Shopping
Placing an Order
Quick Order
Use the Search Function to the left to pull up the products you're looking for.
You can search by product name or item number.
Apply a Promo Code or Coupon Code to Your Order
If you have a coupon or promo code for a discount on a future order, you may input the code online during the checkout process
or call us at (800) 461-8898 to input the code for you. Online simply input the code into the Promo Code box and click "Apply". Make
sure to review the discount rules as some discounts are only applicable to certain products.
Order Cancellations and Changes
We will make every effort to change or cancel your order before it leaves the warehouse. If a custom SmartPak supplement
order is in our automatic delivery program, SmartPak changes require at least ten days lead time, to allow for packaging
and shipping time. Your SmartPak dispenser's label and your packing slip will indicate the last date for making changes.
Since each SmartPak is custom packed, they are not returnable.
Changes to existing orders are easily made on the website at any time, day or night by selecting
Access Your Account. Leaving your cookies enabled will make it easier to access your account. For information on
how to "allow" cookies visit the
Cookies?
section of our website.
You may also make changes via e-mail at
customercare@SmartPakEquine.com,
by phone at (800) 461-8898 or by fax at (774) 773-1444. To fax a change, use your packing list and please be sure to include
your phone number so we can reach you if we have any questions.
Putting Your animal's Name on Supplies (sprays, grooming tools etc.)
We know how supplies sometimes "disappear" at the barn, at the kennel or at shows. We individually label each item you order
with your name and your animal's name.
Ordering SmartPaks Without a Computer
You are welcome to place an order if you don’t have a computer, you just won't be able to make account changes online. Give
us a call at (800) 461-8898. If you have a catalog you can also fill out the paper order form inside and mail it to us at:
SmartPak Equine
40 Grissom Road, Suite 500
Plymouth, MA 02360
Reviewing and Tracking Your Orders
You may review your account status at any time by selecting
Access
your Account. You can view your existing order here or you can also look at all past orders by clicking on the "View
and Track Your Orders button. To track the delivery status of an existing order go to the "View and Track Your Orders?option
and click on "Details and Tracking?under the appropriate ship date.
Order Confirmations
You will receive an e-mail confirmation when we receive your first order.
SmartPak Order Billing
We produce and ship your first order of custom SmartPaks within 24 hours 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 day's 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
SmartPak Billing
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.
I added an item to my order but then it disappeared.
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 on
"cookies" for detailed instructions.
Why does my shopping cart appear to be empty?
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 on
"cookies" for detailed instructions.
Help! I have a problem with my order!
If anything is unsatisfactory in any way, please
Contact Us
and we will make a prompt adjustment. Also see our
Return Policy.
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Ordering Supplements
Stopping Shipments Temporarily. Putting an Order on Hold and Taking It Off of Hold.
From the "Your Account” page, click "Adjust Your Shipping Schedule.” Click on the order name in the calendar that you would like placed on hold. Select “Put Order on Hold” and click “Save.” You will need to follow this process for each animal or order that you would like to place on hold. The order will not be held until you click “Save.” Your order will not process as long as your order is on hold. If an order in your account is on hold and you want to start up the shipments again, click on the order name listed under “See On Hold Shipments” at the top of the page. Select a restart date in the calendar and then select “AutoShip” or “Ship One Time only” in the shipping options and click “Save.” Follow these steps for order that you would like to take off of hold.
To Buy Your Supplements in Buckets:
- Select the bucket size that you would like to receive
- Select the quantity
- If you are buying products for more than one person or pet you may want to choose a name to associate with
this product. You will be able to select different shipping addresses for each name later in the checkout process. If you
choose not to assign a name, all products will go into an order for "Me".
Click "add to order" and repeat this process until you have added all of the supplements that you would like.
Ordering for Multiple Horses or Dogs
To order SmartPaks for multiple horses, go ahead and select the supplements you want from
Browse Supplements . 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 your horses or dogs in different locations and adjust the shipping dates if you would like all of the orders to ship
together on the same date.
How to Order If You Feed Some Supplements Twice a Day and Some Only in the Morning
When ordering the supplement, specify "Custom dose" and enter an amount to be fed and specify whether you would like this
item fed in the AM, PM or both. A $5.00 surcharge applies for orders split into AM and PM. The charge is waived if the product
total for that SmartPak is over $50 or if you are feeding an item from the pharmacy in the AM and PM. You may specify all
of your supplements to be fed in only the AM or only the PM without incurring any extra charges. If your horse receives
AM and PM supplements you will receive a separate set of 28 SmartPaks for EACH feeding with the SmartPaks labeled AM and
PM. Some supplement combinations do not fit in our longest strip of SmartPaks (7 "wells"). If your order contains more than
7 supplements or if you order voluminous supplements, your order will come in two (or more) sets of SmartPaks.
