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My Delivery

Prescriptions, how does it work?

Returns and Refunds

 

My Account

My Account

 

How to place an order?

 

Payments and Vouchers



We realise shopping online can be frustrating at times so we’ve tried to think of all the possible issues you might face and give detailed answers below.
If you still can’t find a solution to your problem don’t hesitate to chat to us live via our Online Help or just Contact Us.

Product Information on Veterinary Medicines:
The Veterinary Medicines Directorate (VMD) provides a product information database which details all veterinary medicines in alphabetical order. Here you will find details of all veterinary medicinal products currently authorised in the UK together with a list of suspended and recently expired products. Homeopathic products and Specified Feed Additives are also listed.
Click to visit the VMD Product Information Database

In the event of an adverse reaction to an animal medicine, click to submit a report directly to the VMD.


My Delivery -

What is the delivery cost?
When will you send my order?
When will I receive my order?
How do you send my order?
Where is my order?
The tracking on the carrier’s website doesn’t show any information, what should I do?
My order has been sent but I still haven’t received it, what should I do?
How long do I have to wait without receiving my goods before you can resend my order?
What happens if I am not here when my order is delivered?
My order has arrived damaged, what do I do?
My order has arrived but an item is wrong / missing?
I have ordered but I still haven’t received the “Your order has been sent” email, why?


What is the delivery cost?
To see a full list of the delivery costs depending on where you live, please click here.
Please note that if your order exceeds a set amount the delivery cost will be free so check the chart for the free delivery limit where you are.

 

When will you send my order?  
If the products you have ordered are in stock and you order early enough in the day, your order can be dispatched on that same day! Usually however, orders are sent the following working day to placing the order. Any order placed after 5pm on any given day will not be processed until the following working day then sent  the day after that. All our orders are sent from Monday to Friday with no dispatches over the weekend.
Generally, if you order before 5pm, your order is dispatched the next working day.

When will I receive my order?
Any order can take on average 2-5 working days to be delivered to a UK address and 5-10 working days for a Continental European address. Check the delivery chart for a full breakdown of each region here.
 
How do you send my order?

Heavy parcels (over 1kg) are sent by courier service and lighter items are sent by post. Any Prescription medications are sent by Recorded Signed for Post so you must ensure you are available to receive the order on the given date for delivery.

Some items require special conditions of carriage such as refrigeration. Please note that we cannot send these kind of goods at all on a Friday but more so it is your responsibility to ensure someone will be able to receive these goods on the delivery date or else risk the perish of the goods at your cost. Any items sent like this are sent on a signed for 24 hour delivery service.

Where is my order?
Any order takes on average 2-5 working days to be delivered to a UK address and 5-10 working days for a Continental European address. So your order may just be on its way. You can always check the online tracking information provided in the “Your order has been shipped” email for more precise information and follow your order on DPD's website.
If you have been waiting longer than the stated times, or have not received any tracking information then please don’t hesitate to contact our customer service team.
The tracking on the carrier’s website doesn’t show any information, what should I do?
The tracking information of your parcel is only available on the website of the couriers after your order has been collected. Please note however that you may need to wait up to 24 hours before any precise information is made available from the relevant scans.

My order has been sent but I still haven’t received it, what should I do?
Firstly, please check the tracking information online using the tracking number and relevant website provided. If the information says your parcel is still on its way, we ask that you wait until the parcel arrives in due course.
Please double check the delivery address and any delivery instructions given to minimise the risk of any confusion.

If the information online is not sufficient or you don’t have a tracking number for a small parcel sent by the Royal Mail, then please don’t hesitate to contact our customer service team after the stated delivery timeframe has passed.

How long do I have to wait without receiving my goods before you can resend my order?
If your order has been sent by Courier then this should never happen but if it is not with you in 2-3 working days after the date you had your “shipped” email then please contact us and we can look in to this for you. For all Royal Mail orders we have to wait for 15 working days from the date of dispatch before we can re send an item.
For ALL prescription orders you would need to contact us by phone to talk to the pharmacy team on 0844 585 7777.

