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Help & FAQ's
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
Is Petmeds.co.uk secure?
Will you send my details to third parties?
Can I return items if I am not satisfied or they are no longer required?
Is there an Affiliate Scheme available?
Why isn’t petmeds a registered pharmacy?
Will you send my details to third parties?
Can I return items if I am not satisfied or they are no longer required?
Is there an Affiliate Scheme available?
Why isn’t petmeds a registered pharmacy?
Regarding ipoints
What are ipoints?
How can I collect ipoints?
When will my ipoints be credited?
My ipoints aren't showing on my account, what should I do?
How can I collect ipoints?
When will my ipoints be credited?
My ipoints aren't showing on my account, what should I do?
How can I create an ipoints account?
I have forgotten my ipoints username and password?
How can I see how many ipoints I have?
I have forgotten my ipoints username and password?
How can I see how many ipoints I have?
Regarding Delivery
When will my item be dispatched?
Most orders received before 2pm are dispatched the same day via 1st class post. In any matter, your order should be dispatched within 3 working days. If you would like to check stock availability, you can call us freephone on 0844 5678989
Can I opt for Guaranteed/Special Delivery?
Yes, a Special Delivery option is available at checkout. Please contact us to check that the item is in stock if you require guaranteed next day delivery.
How will my food order be sent?
All bulky orders are sent via Parcel Force with a guaranteed 24 hour delivery from the date of dispatch (not the date of order)
How will you keep me informed?
You will be emailed when your order is dispatched. You can also track the status of your order anytime buying logging in to your account. If there are any problems with your order, you will be contacted by our customer services team. Therefore please make sure you supply us with the contact number you are most readily contactable on.
How is postage calculated?
Everything except heavy items such as food has Free 1st Class Post Delivery. For food orders, we simply charge £3.99 but waive this if the order is £35.00 or more. Remember, Petmeds should always be the cheapest. If we're not, call us so that we can beat the price you found elsewhere.
Do you deliver outside the UK?
We do not deliver outside of the UK and in particular we will not send any items to North America under any circumstances.
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.
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 Freephone on 0800 043 0848 we'll be happy to help.
Can my vet insist that I purchase medication from him?
All vets must offer clients a written prescription at the time of prescribing medication. The legal changes in 2005 are designed to ensure all customer have a choice regarding where they purchase medication. Your vet may apply an administration fee to written prescriptions but this must apply to all medication - ie they must also charge this fee to clients who purchase their medication from them.
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
Post: Petmeds.co.uk, Unit 14, 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.
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 registered FREE of charge with Webgains click here.
Why isn’t petmeds a registered pharmacy?
Petmeds 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 a UK registered veterinary surgeon that is 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 Pet Med 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 Pet Meds 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 Pet Meds 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.
