Shipping & Ordering Info

 

Shipping Policy – Heritage Animal Health

At Heritage Animal Health, we’re committed to processing and shipping your orders as quickly and accurately as possible. We appreciate your patience as we navigate occasional delays due to vendor backorders, high demand, and shipping carrier constraints.

Order Processing Times

We aim to ship most in-stock orders within 2–3 business days. Orders placed before 2:00 PM CST may ship the same day; those placed after will ship the next business day.

Due to ongoing supply chain issues and increased order volumes, some items may be backordered for two weeks or more. We will notify you of delays via email—please check your spam or junk folder to ensure you receive our messages.

Order Fulfillment & Availability

While we strive to keep our online inventory accurate, availability can change rapidly. Products may become temporarily unavailable due to manufacturer backorders or supply shortages. Backorder timelines are determined by manufacturers and are out of our control.

If an item on your order is back ordered, you can:

  • Hold the entire order until all items are available

  • Ship available items now and either substitute or cancel the backordered item

Please call us at 1-800-738-7012 or 1-800-225-7399 to check availability or discuss options.

Shipping Methods & Delivery

We offer a variety of shipping methods:

  • UPS: Ground, Next Day Air, 2nd Day Air, 3 Day Select

  • USPS: Priority Mail, First Class Mail

Important delivery notes:

  • UPS guarantees delivery but excludes weekends, holidays, and the pickup day from transit times.

  • USPS times are estimates and not guaranteed.

  • A UPS 3-Day Select order placed Monday before 2:00 PM CST arrives Thursday.

  • Next Day Air orders placed Friday arrive Monday unless Saturday delivery is chosen.

Alaska, Hawaii, and Puerto Rico:

  • USPS Priority Mail is recommended.

  • Only UPS 2nd Day Air or Next Day Air are available for Alaska/Hawaii.

  • Puerto Rico orders must use USPS Priority Mail.

Delivery Responsibility:
If the carrier marks your package as “Delivered,” it becomes the customer’s responsibility. Please be mindful of your local weather and order accordingly, especially during extreme temperatures.

Shipping Charges

Free standard shipping on orders over $150 within the continental U.S. (UPS Ground or USPS, carrier chosen at our discretion).

Free shipping excludes:

  • F.O.B. items (8 lbs. or more)

  • Hazardous materials

  • APO/FPO addresses

  • Oversized or special-handling items (e.g., Dewlap Brisket Tags)

Orders under $150 pay actual shipping cost based on location and method.

Vaccine & Temperature-Sensitive Items

All vaccines and biologicals are shipped in insulated containers with ice packs. While ice may arrive melted, it will have preserved the product during transit.

Vaccine Shipping Guidelines:

  • Ship Monday–Wednesday only

  • Ship via UPS only

  • For faster delivery, select Next Day Air or 2nd Day Air

Important:

  • Vaccines are non-returnable and non-refundable

  • Once opened, biologicals must be used immediately

  • Our shipping and handling follow strict manufacturer and veterinary guidelines

Shipping & Delivery Notes

  • Orders placed before 2:00 PM CST typically ship the same business day. Orders placed after this time will ship the next business day.

  • Delivery timeframes are based on the selected shipping method and begin once the order has shipped, not when it is placed.

  • If you would like your shipment to require a signature upon delivery, this must be requested after placing your order. Please email sales@heritageanimalhealth.shop with your order number as soon as possible so we can apply the request before shipment. Additional carrier fees may apply.

  • Hazardous items may incur a $32 surcharge and must ship via ground.

  • Certain items, such as Dewlap Brisket Tags, may not qualify for free shipping due to weight or handling requirements.

  • Drop-shipped items may require additional processing time and will ship separately from in-stock items.

  • Once a package is marked as “Delivered” by the carrier, it becomes the customer’s responsibility. Please ensure a secure delivery location and consider weather conditions when placing your order.

State Law Restrictions

Certain items have restrictions based on state laws:

  • Rhode Island: Vaccines not permitted; Certificate of Need required for syringes/needles

  • Minnesota: Modified-live vaccines for companion animals not permitted

  • CA, CT, DE, NH, NJ, NY: Certificate of Need required for syringes/needles

Some states also restrict specific insecticides. Contact us if you're unsure about product availability in your area.

Returns & Damaged Items

  • Return requests must be made within 14 days of delivery.

  • Returns must be authorized before shipping back.

  • Items must be new and unused. Opened, used, or unauthorized returns will not be refunded.

  • Customer is responsible for return shipping.

  • 25% restocking fee applies to eligible returns.

  • Shipping charges are non-refundable.

  • Vaccines, injectables, special orders, and drop-ship items are non-returnable.

Damaged Shipments:
Refuse delivery if visibly damaged. If damage is discovered later, contact us within 24 hours and retain packaging for claims.

Special Orders

We’re happy to special order items not regularly stocked. These ship from our warehouse or directly from the manufacturer when available.

Note: Special orders are non-returnable, so please confirm all order details carefully before submitting.

Payment Methods

We accept:

  • Credit/debit cards (Visa, MasterCard, Discover, AmEx)

  • PayPal

Credit cards are charged at shipment. Special orders are charged at time of placement.

Tax Information

Sales tax is charged based on current state laws. Dealers and distributors can request a sales tax exemption form.

International Shipping

We ship equipment only via International Priority Mail. Orders must be paid through PayPal.

Important Notes:

  • Customers are responsible for all duties, taxes, and customs fees.

  • We cannot mark packages as “gifts” or declare lower values.

  • Once orders leave our facility, we are not responsible for delivery or condition.

  • No refunds are issued once a package ships internationally.

  • Freight forwarders are not allowed.

Order Changes & Modifications

Due to our fast processing, we are unable to modify orders once submitted. To add or change items, please place a separate order.

Pricing Policy

Prices are subject to change without notice. We reserve the right to:

  • Correct errors before shipping

  • Limit quantities

  • Confirm pricing before finalizing an order

Contact Us

For questions about your order, shipping, or product availability:

📞 1-800-738-7012 or 1-800-225-7399
📧 sales@heritageanimalhealth.shop