Pet Drugs Online

Frequently Asked Questions

• Products

  • Can I search for specific products on your online store?

    Yes you can! Simply enter your search terms into the product search box located to the left of this page and click the search button.

  • How do I add products from the catalogue into my shopping cart?

    Simply click on the Add to Cart button for the product you required.

  • I can't find the product I'm looking for. Are you able to get hold of it for me?

    We MAY be able to get hold of the product you are looking for. We use a top UK veterinary supplier so stock most products you would normally obtain from your own veterinary surgeon. Please use the Contact Pet Drugs Online page to send us a request and we will get back to you via email or call 0800 234 6742.

  • I have placed an order that included some prescription drugs. Is there a way to get my non-prescription order items before you have received my prescription?

    Due to the volume of orders we receive, coupled with delivery options, we are unable to dispatch individual items from an order. We only dispatch complete orders.

  • I ordered a particular product, and it doesn't look anything like it did in the photo. Have you sent me the wrong thing?

    The product photo's on the web site are for illustrative purposes only and do not always convey the exact visuals of the product it represents. Packaging may vary due to changes made by the manufactuers and/or our suppliers.

• Prescriptions

  • How do I obtain a prescription?

    If your vet is prescribing medication for your pet they are legally obliged to provide a written prescription on request. Prescriptions are valid for up to 6 months maximum but can be restricted to what your vet feels is neccessary. There are exceptions to the rule where they are valid for a shorter period of 28 days depending on the prescription medication.

     As of the 1st November 2008 new legislation allows Vet practices to charge for prescriptions at their own discretion. The conditions for the prescription charges could also vary e.g. they could charge a fixed amount per item or charge per set of items.

  • How often can I use my prescription?

    Your vet will specify how many times your prescription can be used. They may state the prescription is Single Use Only in which case we can only provide the total quantity once and then you will need to provide a new prescription.

    Most vets will write a repeat pescription if requested. The prescription will usually last between consultations. The prescription may hold a high quantity of medication, or may state 'Repeat x times' or 'repeat until .....'. If the prescription states 'Repeat' but does not specify how many times we can only repeat it once.

    If you have a repeat prescription you can order as and when you need the medication until you have reached the total allowance.

  • Where do I send my completed prescription?

    Once you have your signed prescription, please post it to us along with your order confirmation to:

    Pet Drugs Online
    5 The Dairy,
    Priston Mill,
    Priston,
    Bath,
    BA2 9EQ

    Alternatively you can send your prescription by fax or by email:

    FAX: 01225 580077

    Email: contact@petdrugsonline.co.uk

• Orders

  • Can I have my order dispatched to an address other than the one I registered with?

    Yes you can. You will be give this option during the checkout process. Please ensure you enter the delivery address correctly before making a payment. Pet Drugs Online will not accept responsibility for orders posted and not recieved if the delivery address provided was entered incorrectly.

  • How do I know that my Credit/Debit Card details are safe?

    All payments are handled by a registered and secure third party payment service provider. Pet Drugs Online does not handle your credit or debit card information. Please refer to the Secure Payment Providers support page for further information about payment handling.

  • How are delivery charges calculated?

    Delivery charges are calculated by adding the weights of all the products in your shopping card. This total is then applied to a map of delivery charges and an appropriate charge is selected. For more information regarding delivery charges, please read the Delivery Information Page.

  • Do you deliver overseas?

    Pet Drugs Online will deliver outside of the UK. Please ensure you select 'Worldwide Delivery' when you check out.

  • How can I track my order?

    You can track the status of your order anytime by logging in to your account. If there are any problems with your order, you will be contacted by our customer services team. Therefore please make sure you supply us with the contact number you are most readily availiable on.

  • How will my food order be sent? 

    Orders under 3kg will be sent via Royal Mail with the delivery scheme of your choice and the applicable delivery charge. All orders between 3 -5.99kg in weight will be sent by Fastway Courier and will be delivered the next working day after being dispatched with a delivery charge of £3.99. All orders over 6kg are sent via Interlink Courier and will be delivered within 2 working days of being dispatched with Free Delivery.

    We do not send Heavy Items or Food over 2kg outside of the UK Mainland.

  • Why is Pet Drugs Online not a registered pharmacy?

    Pet Drugs Online is monitored and run by Veterinary Surgeons and orders are dispensed by SQP's and therefore is licensed to provide veterinary medications.

  • Can I return goods to you?

    Under normal circumstances no refund will be given for prescription medication. Refunds will only be given under special circumstances i.e. wrong prescription sent, and only at the discretion of the management.

    For non-prescription products you are allowed 7 days to cancel the order from receipt of the product:
    1. Please send us an email to contact@petdrugsonline.co.uk to cancel the order.
    2. Return items using the address on the invoice received with the delivery. Please ensure you provide us with your name and contact details. In order to recieve a refund please return the items unopened and in good condition.
    3. We will contact you with details of your refund, once we receive and process the returned item. We will compensate you for postage only if the order is being returned due to our error.

    We reserve the right to charge a £4.95 dispensing fee on returned items.

• Your account

  • I want to register an account, but I'm worried about having my details saved. Why do you need my personal details?

    We require your personal details so that we can contact you if the need arises. This may be because of an enquiry you have made, or it may be relating to a problem with an order you have made. The only information we will ever ask from you is information that is already publicly available, such as name and address. The only exception to this is your email address which is required for your login id. If you purchase anything, you will be asked by the Online Secure Payment Server for your credit/debit card details, but that information is not held or even seen by us. Payment is handled by a third party secure payment service provider. For more information, please refer to the Pet Drugs Online Privacy Statement.

  • I want to register an account, but I don't want to give my email address. Is there a way around this?

    Unfortunately there is no way around giving us your email address online. We require your email address so that you can have a unique login ID, and so that we can contact you regarding orders or enquiries you have made should the need arise. Don't worry about giving us your email address, we do not send out mass mailings, or promotional offers without your permission. For more information, please refer to the Pet Drugs Online Privacy Statement.

    You can call 0800 234 6742 to order over the phone with a customer service representative.

  • Will my existing prescriptions show on my online account?

    Yes they will. Once we receive a new prescription from yourself the details will be added to your online account. You will then be able to see exactly how much medication remains on the prescription for future orders and will know when you need to obtain a new prescription from your vet.

    Please send us an email from the Contact Pet Drugs Online Page if you wish to double-check the status of your prescriptions