping rates given to us by our carriers. We will choose the shipping company that best fits your pet food order to get you the best rates and service. Please allow 7 to 12 business days for ground delivery.

Please call customer service at 1-800-738-7209 to receive a shipping quote for Pet food orders weighing more than 80 lbs.

Shipping Schedule

	Monday	Tuesday	Wednesday	Thursday	Friday	Saturday	Sunday
Order Cut-Off (PST)	3:30 PM	3:30 PM	3:30 PM	3:30 PM	No Outbound	No Outbound	No Outbound

Exceptions: We do not ship food Express. Pet food is not available internationally. Some items that are bulky and or heavy will need to ship via Pet Food Ground. These items will be noted in the item description box.

Restrictions

Some items sold by EntirelyPets Pharmacy cannot be shipped internationally due to import restrictions, manufacturer restrictions, or size. For example, pet food and products containing animal by-products cannot be shipped internationally. Items unable to be imported to your destination country will either be restricted from completing checkout or a customer service representative will reach out to further explain shipping options if any are available.

Limitations

For products shipped internationally, please note that any manufacturer warranty may not be valid, manufacturer service options may not be available, product manuals, instructions and safety warnings may not be in destination country languages; the products (and accompanying materials) may not be designed in accordance with destination country standards, specifications, and labeling requirements, and the products may not conform to destination country voltage and other electrical standards (requiring use of an adapter or converter if appropriate).