Updated 8/11/2020
1. What safeguards or additional measures has SmartPak taken to remain fully operational and protect customers and employees?
With Massachusetts’ emergency order, issued on 3/23/2020, to close non-essential workplaces for two weeks, we want to reassure our customers that SmartPak will remain open and operational – as long as permitted by law, regulation and for employee safety – to support your pet and animal needs.
In its emergency order, Massachusetts issued a list of designated businesses that provide essential services that are requested to continue operating their facilities. This list is based on federal guidance issued last week. SmartPak qualifies as an essential service of “animal agriculture workers to include those employed in veterinary health; manufacturing and the distribution of animal medical materials, animal vaccines, animal drugs, feed ingredients, feed and bedding…” and as such “….are urged to continue operations during this period of emergency…”
We will continue to follow national and local guidelines, in order to provide a safe and secure environment for our people and customers, alike. Our facilities continue operating with the highest of manufacturing standards and we have also implemented additional precautions including:
• Increased cleaning and sanitization utilizing CDC guidelines
• Requiring sick team members to stay home
• Limiting travel, reducing meetings and utilizing web-based meetings with outside vendors
• Practicing social distancing and asking many of our team members to work from home
• Working with our suppliers and vendors to ensure that we are well stocked and that they also have preparedness and safety measures in place so that you continue to have access to the products you need
• Continued monitoring of new developments with quick response and reaction so customers and employees remain safe and we continue to offer a world-class experience
In recognition of the tremendous dedication of operations employees who are essential to ensuring our customers receive the products they need, we have increased the hourly wage by $2.00 for hours that are worked onsite over the next 30 days. We thank our operations team, as we do all our employees, for their continued commitment and efforts.
2. Will your Natick, MA retail store remain open during this time?
After a brief hiatus to prepare and ensure compliance with COVID-19 best practices, we are pleased to announce that curbside pickup is available again at the SmartPak retail store. The store’s curbside hours have been updated to:
- Monday through Friday, 9AM to 5PM
- Saturday, 9AM to 1PM
- Sunday, Closed
To best serve our local customers, we request that you call ahead to check product availability and place your order at 508-651-0045. Please note that we are only accepting payment via credit card at this time to minimize health risks.
We will continue to follow national and local guidelines, which may result in sudden changes to hours or availability. We encourage customers to call or visit our SmartPak Retail Store Facebook page for the latest updates.
We look forward to when we are able to fully reopen the store, and thank you for your support as we strive to offer the safest and best experience possible while responding swiftly to an ever-changing situation. You can also place an order on SmartPak.com, or contact our Horse Health Experts at 1-800-461-8898.
3. When is my AutoShip order going to process and ship?
We have prioritized the processing and shipping of all AutoShip orders and are not currently experiencing delays. To review your next ship date, visit the AutoShip manager.
4. Am I at risk for COVID-19 from a package or products shipping from China, Italy or other impacted regions?
In general, because of poor survivability of these coronaviruses on surfaces, there is likely very low risk of spread from products or packaging that are shipped over a period of days or weeks at ambient temperatures. Coronaviruses are generally thought to be spread most often by respiratory droplets. Currently there is no evidence to support transmission of COVID-19 associated with imported goods and there have not been any cases of COVID-19 in the United States associated with imported goods. Information will be provided on the Coronavirus Disease 2019 (COVID-19) website as it becomes available.
From https://www.cdc.gov/coronavirus/2019-ncov/faq.html
Further, there is no evidence to support transmission of COVID-19 associated with imported goods, including food and drugs for humans and pets, and there have not been any cases of COVID-19 in the U.S. associated with imported goods.
From <https://www.fda.gov/news-events/press-announcements/fdas-actions-response-2019-novel-coronavirus-home-and-abroad>
5. Can COVID-19 spread through food, animal feed or supplements?
SmartPak is monitoring information published by government agencies, the National Animal Supplement Council and the American Feed Industry Association. To date the scientific consensus is that food or animal food has not been identified as a likely source of this disease.
