The Teams Behind the Scenes
Sometimes it takes a village, other times it takes a collection of departments dedicated to providing the best possible care for pets across the country. Below is a rundown of our departments, their responsibilities, and what that means to our customers.
Customer Operations - Prescriptions
The Veterinary Medicines Directorate (VMD) requires many safety and authenticity checks to ensure the safe distribution of prescription veterinary medicines in the UK. This is where our prescription team comes in! Overseen by our in-house vets, our prescription team is here to check your pet’s prescription to ensure the medications you’ve ordered are the right ones for your pet.
Visit our prescription information page to learn more about how to send your prescription to us and the required safety checks.
Meet Our Office Dogs
Customer Services
Our customer care team is available every weekday from 8 a.m. to 5 p.m. to answer your calls, emails, webchats, or social media messages and resolve any queries you may have.
If you need help with your order, please get in touch via our Contact Us page for support.
Logistics Operations
As soon as your order has been placed and all the necessary checks are complete, it’s put into the capable hands of our warehouse team. These are the people responsible for picking and packing your order and ensuring it reaches you safely and on time via our courier services. They work alongside our operations team to ensure that the products you need are there when you need them.
Marketing & Merchandising
These teams are here to keep you updated with our products and offers site-wide. With prescription reminder emails, exclusive offers, the Pet Advice blog, and detailed product descriptions, they work to ensure you have all the information you need to find the perfect products for your pet.
Commercial
This team works hard to ensure you get the best value for your money on your pet’s products, whether they are from big-name brands or smaller-scale companies. They work first-hand with over 600 suppliers and brands to ensure your pet’s essentials are right where you need them at the best possible price.
Technology
These teams work behind the scenes to ensure your experience on our site is as simple and efficient as possible. They’re always looking for new ways to improve and develop our systems and processes to provide you with the best possible service.