We produce and ship your first order of custom SmartPaks within 24 hours 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 day's of supplements; 28 individual SmartPaks.
Stopping Shipments Temporarily. Putting an Order on Hold and Taking It Off of Hold.
From the "My Account?page, click "Adjust Shipping Schedules.?Click the "Put my shipment on hold?option under each animal ’s
name that you would like placed on hold. For each animal, you will need to click the "Update?button, after selecting this
option. The order will not be held until you click Update. Your order will not process as long as your order is on hold.
If an animal in your account is on hold and you want to start up the SmartPak shipments again, follow the steps above and
end by clicking "Take off Hold and Ship Now?and selecting either "Resume Autoship?or "Ship Just Once.?You will need to click
Update after making these changes as well.
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Ordering Pharmaceuticals
To Order Pharmaceuticals:
- To place an order for medications - call or visit our site to set up your SmartPak account and place your order.
We then hold the order until we receive a valid prescription from your veterinarian. Please email us at
CustomerCare@SmartPakEquine.com or call us at 800-461-8898 for further information.
- Request a prescription from your vet that includes:
- your name, address and phone number
- your animal's name
- the name, address and phone number of the veterinarian
- the veterinarian's license number and the state they are licensed in
- the pharmaceutical name, dosage and frequency of dose
- the number of refills
- Submit your request:
You or your vet can MAIL the prescription to:
SmartPak Equine
40 Grissom Road, Suite 500
Plymouth , MA 02360
Your vet can PHONE in the prescription to:
800-431-4194
or your vet can FAX the prescription to:
800-431-4179
Shipping Pharmaceuticals
New SmartPaks: Any new SmartPak with a pharmaceutical will be held until we receive a prescription. If your prescription
is not received within 24 hours all other SmartPak or Supply orders in your account will ship immediately. Shipping charges
will apply to each shipment. Please
email us
if you have any questions, or if you would like your entire order to be held until we receive your prescription.
Refill SmartPaks: If you are adding pharmaceutical products to an existing SmartPak, your SmartPak will ship on its
regular schedule. If we do not receive your prescription before the scheduled ship date, your SmartPak will be shipped without
the pharmaceutical item. The pharmaceutical products you have added will be included in the next possible SmartPak shipment
after we receive your prescription. Please
email
us if you would prefer to hold your SmartPak shipment until your prescription is received.
Ordering a Pharmaceutical Supply: A pharmaceutical supply item will not ship until we receive a prescription. Any
non-prescription items in your order will be shipped as soon as possible, unless you request otherwise. Shipping charges
will apply to each shipment. Please
email us
with any questions or requests, or if you would like your entire order to be held until we receive your prescription.
"Insufficient Prescriptions"
If your pharmaceutical order says "insufficient prescription?it means that your order doesn't match the prescription that
we have on file. Please submit your order and call us at 800-461-8898, Monday - Friday 8:30 am to 8:00 pm EST or email us
at
CustomerCare@SmartPakEquine.com for further
details.
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Ordering Supplies
To Order Supplies:
- Go to the Browse Supplies page.
- Select a category to compare products
- Click on the product name or the "order" button for more information or to purchase that product.
- Select the size and color (if applicable) that you would like to receive
- Select the quantity
- If you are buying products for more than one person or pet you may want to choose a name to associate with
this product. You will be able to select different shipping addresses for each name later in the checkout process. Otherwise
all products will go into an order for "Me". If you already have "auto-ship" orders in your account you may select to have
your supplies shipped with any of your other orders to save on shipping.
Select whether you would like to receive this product one time only or if you would like to have it put on "auto-ship" so
that it will automatically ship to you every 28 days. This option is not available for all products.
Add Supplies and Ship Them with Your SmartPaks to Avoid Additional Shipping Charges!
Click on the supply item that you wish to order. On the right side of the product page, there should be the following categories:
In Bulk, Choose Quantity, Ship To, Choose Ship Date and Auto Ship. Simply choose the quantity that you wish to order, and
then decide where you would like it shipped to (Animal's Names or Me).
