SmartPak Equine FAQs

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 to input the code for you. Online simply input the code into the Promo Code on the Shipping Options page 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@SmartPak.com, by phone at 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 . If you have a catalog you can also fill out the paper order form inside and mail it to us at:

SmartPak
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 Confirmation
You will receive an e-mail confirmation after your order has been submitted.

SmartPak Order Billing
Part of the peace of mind that comes with SmartPaks is knowing that you'll never run out. You'll receive a new supply of SmartPaks every 28 days so your horse or dog will always have fresh, accurately dosed supplements. Because it takes time to carefully build your horse's custom SmartPaks, we bill your account 3 business days in advance of your shipping date to guarantee on-time delivery. Your supplements are now on cruise control, but you're still at the wheel! You can adjust your shipments anytime before the change-by date printed on your packing slip. If you lose the slip, don't worry - we'll also email you a reminder every month.

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

To Order Supplements:
  • Go to the Browse Supplements page.
  • Select a category to compare products.
  • Click on the product name or the "order" button for more information or to purchase that product.
To Receive Your Supplements in SmartPaks:
  • Select Maintenance, Loading or Custom Dosing. Note: Our system will automatically choose the maintenance dose if you do not select otherwise.
To Buy Your Supplements in Buckets:
  • Select the bucket size that you would like to receive
  • Select 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 Once a Day
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. 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.

Part of the peace of mind that comes with SmartPaks is knowing that you'll never run out. You'll receive a new supply of SmartPaks every 28 days so your horse or dog will always have fresh, accurately dosed supplements. Because it takes time to carefully build your horse's custom SmartPaks, we bill your account 3 business days in advance of your shipping date to guarantee on-time delivery. Your supplements are now on cruise control, but you're still at the wheel! You can adjust your shipments anytime before the change-by date printed on your packing slip. If you lose the slip, don't worry - we'll also email you a reminder every month.

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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@SmartPak.com or call us at 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
40 Grissom Road, Suite 500
Plymouth , MA 02360

Your vet can PHONE in the prescription to:
1-800-431-4194

or your vet can FAX the prescription to:
1-800-431-4179

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.

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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 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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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 . 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 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 .

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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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Meet the SmartPakers

Brittany and Nate
Ever since I was the girl with 1,000 breyer horses and the raggity braid in her hair, I was always obsessed. In second grade I moved into a town with a barn right down the street, which is when I started taking lessons...

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Read our blog

Supplements and Feeds for Senior Horses
I run barrels and ride a 14yr. old mare, she will be 15 next month. Should I put her on any certain supplements or a senior feed? All she gets now is a 12-4 pellet feed. She is doing ok

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Questions? Call us Toll-Free at 1-888-752-5171. © Copyright 2014 by SmartPak Equine LLC. All Rights reserved.