Easter delivery updates: Please note orders placed after 22nd March will be delivered after the Easter Bank Holiday weekend.

Frequently Asked Questions

Delivery

This depends on what you order and the delivery method that you have selected. If you have ordered a medicine which requires a prescription this order will need to be approved by one of our veterinary surgeons and double-checked in the dispensary. Please note if you choose express delivery, this will be from the point the item is approved by the prescriber. This is usually within a few hours but can take up to 72 hours from placing your order.

You can select your preferred delivery method from the options below at check out. If you basket totals £29.99 or over, you are eligible for free Royal Mail tracked 48-hour delivery.

If your order contains only non-prescription items then it should be dispatched within 24 hours. If you have ordered a medicine which requires a prescription this order will need to be approved by one of our veterinary surgeons and double-checked in the dispensary. Please note if you choose express delivery, this will be from the point the item is approved by the prescriber. This is usually within a few hours but can take up to 72 hours from placing your order. Once your item has been dispatched, we will send you a confirmation email so that you can track your order’s progress. If you have not received a confirmation email, please contact us so that we can look into your order for you on [email protected] or call 0115 9070051.

Our services are only available for residents in the United Kingdom. This is because we are a registered RCVS veterinary practice premises.

There is not an option for you to select this on our checkout but if you select a DPD delivery option, then you will be able to arrange this once you have a tracking number. When your order has left our pharmacy, you will be issued with a tracking number and you can then use this to choose a pick-up shop option on the DPD website. Please note though that this cannot be arranged through us, and you will have to do this directly with DPD.

Yes. To ensure that all orders are securely being delivered to the person that they are for, we require a signature on all delivery options that we offer.

Yes, you are able to add additional shipping addresses to your account which you can then select at the checkout. However, your main address much match the address on your card.

Yes. By logging in to your account, you are able to track your parcel once it's left our pharmacy and can see when it's due for delivery. The tracking information may look slightly different for Royal Mail and DPD, but both shipping services have this available.

Payment

We accept most major payment methods including Visa, Mastercard, American Express, Apple Pay and Google Pay.

We do not accept payment over the phone and all orders must be placed online. Our phone number is designed for customer service purposes only and is not an option for actually placing an order.

There are a number of reasons that your card might decline. The first possibility is that you entered the details wrong, in which case please check carefully and try again. Another possibility is that you do not have the funds available, in which case you will need to check your bank account and contact your bank directly if you believe the funds should be there. It could also be because you are attempting to use a card that is registered under someone else's name. In order for your order to go through, you must always use one of your own cards and make sure the name matches the one on your account. If you have tried all of these things and still cannot successfully place an order then either contact ourselves or your bank.

When you put your order through, we take a pre-authorised payment to capture the funds and then only take them once the order has been approved. If your order is not approved then the pre-authorised funds will simply be released and will return to your available balance within 3-5 working days. Please note that because it's a cancelled payment, not a refund, it will not appear as a transaction on your bank statement.

Returns

Our policy does not allow for any prescribed medication to be returned – this is for safety reasons and we are not authorised to re-sell returned medication. If you have any unwanted or unused medication, you can take it to a local pharmacy and they will dispose of the products safely. Do not throw away any medicines via wastewater or household waste. Ask your local pharmacist how to throw away medicines you no longer use. We hope that you will be happy with any medication that you order from us. However, in the event that you wish to return medication to us because it is: (i) not as described; (ii) not fit for purpose; or (iii) damaged or faulty We will refund the price of the medication in full together with any applicable delivery charges and any reasonable costs that you incur in returning the item to us. We will refund you on the credit card or debit card used by you to pay. If the card that you used to pay with expires before the refund is made, please call us to provide your new card details.

For most non-prescription medication products which are bought online, you have a legal right to change your mind within 14 (fourteen) days and receive a refund. Please note that you do not have a right to change your mind in respect of products which are sealed for health protection or hygiene purposes, once these have been unsealed after you receive them; and any products which become mixed inseparably with other items after their delivery.

Once we have received and processed your returned order (which can take up to 2 weeks), it can take 3-5 working days for you to receive a refund. The amount of time can vary and is dependent on your bank.

Unfortunately, we cannot accept returns of any opened orders and especially not partially used ones. If you are unhappy with a veterinary medication then you can get in touch with us to raise a complaint.

