1. Shipping Information
Orders placed before 1PM Pacific Time Zone will ship on the same business day in most cases. Orders received after 2PM or on the weekend(s)/holidays will NOT ship same day.
Vetco does NOT process online orders on Fridays after 2pm through Monday 9am. These are either non-business hours or past shipping cutoff.
If you have specific delivery instructions, please write them in the notes field of your order when checking out. We will do our best to make sure they are followed or given to the delivery driver.
Shipping rates are displayed in the shopping cart. Please enter your "Shipping Country", "Shipping State" and "Zip-code" and press the "GET SHIPPING OPTIONS" button for shipping costs. Shipping Rates are calculated in real-time and may change from day to day depending on carrier updates. Your shipping cost quoted when placing your order should remain the same. If shipping ends up costing more that originally estimated, we will contact you.
If your order shipped by FedEx, or USPS Priority Mail, you will be emailed a tracking number automatically. Please wait until after 8PM on the day you receive the "Order Status: Shipped" email from us.
Freight Forwarders: We do not ship to freight forwarders. If you place an order that’s shipping to a freight forwarder or other mail transferring or international mail/shipment service, we will cancel your order. If you truly do need to use a freight forwarder, you MUST contact us BEFORE you place your order and give us a really good, verifiable, reason and then we will consider giving you written approval, after which you can place your order. We may still require payment with PayPal for any international order. Or we may offer TT bank to bank transfers, though that method will invoke a $100 dollar TT Transfer fee.
2. Shipping Methods
***Saturday and Sunday are NOT counted in these transit estimates.
***Express and Air Shipments get processed same day.
***Ground & Flat-Rate should go out next business day. 95% of all orders go out same day.
*** We do NOT guarantee all these shipping times but these are what is published on fedex.com for expected times. We do our best to try and meet timing requirements of all orders and try to process all the same day. If you have any shipping concerns, you should contact us.
USPS Priority Mail:
Available for small orders only (Less than 1/2lb). We offer USPS Priority mail flat rate envelope shipping as a low-cost shipping option on small orders for our customers. We utilize the Priority Mail Flat-Rate Padded Envelope strictly for PO boxes.
***If you selected FedEx Flat Rate & Are shipping to a PO BOX #, expect an additional fee to be added to your order. FedEx will NOT ship to a PO BOX!
In-Store Pickup / Will Call:
Local pickups from our retail store in Bellevue, Washington State are also available; Please choose the "Local Pickup" option when choosing your shipping method. There is no fee for local pickup. Please note: Your will be notified by email when your order is ready to be picked up - Your order will not be ready for pick up until you receive this notification! Orders for Local Pickup are processed Monday-Friday during regular business hours only.
APO / FPO / Military Mail:
We will make every effort to accommodate your shipping needs. Please contact us to arrange shipping for APO/FPO addresses.
Vetco now ships to over 30 countries using USPS Priority Mail International Flat-Rate. This is an "Air Mail" service that will arrive in 6 to 10 business days for *MOST* countries, however delivery times of up to a month or more are not uncommon.
Delivery times will vary according to the destination and the speed of your country's postal system. We provide a tracking number. Once your package leaves the United States, we can no longer help you with tracking updates. It will be up to you and your countries postal system. We have no insight into or control over packages that have left the U.S.
Due to airmail restrictions, we are unable to ship most chemicals (liquids and aerosols). We will remove these items from your order if they cannot be shipped through the mail.
Vetco is not responsible for any duties or customs fees imposed when your items arrive. Vetco must declare the contents and item values on the customs form. We are a business and we cannot mark your package as a "gift". It is your responsibility to verify your countries duty fee amount and Vetco can not pre-pay duties for you. This includes all shipping methods.
PLEASE NOTE: These international shipments are NOT INSURED against loss or damage. If your package fails to arrive or arrives damaged, Vetco will NOT issue a replacement or refund.
Undeliverable and Returned Packages: We ship your order to the address specified by you during the checkout process. - Packages returned to us as undeliverable are not eligible to have shipping charges refunded and additional shipping charges are required to re-ship your order. In most cases, if your package is returned to us, there is a $16 dollar return fee that we were already charged by the carrier. You are liable for this fee. If you cancel your order instead of requesting that it is re-shipped, the fee will be deducted from the refund. An additional 10% processing and handling fee may be assessed on undeliverable packages.
3. BackordersPlease Note:
If you need to check availability of a specific item, please contact us before your place your order.
Although it is a rare occurrence, Vetco will occasionally have no stock on an item that you order. If this happens, you will be given 3 options.
***option 3 will incur another shipping charge. We try to avoid this at all costs by either shipping directly from a warehouse or offering substitutions. We will email or call while we are processing your order to over options.
Standard Back Order lead Time Is Around 1 Week but can be more depending on unforeseen circumstances. We will notify you if its longer than 10 business days.
Return Policy for Online Orders:
All items sold from vetco.net include a 30 day warranty. Returns for non-defective, un-opened items are accepted within 30 days of shipping for a 15% restocking fee (waivable at managers discretion). Items must be returned in the condition they were sold to you in. Sorry, opened, unwrapped or unraveled cables and cut bulk wire (wire and products sold by the foot) are non-returnable, no exceptions.
Non-Refundable Items Include:
***Any defective product or something that was in our control will be covered by Vetco. We will do our best to make it right just keep in mind we have zero control over shipping delays.
How to Return an Item:
***Keep in Mind that for all refunded products we DO NOT refund shipping price or processing fees. The total refund amount will be based off your subtotal or the parts only. Also Note there can be restocking fee that may apply up to 15%.
In-Store Purchase Refund Policy
5. Lost Packages
FedEx Shipments -- FedEx has a claims processing system. Its not super quick. We can not cross-ship you a new item for free. FedEx has never lost a package for us yet. The delivery driver may hide the package in an "interesting" location for safety. Please carefully search your front porch/gate/driveway for the package. Its always there in our experience so far. We cannot refund your order for "Act of God" situations. FedEx is the most reliable service we have and have a 100% success rate with them so far.
We will work VERY HARD to take care of you and your orders. Please contact us if you have any issues.
USPS Shipments -- Unfortunately, the post office does not give us speedy results. If a package is lost, delayed, damaged, etc., then Vetco does not accept any responsibility. We are only able to make claims after the package has already been lost for 15 days, and no later than 60 days, and are happy to do so. Claims are very rarely won. Please be aware that packages returned to us for ANY reason will require a second shipping payment. USPS tends to have a larger "unable to deliver to address" problem, and we highly advise customers choose another option (e.g. FedEx).
You can view the USPS claim process here: USPS Claim Filing.
International USPS Shipments That May *Seem* Like They Are Lost -- International packages can take up-to 6 weeks to be delivered. We have zero control over your country’s customs, and how long they decide to hold a package. As for Tracking information, you will always get a "delivered confirmation", when it arrives, but often, there aren't good updates throughout the process, especially once the package leaves the U.S. Once the package leaves the United States, we have can not provide tracking updates. Please be patient. International shipping takes a VERY long time sometimes.
Any questions or concerns, please reach out to us as we are willing to work with any customer to the best of our abilities. The information above is not set-in stone, and is strictly to give our opinion based on our own experience.