Help

Please see below a list of answers to our most frequently asked questions. If you unable to find an answer there please do not hesitate to Contact Us.

Frequently Asked Questions

Regarding Delivery - Please Visit our Delivery Page

Regarding prescription medication

How do I order prescription medication?

If you know that you want to order your prescription medication online take along a copy of our prescription proforma when you next visit the vets. To download a copy click here. The proforma ensures that the vet completes all the relevant information required and contains information about petmeds.co.uk should they require any further details of the source of your medication.

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.

However don't worry if you forget to take along the proforma they will offer to write one out for you. They must now legally offer you a written prescription as well as the actual medication.

Once you have your prescription search for the item(s) online. Either enter the medication name in the search box or look up the name from the alphabetical selection here.

Once you have selected all the items you require follow the checkout process. At the end of the checkout process you will be given an order number. Write the order number on the prescription and send it to us via email, fax or post on the details listed below.

If you have any questions on any aspect of the process please do not hesitate to give us a call on 0844 5678989 we'll be happy to help.

Can my vet insist that I purchase medication from them?

All vets must offer clients a written prescription at the time of prescribing medication. The legal changes in 2005 are designed to ensure all customers have a choice regarding where they purchase medication.

As of the 1st November 2008 new legislation allows Vet practices to charge for prescriptions at their own discretion. Charges may vary from practice to practice, unfortunately this is out of our control. The conditions for the prescription charges could also vary, for example they could charge a fixed amount per item or possibly charge per set of items.

At Petmeds, our aim is to reduce the costs associated with keeping pets healthy, this is why we have provided a link to Companion Care, they direct you to veterinary surgeries that provide free prescriptions, please note your pet will need to have a consultation with a Vet this will be subject to normal consultation fees. Click here to visit their website now.

Where should I send my prescription?

You can send you prescription by email, fax or post. Prescriptions for Epiphen/Phenobarbitone must be posted in to us as hard copies only are acceptable.

Email: rx@petmeds.co.uk

Fax: 020 8181 6082

Post: Petmeds.co.uk, Unit 23, Angerstein Business Park, Greenwich, London SE10 0RT

How often can my prescription be used?

A prescription may be repeat or non repeat. If your vet prescribes a repeat prescription they must indicate on it how many times it can be repeated. For example if the prescription is x 5 it can be used to dispense 6 lots of medication. We keep detailed accounts of all prescriptions on file and log each order against the number of repeats.

If the prescription is non repeat it can only be used once. Therefore it can be beneficial to ask your vet for a repeat prescription for treatment of long term ailments.

Is petmeds.co.uk secure?

Yes, our website is extremely secure.

We are utilising 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.

During checkout, we ask whether you would like us to save your credit card details for future purchases. If you choose this option we do not have access to view the full details they are always kept in an encrypted state.

Will you send my details to third parties?

Petmeds is concerned with the supply of animal medication not supplying other websites with client details. You details will not be given or sold to any third parties. Petmeds sends a monthly newsletter which includes some great special offers and useful information from our vets. However you can unsubscribe from that if you prefer not to receive emails.

Can I return items if I am not satisfied or they are no longer required?

You may return non prescription items by following our returns and refunds policy. Click here to continue.

Is there an Affiliate Scheme available?

Petmeds.co.uk offers an affiliate scheme with great potential. We have chosen Webgains to manage our affiliate scheme who will independently track all sales and pay your commission on a weekly basis.

To register FREE of charge with Webgains click here.

Why isn’t petmeds a registered pharmacy?

Petmeds dispensing using Veterinary Surgeons instead of Pharmacists. It was formed by pet owners, therefore when it was created we had to carefully consider who was best placed to dispense animal medication.

We still believe that UK registered veterinary surgeons that are practicing in the UK is best placed to advise on animal medication than a pharmacist. This important area is obviously under regular review.

Our veterinary surgeons are regulated by the Royal College of Veterinary Surgeons (www.rcvs.org.uk) and petmeds.co.uk by Veterinary Medicines Directorate (www.vmd.gov.uk).

All medication supplied by petmeds.co.uk is UK licensed – we do not dispense short dated (items which will go out of date soon) or parallel imports (those items which some consider can be substituted for UK goods).

Regarding ipoints

What are ipoints?

ipoints are valuable Internet Rewards and can be collected when shopping online through Pet Meds and other online retailers. ipoints can then be spent on thousands of exciting and innovative products from CDs, DVDs, books, gadgets and home and garden products to flights around the world!

How can I collect ipoints?

You can collect 10 ipoints / £1 spent on all purchases from Pet Meds. By adding items to your basket, the ipoints calculator will work out how many ipoints you're entitled too. If you log into your ipoints account or register with ipoints on the Pet Meds site ipoints will automatically be credited to your account once the item has been despatched. To start collecting ipoints on all your Petmeds purchases simply sign-in.

When will my ipoints be credited?

Your ipoints will be added to your ipoints account two weeks after dispatch of your order.

My ipoints aren't showing on my account, what should I do?

If your ipoints have not been credited to your account, you will need to take the matter up with www.ipoints.co.uk. You can contact them by clicking here, to help speed up the process please include your Pet Meds order number, your user name and the date on which the order was placed.

How can I create an ipoints account?

By simply registering in the above registration box. Please remember you must be logged into your Petmeds account before you can do this.

I have forgotten my username or password?

Just visit www.ipoints.co.uk and below the sign in form you will see text you can click on ‘username/password reminder’. Simply click here and follow the steps.

How can I see how many ipoints I have?

This information isn't stored on the Petmeds website. To see your ipoints statement please visit www.ipoints.co.uk. Once you have logged in go to the My Account section. There you can view the details of your account including your points statement and personal information.