FAQ

Novartis Animal Health Online Rebate Portal -- FAQs

General Rebate Questions

Do I have to complete my Novartis Animal Health rebate online?
Yes, all Novartis rebate form requests must be completed online in order to submit for product rebate.
Will Novartis pet medication purchases made online qualify for the rebate offer?
Purchases from some online pharmacies will be honored. However, Novartis reserves the right to decline submissions from unauthorized distributors of our products.
If I provide my invoice information online, do I still have to mail my invoice?
Yes, a copy of your itemized invoice is required in order to process your Novartis rebate. However, please note that Novartis reserves the right to decline submissions from unauthorized distributors of our products.
Do I have to complete a separate Novartis online rebate for each of my pets?
Yes, a separate rebate form and copy of an itemized invoice are required for each pet.
Can I just mail in the coupon slip I received from my clinic along with my invoice?
No. Coupons and/or invoices received without a proper submission form will not be honored. Please log on to the Novartis online rebate website listed on the coupon slip. At that point, you can create a profile, enter your pet and invoice information. Then you can print the rebate submission form and mail it in along with an itemized invoice to the address printed on the form.
I never received my rebate payment. What do I do?
Rebates take about 6-8 weeks to process. You can check the status of your rebate anytime at www.novartisrebates.us and select ‘Check Rebate Status’. If more than 6-8 weeks have passed since you mailed your rebate and you cannot see the status, please call 1-800-361-9948 for customer assistance.
Can my invoice be a copy or does it have to be the original?
Yes, we can take a copy of your itemized invoice.
My clinic ran out of rebate coupons. Can the coupons be copied?
No. Your clinic should contact their sales representative to inquire if more coupons are available.
I am submitting rebates for several dogs. Can I just copy the submission form and change some of the information?
No, each printed form has a unique number that identifies it as a separate rebate submission. You will need to complete a separate online rebate submission for each pet and print each submission form you receive. You may mail multiple rebates in the same envelope as long as the address on the rebate form is the same.
Can I fax my new submission?
No. All rebate submissions must be mailed to the PO Box listed on the rebate form.
Can I put more than one rebate into an envelope and mail it in?
Yes, you can put more than 1 rebate submission form and corresponding invoice in an envelope.
Can I purchase 2 6-packs for a 12-pack interceptor or Sentinel rebate?
Yes, you can purchase 2 6pks for the same dog to receive the rebate. However, if your invoice indicates each 6 pack is for a different dog, the submission will be processed based on the amount indicated for the dog listed on the submission form. If this does not meet the minimum purchase, it will be considered invalid.
Does my purchase of Atopica for my cat qualify for a rebate?
No, the Atopica rebates are only for dogs.

Technical

I forgot my password; how can I receive a new one?
Please select the “Forgot Password” link located on the Novartis online rebate login page below the Password field.
I did not print the rebate form immediately after I completed the online process. Can I still submit?
Certainly. Just log into your profile and click on ‘Check Rebate Status’. A new window will pop up showing all the online submissions you have completed. Click ‘Print’ next to the submission you need to print and the form will appear for you to print and mail in.
I am having trouble creating my account or logging back into my account on the website. Can I get help with this?
If you have forgotten your password, you can click the ‘forgot passord’ link to have your password reset. You will receive an email with a link to log in and create a new password. For any other issues, please call 1-877-552-1551 and press 1 for a customer representative to assist you.
The website will not accept my purchase amount.
Enter just the numbers without a dollar sign or any special characters. You can round to the nearest dollar.
The website will not accept my pet’s birth date information. Is this required?
Your pet’s month and year of birth are not required to redeem a rebate, but if you do provide that information, we will be able to send you offers to suit your pet’s needs based on their age. For your pet’s birth date, enter a 2-digit month and 4-digit year. Example: May 2001 would be entered as “05” in Pet Birth Month and “2001” in Pet Birth Year.
The website will not accept my pet’s weight. Is this required?
Enter just the number without a pound sign or any special characters. You may also leave it blank.

Your prepaid card

I received a prepaid debit card in the mail instead of a paper check. Did Novartis open a line of credit for me without asking?
No, the card is a prepaid card and has a spending limit of the rebate amount issued on the card. There is no line of credit and this will not appear on any credit report. We did not transfer to Citibank any more of your personal information than what was required to mail the card to you.
Can I add money to my prepaid debit card?
No, the card is prepaid and cannot be “recharged” with additional funds.
What does the schedule of fees mean in the paperwork that came with my card? It indicates that I will begin being charged monthly fees after 6 months. Is this accurate?
Fees will be charged after 6 months unless purchases have been made within the last 3 months. Although the card expires after 6 months, any maintenance fees will be charged against the remaining balance on the card. No additional fees will be assessed once the card balance reaches zero.
If Novartis did not open a line of credit for me, then why did I receive so much confusing paperwork that leads me to believe they did?
The bank issuing the card is bound by law to distribute the information contained in the envelope with your card. It is by no means included to infer that a line of credit has been opened for the consumer.
What do I do with the card after I’ve used it?
Once the funds on your card have been spent, you may dispose of the card.
How long is my card valid?
The funds will be available for 6 months from the date the card was issued. If you have not used the funds in that time, the balance will drop to $0 and the card cannot be used.
Do I have to activate my card?
Your card has arrived active and is ready to use. It is not necessary to activate the card.
What is an “Account Maintenance” fee?
Subject to applicable law, a monthly maintenance fee of $3 (USD) applies, but is waived for the first six months after the card is issued. Fees will be charged after 6 months unless purchases have been made within the last 3 months. Although the card expires after 6 months, any maintenance fees will be charged against the remaining balance on the card. No additional fees will be assessed once the card balance reaches zero. For a complete list of fees associated with your card, please refer to the Terms and Conditions included with your card.
How is my card different than a credit card?
A credit card gives you a line of credit, which you have to pay back. Conversely, this card is a debit card that is pre-loaded with YOUR money. You can spend the funds as you see fit, but you can’t spend more than your current available card balance.
I lost my debit card I received for my rebate payment. Can I have it replaced?
Yes, Citibank will replace lost cards one time. Please call 1-877-855-7201 for assistance.

Making purchases with your prepaid card

I tried using my card at a restaurant, and they said there were not enough funds to cover the bill even though my tab was less than value on my prepaid card. Can I use my card at restaurants?
Yes, but restaurants often authorize an additional temporary 20% gratuity charge to your bill to ensure there are enough funds in the account to pay for the bill and to tip your server. If your bill plus the additional 20% are more than the funds on the card, the card will be declined.
Can I use my prepaid card at the gas station?
Yes, but you must present your card to the attendant inside the gas station. You cannot use it at the pump.
When making purchases with my prepaid card, do I choose debit or credit at checkout?
When given the option, select credit as your payment method (even though it is a debit card). This way you will not be prompted to enter a PIN.
Why is the word “Debit” on the front of the card?
In response to new Visa and MasterCard regulations, Issuers are required to label non-credit products with the term “Debit” after January 1, 2004. Although your card may have the word debit on it, please remember to push credit and sign for purchases to indicate you authorize your transaction.
Can I withdraw cash using the card?
No. Your card is a stored value card and may be used to purchase goods and services, but there is no cash access. You will not be able to use your card at an ATM or to receive cash from a bank.

Security and Privacy

Will any of my information be sold or given to any other company?
No, we do not sell your personal information. For more information regarding your privacy please refer to the Novartis Animal Health privacy statement at http://www.ah.novartis.us/privacy.htm.