Services and Policies

Shipping Policy
Backorders

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 $8.95 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 $8.95 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 $8.95 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 or DHL. 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 . All other expedited shipping methods can be selected on our website.

For all expedited deliveries UPS or DHL is responsible for delivering the package on time. Certain circumstances can arise where UPS or DHL 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 or DHL 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 or DHL. 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.

US Map

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 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 .

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.

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Out of Stock

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 account 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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