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FAQs




Frequently Asked Questions

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  1. How do I create an online account?
  2. What is your Return Policy?
  3. Is your online Customer Service Representative a real person?
  4. Where do I find a tracking number for my order?
  5. How do I find items shown in your printed catalogs?
  6. How do I get to the Equine (or Livestock) section of your Site?
  7. Can I ship COD when I order online?
  8. What does "Freight Charges Apply" mean?
  9. What does "Hazardous Charges Apply" mean?
  10. Do you charge shipping?
  11. What about shipments outside of the U.S.?
  12. How do I view my shopping cart?
  13. How long will items stay in my shopping cart?
  14. How do I request a catalog?
  15. Do you sell animals?
  16. What is a good wormer for horses?
  17. When are orders processed?
  18. Where are you located?
  19. Can I order online and pick up my order in the store?
  20. How can I be sure that your site is secure?
  21. Why am I being charged for Second Day Air on my order?
  22. Does Jeffers carry or sell prescription products?
  23. Why is my state restricted?
  24. How long will my order take to get to me?
  25. What is Economy/Standard Shipping?/What carrier(s) do you use?
  26. Can I use PayPal to pay for my order?
  27. What is UPS SurePost?
  28. Can I change my email address in My Account?
  29. My item showed in stock on the page but now says back ordered or unavailable in the cart. Why?
  30. How do I unsubscribe from your e-mails?
  31. What does "Indefinite Backorder" mean?
  32. Do you have a veterinarian on staff?

  • How do I create an online account?

    To create an online account, click on the link that says "My Account." or "Log In" at the top of any page from there, you can create a new account using the link provided. However, you do not need to register to place an order. * (PLEASE NOTE: IF YOU ARE NOT REGISTERED AND LOGGED IN, YOU WILL NOT BE ABLE TO SEE THE ORDER IN YOUR ORDER HISTORY!) Continue adding items to your cart until you are ready to checkout, then you will be prompted for necessary billing, shipping, and payment information. (You will also be given an opportunity to register here if you are not logged in.)


  • What is your return policy?

    Returns are never a problem. Please view our Return Policy,


  • Is your Online Customer Service Representative a real person?

    Yes, we are doing our best to bring you the fastest and most reliable customer service on the web. All of our Online Customer Service Representatives are real people.

  • Where do I find a tracking number for my order?

    Your tracking number (if available) will be e-mailed to you once the order has been processed and packed. Also if you are registered (and were logged in at the time of the order) you can click on "My Account" at the top of a page and see your order history. When you find the order you are looking for, (orders after June 2010) click the order number and tracking information should be at the bottom of the page. If you cannot find the order or you provided a wrong e-mail address, you can always call our customer service representatives at 1-800-533-3377 or Click on our LiveChat link (top of page) to check where your order is.
    IMPORTANT NOTE: If you choose Economy Shipping, many of the services will not have active tracking. Please keep this in mind when choosing between Economy and Standard.
    CANADIAN CUSTOMERS: We apologize but it normally takes 7 to 10 business days to be able to track a package shipped to Canada as the tracking isn't valid until it reaches Canada.



  • How do I find items shown in your printed catalogs?

    To find items in our online store, you can search by catalog number, by product name, or by keyword. To search by item number, refer to one of our printed catalogs and locate the four or five digit code listed below any product description. To find the item, enter the number in the search box on the left hand side of the screen. To search by keyword, simply enter the keyword you wish to search for. If you are using multiple keywords, we recommend you use "&" or "and" to separate them. This will narrow the results of your search to a more manageable number. If you know the product name, you can also enter the specific name of the product you are looking for.



  • How do I get to the Equine (or Livestock) section of your Site?

    We have all three catalogs completely integrated into one website: the JeffersPet, JeffersEquine and JeffersLivestock catalogs are all online. You can navigate between the catalogs by using the links located at the top of each page (animal icons), or on the bottom left of the main category pages (text links). All transactions made in one catalog (such as items in your shopping cart) carry over to the other online catalogs during any online session. You only need to sign in once to shop our entire line of products.



  • Can I ship COD when I order online?

    If it is available in your area, the option should show up at checkout. To ship COD, check the COD box on the Checkout page. A $10.00 COD charge will be added to your order automatically. You do not need to enter any credit card information. We reserve the right to verify a bank account on any COD order! If there are any problems with your COD order, a customer service representative will contact you. Please make sure that we have a valid phone number where we can reach you. Note: We are unable to ship orders COD anywhere outside the United States.



  • What does "Freight Charges Apply" mean, and how much extra does it cost?

    Freight Charges, or FOB, (Freight on Board) are extra costs added to items that are extremely heavy or extremely large or awkward in size. These items are usually cages, crates, saddles, etc. Your FOB charges will be determined by the weight/size of the item and your zip code. Sometimes, the total you see on your order will be a little different than that of the correct price. If the correct price is lower, we will honor the lower price. If the correct price is higher, you will be given the price you saw on your internet bill.



  • What does "Hazardous Charges Apply" mean, and how much extra does it cost?