SmartPak is following our existing Food Safety Plan, Good Manufacturing Practices as well as implementing increased facility cleaning and employee awareness of proper hygiene protocol. These steps are in line with recommendations shared by government regulators including the guidance distributed by the Washington State of Agriculture:
https://cms.agr.wa.gov/WSDAKentico/Documents/Pubs/826-COVID-19PreventionAnimalFeedFactSheet.pdf
From the USDA FAQs:
We are not aware of any reports at this time of human illnesses that suggest COVID-19 can be transmitted by food or food packaging. However, it is always important to follow good hygiene practices (i.e., wash hands and surfaces often, separate raw meat from other foods, cook to the right temperature, and refrigerate foods promptly) when handling or preparing foods.
From https://www.usda.gov/coronavirus
6. Coronavirus and companion animals-what you need to know
As horse owners ourselves we know how challenging it is to stay up to date on the latest information regarding coronavirus (COVID-19) and its impact on companion animal health. As part of your horse health team, we have put together a list of resources so that you can access the most recent news from trusted sources.
Additionally, we would suggest that anyone who becomes ill from COVID-19 reach out to their veterinarian for specific instructions on caring for their animal.
American Veterinary Medical Association (AVMA):
FAQs for Pet Owners
The AVMA is the nation’s leading advocate for the veterinary profession. Representing more than 95,000 members, we protect, promote and advance the needs of all veterinarians and those they serve.
Centers for Disease Control and Prevention (CDC):
COVID-19 and Animals
CDC works 24/7 to protect America from health, safety and security threats, both foreign and in the U.S. Whether diseases start at home or abroad, are chronic or acute, curable or preventable, human error or deliberate attack, CDC fights disease and supports communities and citizens to do the same.
World Health Organization (WHO):
Can I catch COVID-19 from my pet?
WHO’s primary role is to direct and coordinate international health within the United Nations system. Working with 194 Member States, across six regions, and from more than 150 offices, WHO staff are united in a shared commitment to achieve better health for everyone, everywhere.
U.S. Food & Drug Administration (FDA):
Coronavirus Disease 2019 (COVID-19)
The Food and Drug Administration is responsible for protecting the public health by ensuring the safety, efficacy, and security of human and veterinary drugs, biological products, and medical devices; and by ensuring the safety of our nation’s food supply, cosmetics, and products that emit radiation.
7. Can I make returns and/or exchanges at this time?
Yes! We are accepting returns and exchanges as normal. However, due to upholding COVID-19 safety measures and CDC guidelines in our warehouse, we are experiencing a delay in processing. For the most up-to-date expected processing time, please visit our Returns Information Center. We are working diligently to process returns and exchanges as quickly as possible while ensuring the safety of our customers and staff, and thank you for your patience.
8. Questions? Our experts are available
Call us at 1-800-461-8898
To email, live chat or text with us, visit our contact us page
I was very disappointed when your company sent 3 months supply for our horse in NJ. My daughter spoke over the phone with customer service but nothing was resolved. Our options were to just except the order but we would always have 2 months supply on hand as the next months order would be sent. Next option was to cancel the order therefore leaving the colic care program which the horse has been in for at least 6 years and restarting after using the excess supply. We wanted to send it back but customer service refused. We have been purchasing Smart Paks for 2 horses for 6 years, so feel that the company does not really value customer loyalty. Horses are at different barns in different states under daughters name. The option we decided was to cancel one horses order as why would I want excess product sitting around. I just feel really bummed out about your service. Also I do not see a need to push all clients orders ahead due to a virus. I think the client should have an option to choose to send early or stay on the current schedule.
I agree with Gail. I also do not see the need to push orders ahead because of the virus. Could cause alot of excess supplements,much like hoarding which I hate,that won’t be used before expiration date.
