FAQs
1. If you had to sum up what you do, what would that be?
We are a fully licensed pharmacy specializing in the sale of veterinary prescription pharmaceuticals, OTC products and veterinary diets online for home delivery. We partner with veterinary clinics and practices of all sizes to expand their product offerings while offering their clients with whom a valid veterinarian-client-patient-relationship exists another trusted choice to purchase their pet’s medications.
We design and host a practice branded online pharmacy linked to your current website. Your clients create profiles at their leisure and order the products you recommend. We'll notify you when an order is placed and you can either approve or decline the prescription order as appropriate. If approved, we'll process the order and ship it directly to your clients home.
We only sell products direct from the manufacturers utilizing a DSCSA compliant supply chain. We are routinely inspected for compliance with all state laws and regulations. We are proud to be a Dot Pharmacy NABP healthcare certified merchant in addition to being HIPPA, SSL and PCI compliant
2. What are the requirements for veterinarians?
Veterinarians approving electronic prescriptions through Exclusivet (Ourpetsrx) are required to be fully licensed and in good standing with the Veterinary Medical Board in the state in which they practice. Exclusivet will register the veterinarian’s license number and expiration date on our site with an invalidation mechanism should the license expire without renewal. A veterinarian client patient relationship is required, and we consider a VCPR present when all the following requirements are met:
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The veterinarian has assumed the responsibility for making clinical judgments regarding the health of the patient and the client has agreed to follow the veterinarians' instructions.
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The veterinarian has sufficient knowledge of the patient to initiate at least a general or preliminary diagnosis of the medical condition of the patient. This means that the veterinarian is personally acquainted with the keeping and care of the patient by virtue of a timely examination of the patient by the veterinarian, or medically appropriate and timely visits by the veterinarian to the operation where the patient is managed.
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The veterinarian is readily available for follow-up evaluation or has arranged for the following: veterinary emergency coverage, and continuing care and treatment.
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The veterinarian provides oversight of treatment, compliance, and outcome.
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Patient records are maintained.
3. Are my customers obligated to use my pharmacy?
Customers have the right to use the pharmacy of their choice for any prescription and are not obligated to utilize Exclusivet. Prescription transfers are available upon request by the legal prescription pet owner. We will never sell your data and only require demographic and patient information as required for a legitimate prescription and processing of your order.
Viewing the site
1. Do you have a demo site or a way to view what my pharmacy can look like?
Yes, you can click this URL and be taken to our demo site with a sandbox mode. Feel free to click around and get an idea of what the user experience is like!
Do you have any tutorials on how to use the site?
Certainly. please scroll to the bottom of the page to view. Keep in mind, our site was designed to be as user friendly as possible so after a couple of minutes you should feel pretty comfortable with the functions.
Placing an order
1. How do my customers or staff access the website?
You are able to access the site a couple of ways. We can link the pharmacy to your practice website by providing your web host with our URL. The site can also be accessed by typing in www.ourpetsrx.com.
2. Do customer's have to create profiles?
Yes, a customer profile with a unique login and password is required. You are able to give your customers access to the pharmacy via a link from your clinic website or by going to "www.ourpetsrx.com". Customer's are required to enter their shipping address, credit card information and pet information.
3. How do my customer's place orders?
We make it easy to place an order. Simply type in the name of the product desired, select the correct dosage and complete the checkout process just like you would at any other website. We also have quick links to search a product by category.
4. Do I get notified when an order is placed?
Yes, you will be notified by email when an order is placed. If it is a prescription product, you will have the ability to click the login link to approve these medications at your convenience.
5. Do we have to enter orders for our customers?
We encourage customers to make their own profiles and place their own orders. You are always able to place orders on their behalf if that process works better for your clinic.
6. Do we have to fax anything?
No, everything is done electronically which simplifies and expedites the process immensely.
7. How quickly are orders processed?
Once you approve an order, we are notified immediately. Most orders will process and ship within 24 hours Monday through Friday. Anything not in stock at our regular pharmacy can usually be obtained from our warehouse within a day or two. Pet food items are shipped directly from their warehouses and dependent on their stock levels, but usually ship within 2-4 days. Wedgewood compounding items ship directly from Wedgewood and take between 1-10 days depending upon the item.
8. How fast is your shipping to my clients?
We ship most items via USPS Ground Advantage which averages 2 day transit times to most of your clients. We can also ship via UPS or overnight if requested.
9. Once a customer places an order, how am I notified?
You will get an email letting you know you have a pending prescription at the time of ordering and a reminder each day until the pending prescription is reviewed. Many clinics find it useful to log into the system each day or every other day to review their pending orders. If the product your customer orders is a non-rx OTC, you will be notified of a purchase through email as well. Or course you can always view any order past or present from the "orders" tab on your dropdown box.
10. Can I change a prescription once it has been approved?
Yes, so long as the prescription order has not been processed by the pharmacy it can be modified. If the pharmacist has already verified the order but has not shipped the product yet, you can contact us at support@exclusivet.com or by phone to cancel or modify the script.
11. Do you carry Hills or Royal Canin pet foods?
Unfortunately not at this time. We're happy to explore that possibility in the future however.
12. Does your software integrate into our practice software (Ezyvet, ect)?
The Victor Medical website is integrated with Ezyvet however, that function is not available currently for the pharmacy. We do make it easy to login and approve scripts directly from our site. This process usually only take minutes a day.
