Questions about ordering
Some medicines can be sent straight out, and some need a professional to look first. Here is what decides which, and what it means for your order.
Why can I not add some items to my basket?
UK law puts veterinary medicines into categories, and two of them cannot be sold on request alone. A prescription-only medicine needs a vet to prescribe it first. An NFA-VPS medicine needs a qualified person to check a few details about your pet. In both cases the button on the product tells you which applies and takes you to the right next step.
What do the badges mean?
- Prescription required
- Prescription required — from a vet
- Professional prescription or supply process
- Prescription required — vet, pharmacist or SQP
- Professional assessment required
- A few questions before we can supply this
- Available to purchase
- Available without a prescription
- Available to purchase
- Everyday product
How long does delivery take?
We deliver locally to Torbay, Teignbridge and Totnes, same or next day. Delivery is free on orders over £50 and £3.99 otherwise. We do not deliver medicines outside that area — video consultations are UK-wide, but the dispensary is local.
Do I need an account to order?
No. You can order as a guest. After your first order or consultation we will offer you a password, and from then on your pets' records, prescriptions and orders are all in your account.
My pet is unwell right now. What should I do?
Do not wait on an order. If it is an emergency, contact your nearest emergency vet straight away. If it can wait until this evening, you can book a £35 video consultation and speak to a vet.