Frequently Asked Questions
~I am not a veterinarian; can I still order from you?
~I am already a veterinary customer of yours- can my clients order directly from you?
~I am already a veterinary customer of yours- can you ship directly to my client?
~Do you do automatic refills?
~What are the dosing guidelines?
~What are your hours of operation?
~What are your Order Policies? (Out of stock items/Adding to placed orders)
~Can I get Out of Stock notifications?
~My order hasn't arrived; how do I track my order?
~Will my credit card be charged immediately after placing an order on the site?
~What are the shipping rates and timeframes?
~Is there a minimum order requirement?
~Will Vermont sales tax apply?
~How do I return products? (Return Policy)
I am not a veterinarian; can I still order from you?
Unfortunately, no. We are a wholesale distributor, not a pharmacy. We can only sell to and work with licensed veterinarians in the United States. Please do not reach out to us directly- ask your veterinarian to reach out to us on your behalf. We will be happy to answer questions for our current veterinarian clients or assist US-licensed veterinarians on how to setup an account with us.
I am already a veterinary customer of yours- can my clients order directly from you?
Unfortunately, no. We are a wholesale distributor. We can only sell to and work with licensed veterinarians in the United States. We are not a pharmacy. Please do not have your clients reach out to us directly, we will not be able to assist them. However, we are more than happy to answer questions received from you or your veterinary staff on their behalf. This includes any shipping/package questions.
I am already a veterinary customer of yours- can you ship directly to my client?
Yes! We can do “drop ships” directly to your customer. All orders, payment, and communication must come from you as their prescribing veterinarian. Please do not have your clients reach out to us. We are a wholesaler, not a pharmacy, so we cannot work directly with your clients for any reason and cannot send along dosing information to your clients. Please check out our blog post on how to place drop ships on our website or contact us for more details on how this process works.
Do you do automatic refills?
Unfortunately, no. We are a wholesale distributor, not a pharmacy, so we cannot accept refill quantities and cannot send dosing information along in drop ships to a veterinarian's client. Our US-licensed veterinarian clients will need to order from us each time their patient needs a refill.
What are your dosing guidelines?
Our dosing guidelines are available to current veterinarian clients with web accounts on our BLOG. You must be a licensed veterinarian and current client of ours with a website login to access our blog.
What are your hours of Operation?
With the exception of federal holidays, we are open Monday through Friday from 8:00 am- 4:00 pm EST. A Time To Heal is closed on weekends. With the exception of weekends and holidays, we do our best to process all orders that come in before 2:30pm EST same day. Orders placed after 2:30pm EST may go out the next business day.
What are your order policies?
We do not reach out with out of stock notifications on orders. Instead, we will ship what we have and note what was out of stock in your invoice and/or the email that accompanies your invoice. Please utilize our out of stock tool on our website. We do not offer backorders, so if we are not able to fulfill all items in your online item request, please try again in your next order, which will incur its own normal shipping charge. Once an order is packaged and stamped, we may not be able to add on items to orders, especially after 2:30pm EST and/or mail pickup. Please place a separate order if you have further need of items. You may request to combine with the previous order in the order notes. If possible, we will do so, otherwise we will process as a separate order with a separate shipping charge. See our blog post on ordering/out of stock policies for more information.
Can I get Out of Stock notifications?
If an item says out of stock, click on the red flag next to the text to be added to the reminder list (it will change into a green check mark to denote success). When we mark this back in stock, you will get an email notification at the email for your account letting you know that item is ready to order.
We do not offer backorders, so if we are not able to fulfill all items in your online order request, please try again in your next order, which will incur its own normal shipping charge.
My order hasn't arrived; how do I track my order?
When we process an order, it may be sent through USPS or UPS, depending upon its size and where it is being shipped within the United States.
For USPS orders, you will receive tracking information via email through Stamps.com, where we process our labels. However, all tracking information (USPS and UPS) is manually entered into your web account within 48 hours of us processing your order and can be found in the “Orders” section of your account.
Will my credit card be charged immediately after placing an order on the site?
No. Once you order online, you will receive an email copy of your item request. This is a summary of the items you requested- this is NOT a final invoice. We will email you a separate final invoice after we process your order request with the actual quantity of items we were able to ship (including any notes regarding out of stock items/shortages on our shelves). For security purposes, we do not process or store credit card information on our website. Instead, we keep card information securely on file separate from our website.
What are the shipping rates and timeframes?
We offer free shipping for orders over $1000. One and two item flat rate- $9.99 per order, three or more items under $500 flat rate- 13.99 per order, and multiple item between $500 and $1000- $19.99 per order (these rates do not apply to Goodness Gracious dog food- see their product listing for more information). With the exception of federal holidays, we are open Monday through Friday from 8:00 am- 4:00 pm EST. A Time To Heal is closed on weekends. With the exception of weekends and holidays, we do our best to process all orders that come in before 2:30pm EST same day. Orders placed after 2:30pm EST may go out the next business day.
Expedited shipping is possible upon request- cost is based on weight and type of shipping. Please put your expedition request in the notes of your online order. You can either put the exact shipping you want (ie- overnight, 2-day, etc) or just request we call/email with price-by-weight options.
We are not in control of UPS/USPS and even if they give an ETA of a certain date, they do not guarantee delivery on that date. The fastest option is UPS Next Day, but this only applies to packages shipped Monday-Thursday. Packages shipped on a Friday will arrive on the next business day, usually the next Monday.
Please note: Packages are continuing to take longer to arrive because of reroutes in the US Postal System. Please, allow 6-10 business days for packages to arrive.
Is there a minimum order requirement?
No, we do not have a minimum order requirement.
Will Vermont sales tax apply?
We are a wholesale distributor. We do not charge our veterinary clients sales tax. We recommend that Veterinarians charge their clients sales tax based upon their state and local sales tax rules.
If you are a veterinarian whose clinic is in Vermont, we will require you to fill out an S-3 Form before we can fill your orders.
How do I return products?
For our veterinarian clients, unopened and unexpired items can be returned within 30 days of purchase for account credit. Customer is responsible for return shipping. All discounted short-dated item sales are final. We cannot accept items back that have damaged labels or bottles or that have writing or labels on them from your clinic, so please remove these completely before returning. Please notify us of all returns prior to sending.
If you are a client of a veterinarian, please have your veterinarian reach out to us to discuss any returns. Your veterinarian is our client and therefore we need all requests for returns to come through your veterinarian.
