Q: How does our Veterinarian Directed Delivery program work and when will my order be processed?
A: Our Veterinarian Directed Delivery Program allows you to receive up to 3 items at a time for each of our products. Recurring frequency is based on your pet’s weight, to ensure that you never run out of product. Our warehouse has 24-48 hr window to fill orders, but orders most often ship within 24 hours. Our customers retain complete control and can change or cancel at any time by calling us at 877-221-0552. PLEASE NOTE: Orders placed on Friday, Sat or Sunday will not ship out until Monday. UPS expedited shipping is counted in business days and does not include weekend days.
Q: Do I pay for shipping and handling?
A: When you enroll in our Veterinarian Directed Delivery program, you will receive free shipping and handling on all of your orders.
Q: What is your return & Refund Policy?
A: Veterinarian Recommended Solutions is committed to pet health, safety and client satisfaction. VRS will only accept returns of unopened product on your first order. If this is your first order from VRS, and you are dissatisfied with your product, you may request a full refund within 15 days of shipment. Please contact our Customer Relations Department at 877-221-0552 with your initial order number and, if applicable, we will process the refund within 7 business days.
Q: What happens if my product arrives damaged?
A: All orders undergo a quality assurance review prior to shipping, but if an error occurs, we are committed to correcting it. If you receive a damaged product, please contact the VRS Customer Relations Department immediately upon receipt of delivery. We will replace any damaged product.
Q: How do I change my order?
A: We encourage you to consistently follow your veterinarian’s recommendation on administration and feeding. However, adjustments can be made to your future refill shipment(s) by calling our Customer Relations Department at least three business days prior to your next ship date, which is shown on the front of your packing slip.
Q: If I placed an order online, do I need to re-order online when I need more product?
A: All online orders are set up as recurring shipments, so you do not need to take any further action. If you need more product before your next shipment, simply call us and we can change your ship date. You do not need to place another online order.
Q: How is my product shipped (US)?
A: We ship product using UPS Ground and does not require a signature upon delivery. Once your order is processed and shipped, you will receive an email with the tracking confirmation. We are able to ship to PO Boxes through USPS.
Q: I noticed you have switched to plastic bottles. What are they made of?
A: Our PET bottles are made of BPA-free, recyclable plastic. We are transitioning our Omega Benefits® products to plastic to avoid breakage during shipment.