Listed below are the most commonly asked
questions. Should you have any additional
questions not answered here, please don't hesitate to call us at
+1 (800)
321-0235 or email@pbsanimalhealth.com
What do the letters "PBS" stand for in the "PBS Animal Health" name?
Good question! "PBS" stands for "Producers Buying Service".
Decades ago livestock producers (back then it was common to refer to farmers who raised animals as "producers") who were buying from us, shortened our "Producers Buying Service" name to the initials "PBS" and it stuck. Add "Animal Health" to the name and you have "PBS Animal Health"...Your #1 Animal Health Product Headquarters!
When will my order be shipped?
Welcome to the #1 Animal Health Products Headquarters where your order is PRIORITY #1! Orders received by 4pm ET Monday-Friday are SHIPPED the SAME DAY they are received.
Most orders received before 4PM Eastern Time Monday through
Friday are shipped the same day from our 68,000 sq ft
Headquarters/Distribution Center/Offices in Massillon, Ohio,
USA.
Prescription orders may require additional processing and
handling time.
Drop-Shipped items are shipped directly from the manufacturer to
your door requiring additional shipping time. We work
closely with these manufacturers to assure that drop-shipped
products are shipped to you as quickly as possible. Estimated shipping times are shown on the product page and in the
Shopping Cart.
You may find estimated shipping time for UPS/FEDEX Ground shipments on
the TIME IN-TRANSIT MAP (below).
Simply order $75+ to qualify for FREE SHIPPING on 10,400+
items!
FREE SHIPPING does not include the following items and
charges:
Products with FOB weights. FOB will be calculated
automatically at checkout based on the total weight of your
order and your shipping destination from our Massillon Ohio
warehouse.
Oversized shipping charges for items indicated as
"Oversized".
Hazardous charges for items indicated as "Hazardous".
Additional shipping charges for Special Orders Items or
Drop-Ship Items (shipped from the manufacturer).
Expedited Air Shipping Charges. Orders are normally shipped
Ground unless determined otherwise.
Orders shipped to APO & FPO addresses are sent via US
Mail with all charges paid by the customer.
Orders shipped to Alaska, Guam, Hawaii, Northern Mariana Islands, Puerto Rico or the Virgin
Islands are shipped UPS Next Day Air or UPS 2nd Day
Air with all charges paid by customer.
APO & FPO orders must be shipped by US Mail with all shipping
charges paid by the customer. Temperature Sensitive Items (Vaccines and Other Refrigerated Items) are unable to be shipped to APO & FPO
addresses through US Mail.
Items identified with the California Proposition 65 symbol
are products that can expose you to chemicals which are known to the State of
California to cause cancer, birth defects or other reproductive harm. Please visit https://www.p65warnings.ca.gov for more
information.
For up-to-date California Proposition 65 Warning Label
information, provided to us from our product manufacturers, please check a
product’s detail page. We will update our website as manufacturers notify us
with their California Proposition 65 Warning Label information. Any questions,
please contact us at+1 (800)
321-0235 or email@pbsanimalhealth.com.
How is Sales Tax calculated?
Due to the U.S. Supreme Court case South Dakota v. Wayfair
Inc., we are required to collect sales tax on all taxable sales in states where
we have sales tax nexus (also called “sufficient physical presence” or
“economic connection”).
What does this mean to you?If you have not done so, please forward your Sales Tax Exemption
Certificate to us promptly at email@pbsanimalhealth.com, or fax to
330-830-2762. You may also mail it to us at PBS Animal Health, 2780 Richville
Drive SE, Massillon OH44646, Attn:
Exemption Certificate.
We accept the Multistate Tax Commission or specific State
Exemption Certificates, based on your shipping location.
If you have questions regarding submitting your Sales Tax
Exemption Certificate, please contact us at +1 (800)
321-0235 or email@pbsanimalhealth.com.
For additional information on the Wayfair case, please speak
with your accountant.
When can I expect to receive my order? (Time
In-Transit)
The time in-transit of UPS/FEDEX Ground is based on your delivery
address distance from our Massillon, Ohio warehouse. The TIME IN-TRANSIT MAP (below) will give you an estimate of your
order’s time in-transit. Please note, UPS/FEDEX Ground delivers
Monday through Friday. UPS Air Saturday delivery (where
available) is an additional charge. Holidays are not included
as a delivery day.
You can be assured that we process and ship your Temperature Sensitive Items (Vaccines and Other Refrigerated Items) with
great care and handling from start to finish. Due to
circumstances beyond our control and ever-changing weather
conditions, we require Temperature Sensitive Items (Vaccines and Other Refrigerated Items) to be shipped in an insulated
container year-round. This insulated container helps protect from freezing during the winter months and helps prevent items from getting too warm during the non-winter months. Frozen cold
packs are included in your insulated container. Don't be
alarmed if frozen cold packs are thawed when you receive your
shipment; this is normal. Simply refrigerate your Temperature Sensitive Items (Vaccines and Other Refrigerated Items) as
soon as they arrive.
