Updated Shipping Policy for Your Online Pharmacy

Covetrus is standardizing shipping fees across all products ordered through practice-branded online pharmacies. Beginning April 16, 2021, to qualify for free shipping an order must meet the minimum order value (MOV) of $49.

In this article, you will find:

 

Key details of the updated shipping fee standards

Non-diet orders with AutoShip:

  • Orders above MOV and enrolled in AutoShip will receive free shipping
  • Orders below MOV and enrolled in AutoShip will have a shipping charge of $4.95


Diet orders with AutoShip:

  • Diet orders below MOV and enrolled in AutoShip will have a shipping charge of $4.95
  • Diet orders above MOV and enrolled in AutoShip will receive free shipping


Non-diets orders without AutoShip:

  • Orders below MOV, not enrolled in AutoShip, will have a shipping charge of $4.95
  • Orders above MOV, not enrolled in Autoship will receive free shipping


Diets orders without AutoShip:

  • Diets orders above MOV, not enrolled in AutoShip, will have a shipping charge of $14.95
  • Diets orders below MOV, not enrolled in AutoShip, will have a shipping charge of $14.95


Compound orders:

**Compounds will no longer receive free 2-day shipping on the first order if under the $49 threshold**

  • Orders below MOV will have a $4.95 shipping charge
  • Orders above MOV will ship for free as long as they are not time- or temperature-sensitive items


Additional changes:

  • MOV is calculated before coupon discounts are applied to an order
  • We will no longer charge $6.95 for heavy items; those are now $4.95 for consistency

 

Why Covetrus has implemented new shipping fee standards

Covetrus is dedicated to providing our partner practices and their clients with an exceptional customer experience through their digital storefront. With convenience and competitive pricing, clients can shop a wide variety of vet-recommended products that meet the highest standards of quality and safety.

Why are we implementing new shipping fee standards?

  • To remain competitive
    To better serve our partner practices and their clients and to remain competitive in the online shopping landscape, Covetrus has updated its shipping fee standards for practice-branded digital storefronts.

  • To be consistent with industry standards
    By introducing a minimum-order-value fee, we are consistent with the standards of major competitors in the veterinary ecommerce industry.

  • Based on careful analysis
    We have conducted careful internal analysis of client order data to make sure that our new shipping fees have minimal impact on client orders overall.

  • To encourage AutoShip
    We believe that the $49 MOV is a reasonable threshold for AutoShip customers to meet in order to qualify for free shipping. The more we demonstrate the pet health benefits of enrolling in AutoShip for long-term prescription diets and medications, pet owners may be more likely to satisfy the MOV and receive free shipping on their orders.

 

FAQs and talk tracks to communicate with your clients

You may receive questions from clients about these updates and changes to the shipping policy. Anticipating the types of questions clients will ask, we have provided the following set of talk tracks to help you explain the changes or share directly with clients.

Why does my order now have a shipping charge?
On April 16 2021, we will be fully transitioned to new shipping fee standards for all products ordered through our online pharmacy.

Why are these changes happening?
Our partner Covetrus is dedicated to providing our customers with an exceptional experience through our online pharmacy. By making shipping fees consistent with industry standards, Covetrus is better able to supply us with a wide variety of products that meet the highest standards of quality and safety.

What are the changes?
Beginning on April 16, 2021, to qualify for free shipping an order must meet the minimum order value (MOV) of $49. You can find additional details on our shipping policy by visiting our storefront webpage.

Do AutoShip orders have a shipping charge?
Orders above $49 and enrolled in AutoShip will receive free shipping. Orders below $49 and enrolled on AutoShip will have a shipping charge of $4.95.

What happens if an order placed prior to the shipping policy change gets approved by my veterinarian after the change?
Non-autoship orders placed before April 16th 2021 will be grandfathered into shipping for free. However, if the entire order is declined by the veterinarian and a new order is placed, a shipping fee will be applied if the order value is below $49.

How is the shipping charge calculated if I apply a coupon to my order?
Your shipping fee is based on your order total before any coupons are applied to your order.

Will diets still ship for free on AutoShip?
Diets will ship for free on AutoShip as long as the order value is over $49. If the order is under $49 and placed on AutoShip, there will be a $4.95 shipping fee. 

Why would I want to put my food on AutoShip?
We highly recommend AutoShip to make sure that your pet’s food is delivered as soon as you need more. With AutoShip, you don’t have to remember to place a new order – it will simply arrive at your doorstep. AutoShip is flexible to fit your needs, allowing you to choose the frequency of your diet deliveries and to adjust or cancel your order at any time. Plus, you will save on shipping costs!

How will I know if my AutoShip order will have a shipping fee each time?
You can log in to your account and check “My Orders” to view details on the cost of your next shipment and to determine if it will be above or below $49. You will also receive an AutoShip reminder email that includes the upcoming order total, along with a notice that our shipping policy has changed.

Where can I find help for other order questions?
You can call our dedicated customer support team at 888-606-3336.  For a detailed explanation of our shipping policy, visit our storefront page.