Complaints

You can make a complaint by emailing us at [email protected]. Please try to provide as much information about your complaint as possible in your email, so that we can hopefully resolve it as quickly as possible for you.

Placing an order

It depends on the type of product that you want to order. For a POM-V medication, this is a prescription-only medication. You will need to have a valid written prescription from your vet to order this on our site. Make sure that the product you select matches the product that is written on the prescription and ensure that you select the correct strength and amount of the medication from the medicine. You will also need to upload your prescription. For a POM-VPS medication. We can issue a prescription for you to purchase this medicine. To do this, we will need more information about your pet. You will be prompted to answer some additional questions before check out. Once our vet reviews and validates your prescription, your order will be dispatched from our pharmacy to you by your chosen delivery method. Alternatively, you can obtain a valid prescription from a Vet, Pharmacist or Suitably Qualified Person and upload the prescription at check out, where it will be reviewed by our vet. For NFA-VPS medications to ensure that the medicine is suitable for your pet and that you will use it safely, please answer a short consultation. You will receive an e-mail once your order has been reviewed by our vet. For an AVM-GSL medicine, you will not require a prescription. They are often referred to as ‘over the counter’ medicines. Please make sure that you carefully read all the instructions that come with this medicine and use it in the manner that the manufacturer recommends. For SAES medicines, these do not require a prescription. They are designed to be used in small pets only. Please make sure that you carefully read all the instructions that come with this medicine and use it in the manner that the manufacturer recommends.

Yes, no problem. Make sure that the product you select matches the product that is written on the prescription and ensure that you select the correct strength and amount of the medication from the medicine. You will also need to upload your prescription. If your order is approved by veterinary surgeons, then we will automatically send this over to the pharmacy to process.

On a weekday, we are able to offer next day delivery on all orders placed before 3 pm. On a Saturday, the cut-off time is 11 am and on a Sunday, it's 12pm. Please be aware that this refers to the moment which you pay for your approved order, not from the moment you first place your order.

Delays with your order may occur due to a number of reasons, such as your order being referred to the clinical lead, or delays with the shipping service. Please check your order status within your account and feel free to contact our customer support team if you require further information.

This tells you what stage your order is at. A 'review' status means that your consultation is being looked at by a vet. A 'processed' status means your order has been approved and sent to the pharmacy. A 'shipped' status means that your order has successfully left our pharmacy and is on its way to you, using your chosen delivery method. You can then use the tracking tool to find out how close your order is before the status is then classed as delivered and complete.

If you'd like to cancel your order for any reason then please get in touch with our customer service team for assistance (phone is probably best). Please note that cancellations over the weekend may not be possible and you will not be able to cancel your order once it reaches the 'complete' status.

How it works

Our service is a convenient and safe way to have your pet medication and other products and accessories delivered to your address when you are otherwise unable to go out and get it. Our prices are inclusive, so once you have completed the order for your pet’s required products your order will be reviewed by one of our vets and the prescription will be processed in our pharmacy. It will then shipped to you using your chosen delivery method. You can read a more comprehensive version of how our service works here.

Our veterinary surgeons are all RCVS registered and they will check your questionnaire and prescription in a timely fashion and make a decision about whether the medication you are requesting is suitable or not. All decisions are final.

If our vets feel that they would like to discuss any further points about the medical information provided, then they will be in contact with you before approving or refusing the order. However, if they have decided that the order is not appropriate then their reason for refusal should be emailed to you upon the decision being made.

UK Pets is UK based and is a registered veterinary practice premises with the Royal College of Veterinary Surgeons (RCVS). The veterinary surgeons that we employ are all members of the RCVS. Our accreditations can be found and verified on our website. Our medications are purchased from exactly the same suppliers as your local veterinary practice and we stock a number of leading brands.

If your pet experiences a medical emergency, whether you feel it is linked to their current medication or not, you should always seek the attention of your local veterinary surgery. If you think your pet has suffered a minor adverse reaction to a medication that they received from us, you should consider contacting the manufacturer of the medication. Alternatively, you can contact the prescriber of the medication or our helpline on 0115 9070051 and we will assist you. All suspected adverse effects associated with licensed veterinary medicines should be reported to the Veterinary Medicines Directorate. More information can be found here: About Veterinary Medicines