What happens if I am not here when my order is delivered?
Our couriers will do their best to deliver and will try 2 neighbours either side of your property or find a safe location hidden from view to leave the parcel. If this is not possible however, you will be left a calling card from and you should then contact them directly to rearrange a delivery.
If the item is small enough and does not require a signature, it will be simply posted through your letterbox.
If the item has been sent by Royal Mail and requires a signature (all prescription medicines are sent in this way) your order will be taken back to your post office and you will have a card to contact them accordingly.

You can of course contact our customer service team directly on 0844 585 7777 over any delivery issues and we will endeavour to get them resolved.

My order has arrived damaged, what do I do?
Firstly, we advise you check the condition of the parcel before signing for it. It is good to check both the inside and outside and ensure you are satisfied with the condition of the goods. In the event of extreme damage, it would be best to refuse the delivery and instruct the courier to return the parcel to us. Then, contact our customer service department immediately and inform us of what has happened so we can get a replacement sent out.

If you have accepted the parcel before realising it was damaged, or the parcel has been left in a safe place when you were not around to inspect it, then we ask you take a picture of the damaged items and contact us as soon as possible so we can take the necessary action and resend an item or refund you accordingly. Please note that our return policy states that all damaged goods have to be reported within 60 days of the order otherwise we reserve the right to reject your request. For more information please see our returns and refunds policy in full.
My order has arrived but an item is wrong / missing?
Please feel free to email us on info@MedicAnimal.com or call with your order number to report this within 60 days of receiving your order. Please have your invoice to hand as we will ask for the 2 numbers from the bottom of the invoice for picked by and packed by for quality control purposes. We can then get the correct or missing item out to you and arrange the return of an incorrect item.

I have ordered but I still haven’t received the “Your order has been sent” email, why?

First and foremost, please double check that this email has not arrived in your spam folder. To avoid this happening, we recommend you add info@MedicAnimal.com to your contacts.
If you have checked and your email has definitely not arrived, there are a few reasons for why an order will be put on hold :
  • We dispatch our orders from Monday to Friday so if your order was placed between Friday evening and Sunday, it will be processed the following working day.
  • If your order contains any products requiring a prescription then your order will not be sent until we get the prescription. Check your order confirmation as it will say in this email whether you need a prescription or not. Click here for information on how to get the prescription to us.
  • If you have sent a prescription to us, it’s possible that all the necessary legal information is not there and so we have to contact your vet clinic to validate it. If this cannot be done within the same working day of having received it, you will get an email notification from our pharmacy so please check for this email and feel free to contact us for any additional information.
  • The products are not in stock and therefore we cannot dispatch your order. You will get an email from us informing you so please check your emails for an email of this type.
  • Your payment was not made successfully or the order process not complete. Again you will receive an email from us informing you of the situation so please check for this.

If none of the above apply to your order and you have no contact from us whatsoever, then please contact our Customer Service team with your order number.

 



Prescriptions, how does it work? -

I would like to order a prescription medicine, what should I do?
Is it enough to simply fax or scan/email my prescription to you?
How do I know if I need a prescription for this product?
Why do some veterinary medicines require a prescription and others do not?
How long is my prescription valid for?
What information should be on my prescription?
Which service at MedicAnimal deals with my prescription?
What happens if some details (information) are missing on my prescription?
Can I use the same prescription multiple times?
How do I order repeats for a prescription on file from a previous order?
How will my prescription medicines be delivered?
What if my pet has a reaction to the medicine supplied?
Who should I contact if I need to discuss my prescription?

Prescription medicines are processed and dispatched under strict regulations and any order placed for those products will differ from other regular orders. Please check below for answers to the most common questions you may have regarding prescription medicines. .

I would like to order a prescription medicine, what should I do?
Follow the 3 easy steps that allow you to have your prescription dispensed and delivered quickly and safely.
  • 1: Obtain a prescription from your vet
  • 2: Place your order online and write your order number at the top of the prescription.
  • 3: Send us your prescription by one of the methods listed below:
By Post: MedicAnimal, Units 3-6, Frogmore Industrial Estate, Acton Lane, Park Royal, London, NW10 7NQ
By Email: rx@medicanimal.com
By Fax: 0870 921 2233

 

Is it enough to simply fax or scan/email my prescription to you?
We accept faxed or scanned prescriptions however we still require the original paper prescription to be sent to us by post within 30 days of placing your order and require that you do this before any repeats on your prescription can be filled.*Please note we cannot accept faxed or emailed prescriptions for Epiphen as it a controlled drug and only the original prescription is acceptable.