Hi Jackie, thank you for your feedback. At this time we’re only sending your next autoship order a few days early to ensure everyone’s regular cycle of receiving their supplements is not disrupted. That said, if you’d like to adjust your shipping date to stay at its normal time please don’t hesitate to call us directly at 1-800-461-8898. Our phone lines are open at any time and we’d be happy to help make any changes to ensure you only have the amount you want on hand. In the meantime we have shared your thoughts with our leadership teams here, thank you again for reaching out.
-SmartPaker Jenna
Hi Gail, thank you for your time and your feedback, and we apologize for any inconvenience! Our current shipping and processing update has only changed so that SmartPaks ship out a few days ahead of schedule- to ensure no one runs out if there are delays en route. If you have ended up with a three-month supply on hand, it sounds like there may be other issues we can look into for you, and again, I’m very sorry for any trouble this may have caused. I’d like to see how we can resolve this for you, so please feel free to email me directly at CustomerCare@SmartPak.com. If you add “Attention Jenna” to the start of your email, it will be sure to get to me.
I’m looking forward to hearing from you and being of further assistance.
-SmartPaker Jenna
How will this affect billing? I have no extra money to have payments taken out early. I could end up in overdraft if I get charged by two auto pay situations are the same time.
Thank you for your reply and your feedback, Brenda! If it’s best for your orders to stay on their current billing and shipping pattern please give us a call at 1-800-461-8898 and we’ll be happy to ensure that happens. We want to be as helpful as possible during these challenging times, and our phone lines are open around the clock to help make adjustments to orders and answer questions. We have shared your feedback with our leadership teams here in the meantime, and we appreciate your time.
-SmartPaker Jenna
Will customers receive notice before being billed early?
Hi Amanda, thanks for reaching out! We are sending our reminder emails earlier to help keep everyone updated on their shipping dates, and if you’d like to make any changes to your billing and shipping schedule you can still do so online or by calling our Customer Care Team at 1-800-461-8898. -SmartPaker Jenna
My payment was taken out early. I did get an email but then the very next day the money was taken out. I was unprepared for that payment to be taken out so soon. I’m currently laid off of my job due to Covid 19 and I am not able to budget with only a day notice.
Hi Amy, thank you for reaching out and we’re very sorry for the trouble! Please call us directly at 1-800-461-8898 if we can be of any help. We’re here to assist however we can during these challenging times. -SmartPaker Jenna
I received a notice that my supplements were on the way. I don’t recall receiving a notice saying when they would be mailed out, giving me a chance to change the shipment date. My horse doesn’t eat the supplements for a stretch of time, so I need to extend the shipment dates. I haven’t opened my last shipment yet. I’m going to go to my account site and attempt to push the next shipment back. I hope I’m able to do this.
Hi Debi, for reaching out and our apologies for any inconvenience! If you can, please call us directly at 1-800-461-8898 and we’ll be happy to see how we can assist with your orders. -SmartPaker Jenna
Is there any update to your shipping delays? My orders that I placed on the 6th, one for dewormer, now just show delayed, with no expected arrival date any more. But my credit card has already been charged.
Hi Katie, thank you for reaching out and our apologies for any trouble with your order! For assistance please call our Customer Care Team directly at 1-800-461-8898 and we’ll be happy to look into this further. -SmartPaker Jenna
My order placed on the 6th was due to arrive on the 13th but hasn’t come. I see from tracking that it hasn’t shipped yet and is delayed. When can I expect it to arrive?
Hi Ginny, thanks for reaching out and our apologies for the delay with your order! For your security and safety, please call our Customer Care Team directly at 1-800-461-8898 so we can verify your account and help find that order. We’ll look forward to hearing from you! – SmartPaker Jenna
Jessica thein
I am very disappointed that your company has decided to mandate the vaccine for your remote employees. This is a ridiculous. I am not interested in supporting a company that is this illogical in their policies.