    Some items have Hazardous Shipping fees for delivery. The charge is usually a flat rate amount (usually $25.00) per item delivered or sometimes per two items delivered. Sometimes, the total you see on your order will be a little different than that of the correct price. If the correct price is lower, we will honor the lower price. If the correct price is higher, you will be given the price you saw on your internet bill. Hazardous items require a signature for delivery.



  • Do you charge shipping?

    No, not in a traditional sense. However, there is a $6 service charge for all orders under $49. If you do not see "Freight Charges Apply," or another specified additional charge on an item detail page, then there will be no extra cost for shipping.

    For more information about our shipping policies, see Shipping Information.



  • What about shipments outside of the U.S.?

    NOTE: WE ARE NO LONGER ABLE TO SHIP VACCINES TO CANADA.

    We currently only ship to U.S. Territories and Canada. Certain restrictions apply to some products. Shipping and freight charges to addresses in Canada or outside the continental U.S. cannot be determined until the actual time of shipment. We will send you a second email confirmation, including these additional charges, when your order is shipped. If you would like to know your total charge PRIOR to shipment, you will be given a chance to provide your contact information during checkout.



  • How do I view my shopping cart?

    Upon adding items to your cart, you will see your cart or there is always a link at the top of each page where you may view your "Cart". There is also a 'running' total at the top of each page showing number of items and a subtotal of all of the items in your cart. All transactions made in one catalog (such as items in your shopping cart) carry over to the other online catalogs during any online session. You only need to sign in once to any of the websites.



  • How long will items stay in my shopping cart?

    The site uses "cookies" to recognize a computer and store order information. Once you place an item in your cart, it will remain until you either remove the item, close the order (make payment) or the item goes out of stock permanently. The advantage of "cookies" over "sessions" is that your session won't "Time Out" with "cookies". "Cookies" are stored on your computer and so your order or cart will not "follow" you if you use another computer to log in. For instructions on enabling cookies, click here.



  • How do I request a catalog?

    To request a FREE catalog, click on the "Free Catalog" link near the bottom of most pages.



  • Do you sell animals?

    Unfortunately, no. We are in the animal health and pet supply business only.



  • What is a good wormer for horses?

    All of the wormers we sell are good. Each, of course, has its own purpose--it all depends on what you are treating and how much you want to spend. But, remember, a higher price does not always mean a higher quality. You can contact one of our customer service representatives or equine specialists anytime if you have questions about which application would be appropriate for your individual situation.



  • When are orders processed?

    All orders are processed as quickly as possible. When you submit your order, and all the information has been verified, the order is printed out in our warehouse immediately (within about 10 minutes depending on the number of orders being processed). If there is a question or problem regarding verification, there may be a delay; otherwise, your order will then be pulled by the next available warehouse puller. (Mon thru Friday and some Saturdays as needed.) Once the order has been pulled and checked (for accuracy and quality), it is packed and in most cases will be shipped on the same day (excluding Sundays and holidays). During certain busy seasons, we may experience ship delays.



  • Where are you located?

    All on-line orders from Jeffers and the 85 seat Call Center are filled from our 120,000 square foot warehouse located in Dothan, Alabama. Jeffers is one of the largest privately owned catalog and eCommerce animal health supply retailers.



  • Can I order online and pick up my order in the store?

    Yes. Simply add a note in the "Special Instructions" box at checkout stating that you will be picking up your order in the store. Also include an estimated time the order will be picked up and the name of the person who will pick up the order. When the order is processed, tax and shipping will be adjusted to reflect a retail order. Then, your order will be pulled and taken to the registers to await pick up. NO PAYPAL OR COD PAYMENTS, PLEASE! For directions to the store, see above.




  • How can I be sure that your site is secure?

    You can be assured that our site is secure by several means. Whenever you are asked to enter any personal information (log in, register, checkout, etc.), you can look at the address bar and note that the address begins with "https:" instead of "http:" which indicates a secure site. Also, depending on your browser, looking at the bottom of your browser window, (or in the address bar in some) you should see an unbroken key or a closed lock (again, depending on your browser). In many cases your address bar (or part of it) may even be a different color on these pages. All of these are signs that we have taken every precaution to protect you and your information.




  • Why am I being charged for Second Day Air on my order?

    For vaccine/biological orders that are expected to take longer to ship than 2 days (from Dothan, AL), we strongly recommend Next Day or Second Day Shipping to preserve the efficacy of the product. You may opt to have your order shipped regular Ground, but neither Jeffers nor the manufacturer can guarantee the viability of the product.
    All vaccine orders default to Second Day Air; by changing shipping to Standard, you assume responsibility for any problems resulting from declined express shipping.
    ALL VACCINES/BIOLOGICALS ARE NON-RETURNABLE AND NON-REFUNDABLE!



  • Does Jeffers carry or sell prescription products?

    No. Jeffers only carries products for basic health care. If you need a product that requires a prescription, please see your local veterinarian. Even with a valid prescription, Jeffers has no access to prescription drugs and can not fill the prescription. See also Question #32



  • Why is my state restricted?

