Delays with your order may occur due to a number of reasons, such as your order being referred to the head vet, 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.

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 'dispensing' status.

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.

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. 

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.

On a weekday, we are able to offer next day delivery on all orders placed before 3 pm. 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.

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

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.

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.