Shipping policy

Thank you for purchasing from Vero Animal Health. Terms and conditions of our shipping policy are outlined below and apply to products ordered from Vero Animal Health Canada.

Shipping Terms

All shipments are made F.O.B. Origin. Title of ownership of the goods transfers from the seller to the buyer once the goods are picked up at the seller’s dock.

Carrier Selection(s)

Vero Animal Health is responsible for carrier selection. Carrier selection is determined by the Vero Animal Health Transportation Team on all orders. Carrier modes chosen can include (but not limited to) parcel, common carrier, or air depending on the size of order; Vero Animal Health location and product requirements. The default carrier service level is Parcel Ground service on standard shipments. Vero Animal Health will use LTL or Truckload carriers; when needed; on orders deemed too large to ship via parcel carrier.

Shipping Destinations

Vero Animal Health offers direct delivery capability to customers located in all Canadian provinces. Vero Animal Health captures additional revenue to cover shipping and handling costs to the Yukon and the Northernn Territories.

Delivery times range from 2-5 days in Canada

U.S.A Orders:

US FDA regulated product require addition customs clearance, please allow an additional 2-3 days for this process at the customs broder.

We partner with Canada Post, USPS, Purolator, UPS and several LTL carriers.

For truckloads or LTL cargo please contact customer service for shipping costs.

International Orders:

International customers please contact your sales representative to make arrangements

Order Confirmation & Shipment Tracking

An automated order confirmation email is sent on all orders placed online. Customers must opt in to receive automated order confirmation emails on orders placed through their Inside Sales Representative Contact. Please check your secure account on our website to receive tracking number(s) for each order. Expect tracking numbers to be active within 12 hours of shipment release.

Order Processing Time

Order processing time is dependent on the carrier mode used to process your order. Orders will ship the following day if received by the order cut-off time of 12;00 noon. We do not process or ship orders on weekends or holidays.

Vero Animal Health reserves the right to amend the order cut-off time or allow extra processing time if we are experiencing a high volume of orders. We will communicate via email or telephone if there will be a significant delay in processing of your order.

Shipping Rates

Vero Animal Health is responsible for picking shipping carriers and base shipping cost of all shipments from our location of business. Customers are allowed to choose their own shipping carriers. If customers choose to use their own carriers then all product cost is EXW, and damage responsibility ends at our location

There are times when the customer is expected to pay additional fees for special services requested. See below table for fees types and their respective cost:

Special Service

Minimum Order Fee (Order value less than $200.00)

Hazardous Material

Next Day Air by 10:30 AM or 12 PM (pending destination zip code)
Delivery Intercept (Customer requests delivery to be returned while in transit)
Please contact your local Inside Sales Representative to obtain carrier list rate rates

Less-than-Truckload (LTL) Carrier Delivery Expectations

There are times when a customer order is big enough that requires it be shipped on a pallet. When this occurs, Vero Animal Health will use a Less-than-Truckload (LTL) Carrier to complete delivery. Vero Animal Health’s delivery partners offer pallet jack, liftgate and inside delivery services at time of delivery, when needed. Below are the expectations for each delivery service:

Liftgate: Driver will use liftgate to lower pallet from trailer to ground threshold. The max weight per pallet threshold is 2,000 lbs. If needed, driver will break down pallet to safely operate liftgate under this weight threshold.

Inside delivery: Driver to deliver product at the most immediate threshold of the outer door only. Driver is not expected to deliver into a second room; up/down stairs or beyond the basic door entrance. Driver is not expected to uncrate or assemble product at delivery location unless pre-arranged by Vero Animal Health’s Team.

Pallet Jack: Driver is expected to use pallet jack and/or hand cart to bring pallet from trailer to customer location door. Driver is expected to haul freight a reasonable acceptable distance to complete delivery. Driver is not expected to use pallet jack deliver freight through grass, gravel or water.

Delivery Time: End of business day.

Customer Liability – Product Deliveries: Title of ownership transfers to customer the goods are picked up at the seller’s dock. Vero Animal Health will only ship out product replacement(s) when the order was refused for damages or items missing. Missing or damaged items that were noted on the delivery receipt must be reported to Vero Animal Health Inside Sales Representative within 24 hours of receipt. We reserve the right to reject any damage/missing replacement requests if the below steps are not followed.

Count the number of boxes (items) on the pallet. Make sure that your count matches the count printed on your delivery receipt before signing for your delivery.
Scan pallet for signs of damage. Look for any punctured holes or tattered outer packaging. If damage signs exist, remove wrapping or boxes in front of the driver. Inspect all equipment and make sure it is not dented or heavily scratched. Do not sign the delivery receipt until thorough inspection is complete.
If there are no damages, dents, scratches or missing items, accept your delivery and sign delivery receipt “clear”.
If there are any damages, dents, scratches; refuse only the damaged items in your delivery. Then ask driver to mark your delivery receipt damaged (specific to the item damaged) and sign.
If there are any items missing; accept your delivery. Then ask your driver to mark your delivery receipt “short” while notating which item(s) are missing and sign.
If the outer packaging is tattered or replaced, but your equipment appears to be untouched, have the driver mark your delivery receipt “wrap broken” and sign.
Perform a thorough inspection of the equipment within 24 hours of receipt. Contact your Vero Animal Health Inside Sales Representative within 24 hours if any concealed damage is found.

Backorders

Items that are not currently available will be place on backorder and will ship at the first available date once it stock.