Frequently Asked Questions

FAQ

We've been doing this for 13 years, in which time we've been asked a lot of questions about, how, why... we've collated these into our FAQs. So if you've got a question, have a look a at the list below, where hopefully we've got your answer.

How Do I Use This Website To Purchase My Pet's Prescription Drugs?
When your vet diagnosis indicates that your pet requires medication ask your vet to for a written prescription Find the products you require using the various search facilities
  • Order the products you require and pay for them at the checkout
  • Upload, post, email or fax a copy of the prescription to us
  • We will dispatch your products on receipt of the prescription
  • We aim to dispatch orders within two working days
What Are The Benefits Of Purchasing Prescription Drugs From Petprescription.Co.UK?
You can make massive savings on the cost of your pet's healthcare. We supply a complete range of prescription and non-prescription products at significantly lower prices than your vet. If your pet is on long-term medication for a long-term illness (such as heart failure, arthritis, diabetes, or a skin allergy) you could save hundreds of pounds over their lifetime by purchasing from petprescription.co.uk. Many insurance policies have limited cover that could go further if you purchase your animals medicines with us.
Are The Drugs petprescription.co.uk Supply The Same As Those From My Vet?
Yes - we source all our drugs from the same suppliers and the drugs you receive are exactly the same. We can only dispense exactly what your vet prescribes. We cannot offer a substitute.
What Is A Written Prescription?
A written prescription is a form that allows us to dispense your pet's medication. It is very similar to the form you would receive from your doctor for ‘human medicines’. It must contain certain information including your name and address and your pet's name. It must also detail the medication to be dispensed, your vet’s name, address, qualifications and signature, and the date it was written. Like medications in humans, some animal medications are 'over the counter' medications that don't require a prescription, whereas others are only available with a valid prescription. Please speak to your vet for information on obtaining a prescription.
What Do I Do With My Prescription?
You should send the completed and signed form to us as soon as possible via post, email or fax.
Which Products Need A Prescription And Which Do Not?
All the products requiring a written script have the red icon next to them. Only the drugs in the legal category Prescription Only Medicine - Veterinary (POM-V) require a prescription from your vet.

POM-VPS and NFA-VPS can be prescribed from petprescription.co.uk but you will need to register your pet with us. Many prescription drugs are only effective for specific problems, and could even harm your pet if used without a veterinary exam and diagnosis. Making these drugs available as prescription-only medications ensures that they are used appropriately.
My Dog Is On Long-Term Medication - How Much Can I Buy At One Time?
We can only supply what is specified on the prescription signed by your vet. If you wish to purchase larger quantities you should discuss this with your vet. You may also request that your vet allows the prescription to be repeated.
Can I Get A Repeat Prescription?
A prescription, whether repeated or not, is only valid for 6 months unless specified for a shorter period of time by your vet. Therefore if your pet is on long-term medication you could suggest a prescription for 2 months’ supply of the medication to be repeated two times additional times (making a total of three uses).
I Have Seen Some Product Information Or Information On An Illness That May Be Relevant To My Pet - What Should I Do?
For information about prescription medicines you should consult your vet. For medicines that fall into POM--VPS and NFA-VPS we would be happy to provide information, please contact us.
How Do I Confirm The Registration Status Of The Staff Dispensing Medication At Pet Prescription Ltd?
The RQP at Pet Prescription Ltd is:
Animal Health Advisor: Miss Lauren Wiseman CSQP check registration
How Do I Report An Adverse Reaction To A Veterinary Medication?
If you notice any adverse reaction to a veterinary medication, either to your pet, another animal, or yourself in the administration of the medicine, you are encouraged to report it to the Veterinary Medicines Directorate and your veterinary surgeon.
How Do I Make A Complaint To The Veterinary Medicines Directorate (VMD)?
If you would like to make a complaint to the VMD you can contact them directly via the details on their website.
My Order Hasn’t Arrived!
The first question here is did your order contain prescription items? If so, did you supply a valid prescription? We are unable to process orders until we’ve received and checked the prescription. If this is the case we will have emailed (and if we’ve got your phone number) sent an SMS. Please get in touch and we’ll work out what’s not right. If your order contained only non-prescription items it should have been dispatched promptly (normally next working day). Check with neighbours and the postman’s regular ‘parcel drop places’ to see if they left it and forgot to tell you. If the order was being delivered by courier then check your mobile as they should have sent you a text with full delivery details.

Regardless of the above, if you’d like to check the progress of an order call us on 01761 258 517or email info@petprescription.co.uk and we’ll find out what’s delayed your order.
I Am Having Tech Problems!
Give us a call on 01761 258 517 or email info@petprescription.co.uk and we’ll see what we can do to help. Obviously ‘tech problems’ can be caused by any number of things so we can’t promise to be able to fix every problem instantly. We’ll try to be as straightforward as possible, but some technical issues (eg if Paypal is down) we cannot control. In such cases we’ll let you know what we know. For major problems (eg massive power cuts etc) we’ll post updates on Facebook.
Can You Send My Order To A Different Address?
Yes. Just be sure to enter the necessary address details in the Delivery Address box at the start of the checkout process - you can have any number of these. The only limitation is that we can only send prescription products to same country as the one in which the prescription was originally written.
I’ve Forgotten My Password
This happens – don’t panic. Just click on Sign In link at the top right of the page. This will start the ‘Sign In” process. When the login box pops up, look just below the Email box but above the Password box is a Forgot Your Password link. Click this, fill in your email and the password reset procedure will start.