 

How do I know if I need a prescription for this product?
“This product requires a prescription” will appear in red on the product page.
You will also receive a confirmation email detailing every necessary step regarding the prescription.

How long is my prescription valid for?
Prescriptions are valid for 6 months from the date of issue. This means you have 6 months from that date in which to use your prescription, including any repeats. After 6 months have passed your prescription expires and you need to obtain a new one, even if you have not purchased the full amount of medication it allows.

What information should be on my prescription?
There are a number of details your prescription needs to have in order to be valid. These are:

• the name, address and telephone number of the person prescribing the product;
• the qualifications enabling the person to prescribe the product;
• the name and address of the owner or keeper;
• the identification (including the species) of the animal or group of animals to be treated;
• the premises at which the animals are kept if this is different from the address of the owner or keeper;
• the date of the prescription;
• the signature or other authentication of the person prescribing the product;
• the name and amount of the product prescribed;
• the dosage and administration instructions;
• any necessary warnings;
• the withdrawal period if relevant; and
• if it is prescribed under the cascade, a statement to that effect

If any of these details are missing we may need to contact your vet to confirm or ask for a new prescription.


Why do some veterinary medicines require a prescription and others do not?
Authorised veterinary medicines fall into four main legal categories

POM-V : refers to prescription only medicines- Veterinarian.

• A medicine which must be prescribed by a veterinarian to animal(s) under his care following clinical assessment, and which may be supplied by a veterinarian or pharmacist in accordance with the written prescription (only the product(s) specified in the prescription can be supplied and not an alternative) Please note: it is an offence for a person to submit a fraudulent prescription to obtain veterinary medicines and for a person to amend a prescription unless authorised to do so by the prescriber. Any suspected cases of fraud or tampering with a prescription will be referred to the appropriate enforcement body

POM-VPS: refers to prescription only medicines – Veterinarian, Pharmacist or SQP.
• This class of medicine may be prescribed by any Registered Qualified Person (RQP - a veterinarian, a pharmacist or an appropriately qualified SQP (Suitably Qualified Person). A clinical assessment of the animal(s) is not required when prescribing this category of veterinary medicine and the animal does not have to be seen by the prescriber.
• Sufficient information about the animal and the way it is kept must be known to the prescriber in order to prescribe and supply appropriately.
• We may need to ask your extra questions about your animal before we supply or ask for additional information such as a horse passport for some Equine medicines.

NFA-VPS:
• A medicine which may be supplied by an RQP (a veterinarian, a pharmacist or an appropriately qualified SQP) provided the requirements for supply are met. These medicines do not require a prescription.
• We many need to ask some extra question before we supply this class of medicines to ensure we supply a product that is correct for your animal.

AVM-GSL:
• There are no restrictions for the supply of AVM-GSL medicines and anyone can supply them.

Are we authorised to sell veterinary medicines in the UK ?

Yes. We have a team of Vets, SQP’s and Pharmacists who deal with your prescriptions and medicine orders.

We are a registered pharmacy with the General Pharmaceutical Council of the UK . Our registration number is 1111285 and can be checked at http://www.pharmacyregulation.org/registers/pharmacy/registrationnumber/1111285

We are also registered with the Royal College of Veterinary Surgeons
(RCVS Premises Reference Number: 7029306)


Our RQP(S) are :

Vets

- Andrew Bucher BVSc MRCVS
- Emma Flattery BVSc,MRCVS
- Paloma Peribanez MRCVS

Check their registration at http://findavet.rcvs.org.uk/check-the-registers/

Pharmacists

- Shabnam Khademian
- Bruno Francione
- Anna Paonne (Superintendant Pharmacist )
- Darina Toncheva

Check their registration at http://www.pharmacyregulation.org/registers/pharmacist

SQP’s (Suitably Qualified Person)

- Manuel Silva
- Arthur Bananuka
- Evelin Matyas
- Rhys Caines
- Caroline Cousins
- Hayley Peters
- Nikesh Pabari
- Khenh Do
- Rebecca Vohl
- Ieva Seidyte

Check their registration at http://www.vmd.defra.gov.uk/registers/sqpregister.aspx


Can I use the same prescription multiple times?
If you r pet requires long-term treatment make sure to have your vet fill in the number of repeats your prescription allows. This will allow you to re-order without having to provide a new prescription each time. Once all repeats have been used, or your prescription expires, you will need to provide a new prescription.

