Your Order
If you have a question about an order you've already placed or about how to place and order with us, please see below.
Why Hasn't My Order Arrived?
Does your order contain prescription items?
For Prescription Orders:
- Have you provided us with your vet’s prescription? We are unable to dispatch any prescription medications until we have received and checked a valid vet prescription. The details on how to do this will have been emailed to you following your order, or you can find out more on our Prescription Information page.
- If you are looking for an update on your prescription order or there is a problem with the prescription you have provided, please get in touch with us, and we can update you on your order.
For Non-Prescription Orders:
- Non-prescription items are dispatched promptly following the confirmation of your order, which will be emailed to you. You will also have received an email informing you when your order has been dispatched with a unique tracking number so you can track your order. You should also receive delivery updates from your chosen delivery provider.
- If your order is marked delivered, please check with neighbours or any “safe places” where your order may have been left if you weren’t in at the time of delivery.
However, if you would like to check the progress of your order, please email us and we’ll help in any way we can.
How Long Will it Take for my Order to Arrive?
The time it takes for your order to be delivered depends on the contents of your order (due to safety checks, prescription orders may take longer) and your chosen delivery method. All of our orders (inc. prediction orders) are dispatched Mon-Fri, and there are no postal pick-ups on weekends.
You can find out more about delivery times and all other information on how your order will be delivered on our Delivery Information page.
How do I Use a Discount Code?
Discount codes are applied on the Shopping Cart page beneath your order summary. Right-click the + beside Add Your Discount Code, and the drop-down will show the discount code box. Input your code here and click Apply. Your code will then be applied, and the offer will be discounted from your total.
An error message will be displayed if there is an issue with your discount code. Check you have input the code correctly and that the offer is still in date. If you are still having problems, please contact us, and we will help resolve the issue.
Can I Change or Cancel my Order?
In some cases, we may be able to amend or cancel your order, but you must be quick! There is a very limited window in which we can amend or cancel your order, as we aim to get your order dispatched as soon as possible.
If you want to change or cancel your order, please email us as soon as possible, and we will do all we can.
Please note we cannot amend or cancel orders that have already been dispatched, and in most cases, we cannot amend food orders, especially for products over 1.5kg, as these are not stored at our main warehouse due to space.
Can You Send my Order to a Different Address?
Yes. Just input your desired delivery address on the Delivery Options page at the checkout.
Please note we cannot send prescription medications outside of the UK, and the prescription needs to be from a vet in the country of origin.
Can I Come and Collect my Order from you Directly?
Unfortunately, we are unable to offer a collection service for any orders.
Will You Contact Me if an Item I Order is Out of Stock?
Our system is designed to prevent the sale of any out-of-stock products. However, in some instances, orders may still go through if the item is not stored at our warehouse. In the majority of these cases, the product is in stock the following day, and your order will be dispatched with only one day’s delay.
If a product is out of stock longer than expected, a member of our team will contact you directly. Depending on when the product is expected to be back in stock, a member of our team will either ask if you would like to wait for the item or offer a full refund.
Your Account
If you're having trouble accessing your account or have a question regarding your account with Pet Drugs Online, please see below for some quick solutions.
I'm Having Technical Problems. Can You Help?
Technical difficulties can be due to a number of things, so we can’t guarantee we can solve your problem on the spot. However, please email us and we’ll do whatever we can to help.
Please note some technical problems are out of our control(e.g. if PayPal is offline).
I've Forgotten my Password
It happens to the best of us. If you forget your password, just click the Forgot Your Password link that can be found above where you type in your password on the Sign Inbox. Input your email, and we will start the password reset process by sending you an email with all the necessary details.
Please note password reset emails may be sent to your Junk Folder, so be sure to check your Junk, Spam, or Clutter folder for this email.
Your passwords are vital to your data security, so make sure to use a strong password for your account to keep your information secure. You can find more information on creating a strong and secure password with Google Support.
How Do I Unsubscribe/Delete my Account?
You can unsubscribe from our email newsletters by signing into My Account. Go to My Contact Preferences, where you’ll find a link that states Unsubscribe From Emails. Once you validate your email, you’ll be removed from our mailing list.
To delete your Pet Drugs Online account, please email us from the email associated with your account(this is how we are able to identify your account) and state clearly that you wish to delete your account, and we will do this for you.
If you’re a phone customer and do not have an email address, call us on 01761 250 850, and we will delete your account for you.
Returns
Certain orders can be returned to us. However, there are restrictions on the return of prescription & refrigerated products. For full details of our returns process and policy, please see our Returns page.
Can I Return Medications?
We are able to accept returns of non-prescription products within14 days of receiving your purchase, so long as they areunused and in their original packaging.
Unfortunately, we cannot pay for the cost of returning an item unless the item itself is faulty or we’ve sent the wrong thing. We also cannot accept a return if a product has been opened or used. For full details, please see our Returns page.
Will I Receive a Refund if I Return Something?
If we made an error with your order (e.g. we sent the wrong product or the product was damaged in transit), then you will receive a full refund, including postage costs.
If the product is simply unwanted, then yes, you will receive a full refund for the product so long as the terms of our returns policy are met. However, we are unable to cover the cost of postage for returning unwanted items. For full details of our returns process and policy, please see our Returns page.