Website operation
1. Do I get to put my logo on the site?
Yes, we are able to place your practice logo in the upper left hand corner of the landing page. Additionally, we are able to brand your pharmacy with a banner logo (3:1 ratio) in place of our stock photos
2. Is the landing page customizable?
Yes, you are able to choose which products you promote on the landing page. We have several stock photos to choose from. We can also remove some sections if desired as well.
3. Do I get to choose which products to carry?
Yes, you can choose to carry our entire catalog of thousands of products, sizes and strengths or simply pare it down to a handful of products you specialize in. The choice is yours and you can update at anytime.
4. What kind of reports do I have access to?
We make it easy to know how your pharmacy is doing at anytime. You have access to reports that show how much both your practice and customers paid for an item broken down by product cost, shipping costs and taxes. You'll also see how much profit you made for each sale over any time period you choose. Having access to this information in near real time allows you to modify your markups, products and sales strategy more efficiently.
Financial
1. What kind of markup on products do I make?
The site allows you to employ any markup you choose. You can markup the entire catalog at a certain percentage, or choose to markup categories at different percentages. We even allow individual medications to be marked up at different rates. For example, you can markup compounding options at 100%, flea and tick products at 50%, prescription medication at 75% and price match the other major online pharmacies for Vetmedin and Nexgard. Most clinics choose to price match most items to be competitive on price, but the choice is always yours.
2. What kind of markup do you employ and how do you make your money?
We believe in being a fair partner with veterinary practices. As such, we don't take a certain percentage across the board. We take as little as 1% for certain products and a higher percentage for others but our philosophy is that your clinic should profit from each sale. We strive for you to make at least 10% on every item sold and an overall profit margin of 20-40% or more. Of course, your profit margins will vary depending upon the markups you employ and products you decide to sell. Based on market factors some items are sold from the manufacturer with very little profit potential but we carefully watch the market and adjust costs as needed.
3. How do I get paid?
We assist you with setting up a merchant account through which all pharmacy sales will be processed. Your practice collects 100% of each sale (minus bank transaction fees around 3% depending upon market forces) and we withdraw the base price of the products at the end of the week leaving you with the profit. Monthly gateways fees can run $25 per month
4. Tell me more about setting up a merchant account
Sure, but first, know we are committed to doing things the right way by working within the regulations set forth by the state boards. This includes financial transactions. As such, each transaction through the pharmacy is between you and your customers. We help facilitate these transactions by processing each order through a virtual terminal you set up through your merchant provider. We make this as easy as possible for you by partnering with merchant provider (Host Merchant Services, Moolah Merchant Services or Authorize.net) who will set you up with a new merchant account quickly and easily. This will link the bank account of your choice to our system through an API. Each night all transactions processed that day will be deposited into your account.
5. Is my data protected? How secure is the site?
We take security seriously. No credit card information is kept on our servers. We utilize a third party encryption service to protect our information off site. In addition we protect health information in accordance with HIPPA. We are in the process of obtaining NABP Healthcare Merchant certification as an authentic online pharmacy.
6. Are there any contracts, setup fees or cancellation fees?
No, we don't believe in extra fees or locking you into a contract. We only change a $20 monthly fee for our services. The only other fees are those assessed by the merchant provider and gateway you choose as detailed above. Roughly 3% of each sale, 0.30 transaction fees, Authorize.net monthly gateway fee of $25.
7. What kind of paperwork is required to start?
We send you a Docusign with some standard forms to complete
1. Privacy Agreement
2. Partnership contract terms (no commitment, cancel anytime)
3. ACH bank account form
4. Resellers certificate
Returns and refunds
How do product returns and refunds work?
Returns for items purchased through the site are governed by your practice's return policy. All refunds must be pre-approved by your practice.
At your discretion and according to your policies you may offer to void, reverse or refund any transaction, offer in house credit, or exchange the item. Items must have been purchased within the last 30 days and be in new and unused condition and in their original packaging. Additionally, only non-prescription products are eligible for return. Unfortunately, rx prescription products are not returnable by rule. Prescription items must be disposed of according to your local jurisdiction.
Ourpetsrx may help facilitate returns through the following mechanisms:
a. Determining which items are refundable based on type of product (rx vs OTC), condition, purchase date, ect.
b. Provide a return label or shipping container.
c. Receive the returned product, inspect or destroy based on circumstances.
d. Contact either party to verify compliance, completion or conduct a follow up.
How do you communicate the return process to our customers?
Here is a sample of the instructions we communicate to clients:
If your practice approves a return, please contact us at support@exclusivet.com. We will provide instructions on how and where to send the item.
1. Please provide the date of purchase, order number, and reason for return
2. A return label will be provided through email, please print and affix to your return package.
3. If your return is the result of a dispensing error or defective item, a replacement product will be shipped to your address on file ASAP.
4. If the return is the result of a customer mistake in ordering or change of preference, customers are subject to the cost of shipping the product back to the pharmacy. If the return is the result of a dispensing error or product defect, a return label will be issued at no charge.
5. Purina pet food or supplements are not returnable, please donate locally.
6. Refrigerated or temperature sensitive items shipped in temperature-controlled packaging are not returnable
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