Please note however that a veterinary prescription can only be valid for a maximum of 6 months under UK law.

How do I order repeats for a prescription on file from a previous order?
If you have sent a prescription in for a previous order within the last 6 months and know that the prescription can be repeated to cover this new order, you have nothing else to do. You will simply receive an email confirmation when your order is being dispatched. Please let us know if you have not received your order within 5 days.

How will my prescription medicines be delivered?
For safety purposes, prescription medicines are delivered to you on a signed for service whether we use a courier or Royal Mail. Smaller items are sent out by 1st class recorded delivery whereas heavier goods are sent by courier service both of which need to be signed for.

What if my pet has a reaction to the medicine supplied?
Contact you vet immediately for advice on any reaction your pet has had with a product. Report any suspected adverse reactions to the VMD via the following link: https://www.vmd.defra.gov.uk/adversereactionreporting/

Who should I contact if I need to discuss my prescription?
If you need to talk to us about prescription medicines or any aspect of our prescription service or would like some advice from one of our qualified persons (Vet, Pharmacist, SQP) please write to:

MedicAnimal
Units 3-6, Frogmore Industrial Estate
Acton Lane, Park Royal,
London NW10 7NQ
United Kingdom

Email:rx@medicanimal.com

Fax: 0870 921 2233

Or alternatively Phone : 0203 002 2164

If you have a complaint about our prescription service, please write to:

Anna Paonne, Superintendent Pharmacist
MedicAnimal
Units 3-6, Frogmore Industrial Estate
Acton Lane, Park Royal,
London NW10 7NQ
United Kingdom

or Email:anna.paonne@medicanimal.com

or Tel: 0203 002 2164

For serious matters in relation to veterinary medicines, and only if the matter could not be satisfactorily resolved by us, click here to contact the VMD directly. The VMD is a Government agency responsible for licensing veterinary medicines and making sure that they’re manufactured and supplied according to the Veterinary Medicines Regulations.


Returns and Refunds -

Returning a product, how does it work?
I am still waiting for my refund, what should I do?

 

Do you wish to cancel your order or return an item bought on our website? We will do our best to make it as easy as possible for you!

For a return or cancellation of your order, please contact our Customer Care Service on 0844 585 7777 or send us an email at: info@MedicAnimal.com.

Returning a product, how does it work?

  • Medicines:

We regret that we cannot, by law, accept returns of any medication including all flea treatments and wormers. If you return a medicine to us all we can do is dispose of it for you as it cannot be resold.

If we made a mistake (for example if we sent you the wrong product) we will accept returns for replacement if notified within 60 days of the order being placed.

  • Other Products:

If for whatever reason you are not satisfied with any other item you have purchased from us, you may return it if you notify us within 7 working days of receiving it. The product must be in its original packaging, unopened and in a re-saleable condition and the cost of collection or return will remain at your charge. We only accept returns for products that have been purchased through us.

If your delivery address is outside the EU, we will retain the delivery fee.

If for any reason you return is a result of an error on our part, it will be accepted if we receive the product within 60 days of the order.

Any return which does not meet the conditions set forth above will not be refunded or replaced.


I am still waiting for my refund, what should I do?

Delays may occur in the reception of a refund, depending on your bank. If the funds have not appeared on your account within 10 working days after notification of the refund, please do not hesitate to contact our customer care team who will investigate thoroughly for you.

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My Account -

Why should I create an account?
How can I create an account?
How do I access my account?
What is my Login?
Can I change my Login?
I have change email address, how can I access my account?
I have lost my password, what should I do?
How can I change my password?
The new password I have been given does not work
I would like to modify my address for delivery
I would like to modify my email address
How can I refer a friend?