Under the Choose Ship Date section, you should choose the "Save by shipping with your order for: ?option and not choose the
"Ship Now?option. Choosing "Ship Now?will cause the order to ship out right away, independent from your SmartPak orders.
At the bottom of the page, make sure to choose if you want this order to ship only one time, or if you would like it to
ship every month. Click "Add to Order.?Make sure to review the contents of the order and click "Submit?in order to confirm
and submit the changes.
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Out of Stock Products
At SmartPak we work hard to keep all of the products that we carry in stock! However, from time to time products become
Out of Stock due to a variety of circumstances. Some items are so popular they just fly off the shelves! We appreciate your
patience in these situations. Out of Stock items can be purchased at any time, delivery will just be delayed until
the item is back in stock.
Out of Stock Notification
If a product is Out of Stock a notification will appear in red on the product’s page on our website. This notification
lists the specific item(s) that are Out of Stock and their expected arrival date. For items that do not have an arrival
date, the information will simply say "Out of Stock? For Out of Stock items that have no expected arrival date listed,
we have not yet received this information from the manufacturer. Once we receive this information, it will be updated on
the site.
If there is more than one item in the order and some of the items are shipping because they are in stock, an Out of Stock
notice will be included along with the packing slip.
If you’re ordering over the phone, your account manager will be sure to notify you of an Out of Stock and any details associated
with it.
If the order was placed via mail or fax and you do not have the benefit of seeing the Out of Stock notice on the web or
hearing it from the person taking the order over the phone , you will get a phone call from a member of our account management
team, to notify you of any Out of Stock. If a phone number is not available or you cannot be reached, a letter will be sent
to your mailing address.
Out of Stock Notices
In the rare instance where a product has become Out of Stock after you ordered it online, a SmartPak representative will
contact you via phone or email to explain the Out of Stock status and expected arrival date.
Changes in the Expected Arrival Dates
We understand that you are counting on receiving your order as quickly as possible! If an expected date for an Out of Stock
item changes by more than 5 business days, we will send you an e-mail notification with the revised expected date. If there
is no valid e-mail address on file, a letter will be sent with the revised expected date.
Canceling Out of Stock Item
You are welcome to cancel an Out of Stock item any time, as long as it has not shipped from facility. You can cancel your
Out of Stock online in your SmartPak account or contact us by phone or email. If the item has not yet shipped, we will simply
cancel it from your account. Since the item was never processed to your account, no refund is necessary. If the item has
already shipped, you are welcome to send it back to us for a refund, exchange or store credit.
Shipping Charges for Out of Stock
You will only be charged once for shipping on an Out of Stock item. For instance, if you have ordered three items and one
of them is Out of Stock, you will be charged shipping for the products that ship right away and will not be charged shipping
again when the Out of Stock item ships.
Expedited Shipping for Out of Stock Products
You may expedite your Out of Stock item either by selecting expedited shipping for your entire order, or by ordering the
Out of Stock item under a separate name (ie: instead of selecting ship to "ME,?type in the name "Out of Stock?
Billing for Out of Stock
Out of Stock items are not processed to your account until they are shipped from our facility. In the rare instance where
a product has become Out of Stock after being ordered, your account will be refunded for the item and reprocessed when it
has shipped.
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Payment Options
Payment Options
We accept all major credit cards (Visa, MasterCard, American Express and Discover), as well as Debit Cards, checks or money
orders for payment. To ensure uninterrupted service, you may enter an additional (secondary) credit/debit card which will
only be used if your primary card fails. Please note that if you choose to pay by check, we will not ship your order until
your check clears. If you choose to pay by check for supplements in SmartPaks, you will need to send us a check each time
that you would like another month’s supply sent out. We cannot auto ship these SmartPaks.
Updating Credit/Debit Card Information
You can update credit/debit card information 24 hours/day at
www.SmartPakEquine.com.
Access Your Account and click on the
Update credit/debit card information. Type in the new information and click "Update?to submit your changes. You can also
contact us at (800) 461-8898. We ask that you do not send us updated credit card information via email. Email is not secure
and can easily be intercepted.
Apply a Promo Code or Coupon Code to Your Order
If you have a coupon or promo code for a discount on a future order, you may input the code online during the checkout process
or call us at (800) 461-8898 to input the code for you. To do this online simply input the code into the Promo Code box
and click "Apply". Make sure to review the discount rules as some discounts are only applicable to certain products.
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Engraving / Embroidery
Customization
We want to be sure your customized items arrive to you exactly as you intended. For this reason, please read the guidelines
below to prevent mistakes in your order.
