Welcome to our FAQ page, where you can find answers to the most commonly asked
questions about our company, products/services, policies, and more
1. General Questions
2. Products/Services Questions
3. Account Questions
4. Technical Questions
5. Contact Questions
1. General Questions
My clinic uses Vetcove, is PetScript on Vetcove?
Yes. PetScript compounds are listed on Vetcove. If you do not see the compound you are looking for, send us a message and we can add it for you.
How do I track my order?
Once your order has shipped, you will receive a tracking number via email. You can use this number to track your order on our website or on the carrier's website.
Can I cancel or modify my order?
We try to process orders as quickly as possible, but if you need to modify or cancel your order, please contact our customer service team at (866) 784-6915 as soon as possible.
Where does PetScript ship to?
PetScript is licensed in 49 states as well as the District of Columbia, Puerto Rico and the US Virgin Islands.
Please note that PetScript delivery is not available to the following states:
Alabama
2. Returns and Exchanges
Returns Policy
At PetScript Pharmacy, due to the nature of our compounded and prescription medications, all sales are final and we are unable to accept returns. This policy ensures the safety, quality, and integrity of the medications we dispense. If there’s an issue with your order — such as damage during shipping or receiving the wrong item — please contact us right away so we can make it right.
We stand behind the quality of our compounds and customer service. If you're not satisfied for any reason, our team will work with you to find a resolution, whether that’s a replacement or another solution depending on the situation. Your pet’s health is our top priority, and we’re committed to providing support every step of the way.
1. Products
How long does it take to get my order?
Most orders go out same day, making it to your doorstep within 2-3 business days.
There are three ways to place an order from PetScript:
Place an order online by logging into your PetScript account.
Send in your order by fax to 903-785-1357. Once we’ve processed your fax order, we’ll send a confirmation by email.
Call PetScript during our regular business hours and place your order with a Customer Care Specialist. Call 866-784-6915 Monday through Friday from 8:30 a.m. to 5:30 p.m. (Central Time).
How long does it take to get my order?
Most orders go out same day, making it to your doorstep within 2-3 business days.
I have questions, when is the best time to call PetScript?
We’d be happy to assist you with any inquiries during our normal business hours. We’re here Monday through Friday from 8:30 a.m. to 5:30 p.m. (Central Time).
What methods of shipping does PetScript use?
Standard shipping is typically two business days via USPS or FedEx.
We also offer the option expedited shipping. When medication sooner, please be sure to arrange next-day shipping when placing your order.
How do I track my package?
For each order, we will send shipping information to the email address on file including the tracking number. You can track your order by visiting the website of the carrier it was sent through. There you can enter your tracking number and get the most current transit status of your order.
Our Customer Care Specialists are also available to assist you with questions about package arrival. Call us during standard business hours at 866-784-6915.
What is the Beauty Insider Program?
The Beauty Insider Program is our free rewards program in the United States and Canada that lets you earn points on all your merchandise purchases and redeem those points for rewards ("Rewards").
How do I earn Beauty Insider points?
For every U.S. or Canadian dollar you spend (as applicable based on country of purchase) on Sephora merchandise online at www.sephora.com or www.sephora.ca, in Sephora retail stores, in Sephora at Kohl's stores (U.S. only), www.kohls.com, Instacart, Instagram Checkout, Facebook Checkout, and YouTube Shopping (Sephora merchandise only), Insiders, VIB and Rouge receive 1 Beauty Insider point when you provide or check out with the email address that is registered to your Beauty Insider account. We may offer bonus points events from time to time and in that circumstance the bonus points offer would apply. Separate terms and conditions will apply to each bonus points offer.
How do I achieve VIB Status?
To achieve Very Important Beauty Insider status, spend $350 in a calendar year on Sephora merchandise purchased online at www.sephora.com or www.sephora.ca, in Sephora retail stores, in Sephora at Kohl’s stores (U.S. only), www.kohls.com, Instacart, Instagram Checkout, Facebook Checkout, and YouTube Shopping. Visit the Terms and Conditions page to view full program rules.
Where can I go to find all of my Beauty Insider account information?
Your Beauty Insider page is your destination for everything Beauty Insider related. You can view your year-to-date activity and your current points balance, redeem points for Rewards and gifts and learn about your Beauty Insider benefits. To access this page, simply log in to your Beauty Insider account.
Account registration, sign in, password & linked accounts
Resetting Your Password
If you have forgotten your password, click the "Forgot password?" link on the Sign In screen. Enter your email address, and we will send you a link to reset your password.
Changing Your Login Email Address or Password
You can change your account email address and password on the Account Information page. All your email subscriptions and order confirmations will be sent to your new email address.
Viewing Your Linked Accounts
If you’ve linked your Beauty Insider and Kohl’s accounts on kohls.com you will be able to see your linked account status on the Account Information page. You can also unlink your Kohl’s account by clicking Unlink.
Order status & account in
Tracking an Order
For each order, we will send shipping information to the email address on file including the tracking number. You can track your order by visiting the website of the carrier it was sent through. There you can enter your tracking number and get the most current transit status of your order.
Our Customer Care Specialists are also available to assist you with questions about package arrival. Call us during standard business hours at 866-784-6915. Please estimate 1 - 3 business days from the time your order has shipped.
How do I create a PetScript account?
Click here to create your online account for easy ordering 24/7.
I am locked out of my account, what now?
Click here to reset your password. Or you can call us at 866-784-6915 and a PetScript representative will assist you.
How does PetScript ensure quality?
To ensure patient safety and the effectiveness of our preparations, we follow a quality assurance procedure based on regulations outlined by United States Pharmacopoeia Chapters and the State Board of Pharmacy.
PetScript’s standard operating procedure includes in-process quality-control checks, monitoring our facility equipment, testing, compounding-process verification, and ensuring that our staff receives the necessary training.
Does PetScript offer counseling?
Our Customer Care Specialists will assist you with any questions you may have about your compounded medication.
PetScript also has pharmacists available to provide confidential, professional guidance.
Additionally, we provide printable counseling materials according to specific medications.
Canceling or Modifying an Order
Before you place your order, you can view the contents and the total amount in your shopping basket.
Once your order is placed, it cannot be modified. If you would like to cancel your order, most orders can be canceled up to an hour after being placed. To check the status of an order, check the Order Details page.
Choosing a selection results in a full page refresh.
This content is intended for counseling purposes only. This content is informational/educational and is not intended to treat or diagnose any disease or patient. No claims are made as to the safety or efficacy of mentioned preparations. The compounded medications featured in this content have been prescribed and/or administered by prescribers who work with ProLab Pharmacy. You are encouraged to speak with your prescriber as to the appropriate use of any medication. ProLab Pharmacy’s compounded veterinary preparations are not intended for use in food and food-producing animals. All product and company names are trademarks™ or registered® trademarks of their respective holders. Use of them does not imply any affiliation with or endorsement by them..
