FAQ

Frequently Asked Questions

Q: I can't check out because your system won't take my credit card?  There seems to be an error, what do I do?

A: Send us an email at contact@HorseMedsOnline.com and let us know what you were trying to order.  Sometimes our payment processor has  "time out" do to the amount of transactions that come through.  We will send you an invoice and you can pay for your products that way.

Q: Can you ship to a PO Box?

A: NO - We will not and can not ship to a POB

Q: Can I skip putting my telephone number in?

A: Fedex can't call you if there is no telephone number in case of a problem.

Q: Why does it take a more than two days to receive my Fedex?

A: We have to process each order individually and sometimes products are not in immediate stock. By waiting a day or so we can package the complete order and ship once. If there is a delay with one product we will ship a partial order at no additional expense to you.

Q: Can I get my tracking number emailed to me?

A: Please do not email us for tracking numbers. We can't provide them unless package is lost or damaged.

Q: My package says "delivered" and I have been sent a tracking number but my package is not here?

A: Once you place an order we automatically generate a packing slip if your items are in stock and reay to ship. Once this happens our internal system changes your order to delivered. This DOES NOT mean it's been delivered to you. The tracking number will not track until the carrier picks the package up and scans it in. This usually takes 12-24hrs. 

Q: I keep getting an error saying "processor declines transaction?"

A: Our payment processor is very strict for your protection. The address you are shipping to and the address you have on file with your credit card need to match in order for your purchase to go through. If you keep getting this error please make sure these addresses are correct.

Q: I forgot to order one thing. Can you add it to my order for me?

A: No - We do not and never will store your financial data. If you order the product you need, just email us and let us know and we will refund the extra shipping cost to you.

Q: This site won't let me login. Can you email me my password?

A: No - We don't have access to your passwords. You can go to the login screen and click on the "email password" link. The system will then send your password to your email account on file provided you entered your email address correctly when you registered.

Q: I can't check out and the site empties my shopping cart.

A: Try clearing you cookies and make sure you are using a browser that we support such as Safari, Firefox, or Internet Explorer.