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Frequently Asked Questions:
| What locations does Holistic Pet Source deliver to? We have routes established for our delivery trucks throughout Tennessee, Kentucky, Alabama, North Carolina, South Carolina and Georgia. We can ship our products to any location within the states mentioned, in addition to Mississippi and Arkansas. If your location is in a state not mentioned, we may be able to set up a special shipping arrangement with you. However, we will likely be limited to what brands we are allowed to sell when shipping outside of our normal distribution area. |
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| How much is the delivery fee per order? The delivery fee will vary depending on how far away your location is from Nashville and far away it is from a major highway. Keep in mind that we are open to making special shipping arrangements for your location. Some examples of cities with their corresponding delivery fees are listed below: Nashville, Gallatin, Hermitage, Hendersonville, Goodlettsville, White House, Antioch, Franklin, Springhill, and Brentwood TN: $9 Clarksville TN: $15 Murfreesboro and Chattanooga TN: $17 Knoxville and Tri-Cities TN: $17 Cookeville and Loudon TN: $17 NC: $20 KY and AL: $17 GA, SC, MS, and AR: $20 |
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| Is there a minimum amount I have to buy with each order? Yes. In order for the delivery fees to remain at a low cost, every customer has a minimum order requirement per shipment. For instance, a store in Nashville has to buy products that add up to at least $400 to get those products delivered to that location. An exception to this rule are "add-on" orders that we can process if the truck for that delivery has not yet been loaded when that add-on order arrives. This is an convenience we provide to our customers that have found that they need additional items after their original order has been submitted. This service saves that customer from having to pay an additional delivery charge for their additional order. If your order has already left on a truck and you need more products, you will have to meet your minimum order requirement again in order to get that additional delivery at your quoted delivery cost. If the minimum order requirement is not met, we can still deliver to you, but at a higher delivery fee. Please contact us for arrangements should you need an emergency shipment made. Listed below are some of the locations we deliver to, along with corresponding minimum order requirements: Nashville, Gallatin, Hermitage, Hendersonville, Goodlettsville, White House, Antioch, Franklin, Springhill, and Brentwood TN: $400 minimum purchase Clarksville, Murfreesboro, Loudon, Chattanooga, Knoxville, and Tri-Cities TN: $400 minimum purchase NC: $500 minimum SC, KY, MS, AL, GA, and AR: $500 minimum purchase |
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| When can I expect my delivery to arrive? Every area has an assigned day that a truck is scheduled to arrive at location. Some areas are able to receive delivery weekly, while others have a bi-weekly schedule. Please contact Customer Service for specific delivery dates. |
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| By what date and time do I need to place an order so I can get ensure that the order will arrive on time? We request that you have your order submitted at noon 2 business days prior to the delivery truck for your area leaving our distribution warehouse. For example, if your location is in Chattanooga, the truck for this city leaves every other Friday from our warehouse. We request that orders be submitted by 12 o'clock noon the previous Wednesday. And for a Nashville order, the truck leaves every Tuesday, so we request that you have your order in by noon the previous Friday. Again, we will be able to accommodate add-on orders if the truck for your delivery has not yet been loaded. The exception to this rule are the stores in Nashville that receive their deliveries by Tuesday, many of whom don't know how much of an item to order until the weekend sales are complete. We allow the orders for these stores to come in by 8 o'clock a.m. Monday. Having all orders on hand in a timely manner is crucial to us as in allowing us to pack them accurately, timely and efficiently and be able to service all of our customers well. Thank you for your understanding. |
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| I am a new customer. How can I set up an account and what information will I need to provide for this? We create customer accounts over the phone. If you are a store, a breeder, or a kennel please call us at (615) 254-9721 and we will be happy to set up an account with you. Please have the following information ready: Address, Phone, and E-mail. Once we have this information, we will email you an application to fill out and fax back to us. Our fax number is (615) 254-9724. We do not sell to the general public. |
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| How do I place an order online? Once you have an account set up with us, you then sign in using your username and password. Navigate to the products you wish to see or buy via the menu at the left hand side of our website. If you are logged in, you will be able to view our prices. Enter in the quantity that you wish to purchase and click "Add to Cart". Continue until you have all the items listed in your cart that you want to purchase. Click "CheckOut". You will be directed to a page where you can then review your order and may also add a memo in case you wish to add brochures or samples to your order. Make sure all the information is correct and click "Place Your Order". You will receive a confirmation email that you can print for your records. |
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| How do I place an order over the phone or fax? To place an order with us over the phone simply call us at (615) 254-9721 and we will be happy to help you. Or, send in an order by fax, (615) 254-9724. Please provide your name, number, store name, and a list of products you wish to order (with product description and weight), along with the quantity of each product. Be as descriptive as possible of the products, samples, and brochures that you want. |
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| How long can I say inactive while signed in before the security feature logs me off? In order to make transactions on our website secure, there is a feature enabled that logs off a customer if they have been inactive for one hour. This security feature completely logs you off if inactive for an hour and your cart information will be lost. To keep the security log off feature from kicking in, we recommend that you put in your order all at once and not take long breaks in between putting items into your cart. |
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| I cannot add certain items to my cart or submit an order. This is a known issue that can occur with older browsers or browsers that don't support the ordering software that we use. Please make sure you are using the newest version of either Internet Explorer or Mozilla Firefox. Call us at (615) 254-9721 or email us at orders@holisticpetsource.com if the problem persists. |
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| How can I verify that my order has been submitted successfully? Once you place an order online, an order confirmation page will display with details of your order. You will also get a confirmation email with each order that has been submitted successfully. The last line of your order confirmation should say that the shipping is "To Be Determined". This line is displayed because shipping costs will vary with each customer and will also depend on whether or not the order is above your order minimum. |
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| What is Holistic Pet Source's return policy? Our return policy is as follows: All returns are subject to approval. All products returned must be within 6 months of its labeled expiration date. Products must be free of price tags or any labels that aren't part of the original packaging. We cannot accept any products that have been opened, marked, or otherwise damaged. If the product is like new and it meets these qualifications, we can accept it. However, there will be a restocking fee equal to 20% of the product's purchace price. We will take full responsibility of any expenses that have incurred as a result of any fault of our own when delivered by our truck, provided that the mistake has been documented on the delivery's Bill of Lading, our driver signed it, and the driver's copy and your copy match. If your order was shipped by common carrier, the requirements of the Shipping Claims Policy must be met. An example of proper documentation of damaged/missing products on a Bill of Lading can be found HERE. If there is a product missing, or you receive an incorrect or damaged product, give us a call at (615) 254-9721 to begin the process of processing your claim. Reimbursement will be in the form of a replacement of the product(s) with delivery charges at our expense, or in specific cases a credit to your account. Please be aware that we cannot be held responsible for a product expiring when it was delivered at a fresh date and reached its expiration date on your shelf. |
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