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| Frequently Asked Questions |
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Hospital
Q: Do we need a special computer system or type of computer to use VetSource?
Q: Can we use our existing web site?
Q: What if we don't have a web site?
Q: What sort of training is available?
Q: How does VetSource support hospital staff?
Q: Who do I call if I have a question?
Q: What's the difference between VetSource and 1-800-PetMeds or VetCentric ?
Hospital - Home Delivery
Q: What if the hospital currently uses another home delivery service?
Q: What are the benefits of pharmacy and pet nutrition home delivery for clients?
Q: How does VetSource help with client compliance?
Q: What's the product cost to the client?
Q: Who handles payment transactions and how does the hospital receive its funds from home delivery sales?
Q: How do I know that my client's information will be kept confidential and secure?
Q: Will I be approving all orders?
Q: How is the product delivered?
Q: Why offer Hill's Pet Nutrition products exclusively?
Q: What happens if the Hill's product is damaged or incorrect when my client receives it? How do I handle returns?
Q: How does your home delivery return policy work for prescriptions and over-the-counter medications?
Hospital - 1-Stop-Shop
Q: What products and services does VetSource offer?
Q: What are the benefits of VetSource 1-Stop-Shop for my hospital?
Q: What is the return policy for wholesale purchases of prescription and over-the-counter products?
Q: Will you be adding other 1-Stop-Shop programs?
Hospital
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Q: Do we need a special computer system or type of computer to use VetSource?
A: You only need a Windows-based system and internet access.
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Q: Can we use our existing web site?
A: Yes. You can easily add a link to your existing web site that will drive people to the home delivery section.
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Q: What if we don't have a web site?
A: VetSource can provide a web site at no additional charge. We have a wide variety of templates to choose from and the content can be updated by you or your staff.
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Q: What sort of training is available?
A: You and your staff will be presented with internet-based sessions to learn about the VetSource eCommerce system. Training sessions can be scheduled at a time that is convenient for you. VetSource also offers tutorials and demos on demand so that you can learn more about specific features of the application.
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Q: How does VetSource support hospital staff?
A: We provide reliable call center support, web-based training, client sign up forms, and a variety of marketing materials for the hospital. We also save you time by providing client reminder services and an automatic refill program for your clients.
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Q: Who do I call if I have a question?
A: If you are having any issues with the VetSource program, contact us at (877)738-8883.
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Q: What's the difference between VetSource and 1-800-PetMeds or VetCentric ?
A: VetSource is an extension of your veterinary hospital. When a client places an order with VetSource, it is really a request for approval from your clinic. The order isn't actually placed until you approve the order. Additionally, the hospital receives revenue for all products sold through the home delivery program. Home delivery of Hill's Pet Nutrition products is not available through VetCentric or 1-800-PetMeds.
Hospital - Home Delivery
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Q: What if the hospital currently uses another home delivery service?
A: Using VetSource home delivery does not preclude your use of any other online services.
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Q: What are the benefits of pharmacy and pet nutrition home delivery for clients?
A: The primary benefit is the convenience of having their pet food and prescriptions delivered to their home.
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Q: How does VetSource help with client compliance?
A: On the hospital's behalf, VetSource will send customized email or voice messages with refill reminders to your clients. With our automatic refill program, your clients can schedule regular delivery of products.
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Q: What's the product cost to the client?
A: You set the price of all your products. The cost to the client is the hospital's retail price plus shipping and handling and applicable taxes.
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Q: Who handles payment transactions and how does the hospital receive its funds from home delivery sales?
A: VetSource handles all credit card transactions and deposits the proceeds directly into your hospital's bank account. There is no need to set-up a merchant account.
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Q: How do I know that my client's information will be kept confidential and secure?
A: VetSource is built on a state-of-the-art secure platform that assures the confidentiality and integrity of client information. We guarantee that their information will not be rented, bartered, or sold to anyone.
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Q: Will I be approving all orders?
A: You will need to approve all pharmaceutical and Hill's product orders. Besides ensuring the best care for the pet, this helps strengthen your relationship with the client.
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Q: How is the product delivered?
A: VetSource has partnered with the major shipping companies, so your clients can expect prompt delivery. Clients should allow one week for all refill requests. Overnight or expedited delivery is also available for an additional charge.
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Q: Why offer Hill's Pet Nutrition products exclusively?
A: Hill's is the industry leader in offering premium pet nutrition products.
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Q: What happens if the Hill's product is damaged or incorrect when my client receives it? How do I handle returns?
A: We will honor a 100% customer service satisfaction standard on all Hill's Pet Nutrition products.
If the product received is damaged or incorrect, the client can contact you directly or call VetSource at (877)738-4443 so that the product can be replaced or refunded immediately. If the client returns the product directly to the hospital for a replacement, contact VetSource at (877)738-8883 so that we can restock the item for you.
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Q: How does your home delivery return policy work for prescriptions and over-the-counter medications?
A: For your protection, state and federal laws do not permit pharmacies to resell prescription products if they have been returned after sale, even if they are unopened. In special cases, prescriptions may be returned for credit but the medication will be destroyed by the pharmacy.
OTC products may be returned to the pharmacy for credit provided that they are unopened, not temperature sensitive, and are returned within 30 days of the original sale date. Exceptions to this policy will be made on a case by case basis. All return requests must be pre-approved by the pharmacy before return documents or credits will be issued. Return policies may be subject to change.
Hospital - 1-Stop-Shop
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Q: What products and services does VetSource offer?
A: VetSource offers products from these following leading companies: Butler Animal Health Supply, Fort Dodge Animal Health, Merial, Novartis, Nutramax Laboratories, Inc., Pfizer, Schering-Plough, and Virbac. Having all of these vendors available on one platform provides you with direct access to a broader range of pharmaceuticals and supplies in one location.
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Q: What are the benefits of VetSource 1-Stop-Shop for my hospital?
A: VetSource 1-Stop-Shop has partnered together with the premier veterinary industry leaders to provide your hospital with an exclusive purchasing option that consolidates ordering of all your wholesale pharmaceuticals and supplies, pet nutrition, and laboratory services from one location. The primary benefits include significant time savings for your staff combined with 24/7 online ordering through one web site. We also offer the convenience of phone ordering. Your staff will appreciate the time savings with reduced invoices and shipments.
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Q: What is the return policy for wholesale purchases of prescription and over-the-counter products?
A: VetSource will accept return of items purchased through us. Items returned due to VetSource error and items currently stocked and in saleable condition will receive 100% credit.
Special order items in saleable condition will receive 100% credit less manufacturer restocking and/or shipping and handling fees. Expired or short dated products will receive credit as defined by the manufacturer's return policy. Please contact Customer Service for all return authorizations.
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Q: Will you be adding other 1-Stop-Shop programs?
A: Yes! VetSource is working with other leading industry leaders to bring you the most complete wholesale offering.
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