FAQ
Frequently Asked Questions
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Can anyone order from TCAP?
- Anyone with a pet who has been seen in one of our clinics by one of our licensed veterinarians in the past year. Please gather the paperwork that you received during your visit. You will need to upload an image of this when placing your order.
How do I upload my Paperwork?
- To upload your paperwork, click HERE
- Complete the form and upload your pet’s most recent visit paperwork. Please ensure that you remove any obstructions from your pet’s paperwork (such as the purchase receipt) and that your picture includes the entire form (no pictures of only a section of the paperwork).
Why do I need to upload my paperwork?
- TCAP is a high-volume spay/ neuter and vaccine clinic. During our peak times of year, it can take several business days for our data clerks to enter your visit into our system. TCAP’s vets require a current vet-pet-relationship before filling flea/ tick prevention (a visit within the last year) and a TCAP heartworm test or a valid TCAP refill prior to filling Heartworm prevention. Uploading your paperwork prior to placing your online order will ensure that your order is able to be processed without delay.
How does a pet qualify for a purchase of Heartworm Prevention on TCAP’s Fulfillment website?
- Dog Heartworm Prevention: TCAP’s veterinarians require a dog to have a recent visit showing that they are under 6 months of age at the time of fulfillment, that they have a recent heartworm test provided at TCAP (within the last 7 days), or a valid refill on file.
- If your dog is over 6 months of age and does not have an active refill on file, you will need to bring them to a TCAP clinic during TCAP’s walk-in vaccine hours for a heartworm test, and then place your order.
- Cat Heartworm Prevention: No heartworm test is required to purchase heartworm prevention for cats, but TCAP’s veterinarians require that a cat has a current vet-pet-relationship with a TCAP veterinarian (a visit on file within the last 12 months) at the time of fulfillment.
How does a pet qualify for a purchase of Flea/ Tick Prevention on TCAP’s Fulfillment website?
- TCAP requires that a pet has a current relationship with a TCAP veterinarian (a visit on file within the last 12 months) at the time of fulfillment. If your pet has not been to TCAP within the last 12 months, please bring them in during our walk-in vaccine hours. If they do not need any specific wellness service at this time, you can bring them in for a free weight check.
Where do you ship?
- We ship in the continental US
How is the product going to ship?
- 3-5 Business Days: USPS Ground Advantage
Why is my ordered delayed?
- High volume periods (such as holidays) may increase fulfillment and shipping times.
- Business Days are Monday – Friday.
- Customer Support is available Monday – Friday.
How much does shipping cost?
- 3-5 Business Days: $6.95
- Orders over $49 receive FREE Shipping (before tax)
How can I track my order?
- An email with a tracking number is generated once our product ships
- Shipping times do not include fulfillment time
What payment types do you accept?
- We accept VISA, MASTERCARD, DISCOVER, and AMERICAN EXPRESS.
- We do not accept CareCredit cards.
- We do not currently allow for split payments across multiple cards.
How do I update my payment?
- For Existing Orders (declined): Update on order directly, and then update in Wallet in My Account.
- For Existing Orders (not declined): we cannot update once processed.
- Subscription Orders: Update in My Account.
- Update your default payment option in in My Account.
When will my Subscription orders ship?
- Subscription orders ship on the anniversary of the order date at the frequency chosen.
Am I notified when my Subscription expires?
- A reminder email is sent one week prior to order placement
- If there is no email on file, a notice is not sent to clients
Can I edit my Subscriptions?
- Email: [email protected]
- Subscriptions cannot be cancelled by clinic staff.
- Cancelling a Subscription does not cancel any orders that are currently processing.
How do I see my previous orders?
- Navigate to My Account > Orders