    Your state can be restricted for a couple of reasons. If your state is listed as a restricted state, a state law is in place prohibiting the shipment of the product to the state. State laws often change so this list cannot be considered complete. If the product is a vaccine, some state and local laws require vaccines to be administered by a licensed vet only, and make it illegal for you to vaccinate your own animal or refuse to recognize the vaccination if you do it yourself. Before ordering vaccines, investigate your local laws and regulations. If you are outside the U.S., your area may be restricted for vaccines items because of the amount of time it takes for packages to be delivered. Please note that restrictions apply to your shipping addresses.



  • How long will my order take to get to me?

    Most orders ship out the same day we receive them if it is before 3 pm Central. Vaccines/Biologicals are generally held until Monday if there is any doubt that they will reach their destination before the weekend. The length of time it takes for your order to arrive is dependent on your location with respect to ours. We are located in South Alabama and the closer you are to us, the quicker your package will arrive.
    Click to see a map with approximate transit time for different areas. (U.S. only)



  • What is Economy/Standard Shipping?

    Beginning April 1, 2012, your shipping options will change to offer more choices. The default shipping option for residential addresses within the Continental US, henceforth known as Economy, will still incur a $6 service charge (waived for orders $60+). Orders shipped Economy will be sent via our choice of the most economical method (which may include UPS SurePost - explained in Q27 below or other non-tracking services). However, for an upcharge of $4.99, you may have your package(s) sent UPS Ground (or another preferred carrier) all the way to your door. We will still offer and recommend 2nd Day and Next Day shipping (UPS) for vaccines and biologicals only (with an upcharge). See Shipping Information for more information.

    Vaccines cannot be shipped Economy! If you decline air (2nd Day or Next Day), your vaccine(s) will be shipped Standard (usually UPS Ground) and a $4.99 charge will be added. If your order includes vaccines and non-vaccine items, all non-biological items will be shipped Economy or Standard based on your choice. We do not offer expedited (air) shipping on non-biological items (online) at this time.



  • Can I use PayPal to pay for my order?

    We accept PayPal for orders shipped to the continental US only. The PayPal option will not show on the checkout page until the shipping address is completed. If you have an autofill option that fills in the shipping address, you may need to tab through the address boxes to make the PayPal option appear. Make sure that State and Country are filled. If your JavaScript is turned off, the PayPal option will not show. For instructions on enabling JavaScript, click here



  • What is UPS SurePost?

    UPS SurePost is now our default method of shipping to residential addresses within the Continental US. Your order will be packaged and sent via UPS Ground to the US Post Office nearest your Ship TO address. The USPS will then deliver the package(s) to your door. Tracking information is only available from UPS until it reaches the Post Office.



  • Can I change my email address in My Account?

    Your email address is used as the unique identifier for your account. Once it is linked to your account number, you cannot change it. This is meant to protect your personal information and account history. We recognize that sometimes email addresses change. We will happily change your email address for you. Simply contact us by email at customerservice@jefferspet.com or through our LiveChat Service online or by phone. Please have your old email address, new email address, and current password handy and if possible your Jeffers account number.

  • My item showed in stock on the page but says back ordered or unavailable in the cart. Why?

    Our inventory status records are updated overnight (every night) by our system and may change throughout the day. For example if we have 2 of a particular item in stock when the status update runs, that product will show in stock. When you place an item in your cart, the system checks again, live, to make sure it is still available, so the status may change from what you saw on the product page. Back ordered items are not charged to your credit card until they ship. (Paypal and COD orders are for full amount.)

    Please be aware that our back order dates are estimated times of arrival and may change at any time. This is beyond our control and we strive to always give you the most up to date information.

  • How do I unsubscribe from your e-mails?

    You can safely unsubscribe from our e-mail list here at any time. You may also update your e-mail preferences here as well.

  • What does "Indefinite Backorder" mean?

    Indefinite Backorder usually indicates that an item is on a long-term backorder from our vendor/manufacturer. It generally means that the supplier cannot give us an estimated time of delivery or ETA is more than 30 days out. We always strive to keep our products in stock to the best of our ability, but some delays and problems are unavoidable. Indefinite backordered items are not available for purchase because of the uncertainty involved. Rest assured, we will always try to find the quickest possible solution. Occasionally this may include an alternate source. Sometimes, there is no alternate and we are just as frustrated as you are.

  • Do you have a veterinarian on staff?

    No. We are a supplier of non-prescription medicines and animal-related products. We do not keep a vet on staff. Dr. Jeffers held a doctorate degree in animal nutrition and some people may have been confused about this. Dr Jeffers was very knowledgeable about many animals and conditions and we still try to keep a staff of "specialists" with a similar wealth of knowledge for many animals available for questions at all times. However, we never dispense medical advice or extra-label advice. No employee of Jeffers, Inc. is allowed to give direction on usage that is against labeling efforts of a manufacturer. None of our advice is ever meant to supplant or supersede the medical advice of a veterinarian.

 
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