Guidelines for Getting an Item Engraved
- Plates with different text need to be ordered separately. Ordering a specific quantity of a plate will give
you more identical plates, not plates with different text.
- Type the text for your plate exactly as you want it to appear. This includes capitalization, as well as quotation
marks and colons.
- The number of characters available for each plate includes letters, spaces, and punctuation. Please keep in
mind that fewer characters sometimes allow for better spacing. The more characters included on a plate, the smaller the
characters will be.
- If you would like your nameplate to be mounted to one of our products, please go to the page for that product
and check off the "Include engraving or embroidery?box. You will then be prompted to fill in the personalization information.
Nameplates ordered separate from products will not be mounted.
- Engraved products are not eligible for return. If you are unsure of the size, we recommend ordering the
nameplate separately and attaching it yourself.
- Every effort will be made to ship personalized products with the rest of your order. However, due to the customization
process required, engraving orders may ship one day later.
Guideline for Getting an Item Embroidered
- Type the text for your embroidery exactly as you want it to appear. This includes capitalization, as
well as quotation marks and colons. Monograms should be entered in the following order: First Initial, Last
Initial, Middle Initial.
- If you would like to order multiples of a product and wish each one to be personalized, add each product to
your cart and personalize one at a time. Ordering a specific quantity of a product will give you more identical products,
not products with different embroidery.
- For all products, please be sure to choose a thread color. Keep the color of the body of the product
in mind when choosing this thread color.
- For horse blankets, please be sure to specify a location for your embroidery. Choices include left barrel,
left hip, right barrel, right hip, and surcingle. For all other items, please allow us to choose the location.
- For horse and dog turnout blankets, we recommend embroidering the surcingle, as embroidering the body of the
turnout may compromise the waterproofing and breathability of the blanket.
- Embroidered products are not eligible for return. If you are unsure of the size, we recommend not embroidering
the product.
- Due to the customization process required, orders containing embroidered items may ship one or two days later
than scheduled.
If you have a question about ordering a customized item, please
Email Us or call us at 800-461-8898.
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Barn Buddies
Syncing Ship Dates With Barn Buddies Saves Money!
Syncing Ship Dates With Barn Buddies Saves Money!
If you know your Barn Buddy code click on the "Change Shipping Address(es)" link under the "Your Account" button at the top right hand side of the page. Enter your barn buddy code and click "add". Assign any horses that you would like to ship to the barn to the new address (it will display as the barn buddy code followed by the address). Hit "save & continue". On the Order Submit page click on the "Adjust dates" link under your horse's name. Click on your animal’s name in the calendar, select the shipment date that you want to sync with and click “Save.” The order will not be synced until you click “Save.” You can also email us
customercare@SmartPakEquine.com or call us at 1-800-461-8898 to sync up with your Barn Buddies.
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Horse & Dog Supplies
Other Products That We Offer
As horse and dog people we always want to know what works. We have carefully researched what we believe to be the best products
for things like: topical relief, grooming, fly control, treats, wormers, paste supplements, toys, crates and beds, leather
care and more.
You can add these products to your order one time or set up automatic delivery. You will pay no additional shipping charges
for any supplies that you add to your monthly order of supplements in SmartPaks. Not sure how to do this? Go to our
"How to Ship Supplies for Free? section.
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Ordering a Gift
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. Ordering Gift
Certificates SmartPak gift certificates allow recipients to pick out exactly what they want from our great selection of
products! You can order them online and have them sent by email with a personalized message! Or we will snail-mail them
to the delivery address of your choice! We also have a broad selection of pricing options to meet every need.
Redeeming Gift Certificates
SmartPak Gift Certificates can be redeemed online during the checkout process or over the phone when you are placing an
order. Online simply input the certificate numbers into the Gift Certificate box and click "Apply". Any Gift Certificate excess
amount will remain in your account and be applied to a subsequent order.
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Troubleshooting
I added an item to my order but then it disappeared.
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 on
"cookies" for detailed instructions.
Why does my shopping cart appear to be empty?
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 on
"cookies" for detailed instructions.
Why did UPS Only Deliver Part of My Order?
From time to time shipments do get split up en route with UPS and end up being delivered at different times. If your packing
slip shows that all of the items shipped on the same date, your additional items are probably still in transit and will
be delivered a day or two after the first shipment. If you would like to track the delivery status of the shipments simply
Access Your Account online and click on the "View and Track Your Orders?button.
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