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 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 or assist any US-licensed veterinarian 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 politely redirect them back to you. We are more than happy to answer questions on their behalf when received from you or your veterinary staff.
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 and payment must come from you, the veterinarian. As we are not a pharmacy, we cannot work directly with your clients and cannot send along dosing information to your clients. Please 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 clients. Our US-licensed veterinarian clients will need to order from us each time their patient needs a refill.
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. As of November 2022, once an order is packaged and stamped, we will no longer add on items to orders. Please place a separate order if you have further need of items.
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.
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. When you place an order on our website, you will receive an email confirmation that it was received. This is not a confirmation of processing the order. We will fill and process the order, charge your card, and email you an invoice that states the order was paid for, usually the same business day or next business day depending upon time of day it was received. For security purposes, we store all credit card information securely offline.
What are the shipping rates and timeframes?
We offer free shipping for orders over $1000, single item flat rate- $9.99 per order, multiple item 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 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.
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 writing or labels on them from your clinic, so please remove these completely before returning. If you are a client of a veterinarian, please have your veterinarian reach out to us to discuss any returns.