FAQs
Q: Can I buy from you?
A: FHH is a service only available to clients of BW Furlong & Associates and it's related entities. Due to federal regulations, a vet-client relationship must exist and be current in order for us to legally provide medications and prescriptions for your horses. If you meet these requirements, then you can buy from us!
Q: Do I need to fax anything in?
A: Nope! Because we only sell exclusively to our own clients, we handle all orders internally, and with that, all prescriptions are filled internally. After consultation with one of our vets, a client will place an order. Before the credit card is processed, the order is approved by the veterinarian responsible for your horse’s health care. Once this has been done, the credit card is processed and the order is placed.
Q: How long will it take to receive my order?
A: Again, because we only sell exclusively to our clients, we can cater to their needs and locations. We have several distribution points along the east coast, as most of our clients are located in the tri-state area, Virginia, and Florida. Almost all of our orders will arrive approximately 48 hours after being placed, and in many cases, we can have an order delivered 24 hours after it was placed!
Q: Can’t I just come in to the clinic and pick it up after I place the order online?
A: Not for online orders. Approximately 90% of our products go directly from the distributor to the client, and never come into the clinic. This is a large part of the reason why FHH prices are so much lower than the clinic’s – because we do not have to build in inventory/shipping/management/ warehousing costs for our drugs. We focus on doing what we do best – providing effective and appropriate veterinary treatment, and let the distributors focus on doing what they do best – shipping and supplying. Further, all orders placed online go through an automated approval and processing system, and as such cannot get stopped to redirect the manner in which the client ultimately receives the products. If you have further questions, please call (800) 837-1250.
Q: Can I still come in to the clinic and pickup drugs if I am just driving past?
A: Yes. You will pay the normal clinic price for them. The clinic prices will remain where they have previously been to account for the previously mentioned inventory/warehousing costs, as well as the added convenience of having them immediately available.
Q: Who do you use for shipping?
A: On all orders over $75, shipping is free using FedEx and UPS Ground, depending on the distributor. For almost every single one of our clients (all the way down to Florida), this will be either a 1 or 2 day ship. Should you need something faster, we can offer guaranteed overnight shipping for a fee. Please contact us at (800) 837-1250 for more details.
Q: What if I want something that is isn’t listed on the website?
A: Please contact us at (800) 837-1250, we have products that have not yet been added to the site, as prescriptions are often unique to an individual horse.
Q: When will my credit card be processed?
A: Credit cards are not charged until the order has been submitted online and approved by the vet. When the vet approves the order, it is communicated to the processing system, which charges the credit card and the order is placed with the appropriate distributor(s). Should a vet not approve the order, the webmaster is alerted and he/she will contact the client to let them know the order has not been approved.
Q: What is your return policy?
A: Per Terms & Conditions, which were agreed to upon the application to the website, our return policies are as follows:Pharmaceutical Products. Because our pharmaceuticals are part of a specific treatment plan for a specific animal, we cannot accept returns of pharmaceutical products for reuse or resale. However, if you feel we have made an error in filling the prescription, please contact us immediately so that we can resolve the matter.Other Products. We cannot accept returns of over the counter non-prescription products. All sales are final.