Shipping Policy
Too Good to Be True Flat Rate Shipping™:
Our shipping rates are "Too Good to Be True". Order an unlimited number of items, including multiple SmartPaks, for just $6.95 in shipping. And we don’t ever add surcharges for heavy items!
It's simple and it's fair. Order a little or order a lot. We won't penalize you for placing that really big order.
As long as all of your horses' SmartPaks ship to the same address on the same day, you'll never pay more than $6.95 for
shipping. And you can throw in a few saddles, bridles or bags of dog food too!
Rates this good only apply within the continental United States on ground shipments.
Barn Buddies Shipping:
Have a single horse shipping to a barn full of your SmartPak Buddies? Call us and we will set him up with other
Barn Buddies in the same barn. We'll charge just $3.95 a shipment to ship his SmartPak and whatever added items
you want to ship to the barn on that same day as the other horses.
Do you own/board more than one horse at that barn? The $6.95 flat rate cap still applies. Get 20 or more horses in your Barn
Buddy and the shipping is FREE!
Rates this good only apply within the continental United States on ground shipments.
Expedited Shipping:
Expedited shipping is available for all in stock items. Expedited shipping may be available for items that are on backorder
when they are received by us. For more information on this, please call us. Your expedited order may be shipped by UPS. Prices are figured using the current UPS rate based on the weight of the order. Orders placed by 2 pm EST Monday -
Friday will be shipped out the same day, pending credit card authorization. Any order placed after 2 pm EST Monday - Friday
will be shipped the next business day. Orders placed over a weekend will be shipped the following business day. Delivery
times do not include weekend days or holidays. Saturday deliveries are available in some areas for an increased shipping
charge with Next Day Air shipping only. If interested in a Saturday delivery, please contact us at 1-800-461-8898. All other
expedited shipping methods can be selected on our website.
For all expedited deliveries UPS is responsible for delivering the package on time. Certain circumstances can arise
where UPS is unable to deliver expedites on time due to weather, remoteness of location, etc. All efforts will be
made by SmartPak to ensure that packages arrive on time as ordered, but we cannot guarantee that UPS will always
act accordingly. In particular, orders indicated for Saturday delivery cannot be guaranteed.
We strongly recommend that if the order is for a particular health emergency, customers should seek immediate assistance
from their vet. If a UPS expedited delivery fails to arrive on time as ordered, SmartPak will refund the additional shipping
charges incurred.
Order Delivery
All new orders placed during the week are shipped within one business day (no orders are shipped on Saturday or Sunday so
any orders placed after 2 pm EST on Friday will go out on Monday). Your shipping time will depend on what state you live
in and what shipping method has been selected. To determine the number of business days it takes to ship to your state,
please refer to the shipping schedule below. All ground orders are shipped via UPS. Expedites will
be shipped with either UPS. We are unable to ship to P.O. Boxes at this time. For information on how to track an
existing order, refer to the "Reviewing and Tracking Your Orders" section of the FAQ's.
Shipping Schedule:
We produce and ship your first order of custom SmartPaks within one business day of receiving your completed order. Your
second delivery of SmartPaks arrives exactly 21 days after your first order to establish a one week overlap, ensuring that
you won't run out of supplements. After your second delivery, your order arrives every 28 days. Each order of SmartPaks
that you receive contains 28 days of supplements; 28 individual SmartPaks.
 |
Business Days to Ship:
Red = 1
Yellow = 2
Green = 3
Blue = 4
Purple = 5
Brown = 6
|
We currently only ship within the United States.
Shipments are made via UPS. |
Shipping Outside of the United States
Unfortunately we are unable to ship anywhere outside of the United States at this time. We are working on making this a
future possibility and look forward to shipping outside of the U.S. in the future.
Our goal is to be able to provide supplements, pharmaceuticals, and/or horse care products to you in the most reliable and
convenient way, while still being affordable. Please continue to check in with us!
