All orders are promptly shipped within 24 hours of receiving your order. Upon receiving your package, if you notice anything is MISSING or BROKEN, call or email us immediately.
Our email and phone number will always be available on the contact information!
We expect our customers to carefully inspect their package upon receiving. If anything is broken or missing, we expect to be contacted 24-48 hours after confirmation of delivery confirmed by the tracking numbers visible on each package we ship out.
We WILL NOT be responsible for replacing any merchandise you claim to be missing or broken if you delay to call us and wait a week or two. A delay in contacting us leads us to believe the merchandise was fine upon receiving and was later damaged by the recipient.
EXTREMELY IMPORTANT: If you have any issues with your order received, items missing, items broken, wrong items received … we will expect you to KEEP ALL ORIGINAL PACKAGING AND PAPERS associated with the order. It is best to set the entire order, box, and papers aside until you speak with one of our customer service representatives. If you throw away the original packaging, we will consider the order received in good condition and any damages a result of customer misuse.
***If we make a mistake on your order, or you wish to exchange for any reason (unused, unopened merchandise), we will either wait for one package to be returned for a zero deposit exchange, or (for immediate assistance) charge a “deposit” equalling the cost of the merchandise sent out with the understanding that there will be a prompt refund upon return of unwanted merchandise. This is to provide fast service and to also protect us for items not returned for any reason.
We will expect
1. A DIGITAL PICTURE of broken merchandise,
2. An attachment of your invoice to see if any notations were made regarding the specifics of your order,
3. A digital image of the writing on the sealed white bag that holds all of your loose research items.
We have a very specific, repetitive packing procedure and having these images and a copy of your invoice will clearly describe what you did or did not receive. If you are unwilling to send us the above information, we will assume your order was received in good condition and any defective merchandise is based on your misuse of the merchandise.
Any unopened/unused merchandise is always able to be returned for a merchandise refund. You are welcome to return any unused merchandise to us, and we will credit you upon its return. Please call or email us to let us know you will be returning all or part of your order. This will allow us to serve you better!
We do not share your personal information with anyone!
Your private information will not be shared with anyone. As with any purchase, private information will not be shared or discussed with anyone except the buyer. The buyer is welcome to contact VetByMail with any questions, concerns, or requests, and upon verifying identity, VetByMail will make every attempt to satisfy the needs of the customer. All orders are shipped discreetly and exactly as requested by the buyer. Tracking details will always be available by email, sent to buyer’s email within 24 hours of ordering M-F.
The following is a list of our policies, terms and conditions.
1. Access to the Site and Services.
2. Site Content.
3. User Responsibilities in Using the Site.
4. Completion of Transactions.
5. Fraudulent Acts.
User Agrees not to commit fraud using the Site or Services. Examples of fraud include, but are not limited to, committing to send a Product but not actually sending it; sending Product after unreasonable delay; claiming a Product was never received when in fact it was; claiming a Product is lost, broken, incorrect, scratched, or otherwise problematic when it is not; claiming to own a Product that User does not own the rights to; creating a different User-ID to avoid adverse action by Company; or creating a different User-ID with the purpose of falsely obtaining replacement Products, and similar actions. In addition, the following related policies will apply. Without limiting any other remedies, Company may suspend or terminate User’s account if Company suspects that User (by conviction, settlement, insurance or escrow investigation, or otherwise) have engaged in fraudulent activity in connection with the Site. Company will prosecute fraud to the fullest extent of the law, including wire or mail fraud in violation of United States and state law. Company assumes no liability for this or any other fraudulent activity by its Users. A. When Receiving Shipments. In the event a User claims more than three (3) instances of having received a lost, broken, incorrect, scratched, or otherwise problematic Product, Company may, in its sole discretion, determine that the User is not eligible to use the Services, and Company may elect not to apply credit to the individual’s account for such lost, broken, incorrect, scratched, or otherwise problematic Product. In addition to suspending or terminating a User’s account or access to the Site or Services, Company may pursue any remedies available at law. B. When Sending Shipments. In the event Company determines that a User has shipped a lost, broken, incorrect, scratched, or otherwise problematic Product to Company for inspection, Company may in its discretion, determine that the User is not eligible to use the Services and Company may elect not to apply any credit to the individual’s account for such lost, broken, incorrect, scratched, or otherwise problematic Product. In addition to suspending or terminating a User’s account or access to the Site or Services, Company may pursue any remedies available at law. C. User-ID Fraud. User may not (i) select or use as a User-ID a name of another person with the intent to impersonate that person; or (ii) use as a User-ID a name subject to any rights of a person other than User without appropriate authorization; or (iii) create multiple User-IDs within a single household; or (iv) create multiple User-IDs in two or more households for the purpose of defrauding the Company or avoiding adverse action by the Company with respect to User’s account.
6. Third Party Links.
The Company Site or Services may contain links or references to third party websites. User acknowledges that the Company is not responsible for these websites, has not reviewed such websites, has no control over such websites, and is not in any way liable for content that appears on such third party websites.
The Company may place a cookie or other small text file on any computer from which a User accesses the Site or Services.
8. Fees, Payment, Credit Card Processing.
User hereby authorizes Company automatically to charge User’s credit card account for any and all fees incurred by User in using the Site or Services, without the need to provide any further notice to User of the fees so incurred. Company reserves the right to change its price list and to institute new charges at any time. Use of the Services by User following such changes constitutes User’s acceptance of any new or increased charges. User acknowledges that all payments for Services offered by the Company are managed by an online payment platform serviced by Authorize.net. Credit card information is entered by Users directly on the online payment provider’s secure website. The Company does not collect credit card information and is not permitted to access this information during payment. User agrees that the Company shall not be liable in the event of error, fraud, identity theft, or other problems with credit card processing or online payment processing.
10. Electronic Communications Privacy Act Notice (18 USC §§2701-2711).
COMPANY MAKES NO GUARANTY OF CONFIDENTIALITY OR PRIVACY OF ANY COMMUNICATION OR INFORMATION TRANSMITTED ON THE SITE OR ANY WEB-SITE LINKED TO THE SITE. The Company reserves the right to monitor transmissions over its network for maintenance, service quality assurance, or any other purpose permitted by the Electronic Communications Privacy Act.
11. No Warranty.
The Services, Content, Site, and any Software, if applicable, are provided on an “As Is” basis and without any warranty or condition, express or implied. Company specifically disclaims any implied warranties of title, merchantability, fitness for a particular purpose, and non-infringement.
12. Release and Indemnity.
13. Liability Limit.
IN NO EVENT SHALL COMPANY, OUR SUBSIDIARIES, OFFICERS, DIRECTORS, EMPLOYEES, OR OUR SUPPLIERS BE LIABLE TO A USER WITH RESPECT TO THE SITE OR SERVICES i) FOR LOST PROFITS OR ANY SPECIAL, INCIDENTAL, PUNITIVE, OR CONSEQUENTIAL DAMAGES ARISING OUT OF OR IN CONNECTION WITH SITE, SERVICES, OR THIS AGREEMENT (HOWEVER ARISING, INCLUDING NEGLIGENCE); ii) FOR ANY AMOUNT IN THE AGGREGATE IN EXCESS OF THE FEES PAID BY USER DURING THE 12 MONTHS IMMEDIATELY PRECEDING THE CLAIM OR $50, WHICHEVER IS LESS; iii) FOR ANY DAMAGES AWARDED IN A DISPUTE BETWEEN USER AND ONE OR MORE OTHER USERS. Some states do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation may not apply to you.
14. Company Right to Terminate User Account.