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Frequently Asked Questions

  • Feeding SmartPaks

    My horse's SmartPaks have multiple wells of each supplement. How many wells am I supposed to feed? Some supplements, especially those with a larger serving size, may take up more than one SmartPak well. If this is the case with your horse's supplements, each well will be labeled with the supplement name and will indicate the quantity (i.e. 1 of 3). To get the full daily dose, feed all of the connected wells (one full strip) to your horse each day. If your horse has more than 7 wells of supplements total, you will receive 2 strips of SmartPaks and should feed one of each strip daily.

    Do I feed my horse the SmartPaks once or twice per day? Your horse’s SmartPaks are designed to be fed once daily, and can be given at the most convenient time for you and/or your barn staff, whether that is with morning or evening meals.

    How long are the SmartPaks good for? SmartPaks are tightly sealed to protect potency and provide your horse the freshest supplements available. For best results, we recommend feeding them within 6 months of the shipping date, which is printed on the top of each SmartPak strip.

  • SmartPaks System

    Are SmartPaks able to be recycled? Yes, SmartPaks are made from recycled plastics (like water bottles) and can be recycled again. They are a #1 plastic, which is the most widely accepted type at most recycling centers.

    Why are SmartPaks shipped every 28 days instead of 30 or 31 days? Since each month can have a different number of days as well as number of weeks, a monthly shipping schedule would cause you to either have excess SmartPaks or potentially run out before the next shipment arrives. To be sure that you always get the right amount, we ship your orders every 4 weeks. This guarantees that no matter how many days or weeks are in the month, your order will arrive on time.

    Can I order more than one set of SmartPaks at a time? SmartPaks are offered as part of an AutoShip program, and therefore we only ship one order at a time, since you will receive a new order every 4 weeks. This also helps ensure your supplements are as fresh as possible, since we make each SmartPaks shipment just before sending it out to you.

    Why isn't the supplement I use offered in SmartPaks? We work hard to offer all of the supplements our customers want in the SmartPaks feeding system. Some products, such as liquids or gels are simply not compatible with the SmartPaks packaging system. However, if there's a product that we don't currently offer that you'd like us to consider, please contact us so we can look into it further for you.

    How do I order a storage drawer for my SmartPaks? All AutoShip SmartPaks will automatically include a free storage drawer with your first shipment. If you didn't receive a drawer or it was damaged in transit, please contact us and we'll be happy to help!

  • Account Management

    Can I delay or adjust the shipping schedule on my SmartPaks? Yes, you can easily update your shipping schedule for your SmartPaks by visiting the My SmartPaks page within your Account on our website (if you’re not logged in already, you’ll be prompted to do so first). Find the horse’s subscription you would like to change and click the “Reschedule” button, which will allow you to edit your next ship date for that subscription. Note that if you need to change the ship date for more than one horse’s SmartPaks, you will need to make the change to each individual horse’s subscription.

    How do I adjust the shipping address on my SmartPaks? You can easily update your shipping address for your SmartPaks by visiting the My SmartPaks page within your Account on our website (if you’re not logged in already, you’ll be prompted to do so first). Find the subscription you would like to change and click the “Change Shipping Address” button, which will open a window where you can edit the shipping address for that SmartPaks subscription. Note that if you need to change the shipping address for more than one horse’s SmartPaks, you will need to make the change to each individual horse’s subscription.

    How do I update the billing information on my SmartPaks? You can easily update your billing information for your SmartPaks by visiting the My SmartPaks page within your Account on our website (if you’re not logged in already, you’ll be prompted to do so first). Find the subscription you would like to change and click the “Update Billing Details” button, which will open a window where you can edit the billing information for that SmartPaks subscription. Note that if you need to change the billing information for more than one horse’s SmartPaks, you will need to make the change to each individual horse’s subscription.

    How do I cancel an order I've just placed? In order to get your SmartPaks to you as quickly as possible, we begin processing and creating your order as soon as you submit it. Therefore, orders cannot be changed or cancelled after submission.

    How do I cancel future shipments of my SmartPaks? We’re sorry to see you go, but we understand that sometimes things change. To cancel your SmartPaks, visit the My SmartPaks page within your Account on our website (if you’re not logged in already, you’ll be prompted to do so first). Find the horse’s SmartPaks subscription you would like to cancel and click the “Cancel Subscription” button, which will open a window where you can choose to cancel those SmartPaks. Note that if you need to cancel the SmartPaks for more than one horse, you will need to make the change to each individual horse’s subscription.

    What if my horse won’t eat the supplements? We’ve carefully chosen and developed our supplements to be palatable for even the pickiest eaters, but some horses might need additional encouragement. In our experience, adding a different aroma/flavor the horse likes can often be enough to entice them into trying the supplements. Examples include adding applesauce, a small amount of molasses, or Equi-Sweet, which is a sugar-free flavoring that you can pour over the feed. If your horse receives a pelleted feed, sometimes adding water or vegetable oil can make the supplements stick to the grain and help enhance palatability. If you’re still having trouble, feel free to reach out to our Horse Health Experts and we’d be happy to help!

  • Shipping

    When will I get my first order? All SmartPaks are custom made and shipped from our Plymouth, MA headquarters. Most orders to Canada should arrive within 3-6 business days. After that, your SmartPaks will continue to arrive every 4 weeks.

    How much will I pay for shipping? All orders totaling $75 or more will qualify for our flat-rate shipping of just $5.95. Orders less than $75 are eligible for flat-rate shipping of $14.95. We never charge F.O.B. or overweight surcharges. Orders shipping to the same address on the same date will qualify for a shipping rate based on their combined total. Orders shipping to separate addresses or on different dates will incur a shipping charge based on the total of each shipment.

  • Returns

    Can I return unopened SmartPaks? Due to their customization, daily-dose SmartPaks may not be returned once they've left our warehouse. If you have unwanted SmartPaks, please consider donating them to a local rescue – they appreciate donations and we thank you for helping support horses in need!