Customer Service

SHIPPING AND DELIVERY POLICY

Shipping Method

Once the item leaves our warehouse, the product purchased and the Shipping Method you choose on the Checkout page determines how quickly your order delivers to your practice. While Aratana works hard to ship every order as quickly as possible, there are times when we might be unable to fulfill the order due to low product availability. In these rare cases, we will notify you by email of the new shipment and delivery times.

Items will deliver to the shipping address you identified during your initial account set-up. If you wish to add, delete, or revise a shipping address, please contact customer service at 844-ARATANA (272-8262) or email customerservice@aratana.com.

Shipping Methods / Delivery:

  • Next Day Shipping (Order Processed before 3:00pm EST) → Delivers within 1 business day
  • Next Day Shipping (Order Processed after 3:00pm EST) → Delivers within 2 business days
  • Saturday Delivery Surcharge → Delivers on Saturday when “Next Day Air-Saturday Delivery” is selected
    (Note: Customer accepts full responsibility for receiving Saturday Delivery shipments. Aratana cannot issue credit for failed Saturday deliveries that result from the non-availability of Customer personnel to receive the shipment.)

No orders will ship on Saturday or Sunday. Thursday orders received after 3:00pm EST and all Friday orders will be shipped on Monday and will be delivered on Tuesday. Cold storage products cannot be in transit over 48 hours.

Shipping Charges

If your order totals $250 or more, exclusive of shipping fees and sales tax, you will receive free “Next Day Saver shipping” in the United States. The additional cost for expedited shipping and/or Saturday delivery is calculated and displayed on the Checkout page before you complete your order.

Loss or damage that occurs during shipping by a carrier selected by Aratana is Aratana’s responsibility.

Storage Upon Delivery

Product must always be stored according to the label directions. Product that is shipped cold to your practice must be refrigerated immediately upon receipt and stored as directed.

VETERINARY CUSTOMERS RETURN GOODS POLICY

This Return Goods Policy (“Policy”) applies to products which are marketed and sold by Aratana Therapeutics, Inc. and/or its subsidiaries or affiliates (“Aratana”) to authorized customers and wholesale distributors (“Buyer”). Customers who purchase indirectly through a wholesale distributor must look to their distributors’ policies for the terms of any replacements, credits or returns.

The Policy does not apply to products purchased from sources outside the United States and its Territories.