 

Why should I create an account?
You will need to create an account before you can place an order.
After creating this account, you will easily be able to check your order history, access all your personal details and place a new order with only a few clicks!

 

How can I create an account?
To create an account, please click on new user at the top of the homepage and then simply fill in the appropriate information. Please remember that the site is case sensitive and you will need to always enter your email address and password as you set them when you create your account.

 

How do I access my account?
From the front page, simply click on the “sign in” link at the top right corner.
In the left field (existing customer), enter your username and password and click “sign in”. Once you are signed in, you can click on “my account” in the top right of the screen and from there, you will be able to:

  • Edit all your personal details and change your password
  • Edit your personal contact details (address, phone, contact email)
  • Edit your pet’s details
  • Edit your payment details
  • Check your referrals
  • Check your messages

By clicking on the “order history” tab, you can access any information regarding your current or existing orders and then recreate those orders quickly and easily as and when you require.

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What is my Login?
Your Login is the email address that you provided to us when you registered with MedicAnimal. It’s usually your email address. If you have more than one email addresses, try them all.

If you really can’t remember which email address it was, send us an email with your full name and address (the one you used to register on MedicAnimal) and we will do our best to find and send you your username as soon as possible.

 

Can I change my Login?
Unfortunately we cannot modify your username. Your username will therefore stay the same as what you entered when you initially opened your account.

 

I have change email address, how can I access my account?
Even if you have added a different email address to your account, your username (email required to log in) will stay the same as the email address you used when registering with us. However, for any communications between us, please update your email details by clicking on « contact information » on your account.

 

I have lost my password, what should I do?
If you have lost your password, please click on “sign in”, and in « forgot password » space, enter your email address and click on “reset password”.

A new password will be created by default and sent to your email address. Use this new password to log into your account. Once in your account, we recommend that you modify your password to something more personal and therefore more secure.

 

How can I change my password?
You can modify your password by clicking on “my account” – “personal information”.

 

The new password I have been given does not work
It may be because you are trying to log-in with the wrong username. Your Username is the email address that you provided when you registered with MedicAnimal. So try your normal email address or if you have more than one email addresses, try them all.

If you really can’t remember which email address it was, send us an email with your full name and address (the one you used to register on MedicAnimal) and we will do our best to find and send you your username as soon as possible.

 

I would like to modify my address for delivery
You can easily do this by accessing “your account”. Then under the “contact information” tab, click on “update” and modify your delivery address as required. To finish, click “save” and it’s all done for you!

Alternatively you can add a “new address” when at step 2 of the checkout process when selecting the delivery address for your order.

 

I would like to modify my email address
You can easily do this by accessing “your account”. Then under the “contact information” tab, click on “update” and modify your email address as required. To finish, click “save” and it’s all done for you!

How can I refer a friend?
You can easily do this by accessing “your account”. Then under the “referral” tab, click on “referral program” and follow the instructions.

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How to place an order? -

1.    Log in
The first step in placing an order is to log in by clicking on « sign in », in the top right hand corner of the page. If you have not yet created an account, just follow the instructions here.

2.    Search for your products
There are several ways for you to find the product you are looking for. You can either browse by categories or use the search tab on the top right hand corner of the page.

•    Search engine:
Use the search tab on the top right hand corner of the page. You can search by brand name (e.g. Royal Canin), by product name (eg: Royal Canin Feline Urinary), a part of the name (e.g.: Feline Urinary or Urinary), or by product type (eg: shampoo).
If you cannot find it straight away, please try several key words such as those mentioned above.

•    By category:
Search by category using the navigation menu. For example, if you are looking for Royal Canin Feline Renal, go to the "Cats" section and click the sub-category link for "Renal & Liver."


3.    Select your products
Simply search by category by using the search menu. For example, if you are looking for Royal Canin Feline Urinary, just click on “cats” then click on “renal and liver”.

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4.    Access your basket
Once you have selected the products you wish to purchase, just click on the “basket” button to show a list of the products you have selected, and proceed to order.

If you have a promotional code, you can add it at step 1 of the ordering process, in the box at the top of the page. You can remove or modify quantities of the products ordered.

Finally, just click on “continue checkout”.

