Frequently Asked Questions

Why Hasn't My Order Arrived?

Does your order contain prescription items?

For Prescription Orders:

• Have you provided us with your vet’s prescription? We are unable to dispatch any prescription medications until we have received and checked a valid vet prescription. The details on how to do this will have been emailed to you following your order, or you can find out more on our Prescription Information page.
• If you are looking for an update on your prescription order or there is a problem with the prescription you have provided, please get in touch with us, and we can update you on your order.

For Non-Prescription Orders:

• Non-prescription items are dispatched promptly following the confirmation of your order, which will be emailed to you. You will also have received an email informing you when your order has been dispatched with a unique tracking number so you can track your order. You should also receive delivery updates from your chosen delivery provider.
• If your order is marked delivered, please check with neighbours or any “safe places” where your order may have been left if you weren’t in at the time of delivery.

However, if you would like to check the progress of your order, please call us on 01761 250 850 or email contact@petdrugsonline.co.uk, and we’ll help in any way we can.

How Long Will it Take for my Order to Arrive?

The time it takes for your order to be delivered depends on the contents of your order (due to safety checks, prescription orders may take longer) and your chosen delivery method. All of our orders (inc. prediction orders) are dispatched Mon-Fri, and there are no postal pick-ups on weekends.

You can find out more about delivery times and all other information on how your order will be delivered on our Delivery Information page.

How do I Use a Discount Code?

Discount codes are applied on the Shopping Cart page beneath your order summary. Right-click the + beside Add Your Discount Code, and the drop-down will show the discount code box. Input your code here and click Apply. Your code will then be applied, and the offer will be discounted from your total.

An error message will be displayed if there is an issue with your discount code. Check you have input the code correctly and that the offer is still in date. If you are still having problems, please contact us, and we will help resolve the issue.

Can I Change or Cancel my Order?

In some cases, we may be able to amend or cancel your order, but you must be quick! There is a very limited window in which we can amend or cancel your order, as we aim to get your order dispatched as soon as possible.

If you want to change or cancel your order, please email contact@petdrugsonline.co.uk as soon as possible, and we will do all we can.

Please note we cannot amend or cancel orders that have already been dispatched, and in most cases, we cannot amend food orders, especially for products over 1.5kg, as these are not stored at our main warehouse due to space.

Can You Send my Order to a Different Address?

Yes. Just input your desired delivery address on the Delivery Options page at the checkout.

Please note we cannot send prescription medications outside of the UK, and the prescription needs to be from a vet in the country of origin.

Can I Come and Collect my Order from you Directly?

Unfortunately, we are unable to offer a collection service for any orders.

Can I Order Prescription Medication For Someone Else Using My Account?

Yes, but you will need to inform us that you are doing so. For safety reasons, in these circumstances, we may need to contact the prescribing vet or pet’s owner directly when checking the prescription.

Will You Contact Me if an Item I Order is Out of Stock

Our system is designed to prevent the sale of any out-of-stock products. However, in some instances, orders may still go through if the item is not stored at our warehouse. In the majority of these cases, the product is in stock the following day, and your order will be dispatched with only one day’s delay.

If a product is out of stock longer than expected, a member of our team will contact you directly. Depending on when the product is expected to be back in stock, a member of our team will either ask if you would like to wait for the item or offer a full refund.

I'm Having Technical Problems. Can You Help?

Technical difficulties can be due to a number of things, so we can’t guarantee we can solve your problem on the spot. However, please email us at contact@petdrugsonline.co.uk, and we’ll do whatever we can to help.

Please note some technical problems are out of our control(e.g. if PayPal is offline). In these instances, or if there are any major technical issues (e.g.country-wide power outages), we will post updates on our Facebook and Twitter accounts.

I've Forgotten my Password

It happens to the best of us. If you forget your password, just click the Forgot Your Password link that can be found above where you type in your password on the Sign In box. Input your email, and we will start the password reset process by sending you an email with all the necessary details.

Please note password reset emails may be sent to your Junk Folder, so be sure to check your Junk, Spam, or Clutter folder for this email.

Your passwords are vital to your data security, so make sure to use a strong password for your account to keep your information secure. You can find more information on creating a strong and secure password with Google Support.

How Do I Unsubscribe/Delete my Account?

You can unsubscribe from our email newsletters by signing into My Account. Go to My Contact Preferences, where you’ll find a link that states Unsubscribe From Emails. Once you validate your email, you’ll be removed from our mailing list.

To delete your Pet Drugs Online account, please email contact@petdrugsonline.co.uk from the email associated with your account(this is how we are able to identify your account) and state clearly that you wish to delete your account, and we will do this for you.

If you’re a phone customer and do not have an email address, call us on 01761 250 850, and we will delete your account for you.

How Can I Send my Prescription?

We need a valid vet's prescription before we can dispatch any prescription medications. For the majority of our prescription products, this can be done by uploading a copy of your prescription online at the checkout. Detailed instructions on how to do so can be found on our Prescription Information page.

Controlled Medicines
For a small number of our prescription products (known as Scheduled or Controlled medications), we are required by law to obtain the original physical copy of your vet's prescription. You will be informed if this applies to your order either at checkout or over the phone. In this instance, you’ll need to send the original prescription written by your vet with your order number written on it (Post-Its or paperclips can easily get separated) to us at:

Pet Drugs Online
Unit 7B, Burnett Business Park,
Gypsy Lane,
Keynsham, Bristol,
BS31 2ED

There are time limits on these prescriptions, so make sure you send it as soon as possible after placing your order, or we won’t be able to fulfil it. For peace of mind, send your prescription to us via a Signed method, so you can check that it arrived.