  1. RETURNABLE PRODUCTS 
    Aratana may accept the following authorized or expired products for return or replacement, as applicable, provided that all terms and conditions below (see also Sections II and III) are met:
    1. AUTHORIZED PRODUCTS:
      • CLAIMS FOR LOSS OR DAMAGE IN SHIPMENT:
        • Claims for loss, shortage, breakage, leakage or other damage occurring in transit must be made to Aratana within forty-eight (48) hours of the date of receipt and noted to the carrier on the receiving document. Damaged material should be left in original cartons for inspection. For such claims, the replacement/return alternatives for Buyer are:
          1. Replacement of the product using same shipping method as original shipment; or
          2. A credit memo, effective for one (1) year from the date of issue, for the full amount of the price on the original invoice less any applicable price discounts. A credit memo will be issued if the Buyer is current on payments and the product is accepted by Aratana for reimbursement.
      • CLAIMS FOR DEFECTIVE PRODUCT:
        • Examples of defective product include, but is not limited to: Unlabeled bottles, Labeled bottles lacking product lot number and/or expiry date, Partially filled or empty bottles, Broken or damaged tablets, Leaking, Missing components (for example package insert, syringe)
        • Claims for products that are defective must be made to Aratana as soon as discovered. For such claims, please contact Aratana Pharmacovigilance (1-844-640-5500) to arrange the return of the defective product. After product is returned, alternatives for the the Buyer are:
          1. Aratana will immediately replace the defective product using same shipping method as original shipment; or
          2. A credit memo, effective for one (1) year from the date of issue, for the full amount of the price on the original invoice less any applicable price discounts. A credit memo will be issued if the Buyer is current on payments and the product is accepted by Aratana for reimbursement.
      • CLAIMS FOR INCORRECT SHIPMENTS:
        • Claims for incorrect quantities received on a purchase must be made to Aratana within forty-eight (48) hours of product receipt. For such claims, the replacement/return alternatives for the Buyer are:
          1. Receive credit for any quantities incorrectly filled and billed causing an order overage. Product must be shipped back unopened and in original packing to Aratana; or
          2. Aratana will replace the incorrectly shipped product using the same shipping method as original shipment.
            3. If the quantity received is greater or less than the order quantity, please contact Aratana Customer Service (1-844-272-8262) within 48 hours of receipt.
    2. EXPIRED PRODUCTS:
      • Product should not be used or destroyed by the Buyer after the expiration date printed on the product label.
      • Aratana may accept product for exchange at Aratana’s sole discretion, up to six (6) months after the expiration date. No exchange will be allowed following the six (6) months after the expiration date. The Buyer for the expired product may receive immediate replacement of the product, free of charge, using standard product shipping. Partial or opened packages will not be considered for exchange.
      • If product is beyond the 6 months post expiration, please call Aratana Customer Service (1-844-272-8262) for disposal and shipping instructions.
  2. TERMS AND CONDITIONS OF RETURN OR REPLACEMENT
    • Aratana reserves the sole right to determine whether products qualify for return, credit or exchange.
    • Products eligible for return must be unused, and in the original packaging and must meet all criteria for the applicable product. The determination of the condition and count of any return products is within Aratana’s sole discretion.
    • Prior to any return of defective, damaged or outdated products, the Buyer must either:
      1. complete a return request at shop.aratana.com or
      2. call Aratana Customer Service (1-844-272-8262) or
      3. email Aratana Customer Service (customerservice@aratana.com)
      and during the call or email, must request such return and provide information from the original purchase order(s) or invoice(s) with the product name, and quantity being returned. Following receipt, review and approval of a request to return defective products, Aratana will provide a written Return Merchandise Authorization ("RMA") and instructions for the return of the product. RMAs are effective for thirty (30) days from the date of issuance. Return requests received without the documentation referenced above will not be honored.
    • Damaged merchandise must be accompanied by a signed receipt from the delivery service containing a description of all damage.
    • All products identified for return should be sent directly to the address indicated on the RMA for proper destruction.
    • Aratana sales representatives may provide information about the Policy, but they are not permitted to pick up merchandise for return.
    • Aratana will not accept returns from third-party purchasers or end users, either directly from the third party purchaser or end user or indirectly from the wholesaler.
    • Aratana will not accept returns on product sold, purchased, distributed, prescribed or stored contrary to federal, state or local laws.
    • Freight charges and instructions associated with returned product will be specified on the RMA form.
    • All returns must meet product specification requirements.
    • THIS POLICY IS SUBJECT TO CHANGE AT ANY TIME AT THE SOLE DISCRETION OF ARATANA WITHOUT PRIOR NOTIFICATION.
  3. NON-RETURNABLE PRODUCTS:(Aratana will not accept the following products for credit on non- returnable products)
    • Products which are not authorized or are expired (as described above).
    • Products which do not comply with the terms and conditions of return.
    • Products which are unlabeled or partially labeled, or lack legible lot numbers or expiration dates.
    • Products which were damaged by improper storage or by force majeure.
    • Products which have been repackaged or relabeled.
    • Products which were sold on non-returnable terms.
    • Products which are samples, donations, or provided at no charge are not eligible for credit.

For RMAs or for more information concerning Aratana’s Veterinary Customers Return Goods Policy, please contact Customer Service at 1-844-272-8262. Please check the website frequently for the latest Policy and applicable information.

TERMS AND CONDITIONS OF SALE

ARATANA THERAPEUTICS, INC.
UNITED STATES STANDARD TERMS AND CONDITIONS OF SALE

ACCEPTANCE: By using the commercial website of Aratana Therapeutics, Inc. (“Aratana”) located at shop.aratana.com (the “Website”) or by purchasing products from Aratana, you agree to the following terms and conditions of sale (the “Terms and Conditions”).

GENERAL: These Terms and Conditions, including the associated policies and terms expressly referenced herein, exclusively govern the sale of products approved for distribution in the US and each of its territories, commonwealths and possessions (“Products”) sold by Aratana to you, the buyer. No addition or modification of these Terms and Conditions will be binding on Aratana unless agreed to in writing signed by an authorized representative of Aratana. Acceptance by Aratana of buyer’s purchase order(s) for Products is expressly conditioned on buyer’s agreement to all of the Terms and Conditions contained herein. All orders are subject to acceptance by Aratana. The terms “you” and “buyer” as used hereunder means collectively the individual opening the account with Aratana or directly using the Website or purchasing Products along with the licensed veterinarian for which products are being purchased (if different) as well as the entity representing the practice of such veterinarian (if applicable).