SmartPak Order Billing and Shipment Schedule
We produce and ship your first order of custom SmartPaks within one business day of receiving your completed order. Your
second delivery of SmartPaks arrives exactly 21 days after your first order to establish a one week overlap, ensuring that
you won't run out of supplements. After your second delivery, your order arrives every 28 days. Each order of SmartPaks
that you receive contains 28 days of supplements; 28 individual SmartPaks.
Our goal is to make sure you never worry about running out of supplements. One way we do that is by shipping your second
order out 21 days after your first order to create the one week overlap. The second way we ensure you never run out is to
produce your subsequent orders up to one week before they ship. Because each set of SmartPaks is a custom order, we process
the credit card before we create the SmartPaks. So your card is charged 7 days before the second order ships, and so forth.
Likewise, between the first time your card is charged and the second, there is usually only about 14 days, and from then
on out it is a 28 day cycle.
Sales Tax: Massachusetts residents will pay applicable sales tax for all purchases.
Syncing a New Horse with Existing Horses to Save on Shipping
When you have selected all of the items that you want for your new order hit "checkout", assign a shipping address
and hit "continue". On the Submit Order page find the order for the new horse and click on "adjust dates"
under the horse's name. Select the "synch my shipment with other orders" radio button and select the shipment date that
you want to sync with. Click the "Update" button and then proceed to Checkout.
Adjusting Ship Dates
Log into your account and click on the "Adjust Shipping Schedule" link under "My Account" in the left
hand navigation bar. You will be shown all of your current orders and you will have the following options:
- Keep my shipment schedule the same.
Use this option to keep your current shipping schedule.
- Adjust my shipping schedule. I have X SmartPaks on hand.
Use this option if you know how many SmartPaks you have on hand. We'll calculate a new shipping schedule so that your next
shipment arrives when you have about a week remaining.
- Delay my shipment by X weeks.
This option will delay in your SmartPak shipment. You can choose to delay by 1 week, 2 weeks, 3 weeks, or 4 weeks.
- Synch my shipment with other orders.
Use this option to synchronize your SmartPak to arrive with other orders in your barn or together with other orders in your
account. The dates listed show the other dates when orders will be arriving at your address.
- Put my shipment on hold.
This option allows you to put your shipments on permanent hold. Your order will be saved, but will not be shipped until
you tell us to.
- Take off hold and ship now.
This option allows you to start shipping an order that is on hold. Your order will ship today if placed before 2 pm EST
or next business day if placed after 2 pm EST. Choosing "Resume Autoship" will result in receiving regularly scheduled
SmartPak shipments every 28 days. If you would only like one shipment, choose "Ship Just Once" from the drop down
menu.
Please feel free to
Email Us or call us at 1-800-461-8898 M-Th 8:30
AM to 8:00 PM EST and F 8:30 AM to 5:30 PM EST to speak to one of the members of our Customer Care Team.
Moving a Shipment Forward So That Your Order Ships Immediately!
Log into your account and click on the "Adjust Shipping Schedule" link under "My Account" in the left hand navigation
bar. You will be shown all of your current orders. Select the "Adjust my shipping schedule. I have X SmartPaks on hand"
option. Put in Zero for the number of SmartPaks on hand and click the "Update" button. Your order will now ship
out right away.
Moving or Changing Barns
You can change your shipping address on the website by selecting
Access Your Account and clicking on "Change Shipping Info" or you can call us at 800-461-8898.
Shipping to Multiple Addresses
If you are shipping to more than one address you can set this up during the checkout process. You can choose a different
shipping address for every person or pet in your account. Shipping addresses can be changed at any time by logging into
your account and clicking on "Change Shipping Address" in the left hand navigation bar. For orders on "auto-ship"
make sure that you change the address before the "process date" printed on your packing slip. This is the date
that your order will be processed on and any changes made on or after this date will not take effect until your following
order.
Sending a Gift
When you're setting up your shipping address just check off the "this is a gift" box and you will be prompted to enter a
custom gift message. Not sure where you set up your shipping addresses? If this is your first order, you will be prompted
to enter shipping addresses as part of the checkout. If you are a returning customer you can click on
My Account in the top menu bar and then click on "change shipping info". Any group of items marked as
a gift will not have any pricing information displayed on the packing slips.