Human Medicines
In some instances, your vet may prescribe a non-veterinary medicine for your pet (they will use the word “cascade”). You can still purchase these from us, but only by telephone order. Call our Customer Service team on 01761 250 850, and they will walk you through the process, including how to get your prescription to us for these particular products.

Can a Vet Insist I Post the Original Prescription to You?

Yes. If the prescribing vet stipulates on the written prescription that the original must be presented (such as in some of the cases mentioned above), then we cannot accept any scans or photographs of the prescription. You will need to post your prescription to us at:

Pet Drugs Online
Unit 7B, Burnett Business Park,
Gypsy Lane,
Keynsham, Bristol,
BS31 2ED

Full details on how to post your prescription can be found on our Prescription Information page.

Can I Drop Off My Prescription?

Absolutely! If you live locally and it’s easier for you to drop your pet’s prescription off in person, then that’s fine with us. Simply post the prescription through our letter box but make sure you include all the details we ask for with postage prescriptions as found on our Prescription Information page.

Please note, you cannot pick up your prescription from us.

Can I Change Any Information on my Pet's Prescription by Myself Without Going Back to the Vet?

The prescribing vet is the only one who can amend your pet’s actual prescription. However, you can alter some of your order details, such as your delivery address and the amount you order.

It is against the law to alter a veterinary prescription, and any instances of such will be promptly reported.

Is it Normal for a Vet to Charge for a Prescription?

Yes. While your vet must write you a prescription for off-site fulfilment if requested, they are within their right to charge a reasonable fee for doing so. This is normally between £20-£25.

If you want to get your money's worth, you can ask your vet for a repeat prescription, which can be used multiple times.

How Long Does a Prescription Last?

The time a prescription remains valid varies. In most cases, the prescription is valid for 6 months from the date of issue. Certain prescriptions, however, are only valid for 28 days after the date of issue.

All prescriptions will specify to us the maximum amount of medication that can be purchased using it. Once the expiry date or maximum prescribed limit is reached, the prescription is deemed “exhausted” and cannot be used again. Full details on the prescriptions we can accept are covered on our Prescription Information page.

What Happens if the Weather is Too Hot or Too Cold to Send Refrigerated Items?

Sometimes, the weather is too hot or cold for us to dispatch refrigerated items safely. In these instances, we will do all we can to inform customers their orders may be suspended until it is safe to dispatch them.

Any information relating to suspended shipments will be posted on our website, and we will inform customers with pending orders via email about any delays in dispatch. We are still able to take orders if the weather is too hot or cold to ship refrigerated items. However, these orders will be put on hold until it is safe for us to dispatch them.

How are Refrigerated Items Packaged?

All of our refrigerated items are packaged in Woolcool® packaging in order to keep them at their optimum temperature. More information on how Woolcool works can be found on their website.

What Happens if Refrigerated Items Arrive Warm?

Any refrigerated products are only suitable for use at the specified temperature on the product packaging. If the product is cool, this is fine, but the product is not suitable to use if it is warm.

If you have any concerns about a refrigerated product that has been delivered to you, please contact us immediately via email at contact@petdrugsonline.co.uk, and we will advise you on what to do next.

Can I Return Prescription Medications?

Our governing bodies, the Royal College of Veterinary Surgeons and Veterinary Medicines Directorate, prohibit us from accepting returns on prescription products. For full details, please see our Returns page.

Can I Return Non-Prescripton Medications?

We are able to accept returns of non-prescription products within 14 days of receiving your purchase, so long as they are unused and in their original packaging.

Unfortunately, we cannot pay for the cost of returning an item unless the item itself is faulty or we’ve sent the wrong thing. We also cannot accept a return if a product has been opened or used. For full details, please see our Returns page.

Will I Receive a Refund if I Return Something?

If we made an error with your order (e.g. we sent the wrong product or the product was damaged in transit), then you will receive a full refund, including postage costs.

If the product is simply unwanted, then yes, you will receive a full refund for the product so long as the terms of our returns policy are met. However, we are unable to cover the cost of postage for returning unwanted items. For full details of our returns process and policy, please see our Returns page.

How Can I Make a Complaint?

We recognise that, despite everyone’s best efforts, mistakes can be made, and things can go wrong. We’re only human, after all.

If you wish to make a complaint about our services, you can email your complaint to contact@petdrugsonline.co.uk and clearly state in the subject line you would like to make a complaint. Please add as much information as possible about your experience (e.g. your order number, customer number, couriers etc.) and grievance, as this helps us analyse what went wrong, why, and how we can make things better.

You can also lodge a complaint via post by sending your complaint in a letter to:

Head of Operations
Pet Drugs Online
Unit 7B, Burnett Business Park,
Gypsy Lane,
Keynsham, Bristol,
BS31 2ED

If your complaint is about a veterinary medicine that you feel Pet Drugs Online has not resolved to your satisfaction, or to report an adverse effect a veterinary medicine has had on your pet, then you can find the contact details for the Veterinary Medicines Directorate on our Prescription Information Page.

Can You Give Advice Over the Phone?

Our Customer Care Team can only advise on certain matters relating to our products or services, such as flavours of food, formulations, how to calculate the number of worming tablets needed, etc. We cannot offer any veterinary advice.

Can I Speak to Your On-Site Vet?

No, and there are no exceptions to this. The RCVS requires, by law, that an animal be under a vet’s care or be presented to a vet in order for them to treat, diagnose, or advise on any medical matters.

We do not have any on-site facilities for animal examination or treatment and cannot offer any medical advice.