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Reusable tote and order consolidation FAQs

How does the program work?


  1. You will continue placing orders through your preferred platform as you have traditionally done. You can place as many orders as needed.
  2. Deliveries will be consolidated to your dedicated delivery day(s)*, providing more consistency and better business resiliency. This means you can anticipate when your orders will arrive, making it easier to plan and manage your inventory.
  3. You will now receive your orders in reusable totes via our courier partner, reducing the cardboard boxes and packing paper cluttering up your office!
  4. Couriers will pick up the reusable totes during the next scheduled delivery, ensuring that we're doing our part to reduce waste and environmental impact.
    • It would be helpful, especially as we learn this new process together, for you to remind your courier partner that you have empty totes to be returned. This ensures we have enough in the DC to complete orders.
    • Please ensure totes are stored in a safe, clean place until they are picked up.
    • You can choose to keep your ice packs or leave them in the tote and return them to MWI.

How does this benefit me and my business?


Consolidating orders will help you save up to 40% of your time spent managing inventory and associated activities such as ordering, stocking, and AP activities.

  • Receiving your orders on dedicated day(s) will help reduce your carbon footprint, and keep Styrofoam and cardboard containers out of landfills.
  • Our reusable totes will provide sturdy protection for your orders, reducing the risk of damage or impact during shipping.

What is my new ordering schedule and cutoff time?


*Through order consolidation, you can place orders on any day and our warehouse will hold them until your designated day. Your MWI sales representative will let you know the dedicated day(s) you will receive orders for your practice.

Your order cutoff time may change for your consolidated days. Your sales representative will communicate updated information when they communicate your delivery days. 

How do I place an order to be delivered off-schedule?


Please note, if you are using Vetcove, you cannot change your delivery preference through Vetcove. You will need to check out on mwiah.com in order to change your delivery preference. You can still use Vetcove to add items to your MWI basket, but the final step of check out must be done on mwiah.com in order to receive an off-cycle delivery.

Step 1

As a part of the program, you’ll see that the ordering process is scheduled when viewing your shopping cart.
Screenshot of store dashboard showing ordering process is scheduled when viewing your shopping cart

Step 2

To change, click on “change”. By default, “Schedule for future” is selected.
Screenshot of store dashboard showing how to change, click on “change”. By default, “Schedule for future” is selected.

Step 3

Change it to “Immediately” and save.
Screenshot of store dashboard setting Immediately for when order should be processed

Step 4

Your order will immediately be fulfilled and shipped.
Screenshot of store dashboard setting showing it will immediately be fulfilled and shipped

What do I do if a tote doesn’t get picked up by the courier?


Please contact your CER or sales representative to report and we will work with the courier to resolve.

Can I put a return in the tote?


Not at this time. Please continue to follow the existing returns process. If you have questions, please contact returnsauthorization@mwiah.com or call 866.274.6213.

When can I expect to receive my order?


Your order will arrive on your scheduled delivery day by 5 PM. 

How will cooler products be delivered?


Cooler products will arrive in a separate blue tote, with ice packs as needed.

How will controlled drug orders be delivered?


These items are picked and packed in a controlled area of our warehouse. Therefore, they will be packed into their own tote and delivered with the rest of your order.

If an item I ordered is coming from a warehouse that is not my primary warehouse, when will I receive the product?


Orders from all warehouses will be held until your designated day at which time they will be picked and shipped. Orders from an alternate warehouse will be delivered in cardboard rather than totes.

Will I still receive packages in cardboard boxes?


We will minimize the use of cardboard boxes as much as possible, but there may be occasions when using cardboard is necessary and/or in the best interest of delivering your order safely. Some examples include:

  • Product is already in a specific case from the manufacturer and opening the case would put the product at risk
  • Order ships from another distribution center due to product availability
  • An off-cycle order is placed outside of the tote delivery schedule
  • Product is too large or oddly shaped and will not fit into a tote safely

Who is my courier?

 
  • We will be working with multiple courier partners to serve our customers. Once your route is established, you should have the same driver and delivery window each week.
  • Please understand that our courier partners often employ independent drivers. As such, a delivery may be made in a personal vehicle that is unmarked. The courier should identify themselves as a representative of the courier company. If there are any issues with drivers, please inform your CER or sales representative.