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Ever had a Smartpak shipping issue?

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  • Ever had a Smartpak shipping issue?

    So got my horses supplement from ups today to discover it to be leaking out of the box. Apparently one or more of the smartpaks got punctured somehow.

    So does anyone know what Smartpak would do about this? Would I have to ship these back and hopefully they send me a new supply?

    I sent them an email explaining the problem but just curious to see if anyone else has had this happen.
    nothing is truer than the truth...

  • #2
    No, they are tops, I bet they would just ship out what you are missing. I had a problem with the website shopping cart last month and one of my supplements got left off my mare's smart pak, so they offered to send out that supplement asap. I declined as it is one I am just trying and it could wait another month. I have yet to have a problem with them at all as far as errors or shipping problems.


    • #3
      I'd call and explain. They have SUPERB customer service. UPS once lost one of my small shipments of paste wormer in their transfer to USPS and SmartPak acted immediately and sent out a replacement overnight delivery.

      I've had nothing but good experiences with that company.


      • #4
        Yes, call them.

        I am sure they will fix the situation.


        • #5
          That happened to my supplements about two months ago. One call to SmartPak and everything was taken care of and the replacement supplements arrived 3 days later.


          • #6
            Smartpak is very good, I've never had a problem.


            • #7
              They're awesome! They'll fix it for you pronto. Just give CS a call


              • #8
                Yup, happened to me as well, they didnt even have me ship back the broken ones and sent me a brand new ones, so I still did use the few that were unharmed

                They are AWESOME !!
                Ride it like you stole it....ohhh sh*t


                • #9
                  Smartpak rocks, great customer service. They'll fix any issue without a problem.


                  • #10
                    SmartPak is AMAZING. There is even a case where they tracked down a COTHer who was less than impressed with an item they got from SP but hadn't returned, and sent them a new version of the product.

                    LOVE LOVE LOVE SmartPak, and really cannot say enough good things about them.


                    • #11
                      I've had two "problems". The 1st I had some joint pills sent to my Mom for my dog (who's in retirement there). My order supposedly shipped but there was no tracking number. I called them and they couldn't find a tracking number. So we waited to see if the pills would show up when promised and they did. But Smarkpak kept updating me and made sure the pills arrived.

                      2nd problem was I ordered a 20# bag of Omega Horseshine. I was excited as it is a new thing for us and sounded really good. It was supposed to be delivered last week. There was a box on my porch - it was EMPTY!
                      Of course it was on a Friday after 5 pm PT on a holiday weekend, but I called anyway and flagged my account for Tuesday. So I contacted them again on Tuesday and they resent it. Should be there today... hoping it's a FULL box when I get home!

                      I think they're great; they may be a little more pricey than most places on some things, but can't beat the shipping and the customer service, which more than makes up for the slightly higher prices. Love them!


                      • #12
                        I had a container of hoof oil leak all over my dog's bully sticks I had ordered from smartpak. I didn't discover it until 10pm MST and called them right away. No questions asked they shipped me replacement hoof oil and bully sticks the next day and I received them within three days (with better sealed hoof oil )

                        So- just call them and they will fix it. That is why I love smartpak!
                        My blog:



                        • Original Poster

                          Thanks everyone! I agree Smartpak has great customer service. Got a response and was told I should be receiving a replacement tomorrow.
                          It is not really their issue but more of the lousy service UPS does in the care of the packages.
                          nothing is truer than the truth...


                          • #14
                            Had my smartpaks open during shipping once. Totally the fault of insane UPS driver guy, haha. They replaced it immediately, I did not have to send the broken ones back. They are tops!


                            • #15
                              Originally posted by AppJumpr08 View Post
                              SmartPak is AMAZING. There is even a case where they tracked down a COTHer who was less than impressed with an item they got from SP but hadn't returned, and sent them a new version of the product.
                              That happened to me. At that point I became a SmartPak loyalist. That's really going above and beyond!


                              • #16
                                I actually did have a package come from smartpak with a giant hole in the side (so totally not their fault) and I thought an item I had ordered had fallen out. Turns out it had been shipped seperately but they got everything figured out very quickly and even when it isn't their issue they are amazing about making sure their clients are taken care of...I really do love them.
                                My blog:



                                • #17
                                  If Smartpak were running for President I would vote for them. As good as they are, that's what we need running this government!
                                  I want a signature but I have nothing original to say except: "STHU and RIDE!!!

                                  Wonderful COTHER's I've met: belleellis, stefffic, snkstacres and janedoe726.


                                  • #18
                                    Had 2 items ship together, and the top container must've gotten squished really hard during transport. It was hard enough that the seal didn't break, but the lid came off, spilling pellets all in the box. When I opened the box, pellets went everywhere, much to my dog's delight. I was able to empty the box and sweep the floor to get almost all back into the container. I let SP know that the container may faulty for future reference, and no I didn't need a replacement. They STILL credited my acct for the full amt! Just a great company to deal w/!


                                    • #19
                                      My sole issue with SmartPak is that they routinely split my order up into multiple boxes and I wind up receiving them over a period of days.

                                      Last month, I received a small box on a Friday, another small box on Saturday, and the final small box on Monday.

                                      The first box contained SmartPaks for two horses. It came via UPS.
                                      The second contained One AC and Interceptor for my dog. It came via USPS.
                                      The third contained a 3-Pak of Frontline Plus for my dog. It came via USPS.

                                      They've sent me boxes big enough to fit everything in, so I know they have them. It's just bizarre and incredibly inconvenient - UPS shows up around 6pm, so I've had to turn down dinner invites and offers of free lessons so I can rush home and grab boxes off of my porch before someone else does.

                                      I've called them repeatedly, begging them not to split my orders, but it doesn't help.


                                      • #20
                                        Originally posted by kewpalace View Post
                                        There was a box on my porch - it was EMPTY!
                                        I'm sorry, but that's funny. How anti-climactic. I LOVE opening packages, even when I know what's in them. I would have been so bummed, like a kid on xmas morning opening an empty present.