Doctors Foster and Smith

• Experience
• Product Selection
• Disclosed Shipping Rates

Experience

Doctors Foster and Smith have a lot of experience behind them in the pet service industry. Both doctors, co-founded the company, practiced as veterinarians and have had years of experience in taking care of and educating others on the care of pets. Their business has been around for 32 years and has experienced what pet parents are in need of most. They have grown with the industry and have had the quality customer service to keep them around and thriving. 

Product Selection

Pet owners will be able to find a wide variety of products for their dogs, cats, fish, birds, small pets, and even horses. Most online pet stores don’t offer equine products (or offer a minimal selection) Drs. Foster and Smith provide hoof care products, stable supplies, equine wormers, joint supplements, and horse fence/paddock supplies. 

Each of the animals provided has a wide range of products, from pet medications, food, shelter, toys, clothing, grooming, and treats to the less often found categories such as travel & containment. Each type of pet had their selection of products specific to their own needs. Also unique to their store is the variety of products from their own brand. The Doctors Foster and Smith exclusive brand has products for each of the animals provided for on the site. Their brand offers excellent quality products at an affordable price. 

Drs. Foster and Smith have catalog quick order page where customers can add up to 10 products to their cart with only one click. Simply enter the prefix, item number, and the quantity. 

Another useful feature offered on their site is the use of their pharmacy. They offer a full-service pet pharmacy and can fill pet prescriptions right there on the website. They do not need to go through another channel or company to get the pet medications customers need. 

Disclosed Shipping Rates

Drs. Foster and Smith offer free economy ground shipping on all orders $19 or more as well as orders containing a prescription item or flea and tick control item. A low flat rate charge of $6.99 is applied to orders under $19. However, customers should be aware that the free shipping and low flat rate only applies to the economy ground shipping to the 48 connected U.S. states. 

Drs. Foster and Smith offer the following shipping rates:

For orders $19 or more and orders containing a prescription item or flea and tick control item:

• Economy Ground: Free
• Standard Ground: $5.99
• Expedited: $16.99
• UPS 2nd Day Air®: $9.99
• UPS Next Day Air®: $19.99
• UPS Next Day Air® Saturday**: $27.98

For orders UNDER $19:

• Economy Ground: $6.99
• Standard Ground: $12.98
• Expedited: $23.98
• UPS 2nd Day Air®: $16.98
• UPS Next Day Air®: $26.98
• UPS Next Day Air® Saturday**: $34.97

**UPS Overnight Saturday delivery can be utilized where available based on zip code.

• Lack of Services
• Return Policy
• Shipping Frustrations

Lack of Services

Because Drs. Foster and Smith only have one retail location in Rhinelander, Wisconsin; they don’t offer the same number of extra services that other pet stores do. Many pet stores offer grooming, daycares, or adoption events. 

Return Policy

Pet owners unsatisfied with their purchase can return the product within 30 days. Drs. Foster and Smith partnered up with UPS to offer customers no upfront shipping fee. Once a return is received a return shipping fee of $7.99 will be deducted from the credit amount, or it can be applied as a balance to pay along with another order. Customers, however, cannot return or exchange prescription medications, and the method of a refund is determined by the original payment method. 

A return form will need to be printed, in case a customer loses the original invoice. Some may find having to fill out the form for every return to be an added time-consuming step to the return process. 

Shipping Frustrations

Drs. Foster and Smith’s return policy will refund 100% of the price, but they will unfortunately not return the shipping costs associated with the purchase.

Additionally, shipping fees may be added onto expedited or air orders. Alaska, Hawaii, and U.S. territories will require air delivery.