FAQ's

Frequently Asked Questions

FREQUENTLY ASKED QUESTIONS

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


When will my order be shipped?
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 Ground shipments on the UPS TIME IN-TRANSIT MAP.     
For vaccine shipping information see How are vaccines shipped?

For more information on shipping, click here.

How do I get FREE SHIPPING?
Simply order $75+ to qualify for FREE SHIPPING on 9,100+ 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.
For more information on shipping, click here.

What if my order is under $75?
For orders under $75 (excluding all charges), a $7.50 minimum handling charge is added to the total.

For more information on shipping, click here.

Do you ship to APO and FPO addresses?
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.  

For more information on shipping, click here.

Do you ship outside of the United States?
No, we do not ship to destinations outside the United States at this time. We are a domestic distributor of animal health and related products. Although we are not able to export outside the United States, we can ship products domestically to a destination within the United States. You can then make arrangements to have your orders forwarded to you by this third party. If you have such a contact in the United States, we would be glad to send our catalog to that address.

For more information on shipping, click here.

What does California Proposition 65 mean to me?
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 OH  44646, 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 Ground is based on your delivery address distance from our Massillon, Ohio warehouse. The UPS TIME IN-TRANSIT MAP will give you an estimate of your order’s time in-transit. Please note, UPS Ground delivers Monday through Friday. UPS Air Saturday delivery (where available) is an additional charge. Holidays are not included as a delivery day.

For more information on shipping, click here.

How are my Temperature Sensitive Items shipped?
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 $4.95 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 UPS TIME IN-TRANSIT MAP 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 Ground Service

Orders less than $75 are sent via UPS Ground Service for a $7.50 minimum order charge.

Temperature Sensitive Items (Vaccines and Other Refrigerated Items) Shipped to AL, CT, DE, IA, IL, IN, KY, MA, MD, MI, NC, NH, NJ, NY, PA, RI, SC, TN, VA, VT, WI, WV and most of GA, ME, MN and MO
Orders of $75+ receive FREE 2ND DAY DELIVERY via UPS Ground Service.

We will also ship your $75+ order UPS 2ND DAY AIR for $16.95 or UPS NEXT DAY AIR for $22.95. Please Specify when ordering.

Orders less than $75 are sent via UPS Ground Service for a $7.50 minimum order charge.

We will also ship your less than $75 order UPS 2ND DAY AIR for $16.95 + $7.50 minimum order charge or UPS NEXT DAY AIR for $22.95 + $7.50 minimum order charge. Please specify when ordering.

Temperature Sensitive Items (Vaccines and Other Refrigerated Items) Shipped to states in the 3-5 Day area UPS TIME IN-TRANSIT MAP
Orders of $75+ will be shipped UPS 2ND DAY AIR for $16.95 or UPS NEXT DAY AIR for $22.95. Please specify when ordering.

Orders less than $75 will be shipped UPS 2ND DAY AIR for $16.95 + $7.50 minimum order charge or UPS NEXT DAY AIR for $22.95 + $7.50 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 $450+ Order. Orders of $450+ 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 $450+ 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).

Do you sell veterinary prescriptions? See our Pharmacy page here.
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:
  • Calling our pharmacy toll-free at +1 (800) 835-7451 , or
  • Faxing the prescription to our pharmacy at 330-830-2764, or
  • Mailing the prescription to:
                Matthews Veterinary Pharmacy
                Attn: Rx Processing
                2780 Richville Drive SE
                Massillon, OH 44646

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 not available in CA.

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 $35.00* Hazardous Surcharge and must be shipped UPS 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 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. 

Do you have a Satisfaction Guarantee?
Yes! Your Satisfaction is Guaranteed! At PBS Animal Health your complete satisfaction is our #1 Priority!

How do I return an item?
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.


Customer Care Center Hot Line:
We'd love to hear from you...call us at +1 (800) 321-0235
Monday-Thursday 7am-10pm
Friday 7am-8pm
Saturday 8am-4pm
Eastern Time
Holidays Excluded

At PBS Animal Health Your Satisfaction is Priority #1! 

Top of Page