VETERINARIAN: You certify, represent and warrant to Aratana that:
(a) either you are a state licensed veterinarian in the US or you are purchasing the Products for a state licensed US veterinarian in your practice,
(b) you have a completed credit application filed with Aratana for yourself or on behalf of such veterinarian,
(c) the information you provided in such credit application and in connection with your registration for an account with Aratana is current, accurate and complete,
(d) you submitted to Aratana true and accurate copies of your (or such veterinarian’s) current veterinary license which is in good standing and not expired, revoked or suspended, and
(e) if you are purchasing Products on behalf of a licensed veterinarian (or an entity representing such veterinarian’s practice) or otherwise entering into these Terms and Conditions on a veterinarian’s (or such practice entity’s) behalf, that you have the full right and authority to do so and to bind such veterinarian (and such entity) to these Terms and Conditions.

VETERINARIAN SALES POLICY: Aratana sells only to licensed veterinarians engaged in a valid Veterinarian-Client-Patient-Relationship (VCPR) as defined in the Principles of Veterinary Medical Ethics of the AVMA.

WEBSITE ACCESS: Aratana hereby grants you limited permission to use the Website pursuant to these Terms and Conditions and subject to Aratana’s general Terms of Use (found at the bottom of www.aratana.com), provided that you use the Website for your own business use, you qualify to do business with Aratana because you have an account with Aratana and you use the Website solely for the use and benefit of your own business (and not for the benefit of any third party) under the name and the location of the account listed with Aratana. You will not alter or modify the Website other than what is reasonably necessary for you to use the Website for its intended purpose. Your right to access the Website is protected by a user name and password and is personal to you and your business as listed on your account with Aratana. You may not share or give your account information, user name or password to any other person without Aratana’s permission. You are solely responsible for the activity that occurs on your account, and you must keep your password secure. If you share your account, Aratana has the right to immediately suspend or terminate your account. You must notify Aratana immediately when you learn of any breach of security or unauthorized use of your account.

WARRANTY AND LIMITATION OF LIABILITY:
Aratana represents and warrants that at the time of shipment the Products shall meet the Aratana specifications set forth in the labeling of the products. The foregoing warranty shall be void if the Products have been misused, neglected, improperly handled, altered, abused or used for any purpose other than the one for which they were manufactured or if the Products’ failure to conform to the foregoing warranty was due in whole or in part to other conditions beyond the control of Aratana. THE WARRANTY SET FORTH IN THIS PARAGRAPH IS EXCLUSIVE REGARDING THE PRODUCTS AND IN LIEU OF ALL OTHER WARRANTIES EXPRESS, IMPLIED OR STATUTORY, INCLUDING ANY IMPLIED WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. ALL OTHER WARRANTIES WHETHER EXPRESS OR IMPLIED BY STATUTES OR OTHERWISE ARE HEREBY EXPRESSLY DISCLAIMED.
Aratana’s sole liability (and your sole and exclusive remedy) in connection with the Products and the supply thereof (including without limitation for breach of the warranty described above) shall be limited to the replacement of such Products or the credit of the purchase price for such Products at Aratana’s discretion, as per the Return Goods Policy – shop.aratana.com/pages/customer-service. You assume all risk as to the use of the Products. YOU AGREE THAT ARATANA IS NOT AND WILL NOT BE RESPONSIBLE OR LIABLE FOR ANY INDIRECT, CONSEQUENTIAL, SPECIAL, INCIDENTAL, PUNITIVE OR BUSINESS DAMAGES (INCLUDING WITHOUT LIMITATION, LOSS OF PROFIT OR USE), WHICH MAY BE SUFFERED AS A RESULT OF ARATANA’S BREACH OF ANY CONTRACT, REPRESENTATION, OR WARRANTY OR AS A RESULT OF YOUR PURCHASE OR THE USE OF THE PRODUCTS. You further agree that Aratana shall not be liable for any damages that may result from a force majeure, which shall include acts of God, acts of the public enemy, war, terrorism, insurrections, riots, injunctions, embargoes, fires, explosions, floods, or other unforeseeable causes beyond the reasonable control, and without the fault or negligence of, Aratana.

INDEMNIFICATION: You agree to indemnify and hold harmless Aratana, its affiliates, directors, officers, employees and agents from and against any claims, losses, demands, liabilities, damages, costs and expenses (including costs, reasonable attorney’s fees and reasonable investigative costs) arising from or in connection with any suit, demand, proceeding or action by any third party to the extent such suit, demand, proceeding or action arises out of or results from the use or sale of the Products purchased by buyer from Aratana, except to the extent that such suit, demand, proceeding or action arises out of the failure of such Products to meet the warranty set forth above.