Temperature Sensitive Items (Vaccines and Other Refrigerated Items) are shipped separately from the rest of your
order, in an insulated container with frozen cold packs for an additional $5.95 charge.
Shipping methods for Temperature Sensitive Items are determined
by the shipping destination and the day of the week the order
is placed.
We
recommend ordering Temperature Sensitive Items as early in the
week as possible to assure delivery before the
weekend.
Orders containing Temperature Sensitive Items (Vaccines and
Other Refrigerated Items) Friday through Monday are normally
shipped on Monday (excluding holidays) so they are not in
transit over the weekend, and so you receive them promptly
within that week (and before the weekend).
Please see the TIME IN-TRANSIT MAP (below) to help estimate the number
of days needed to receive your Temperature Sensitive Items (Vaccines and Other Refrigerated Items) Order.
Temperature Sensitive Items (Vaccines and Other Refrigerated Items) Shipped Within the State of Ohio
Orders of $75+ receive FREE NEXT DAY DELIVERY via
UPS/FEDEX Ground Service
Orders less than $75 are
sent via UPS/FEDEX Ground Service for a $9.95 minimum order
charge.
Temperature Sensitive Items (Vaccines and Other Refrigerated Items) Shipped to AL, CT, DE, GA, IA, IL, IN, KY, MA, MD, MI, NC, NH, NJ, NY, PA, RI, SC, TN, VA, VT, WI, WV,
and most of ME, MN and MO. Some exceptions may apply to the displayed time in-transit areas shown above. You’ll always be presented the appropriate shipping options for your zip code during checkout.
Orders of $75+ receive FREE 2ND DAY DELIVERY
via UPS/FEDEX Ground Service.
We will also ship your $75+ order UPS 2ND DAY AIR for
$19.95 or UPS NEXT DAY AIR for $29.95. Please Specify when ordering.
Orders less than $75 are
sent via UPS/FEDEX Ground Service for a $9.95 minimum order
charge.
We will also ship your less than $75 order UPS 2ND DAY AIR for $19.95 + $9.95 minimum order charge or UPS NEXT DAY AIR for $29.95 + $9.95 minimum
order charge. Please specify when ordering.
Temperature Sensitive Items (Vaccines and Other Refrigerated Items) Shipped to states in the 3-5 Day area
Orders of $75+ will be shipped UPS 2ND DAY AIR for $19.95 or UPS NEXT DAY AIR
for $29.95. Please specify
when ordering.
Orders less than $75 will be
shipped UPS 2ND DAY AIR for $19.95 + $9.95 minimum
order charge or UPS NEXT DAY AIR for $29.95 + $9.95 minimum order
charge. Please specify when
ordering.
Temperature Sensitive Items (Vaccines
and Other Refrigerated Items) Shipped to AK, GU, HI, MP, PR
and the U.S. Virgin Islands
Orders must be shipped via UPS NEXT DAY AIR, UPS 2ND DAY AIR
or USPS Priority Mail with all charges paid by the customer.
How do I get Super Saver Prices?
Simply look for products identified with Super Saver Pricing.
You will automatically receive Super Saver Pricing when you Buy
By The Case Quantity for that item or when you Place a $595+
Order. Orders of $595+ will automatically receive Super Saver
Pricing on products identified with Super Saver Case Pricing.
You qualify when you Buy By The Case Quantity or when you place
a $595+ Order with us. Questions? Please just
ask!
How do I find a product on the website that is in the
catalog?
Fast and easy...if you would like to find products by the
type of animals you have (ex: Dairy, Beef, Horse, Goat/Sheep,
Swine, Poultry, Pet, Alpaca, etc.) you can quickly use the
Species tabs at the top of the page. Or, you may use the large
Search box at the top of the page to type in the name of the
product, item number, brand or search term that best identifies
what you are searching. Additional categories and
sub-categories will appear on the webpages as you search. If you
do not find what you are looking for, email us or call us so we
can assist you. We are here to help!
What is Catalog Quick Order?
This is a quick, handy way to use your print catalog to
enter in item numbers and quantities into an order form online to
place your order. The "Catalog Quick Order" link is located in
the upper right-hand corner of the website. When you click on
this link, a page will appear where you can enter the product
number and quantity desired into a grid-like form. These items
will be added to your shopping cart without the need to search
for each product. If a product added via the Quick Order feature
does not appear in the shopping cart, it may be due to an error
in the product number or the product may be discontinued. Catalog
Quick Order combines catalog ordering with online ordering in a
snap!
