Last updated: September 17, 2026
Orders and Payment
What payment methods do you accept?
We accept Visa, MasterCard, and PayPal. All transactions are processed in U.S. dollars (USD) through a secure SSL encrypted connection.
How do I place an order?
Add items to your cart, proceed to checkout, enter your shipping information, select your payment method, and confirm your order. You do not need to create an account to place an order.
Will I be charged sales tax?
No. We do not calculate or collect sales tax on our website. The amount shown at checkout is the total you pay.
Can I change or cancel my order after placing it?
If your order has not yet shipped, contact us at info@proplanvetdirectmall.com or call +1 682-330-2899. Once an order has been dispatched, it cannot be cancelled, but you may return it under our Return & Refund Policy.
Shipping and Delivery
Where do you ship?
We ship only to the 48 contiguous United States. We do not deliver to Alaska, Hawaii, Puerto Rico, other U.S. territories, P.O. boxes, APO/FPO addresses, or international destinations.
How much does shipping cost?
Standard shipping is free for all orders within the 48 contiguous U.S. states. There is no minimum order value required.
How long will my order take to arrive?
| Stage | Timeframe |
|---|---|
| Order cut-off | 2:00 PM CT |
| Processing time | 1–2 business days |
| Carrier transit time | 3–5 business days |
| Total estimated delivery | 4–7 business days |
Carrier transit time is an estimate, not a guaranteed delivery date.
How do I track my order?
Once your order ships, we send a shipping confirmation email with a tracking number and a link to follow your shipment. If tracking has not updated within 3 business days, contact us.
Returns and Refunds
What is your return policy?
You may return eligible items within 30 calendar days of delivery. Items must be unused and in original packaging. Return shipping is free, and there are no restocking fees.
How do I start a return?
Email info@proplanvetdirectmall.com with your order number. We will confirm eligibility and send a prepaid return label by email. Pack the item in its original packaging, attach the label, and drop it off with the carrier indicated.
How long does a refund take?
Once your return arrives, we inspect it within 1–2 business days. Approved refunds are issued to your original payment method and may take an additional 7–10 business days to appear on your statement.
Can I exchange an item?
We do not process direct exchanges. Return the original item for a refund and place a new order for the item you want.
Product and Order Issues
What if my order arrives damaged or I receive the wrong item?
Contact us within 30 calendar days of delivery. We will arrange a replacement or refund at no cost to you.
How do I contact customer service?
Email: info@proplanvetdirectmall.com
Phone: +1 682-330-2899
Hours: Monday–Friday, 9:00 AM–6:00 PM CT
You can also use the contact form at the bottom of our Contact Us page. We typically respond within one business day during service hours.