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 Time in Transit Map found on our Shipping page.     
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 7,900+ 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, Hawaii, 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 and FPO orders must be shipped by US Mail with all shipping charges paid by the customer.  Vaccines and other items requiring refrigeration are unable to be shipped to APO and 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.

How is Sales Tax calculated?
PBS Animal Health charges sales tax on orders shipped to Ohio, where residents will be charged sales tax of 6.50%. If state sales tax rates change, we will charge accordingly. Customers who can claim exemption must complete and return a signed exemption form to us.  

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 Vaccines shipped?
You can be assured that we process and ship your vaccines with great care and handling from start to finish. Due to circumstances beyond our control and ever-changing weather conditions, we require vaccines to be shipped in an insulated container year-round. This insulated container helps protect your vaccines from freezing during the winter months and 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 vaccines as soon as they arrive. Vaccines and other items requiring refrigeration are non-returnable.

Vaccine shipments will arrive separately from the rest of your order.

A $3.95 charge will be added to all vaccine orders for the insulated container/frozen cold packs. 

We recommend ordering vaccines as early in the week as possible to assure delivery by Friday

Vaccine Orders received Friday through Monday are normally shipped the following Monday (excluding holidays).

Please see the UPS TIME IN-TRANSIT MAP to help estimate the number of days needed to receive your Vaccine Order.

Shipped Within the State of Ohio
Vaccine order of $75+ receive FREE NEXT DAY DELIVERY via UPS Ground Service

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

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
Vaccine orders of $75+ receive FREE SECOND DAY DELIVERY via UPS Ground Service.

We will also ship your $75+ vaccine order UPS NEXT DAY AIR for $19.95 or UPS 2ND DAY AIR for $14.95. Please Specify when ordering.

Vaccine 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 vaccine order UPS NEXT DAY AIR for $19.95 + $7.50 minimum order charge or UPS 2ND DAY AIR for $14.95 + $7.50 minimum order charge. Please specify when ordering.

Shipped to states in the 3-5 Day area UPS TIME IN-TRANSIT MAP
Vaccine orders of $75+ will be shipped UPS NEXT DAY AIR for $19.95or UPS 2ND DAY AIR for $14.95. Please specify when ordering.

Vaccine orders less than $75 will be shipped UPS NEXT DAY AIR for $19.95 + $7.50 minimum order charge or UPS 2ND DAY AIR for $14.95 + $7.50 minimum order charge. Please specify when ordering.

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 in search of. 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 3 original websites: pbsanimalhealth.com, dairyhealthusa.com and horsehealthusa.com into one easy-to-use, comprehensive selection of 8,000+ 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 & phone number.
    This prescription must clearly indicate the product, the amount and the number of refills authorized, if any.
             -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 can not 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.

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

Which credit cards do you accept?
We accept Visa MasterCard Discover and American Express
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 $33.00* 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!

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! 

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