WEBSITE QUERIES
I am having general problems accessing or buying from your website
I can’t sign into my account
REGARDING YOUR ORDER
Regarding Delivery - Please Visit our Delivery Page
I would like to cancel my order, what should I do?
My order has been received damaged, what should I do?
I have not received my order
My discount code has not been added to my order
I have only received part of my order
I would like to return an item
PRESCRIPTIONS
Ordering Prescription Medication
IS PETMEDS.CO.UK SECURE?
Will you send my details to third parties?
Can I return items if I am not satisfied or they are no longer required?
Is there an Affiliate Scheme available?
Why isn’t Petmeds a registered pharmacy?
WEBSITE QUERIES
I am having general problems accessing or buying from your website
If you are experiencing any problems such as placing and order, payment issues or any other problems please feel free to Contact Us and let us know the issues you are experiencing. Also, if you happen to get an error code please include this in the e-mail.
Please request a reminder of your password using the link during login and a reminder will be e-mailed to you. If this does not come through for you please click on Contact Us and select the option ‘Password Reset’ and we can reset that for you.
REGARDING YOUR ORDER
I would like to cancel my order, what should I do?
If you would like to cancel your order please click on Contact Us Please provide your order number and we will reply with a confirmation to say this has been done for you. Please be aware that this can only be applied if the order is not already in progress at our warehouse.
My order has been received damaged, what should I do?
Please click on Contact Us and select the option ‘Damaged Order’. Please let us know what is damaged and any other information. We will get back to you as soon as possible with a reply and rectify this for you.
Food:
Food orders are generally despatched within 2 working days and then delivered the next working day. You can track your order through by clicking into 'My Account' this will tell you the status of your order.
If you have not received your order please Contact Us using the drop down option ‘Order not received’. Please include your order number and we can look into that for you and get back to you as soon as possible.
All other orders:
Most other orders are despatched within 2 working days and then sent by 1st Class Royal Mail post. If you have not received your order within 10 delivery days then please Contact Us selecting the option ‘Order not received’ and we can look into this further for you. Please note we have to allow 10 delivery days from date of dispatch of your order for Royal Mail to deliver before we are able to investigate.
My discount code has not been added to my order
Payment is taken at the time of order. Once an order has been made the discount cannot be applied to the order any longer, unfortunately. We cannot refund or reimburse a discount if a code was not applied at the time of placing the order online. Discount codes and coupons can only be used through the website.
I would like to return an item
To request a return please Contact Us and our advisors will provide you with a unique returns number. Please package the return securely and ensure that you enclose a note with your unique returns number, your name, full address and contact number. We would advise that the return is sent back to us by a recorded method.
If you are unhappy with the item or have happened to receive the incorrect item please Contact Us and our Customer Service Advisors will rectify this for you.
I have only received part of my order
Prescription orders are sent out in separate packages and from separate warehouses and so may be received separately. Although, they are not guaranteed to arrive on the same day the items will have been sent out and will be received a day or two after.
If your order has been received and you are missing an item please Contact Us and our Customer Service Advisors will rectify this for you.
REGARDING PRESCRIPTIONS
Ordering Prescription Medication
Prescription medications are highlighted in red as Prescription Required. Prescriptions are dispensed by RCVS registered vets employed by Petmeds Ltd. Orders require a signed and dated prescription written by an RCVS registered vet, or any other vet registered in the EU. Please be aware that fraudulent prescriptions are considered a criminal offence. The prescription must be posted, faxed, or emailed to us before your order is dispatched.
How do I send the prescription to you?
The prescription must be sent to us by email, fax, or post to the address below. If you do not have one, click download for a prescription form and take it to your vet for completion. Please send the prescription to us by scanning and emailing. Alternatively, you can fax or post your prescription.
Prescriptions for Epiphen/Phenobarbitone must be posted, as the original hard copy is required.
Email: rx@petmeds.co.uk
Fax: 0208 181 6082
Post: Petmeds Ltd, Unit 22, Angerstein Business Park, Greenwich, London SE10 0RT
What happens if I have not used the Petmeds form for the prescription?
If you have a prescription but it is not on the Petmeds form, it is valid as long as it has all the required details:
• Date, Drug, and Dosage
• Owner and Animal's Name and Address
• UK or EU Vet's Details and Signature
Can my vet refuse to provide a prescription?
No. If your vet thinks it is necessary for your pet to be on a prescription medication and you do not wish to purchase it from your vet, they are obliged to let you purchase the medication from any legal UK source.
I already have a prescription. How do I order the medication?
Once you have placed your order, you will receive an order reference number by email. Simply write that reference number at the top of the vet's prescription and send the prescription to us (by email, fax, or post). We will then have both your order and prescription and will arrange for the medication to be sent to you.
Can the medication be sent to a different address from the address on the prescription?
Yes. Legally we can send the medication to any address in the UK.
How long does a prescription last?
Prescriptions are valid for up to 6 months but may be valid for shorter periods if your vet feels it is more appropriate. Some prescriptions are valid for 28 days, depending on the type of medication.
Will I have to resend a repeating prescription every time?
Petmeds Ltd will keep your pet's repeating prescription available for future orders, as long as it is valid and has repeat dosages remaining on it. You do not need to order the full amount prescribed at one time and can leave the surplus at a later date within the six month limit.
How often can my prescription be used?
You can either get a single use prescription or a repeat prescription. This will be clearly written on the prescription. For example, a single use prescription may be for 28 tablets so you may only buy 28 tablets. If you have a repeat prescription with two repeats on it, you can purchase the original quantity of 28 tablets, and twice more after that.
Example: 28 + 28 + 28 = 84 tablets
Will I be charged a fee for the prescription?
This is dependent on your vet, and the charges will vary from practice to practice. Even with a prescription charge, you can still save money due to the reduced price of medicines purchased here.
Yes, our website is extremely secure. We use an extremely powerful ecommerce package, which is behind state of the art networking equipment and firewalls. Every measure is taken to ensure that your details are always completely safe.
Will you send my details to third parties?
No. Your details will not be given or sold to any third parties.
May I return items if I am not satisfied or they are no longer required?
You may return any non prescription items by following our returns and refunds policy. Click here to continue. Regrettably, prescription drugs cannot be returned.
Is Petmeds Ltd a registered pharmacy?
In the UK, both registered pharmacists and veterinary surgeons are legally entitled to dispense prescription medicines for animals. A company can only be a registered pharmacy if it employs a pharmacist instead of a veterinary surgeon.
We prefer to employ RCVS registered veterinary surgeons who are specifically trained in veterinary pharmacy and have experience in dispensing veterinary pharmaceuticals.
Our veterinary surgeons are regulated by the Royal College of Veterinary Surgeons (www.rcvs.org.uk). Additionally, Petmeds Ltd is inspected by and registered with the Veterinary Medicines Directorate (www.vmd.gov.uk).
All medication supplied by Petmeds Ltd is UK licensed. We do not dispense short dated items (which will expire in the near future) or use parallel imports (items which some consider can be substituted for UK goods).
