At West Texas Vet Supply, we do everything within our power to ensure your order arrives to you correctly, undamaged and promptly. In the case that these standards are not met, we are happy to work out a solution.
Damaged or Incorrect Order
If your package arrives damaged or the incorrect product or quantity arrives, please do the following:
1. Take a photo of the outside of the box, the inside of the box and the damaged or incorrect product(s).
2. Contact us via phone or e-mail within 3 business days from confirmed delivery. Please be ready to give us your first name, last name, order number AND photos requested above. Contacting us on any social media platform does NOT guarantee a refund or replacement product.
Temperature Sensitive Items
West Texas Vet Supply only ships temperature sensitive items, such as vaccines, on Monday - Thursday. We will reach out to the buyer if we believe the temperature sensitive order will not arrive in a time appropriate manner. All temperature sensitive items are shipped in a cooler box with ice packs.
If you receive a temperature sensitive item that is warm, please contact us via phone or e-mail immediately.
West Texas Vet Supply is not responsible for temperature sensitive items that were delivered less than 3 days from ship date, but were opened 24 hours after confirmed delivery.
Lost or Stolen Packages
Lost and stolen packages are determined by the provided tracking numbers from the shipping partner such as USPS, UPS, FedEx, ect. If you believe your package is lost or stolen, please contact us via phone or e-mail. When a package leaves our store, we do not know when or if a package is delivered. The only way we can address this type of issue is with effective communication from the buyer. If a package has been marked as delivered, we as the shipper only have 3 business days to submit the appropriate paperwork to make a claim. We will do everything within reason to resolve this issue, but we are at the mercy of the shipping partner.
If West Texas Vet Supply does not receive official communication from the buyer about any issue with their order within the allotted time of 3 business days, we cannot guarantee a refund or replacement product.
