Frequently Asked Questions About Online Ordering

Can I place an item on backorder through AnimalHealthPros.com?
The system does not accept back orders. If, for some reason, a product is ordered and not in stock, that product will be removed from the order. In the event that one or more products you have ordered are out-of-stock, shipping and handling charges and any applicable taxes will be adjusted to correspond to the number of products actually shipped.

What if my account is on credit hold?
All accounts have to be current to ensure shipment of orders. If a customer's account is past due, their orders will be placed on a Credit Hold and will not be shipped. In such occurrences, the Customer should contact the Walco Credit Manager at 877-663-3029 (toll free) to discuss payment arrangements.

How do I contact customer service?
Customer Service is available by contacting us at custsvc@animalhealthpros. You may also click the "Customer Service" Button located on the navigation bar, this will allow you to submit an e-mail message to Customer Service. Our Customer Service representatives are able to help you with product recommendations as well as issues you may have encountered with the order process. Please feel free to write our representatives with any questions you may have.

Do you accept credit cards online? Will I be charged sales tax?
At present, we do not accept payments via credit cards. All transactions occur through your established Walco account. Sales taxes will be applied to all merchandise if appropriate. If you do not want to be charged sales tax, you must have a properly submitted Resale or Tax Exemption Certificate on file with Walco.

What are the payment terms?
Terms are NET due 30 days from purchase for Customers qualifying for account privileges. Past due balances are subject to a Finance Charge of 16% per annum (or maximum allowed by State law). All Invoiced amounts remaining unpaid after thirty (30) days, unless disputed in good faith, shall be deemed past due.

How is pricing generated? Can I get a better deal by ordering online?
No, we offer very competitive prices to all of our customers. The prices charged are based upon your order history and the quantity and size of the order. You may contact our Customer Service Department at 877-289-9252, ext. 3067, or, send an email to custsvc@animalhealthpros with special order needs.

How do I find a product?
The Product Search method is begun by choosing the "Find Products " option from the top navigation bar. Using a keyword search, products can then be identified by Product Description, Manufacturer's Name or Product Number. The fastest way to find an product is to enter the Product Number in the appropriate box and then click on the Search button underneath. If you do not know the Product Number, enter full or partial search data in the Product Description or the Manufacturer's Name boxes. The keyword search automatically combines the search parameters entered in the different fields. So, for example, entering "hoof" in the Product Description field and "Fort Dodge" in the Manufacturer's Name field, will display the all products manufactured by Fort Dodge with the word "hoof" in the Product Description. All products matching the search parameters will be located. By using the slide control on the right side of the page all of the products can be browsed. The information in each column can be sorted differently by clinking on the appropriate column heading.

How do I know when my order has shipped?
After an order has been placed, an email will be sent to you indicating that your order has been received. Another email will be sent when the order has been filled. It may take up to 2 business days to fill an order. So, an overnight shipment might arrive in 3 business days. Please note that we are unable to ship to Post Office Boxes. Once your order has been shipped, you will receive a shipment notification via email detailing the shipped products. To track orders shipped UPS use the link provided in the shipment notification e-mail.

What is your return policy?
We guarantee that all products sold are of the finest quality and free from defects. If there is a problem with any product you have ordered, it can be returned within 30 days and a new product will be sent to you immediately. If after inspection of your order, you no longer want a product or have purchased too much of a particular product, you may return it to us (at your expense) for a refund or replacement as long as it is within 30 days of the shipment date. The product must arrive back to us unused and in the original wrapping or container. Special order products cannot be returned. Merchandise should not be returned without prior approval. To notify us of a return, send an email to custsvc@animalhealthpros. You will receive an RMA (Return Merchandise Authorization) number to include with your returned inventory as well as the address of our returns department. Credit will be given for the original purchase price less a 15% restocking fee (unless the order was defective or an incorrect product was shipped, in which case we will of course refund you completely). Shipping and handling charges are non-refundable. All returns must be accompanied by the original packing slip. After a returned product has been received, it will take between 2 and 3 weeks to process. Refunds will appear on your billing statement.