FAQ

Can I order by phone?

Yes, you can place an order by phone by calling 1-800-533-3377.

Do you have a fax number to place orders?

Yes, you can fax your order to 1-800-451-2390.

Can I order by mail?

Yes, you can mail your order to: Jeffers, 310 W. Saunders Road, Dothan, AL 36301.

What payment methods do you accept?

We accept Visa, MasterCard, American Express, Discover, PayPal, checks, and money orders. Payment must be in U.S. funds.

What is Jeffers' address?

Our address is 310 W. Saunders Road, Dothan, AL 36301.

Does Jeffers charge sales tax?

We charge sales tax for orders shipped to Alabama and any other applicable states.

What if I have questions about products or an order?

You can contact our customer service at 1-800-533-3377 or email customerservice@jefferspet.com.

How are orders shipped?

Orders are shipped via FedEx, UPS, or USPS. You can select your preferred shipping method at checkout.

How are shipping charges calculated?

Shipping charges are calculated based on the weight of the order, the shipping method selected, and the destination.

What if my order includes a prescription item?

Prescription items require a valid prescription from a licensed veterinarian. Please see our Prescription Disclaimer for more details.

Will my entire order ship together?

Most orders will ship together, but prescription and temperature-sensitive items are shipped separately with expedited shipping. Other items in your order will be shipped using the standard shipping method you selected.

What does drop-shipped mean?

Drop-shipped items are sent directly from the manufacturer to you. These items may have different shipping times and methods than items shipped from our warehouse.

When will my order ship/arrive?

Orders are typically processed within 1-2 business days. Delivery times depend on the shipping method selected and the destination. Please refer to our Shipping Policy for more details.

Where do I find a tracking number for my order?

Tracking numbers are provided in the shipping confirmation email sent to you after your order has shipped. You can also find tracking information in your account order history.

When are orders processed?

Orders are processed Monday through Friday, excluding holidays. Orders placed after 11 AM CT will be processed the next business day.

Can I cancel my order online?

No, you will need to contact customer service to cancel an order. Please call 1-800-533-3377 for assistance.

Can I order online and pick up in the store?

Yes, you can place an order online and select in-store pickup during checkout. You will receive an email when your order is ready for pickup.

How long will my order take to get to me?

Delivery times vary based on your location and the shipping method selected. Please refer to our Shipping Policy for more details.

Can I use PayPal® to pay for my order online?

Yes, we accept PayPal® as a payment method for online orders.

My item showed available/in stock when I placed it in my cart but now it shows back-ordered or unavailable. Why?

Inventory levels can change rapidly. An item may become unavailable between the time you place it in your cart and the time you complete your order.

Will you match a competitor's price?

Yes, we offer a price match guarantee. Please contact customer service for more information.

I ordered an item and it says it is back ordered. When will I be charged for this order?

You will not be charged for back-ordered items until they are shipped.

How do I change or stop my auto ship order?

You can manage your auto ship orders in your account settings. You can change the frequency, next order date, or cancel the auto ship altogether.

How do I find a coupon or discount code?

Coupons and discount codes are often available through our email newsletters and promotional materials. Sign up for our newsletter to stay informed about current promotions.

How do I apply my tax-exempt status?

Contact customer service to provide your tax-exempt information. Once approved, your account will be updated to reflect your tax-exempt status.

How do I create an online account?

Click on "Create Account" at the top of our website and fill out the required information.

Can I change my e-mail address in My Account?

Yes, you can update your email address in your account settings.

I use to have an account on the old site, why can't I log in on the new one?

With the launch of our new website, all customers need to create a new account. Please click on "Create Account" and follow the instructions.

I forgot my password and can't log in, what should I do?

Click on "Forgot Password" on the login page and follow the instructions to reset your password.

Can I check on my recent order online?

Yes, you can view your order history and track your orders in your account settings.

Is your online Customer Service Representative a real person?

Yes, our online Customer Service Representatives are real people ready to assist you with your questions and concerns.

How do I get to the Equine/Livestock section?

Click on "Shop by Category" at the top of the page and select "Equine/Livestock".

Your new site looks strange. Where are the products and categories?

If you are having trouble navigating our new site, please contact customer service for assistance.

How do I view my shopping cart?

Click on the shopping cart icon at the top right of the page to view your cart.

Where can I enter (or how do I use/apply) a promo code or a gift card?

You can enter your promo code or gift card code during the checkout process.

How long will items stay in my shopping cart?

Items will stay in your shopping cart for 30 days, but availability is not guaranteed.

How can I be sure that your site is secure?

Our site uses SSL encryption to ensure that your personal information is secure. Look for the padlock icon in your browser's address bar.

My item showed available/in stock but when I placed it in my cart it shows back-ordered or unavailable. Why?

Inventory levels can change rapidly. An item may become unavailable between the time you place it in your cart and the time you complete your order.

Can I place my order online and pick up at your retail store?

Yes, you can place an order online and select in-store pickup during checkout. You will receive an email when your order is ready for pickup.

Do you have a satisfaction guarantee?

Yes, we offer a satisfaction guarantee. If you are not satisfied with your purchase, please contact customer service for a refund or replacement.

Where can I find your return policy?

You can find our return policy here.

I need to return an item. What is the process?

Contact customer service to obtain a Return Merchandise Authorization (RMA) number. You can then return the item with the RMA number clearly marked on the outside of the package.

Where do I send returns?

Returns can be sent to: Jeffers, 310 W. Saunders Road, Dothan, AL 36301. Please include your RMA number on the outside of the package.

Do you have customer service hours?

Yes, our customer service is available Monday through Friday, 8 AM to 5 PM CT.

Do you have a store?

Yes, we have a retail store located at 310 W. Saunders Road, Dothan, AL 36301.

How do I get a catalog?

You can request a catalog by contacting customer service or by filling out the catalog request form on our website.

How do I contact customer service?

You can contact customer service at 1-800-533-3377 or email customerservice@jefferspet.com.

What is a pre-order item?

A pre-order item is an item that is not yet in stock but can be ordered in advance. It will be shipped as soon as it becomes available.

Why are vaccines only shipped early in the week?

Vaccines are temperature-sensitive and need to be delivered promptly. Shipping them early in the week ensures they do not sit in transit over the weekend. The handling of vaccines will be indicated on the product page.

Do you have a veterinarian on staff?

Yes, we have a veterinarian on staff to assist with product and prescription questions.

What does a crossed-out price mean?

A crossed-out price indicates that the item is currently on sale or discounted from its original price.