Next we’ll send you an email with all the necessary info. Please note that some email systems can view such emails as ‘dodgy’ (with the words “prescription”, “password” and a link in them – we can see why) this means password reset emails can get automatically marked as ‘junk’ or ‘spam’. So if the email doesn’t show up, check your Junk, Spam or Clutter folders.

If all else fails, give us a call on 01761 258 517
Can I Change My Order?
Yes, but hurry. Call us on 01761 258 517 as soon as you are sure! We always try to get orders shipped just as soon as possible, so there is a very limited time window before we post it! If we can intercept to your order before it leave our hands we’ll happily help with a change of delivery address, product or quantities. But do be quick. The same logic applies if you need to cancel an order. It makes life easier all round if we can avoid the returns process. So if you need to cancel, get in touch right away - we won’t mind!
I Want To Close My Account Or Unsubscribe From Emails
Sorry to hear that. If you wish to unsubscribe from our email newsletters then sign in and select My Contact Preferences from the My Account area. Go to the link that states UNSUBSCRIBE FROM EMAILS. Click it, re-type your email address (this is a safety measure) and we’ll cross you off the list.

To cancel or close your account just send an email to info@petprescription.co.uk that clearly states your desire to do so your account and we’ll take the necessary steps. Please note we use email addresses as our unique customer identifiers, so please be sure to send this request from the account associated with your Pet Prescription account. If you’re a phone customer and do not have an email address, then please call us on 01761 258 517 to cancel your account.
What Courier Do You Use?
DPD is our current courier.
Can I Return Goods?
Yes, you can return an order. There are however certain legal restrictions which govern the return of prescription products. For full details of our returns process and policy please see the Returns page.
Can I Return Prescription Medications?
The Veterinary Medicines Directorate prohibit us from accepting returns on prescription products. For full details please see the Returns page.
Do I Get A Refund On Returns?
If we made the error – eg sent the wrong item or it was damaged in transit – yes, absolutely. If the item is simply unwanted then yes, but you’ll need to cover the costs of returning it to us. Please see the Returns page for details.
Can I Collect My Order Direct From You?
Sadly no. We cannot offer a collection service.
How Do I Make A Complaint?
We do everything in our power to deliver the very best customer service - but we also know that sometimes, despite everyone’s best efforts, things can go awry. If you wish to complain about our service then call 01761 258 517 or write an email and use the phrase Complaint (or something similar) in the subject line then send this to info@petprescription.co.uk. Please add in as much information as you can with the complaint (eg order number, customer number, couriers etc) as this will help us work out what went wrong, work out why and to correct it. Alternatively you can lodge your complaint by post. In which case send it to the:

Head of Operations
Pet Prescription Ltd
PO BOX 171
Bristol BS31 9EG

If you have a complaint about a veterinary medicine that you do not feel that Pet Prescription has resolved satisfactorily or wish to report an adverse reaction to a veterinary medicine then please see our Prescription Information page for the necessary contact details for the Veterinary Medicines Directorate.
Can I Order On Someone Else’s Behalf?
Of course you can, but you will need to tell us you are doing so. In such circumstances we will need to check and so may contact the prescribing vet or pet’s owner directly.
Extreme Weather And Temperature Controlled Goods
If a long period of very hot weather is forecast we’ll do our best to warn customers who regularly purchase refrigerated products that there is likely to be a suspension in the dispatch process. If this predicted hot weather happens and we suspend dispatch of refrigerated products, we’ll put information on our website to this effect and send emails and SMS to any customers who have orders pending. We will still take orders, but hold all refrigerated orders until it is safe to send them.
The same applies for really cold weather or if snow disrupts transport services.
How are Temperature Controlled Products sent?
We send temperature controlled products in boxes lined with insulating foam. The products are then packed with ‘ice packs’ to maintain a constant temperature during the delivery process.
If An Item Is Out Of Stock Will You Let Me Know
We try our very best not to list any out of stock products – but some orders do get through. For the vast majority of these the item will available again the next and so dispatched with only 1- day’s delay. For any longer term out of stock products we will contact you directly. Where we can reasonably expect that the product to come back in stock in the near future we will offer you the choice of waiting or a refund. Where a product is long term out of stock we’ll offer a full refund.
Do You Give Advice By Phone Or Email?
We cannot offer veterinary advice over the telephone or by email. Our customer care team can advise you on certain matters (eg flavours, formulations and how to calculate the number of worming tablets you need) but they cannot offer veterinary advice.
Can I Speak To Your Vet?
No. We have to be strict on this one. The RCVS require an animal to be under a vet’s care or to be presented to a vet in order for them to treat or advise on medical matters.
Can I Update The Prescription Details Myself?
You can change order details (such as delivery address or amount), but the prescription itself can only be amended by the prescribing veterinary surgeon. It is against the law to alter a veterinary prescription and any instances will be reported.
Can My Vet Insist That I Have To Post You The Original Prescription?
Yes. If the prescribing vet stipulates on the written prescription that the original must be presented, then we cannot accept scans, photos or faxed versions. In such cases we, before we can dispense, we have to receive the original prescription by post.
If your vet tells you that they are going to apply such a condition, be sure to ask for a “repeat” so that you get the maximum value from the purchase fee!
As for where you send it. Pop it in the post to:

Pet Prescription Ltd
PO BOX 171
Bristol BS31 9EG