Why is it important for me to Log In on
pbsanimalhealth.com?
It's a really great idea for multiple reasons. Here's why...because we have combined our three original websites:
pbsanimalhealth.com, dairyhealthusa.com and horsehealthusa.com
into one easy-to-use, comprehensive selection of animal
health, farm and related products giving you access to all the
products on one site with one log in. In addition, your 24/7
account gives you immediate access to premium shopping features
like:
Order tracking, order status and order history
Re-ordering directly from past orders
Creating multiple shopping lists
Any special contract or promotional pricing that may apply
to you/your account
In summary, when you log in, you can be assured of your
best, easy-to-use personal shopping experience!
How do I find the shipping status of an order I
placed?
To find the shipping status of your order, click on Order
Status in the upper right-hand corner of the Home Page or at the
bottom of each page. Once we ship your order, you will receive a
Shipping Confirmation E-mail. You may track your shipment
directly through the e-mail or by clicking Order Status.
Can I ship my order to multiple
destinations?
Yes, certainly. You may ship to one destination or more, as you
prefer. You must enter each shipment destination as a
separate order. Appropriate charges will apply to each
order (according to each destination).
Yes. We sell many of the most common prescription animal health
drugs. In order for us to process an order for prescriptions,
we must have a valid prescription from your veterinarian on
file. To order prescriptions, simply complete these
steps:
1. Send us the original written prescription from your
veterinarian, complete with his/her license number and phone
number.
This prescription must clearly indicate the
product, the amount and the number of refills authorized, if
any, and any additional use directions he/she desires to be on the label.
-or-
Ask your veterinarian to submit the prescription
by:
2. Next place your order for the product(s) prescribed either
by phone, mail, or online. To place a prescription order
online, you must have an established account with us and log in
to place your order (Guest Checkout cannot be used ). If
you place your order by mail or phone, please indicate whether your veterinarian has sent in a prescription. No
prescription orders will be shipped until our pharmacist has a
proper prescription on file.
Prescription service available in the following states: CT, FL, IA, IL, IN, KY, MI, MN, NH, NY, OH, PA, TN, VT, WI and WV.
State Law prohibits the return of items purchased
with a prescription.
OHIO STATE BOARD OF PHARMACY
WHOLESALE DISTRIBUTOR
LICENSE #01-0012050
OHIO STATE BOARD OF PHARMACY
TERMINAL DISTRIBUTOR
LICENSE #02-1298300
Pharmacy is licensed as Matthews Veterinary Pharmacy.
Which credit cards do you accept?
We accept Visa, MasterCard, Discover and American Express.
Please have your credit card number, expiration date and security
code (from the back of your card) handy when you order. If faxing
or mailing your order, please clearly print your credit card
number and expiration date, as well as including the cardholder's
signature on the ORDER FORM. Please note, your "sold to" and
"ship to" address must match your credit card billing address.
Orders paid with credit card will be charged when your order is
shipped. Special Orders will be charged when the order is placed.
Is there a charge for Hazardous Products?
Products classified and identified as "Hazardous" require
an additional $39.00* Hazardous Surcharge and must be shipped UPS/FEDEX Ground.
*subject to change without notice
What is ORM-D?
ORM-D is the abbreviation for "Other Regulated
Materials-Domestic". Products classified and identified as
“ORM-D” must be shipped UPS/FEDEX Ground.
What does it mean when a product has State
Exclusions?
Due to varying state laws, some items may not be able to be
shipped to every state. If an item cannot be shipped to your
state, an indication will be displayed on the product page or
you will be notified when we receive your order.
Please refer to our Returns Policy for the instructions on how to do so. We're
sorry for any inconvenience.
What if my order is Backordered?
Backorders
are typically filled within 14 business days. If you would like
to substitute with another item or cancel your backorder,
please call or email us right away. Your complete satisfaction
is our #1 priority!
Do you have Customer Care Representatives who speak other
languages?
Yes! While our Customer Care Representatives do speak
English, they also have access to interpreters who speak your language, too.
This service is available in Spanish, French, Dutch and many other languages.
Our help is available during normal Customer Care hours.
Simply call us at +1 (800)
321-0235 and tell our representative your preferred
language and we will provide the interpreter via conference call.
Spreekt u
Nederlands? Dus doen we!Bel ons gewoon op+1 (800)
321-0235 en vertel onze klantenservice vertegenwoordiger uw voorkeurtaal en
wij zullen een tolk via Conference call te bieden.
¿Hablas
español? ¡ Nosotros también! Simplemente llámenos al +1 (800)
321-0235 y dígale a
nuestro representante de atención al cliente su idioma preferido y le
proporcionaremos un intérprete a través de una conferencia telefónica.