5.    Choose your delivery address
You can either use a delivery address already linked to your account or enter a new one but remember to add any delivery instructions if necessary.

6.    Payment
For more information on the payment process, please click here.

7.    Validate your order
Remember to check that all information entered is correct then click on “confirm order”.

8.    Your order number
Once your order is confirmed, you will be given an order number that will look like this: #123456. Your order number will also appear on the confirmation email you receive moments after you have confirmed the order.

9.    Order History
You can access any information regarding your order at any time, by simply clicking on the “order history” tab.

10.    Cancel / Modify your order
Once your order has been created and approved, you will only be able to modify it or cancel it if you contact us on the same day. If you placed your order during the week end, you will need to contact us on the Monday at latest.

 

11.    Order over the phone
You can of course place your order over the phone and our customer care team would be glad to assist you in doing so. Please just call us on 0844 585 7777 from Monday to Friday, 9am till 6pm.

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Payments and Vouchers -


How can I pay on your website?
Is the payment secure on your site?
Can I pay over the phone?
Can I pay by cheque?
I am experiencing difficulties to pay on your sit
How can I use my promotional code?
How can I use my voucher?
How do I know if I have a voucher?
I have referred a friend but don't see my £5 referral voucher yet.

 

How can I pay on your website?
There are a few payment options available to you when placing an order with us. The most common are listed below:

  • By Visa or MasterCard on our website
  • By PayPal
  • By Bank Transfer or any other type of major credit card (American Express / Maestro etc) via WorldPay

Please note that payment made with Solo, Switch or Maestro must be done through NetBanx.

Is the payment secure on your site?
Absolutely!
We make every possible effort to ensure every single order placed online with MedicAnimal.com is 100% secure. Any data given to us is encrypted and the confidentiality of any transaction is our top priority.
All information exchanged for the processing of payments is encrypted by SSL Protocol. This data cannot be detected, interfered with, or used by any third party. Our website has also been approved by security verification companies ControlScan and VeriSign Trusted whose logo is displayed consistently on our site.

Can I pay over the phone?
You can of course pay for your order over the phone. One of our customer care team will be glad to assist you in doing so. Please feel free to call us on 0844 585 7777.

Can I pay by cheque?
You can also pay by Cheque if you so wish but please keep in mind that we will need time to receive the cheque and wait for the funds to clear before sending your order. Please contact our customer are team on 0844 585 7777 to set up the order and obtain the relevant details you need to put on your cheque.

I am experiencing difficulties to pay on your site
Firstly, please ensure that all the information you are entering is correct. You have entered the correct expiry date and CVV number and that if you are using a previously stored card, it has not since expired and been replaced.

On occasion however you may have problems for security purposes as our website has to protect any data entered and to that effect any system error can stop the payment process and might even get in the way of your ordering online. If you encounter any difficulty to complete your order, please don’t hesitate to contact us on 0844 585 7777 from Monday to Friday, 9am till 6pm, so we can take your order over the phone.

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How can I use my promotional code?
It is easy.
Just shop normally by adding the products you want to your cart and when you’re ready to check out click on the “Checkout” button towards the top of the page to display the details of your shopping cart.
In your shopping cart, just enter your discount code in the space provided. Then press the “Add Code” button. The discount will be applied to the applicable product(s) and the new price will be displayed. You can now continue the checkout.

 

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How can I use my voucher?
If there is a voucher on your account, just go through with your order as normal and just before the payment details page you will see an option to use a voucher.
You can select to use all the voucher or part of the voucher and this is completely up to you. You will see the amount you select to use removed from your bill at the final payment section.

 

 

How do I know if I have a voucher?
To see if you have a voucher, the easiest way to do this is to sign in to your account and then go to "my account" at the top of the page. You can see if you have any vouchers that you can use on your order as they will be listed under payment methods.

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I have referred a friend but don't see my £5 referral voucher yet.
If you have referred someone to us and do not have a voucher from this then it may be that your friend did not set up the account by following the link in your email or did not enter your ID number when they set up their account. If this is the case we can fix this but we will need the friend's name and address or your friends order number. We can then look in to it and as long as we can associate the 2 people then we can make a voucher for you.

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