(800) 710-9770 Customer Service 8-5 Pacific

Customer Service

Ordering

VetDepot offers prescription and nonprescription items. All items requiring a prescription are indicated with a red "Rx required" above the price. You may place items in your shopping cart by clicking the "Add to Cart" button next to any product on our site. To view your shopping cart, click the "My Cart" tab in the top right portion of any page. From the "My Cart" page, you may click the "Proceed to Checkout" button to complete you order. Our one page checkout is simple! Enter your shipping and billing information and your nonprescription order is complete. If an item requires a prescription, we will ask for your pet and veterinarian information. We are unable to accept prescriptions that are emailed or faxed by customers. Prescriptions may be mailed to VetDepot 480 W. 83rd St. Hialeah, FL 33014. If you would like, we can send a prescription request to your veterinarian for you. For payment, we offer Visa, MasterCard, American Express, Discover, and PayPal. You may also pay by check through PayPal or by mailing it to us directly. We will email you a confirmation for your records once your order is complete.

If you need to order by mail please use our form Order By Mail (PDF)

Privacy & Security

Protecting your information is our highest priority. We understand how valuable your trust and personal information is and fully protect it from the possibility of unauthorized use. Although we may contact you regarding coupons or special offers, you can always ask to be removed by sending us an email or calling. We never share your information with any other party. Your order information is fully protected using the latest Secure Sockets Layer (SSL) technologies. 

Shipping & Delivery

We offer free shipping on orders over $79 for all 48 contiguous states. Standard shipping for orders under $79 is $5.99 for all 48 contiguous states. Orders weighing more than 30 lbs will incur actual shipping charges. All products are shipped Monday through Friday. Nonprescription items are often shipped within one day after the order is placed.  For prescription medications, we must obtain a written prescription prior to shipping.  Please note there can sometimes be a delay in receiving a written approval from a veterinarian and you should take this into consideration when planning your order time.  Once we receive a prescription from your veterinarian, our normal delivery for standard shipping is 4-6 business days. Our Pharmacy is fully licensed, regularly inspected and can ship and dispense to all states except Arkansas, Hawaii, and Louisiana. Refrigerated items require overnight expedited shipping and ships Monday through Thursday. During summer months, the purchase of 1 or 2 additional ice packs is advised. Please call if Saturday delivery is required. No PO Box addresses may be used for vaccines or other items shipped via UPS and there are no returns of refrigerated items.  We currently ship via US Postal Service and UPS. We may fulfill the items in your order from different warehouses, so your order may arrive in different boxes and at different times. You will receive shipping confirmation(s) by email at the time of shipment. We will try to notify you as soon as possible if a product becomes back ordered and you will have the option of waiting for the item to become available or canceling and receiving a refund. At this time, we only ship within the United States, APO or AFO.

Returns & Replacements

We offer only the highest quality products available. If you receive a product that has been damaged during shipping, please contact us immediately so we can arrange to have the product replaced or have a claim filed with the delivery carrier if necessary.  We pay for return and replacement shipping for any order errors that are our fault. Claims must be made within 72 hours after you receive an order. You may cancel an order at no cost if it has not yet shipped. 

Once an order has shipped, it is subject to our terms of return.  By law we cannot accept prescription item returns.  If you need to return an over the counter item, please contact us for a return authorization.  Refused orders are treated as returns. The product(s) being returned must arrive unopened and in sellable condition.  We strongly urge shipping any returns in durable protective packaging with tracking so you can confirm when we have received it.  All returns are subject to a restocking fee and must be made within 30 days of the original order. Shipping fees are reimbursed when the return is due to our error. We are unable to accept returns of needles, syringes, and refrigerated items.

Payment, Pricing & Promotions

We accept payment for orders by Visa, MasterCard, American Express, Discover, and PayPal. You may also pay by check through PayPal or by mailing it to us. All credit cards are charged at the time the order is placed, if any modifications need to be made to the order we will refund/charge your credit card on file accordingly.  Large wholesale orders may require prepayment via wire transfer prior to shipment. We continually work to improve volumes and efficiencies to offer you the lowest prices available. If you find a lower price on an identical product, offered by a United States website, contact us and we will do our best to match or beat that price (More Information). All prices are subject to change without notice and due to unintentional typographical errors; our prices may differ from what is shown on the website. We will correct any errors as soon as they are brought to our attention. Unless otherwise noted, all promotions and coupon codes are subject to a one time use within 30 days of receipt and subject to change without notice. 

Viewing Orders

You may view your current or previous orders by logging into your account through the tab in the upper right portion of our website.  You will also receive an order confirmation at the time your order is placed and one or more shipping confirmation emails with tracking information as your order is shipped.

Updating Account Information

Once you have made an account, you may log into your account at any time through the My Account tab in the upper right portion of our website.  Any information may be edited and you may have separate shipping and billing addresses.  If different from your shipping address, please be sure to have your billing address identical to that of your credit card company.