Return Policy - Your Satisfaction is Our First Priority
ProbioticSmart.com is committed to providing the highest quality products and customer care at the lowest price possible. Your satisfaction is of the utmost importance to us.
We understand it is sometimes necessary to exchange or return an item, therefore it is our goal to ensure that our customers are completely satisfied with their purchase.
However, to ensure the quality and safety of the products that we sell, we cannot accept returns of the following items:
- Items that are classified as hazardous materials, including flammable liquids
- Any Product that is missing the UPC
- Any products that require cold shipment
- Any consumable products that have been opened (with the exception of PSCPets brand products)
Returns are accepted only within 30 days of the order date. The initial and return shipping charges are non-refundable. Returns are subject to a 15% restocking fee.
- All returns must have a RMA (Return Merchandise Authorization) number. No returns will be accepted without receiving prior return authorization. Please write your RMA number on the outside of the return box. No returns will be accepted without an RMA number or that have an RMA number that was issued more than 30 days prior to receipt of the returned merchandise.
- Merchandise must be in an undamaged and re-sellable condition, in its original packaging with no seals broken. All returns will be inspected by our return merchandise team. Partial and/or damaged returns will not receive a full credit. Items damaged during return shipping will receive partial or no credit at the discretion of ProbioticSmart.com.
- Shipping costs are refunded only at the discretion of ProbioticSmart.com.
- We recommend sending returns through a traceable delivery method (tracking or delivery confirmation) and in a secure box. ProbioticSmart.com cannot be responsible for lost or damaged packages.
- Please allow up to 3-5 business days after receipt of your return for inspection and review before issuance of your credit.
Please send the return items with the RMA number to the following address:
attn.: Returns Dept
4602 Domain Drive
Menomonie, WI – 54751
Processing Time - Our goal is to process all orders within 72 hours of receipt. Orders are processed during our regular business hours of Monday - Friday, 8:00 AM to 5:00 PM CST (excluding holidays). We always attempt to ship your order within 3 business days. Most orders placed will be shipped on the next business day but will be dependent on the size of the order. Orders over 500 lbs may exceed this time-frame. Most orders placed before 1:00 PM CST will be shipped the next business day.
Standard Shipping - ProbioticSmart.com offers standard, ground shipping via UPS or USPS. ProbioticSmart.com reserves the right to chose the ground shipping method based on the address provided. Most orders leave our facility within 3 business days, provided the items are in stock, there are no problems with the payment verification or the shipping address, and order size is under 150 lbs. Orders over 150 lbs will be shipped via freight shipping. With standard ground shipping, you will usually receive your order within 1-5 business days of it leaving our facility. Hawaii, Alaska, and Puerto Rico addresses will generally take approximately 7-10 business days.
P.O. Boxes and APO/FPO - We are able to ship to P.O. Boxes and APO/FPO addresses at this time, but only via USPS or UPS SurePost/Mail Innovations. If you provided a P.O. Box or an APO/FPO address but chose another shipping method, we will ship your order via USPS or UPS SurePost/Mail Innovations. You will either be issued a refund if the shipping cost is less or be charged the difference if shipping via USPS Priority Mail is more expensive than the method you picked. We will notify you of this change by phone or by email if a phone number is not available.
- UPS Ground Estimated Shipping Time & Tracking Information
- United States Postal Service Tracking Information
International Shipping- Only products that are not considered to be pharmaceutical grade can be shipped internationally. Additionally, any products that require cold shipping cannot be shipped internationally. You will be charged the actual shipping cost. All international orders will be shipped via USPS Priority International. Tracking will be available until your order leaves the United States. Please allow extra time for international packages to arrive depending on where you are located. ProbioticSmart.com is not responsible for delays/replacement of products due to international customs-related issues of any kind. In the even that an international order is returned to us, shipping charges will not be refunded.
Bulk Orders - If you are interested in purchasing any products in bulk, please contact us directly for a shipping quote. For orders that are over 150 lbs it becomes more cost effective to ship via a freight company. The actual freight company that is used will depend on the desired shipping address.
Canceling an Order - You may cancel an order at any time prior to it being processed for shipping from our facility by calling 1-888-873-9719. If your order has not already been processed to ship we will gladly cancel your order and apply a credit to the credit card used for the original purchase. However, if your order has already been processed for shipment, you will have to return the order once you recieve it. Please do not email your cancellation request, we will only accept order cancellation requests over the phone.
Adding Products to your Order - You may add products to your order any time prior to it being processed for shipping from our facility by calling 1-888-873-9719 and talking to one of our customer service representatives. Please do not email your request to add products to a previous order.
Undeliverable Packages - Undeliverable Packages or Unclaimed Packages returned to us will be assessed a return shipping fee equal to the original shipping charges in addition to the original shipping charges. These charges are to cover the fees assessed to ProbioticSmart.com by UPS or USPS for returning the package to us. If the customer requests the package to be re-shipped to them, the original shipping charges must again be paid. If you no longer want the product, or the package is refused upon delivery, a 15% re-stocking fee will be applied.
- Any free shipping promotions will be shipped via United States Priority Mail or UPS Ground.