DELIVERY:The terms of Aratana’s Shipping and Delivery Policy - shop.aratana.com/customer-service shall apply to Products purchased by you from Aratana. Please refer to such policy for details. Aratana may not be authorized to ship Products to certain states and if so, it shall have no obligation hereunder to sell and deliver Products to such states.

PAYMENT TERMS: All purchases shall be paid in cash, check or credit card. Payment can be made with an authorized credit card at the time of the purchase or you may be invoiced at net 30 days from date of invoice. Payments due are billed as of invoice date and not date of receipt of goods. A monthly service charge of 1.5% (an annual percentage rate of 18%), or the maximum allowed by the applicable state laws, will be added to all past due balances. No discount will apply for credit card payments. Any collected agency or attorney’s fees incurred to collect a delinquent balance shall be paid by the Buyer on demand.

PRICING: Prices prevailing at time of shipment will be applied to your order for Products. To receive promotional pricing you must qualify based on the requirements as specified in the program. All decisions regarding qualification for promotional pricing are made by Aratana in its sole discretion. You will be responsible for paying shipping, insurance and freight for delivery of Products in accordance with the Shipping and Delivery policy (which amounts will be added to the listed prices). You are also responsible for paying (and all prices are exclusive of) any sales, use, value added, excise and similar taxes, levies, duties or governmental assessments associated with your purchase or use of Products or payments to Aratana (other than taxes on Aratana’s net income). If Aratana has the legal obligation to pay or collect taxes, levies, duties or similar assessments for which you are responsible hereunder, Aratana may add the appropriate amount to amounts charged to and paid by you hereunder.

ACCURACY OF PRICE AND PRODUCT DESCRIPTIONS:Aratana attempts to be as accurate as possible, but Aratana does not warrant that price and product descriptions and other content of the Website is accurate, complete, reliable, current and error-free. In the event that the product is listed at an incorrect price, Aratana has the right to cancel the order. If you have already been charged for the purchase and your order is cancelled, Aratana will issue a credit to your account.

RETURN GOODS POLICY: All purchases are subject to the Return Goods Policy - shop.aratana.com/customer-service available on the Website. You must contact Aratana Customer Service prior to the return to obtain a Return Merchandise Authorization. See complete policy for full details.

AMENDMENTS AND MODIFICATIONS: Aratana may amend these Terms and Conditions at any time by posting the amended Terms and Conditions on the Website. You agree that you are responsible for reviewing these Terms and Conditions periodically. Aratana will provide you notice of any changes to these Terms and Conditions to your primary email address listed in your account. All amended Terms and Conditions will be effective thirty (30) days after such notice unless you first give Aratana written notice of rejection of the amended Terms and Conditions within such thirty day period. In the event of such rejection, your account will be terminated as of the date of such rejection and you should no longer purchase Products from Aratana through the Website. You acknowledge and agree that if you continue to use the Website or purchase Products after the date on which the Terms and Conditions have been amended, you will have accepted the amended Terms and Conditions. If any modified Terms and Conditions are not acceptable to you, your sole remedy is to timely provide the foregoing rejection notice and to cease using the Website or purchase Products.

GOVERNING LAW AND JURISDICTION: This agreement and all disputes arising hereunder and/or related to the Aratana Products purchased by buyer will be governed by and interpreted in accordance with the internal laws of the State of New York, without giving effect to the rules or principles of conflict of laws. The parties hereby consent to and agree that the United States Federal Courts for the District of Kansas, and State Courts of Kansas, shall have the sole and exclusive jurisdiction to resolve all such disputes. The parties hereby waive any objection to such sole and exclusive jurisdiction.

MISCELLANEOUS: You may not assign any of your rights or obligations under these Terms and Conditions without the prior express, written consent of Aratana. Aratana may freely assign these Terms and Conditions (or any rights or obligations hereunder) without consent at any time. If any one or more provisions of these Terms and Conditions shall be found to be illegal or unenforceable in any respect, the remainder of these Terms and Conditions shall remain in full force and effect. These Terms and Conditions constitutes the entire agreement between the parties with respect to the subject matter hereof, and supersede all prior agreements (oral and written), negotiations and discussions and supersede any purchase order or other ordering documents.

Effective April 18, 2018