FAQ
Ordering for Multiple Horses or Dogs
Quick Ordering
Competing and Supplements
Name Labels
Expired Prescription
Ordering Without a Computer
Sending a Gift
Cookies?
Why Smartpak?
Getting in touch with us
Forgot my Password!
Dissappearing Items in my Order
Shopping Cart Appears Empty
PreventiCare Eligibility
Online Sales Tax
Back to Customer Care Index
Ordering for Mulitple Horses
Q: I have more than one horse / dog. How do I order for multiple animals?
A: Go ahead and select the supplements you want from Browse Products. When
you add it to your order you will have the option to select from an animal you have already entered or to add a new one.
During the checkout process you will be able to assign different shipping addresses if you keep these animals in different
locations.
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Q: I already know exactly what items I need. How do I order quickly?
A: Use our Search Function to pull up the products you're looking for. You can search by product name, manufacturer
name or item number.
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Competing and Supplements
Q: Are there certain supplements that I shouldn't use if I'm competing?
A: Yes, some ingredients are restricted by different associations if you're competing. USEF is a great source
for finding out about restricted equine ingredients. You can find information on their website at
www.USEF.org. Please note that while most associations will likely have similar rules you should contact your association
directly to find out which ingredients are restricted.
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Q: Why do you need the animal's name if I only order sprays, wormers, etc.?
A: We know how supplies sometimes "disappear" at the barn, kennel or at shows. We individually label each item
you order with your name and your animal's name.
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Q: What does "Expired Prescription" mean?
A: Your order doesn't match the prescription that we have on file. Please submit your order and call us at 1-877-885-2904,
Monday-Friday 7:00am-8:00pm EST, and Saturday -Sunday 9:00am-5:00pm EST or email us at
CustomerCare@SmartPak.com for further details.
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Ordering Without a Computer
Q: My friends don't have a computer. Can they order SmartPaks?
A: Of course they can order, they just won't be able to make account changes online. Have your friends call us
at 1-877-885-2904.
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Q: How do I send a gift?
A: 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.
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Q: What are cookies and why do I need to have them enabled?
A: Our cookies, which are small pieces of information that are stored by your browser on your computer's hard
drive, allow us to automatically link our customers to their personalized accounts, including shopping baskets. Most Web
browsers automatically accept cookies. Should you need to enable cookies,
click here to find out how.
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Q: I feed my own animals, why would I need this?
A: It will save you time, ensure you feed the same amount every time (even when you are in a hurry!), and ensure
potency by protecting your supplements and dog food from humidity and oxidation. And you will be secure in knowing that
when you use a sitter, they will be able to easily and accurately feed the correct supplements or dog food while you are
away. Click here to find out more about why SmartPaks could
be right for you.
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Q: I still have a question, how do I get in touch with you?
A: Please contact us by phone: 1-877-885-2904, fax: 1-774-773-1444, or e-mail at
customercare@SmartPak.com, Monday-Friday 7:00am-8:00pm EST, and Saturday -Sunday 9:00am-5:00pm EST.
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Q: I forgot my password. What do I do?
A: If you cannot remember your password Click Here. Or Contact
Us Monday-Friday 7:00am-8:00pm EST, and Saturday -Sunday 9:00am-5:00pm EST.
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Disappearing Items in My Order
Q: I added an item to my order but then it disappeared.
A: You need to have your cookies enabled so that our website can remember what you have added to your shopping
cart. If you're not sure how to enable your cookies please see the section above on "cookies" for
detailed instructions.
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Shopping Cart Appears Empty
Q: Why does my shopping cart appear to be empty?
A: You need to have your cookies enabled so that our website can remember what you have added to your shopping
cart. If you're not sure how to enable your cookies please see the section above on "cookies" for
detailed instructions.
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Q: My horse is currently on Strongid C2X in SmartPaks. Can I participate in the Preventicare program?
A: If you purchase Strongid C2X through a vet enrolled in the SmartCare program you can participate in PreventiCare -
a colic care reimbursement program. Please call your vet or SmartPak to find out more about ordering Strongid in SmartPaks
from your vet.
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Q: I am an out of state customer, why am I being charged sales tax for my order?
A: Because we are located in Massachusetts, all purchases by Massachusetts residents are subject to sales tax. In addition, some states, like Colorado, are now forcing Internet retailers to report all purchases made by residents of those states so that residents of such states are now required to report and pay use (sales) taxes on their out-of-state Internet purchase. In order to save customers that live in these states time and aggravation later on and to protect their privacy, SmartPak is collecting sales tax now, at the point of purchase. Rest assured, in these circumstances, all sales tax collected by SmartPak will be paid to the state to which the products are delivered.
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