- ProbioticSmart.com does not ship orders on Saturday, Sunday or national holidays
- ProbioticSmart.com reserves the right to change the shipping method at its own discretion to ensure proper delivery
- ProbioticSmart.com is not responsible for any delays in shipping caused by the carrier (UPS or USPS) due to weather or any other circumstances. Shipping charges will not be refunded in the event shipping is delayed by the shipping carrier. Please contact Customer Care with questions or concerns
Cold Shipping Policy
Shipping can be an obstacle when trying to keep temperature sensitive items cool. Although products of this nature are usually designed to withstand short transit in warmer temperatures, extended exposure can lead to reduced product quality. We want to offer you the ability to help ensure the best experience possible.
As a complementary measure to our customers, ProbioticSmart.com will send all cold shipping products in a thermal envelope with an ice pack. This is designed to keep your product cool for up to the first 24 hours of transit. ProbioticSmart.com also offers upgraded packaging and expedited shipping methods to reduce exposure to heat. These upgrades include 2 Day Air and Next Day Air Saver shipping from UPS and insulated foam packaging with a free ice pack. Please consider these options, especially in summer months or if you live in an area that may experience extremely high temperatures during transit. In an attempt to ensure best product quality, items that require cold shipping will only leave our warehouse on Mondays and Tuesdays. If you would like your product to leave our warehouse the same week the order is placed, we must receive your order by 1:00 PM CST on the Monday of that week.
While these methods can reduce transit time and/or increase the amount of time your product is kept cool during transit, in many cases your product may still arrive warm. Temperature sensitive Probiotic products are manufactured with the assumption that some of the organisms will die during storage and transit. To offset this loss, they are manufactured with significantly more organisms than are required for effectiveness. Therefore, a portion of the organisms in these products may die, but the product will still remain within the guaranteed label analysis.
ProbioticSmart.com keeps your product refrigerated until the shipping trucks arrive, but your package is beyond our control once it leaves our warehouse. Therefore we cannot guarantee any cold shipping items; additionally we cannot accept returns nor can we issue any refunds for any cold shipped products. Please consider all upgrade options for the best shipping experience.
If you have any further questions or concerns please contact our Customer Care team.
ProbioticSmart.com values the privacy of everyone who visits. This Privacy Statement gives you details on what information we will collect and how that information will be used. In addition, this statement will tell you how you can verify your personal information and request a deletion or update.
Information We Collect
The primary goal in collecting personal information from you is to provide services and products that meet your needs. If we receive personal information from you online, we will only use the information for administrative, technical, or marketing purposes, except as required by law or as BVPI discloses to you during information collection.
Our registration form and Shopping Cart require users to give us certain contact information such as name, e-mail, and shipping address. This information will be used to process orders placed on our websites. This information may also be used, if the need should arise, to contact a visitor in matters of clarification or to send confirmation of an order. Generally, we attempt to contact our customer's through e-mail, but if we are unable to contact a customer by email, we will attempt to telephone the customer.
As a visitor you have the right to:
- Ask for a copy of your personal information
- Ask that your personal information be corrected or updated
- Ask us to remove your personal information from our records
You may contact us on the web, call us toll-free at 1 (888) 873-9719, or you may mail your request to:
- 4602 Domain Drive, Suite A
- Menomonie, WI 54751
Note: When providing us with feedback regarding our products and services or submitting questions to the e-mail addresses on our website, you may be asked to supply personal information in congruence with our corporate follow-up procedures.
How We Use Collected Information
ProbioticSmart.com may use your personal information to correspond with you or send promotional and marketing materials by mail or e-mail. We will always make an effort to respond promptly to your requests for information and samples. We may also use personal information, non-identifying, and aggregate information to analyze our website and improve site services and content. We will store your personal information for a reasonable period of time only.
ProbioticSmart.com also sends a monthly e-newsletter to customers and visitors who elect to subscribe. To unsubscribe, please check the opt-out box at the bottom of the e-newsletter or Contact Us through customer care.
How We May Share Information
We will not trade, share, or sell your personal information, unless required to by law or as disclosed to you when the information is collected. However, we may share aggregate and statistical data with other companies. For example, we could share with a company that "500 people visited our website this week and read about this product."
ProbioticSmart.com has implemented procedures to safeguard the data you provide and is committed to keeping your data secure. Agents, contractors, or partners of ProbioticSmart.com who have access to your personal information in connection with BVPI services are required to keep the information confidential and are not permitted to use this information for any other purpose than to carry out services for BVPI.
Acceptance of Our Privacy Statement
By using this website, you signify your acceptance of this Privacy Statement, and you adhere to the terms and conditions posted on the website. If you do not agree with any of these terms, please do not use this site or submit any personal information.
Shopping at ProbioticSmart.com is safe and secure. To protect your credit card number and other personal information, we use Alpha SSL encryption technology and partner with FirstData to be PCI compliant. Your credit card number is digitally scrambled to ensure that is not read by unauthorized third parties.
If you're still concerned about internet security, please contact our customer care department at 1.888.873.9719 to submit your order by telephone.
The content of this Internet site is owned and controlled by ProbioticSmart.com and is protected by worldwide copyright laws. Content may be downloaded only for personal use for non-commercial purposes, but content may otherwise not be copied or used in any way.
The owners of this site will use reasonable efforts to include up-to-date and accurate information but make no representations, warranties, or assurances as to the accuracy, currency, or completeness of the information provided. The owners of this site shall not be liable for any damages or injury resulting from your access to, or inability to access, this Internet site, or from your reliance on any information provided at this Internet site.