Pharmacy2U Pet Health: Frequently asked questions

Yes. We’ll email you to confirm your order’s been received and being processed by our team, whether it’s for pet prescriptions or an order from our Pet Health shop.

Look for a green tick icon with an ‘in-stock’ label next to the price of your chosen item. This will show if it’s available to add to your basket.

If your chosen item is temporarily out of stock, we will aim to get it back in stock as soon as possible, so please check back and order on your next visit.

Sometimes, brands may remove products from their range. When this happens, we do our best to stock similar products so you can find a replacement without too much hassle for you or your pets. Just use our search bar or browse the category to find the product you’re looking for.

If the product you need is not listed on our website, please feel free to email us at [email protected] or call us on 0113 265 0222 (Option 3). We'll do our best to order the product for you, and a member of our team will guide you through the simple process for ordering a product not listed on the website. 

No, you can’t get a prescription for your pet online, because UK law requires a clinical assessment, which may include a physical examination by a vet, before they can issue a prescription. However, you can request a written prescription from your vet, usually for a small fee, after the examination, and order the prescription medicine for your pet online from pharmacies like Pharmacy2U Pet Health.

Certain medicines can only be prescribed by a qualified veterinarian. These products are classified as Prescription Only Medicines - Veterinary (also known as POM-V). We require a legally valid veterinary prescription for this classification of product prior to dispensing and dispatching this medicine. 

If your vet decides that your pet requires a prescription only medicine, you can request a written prescription from them, which the law states they are required to provide to you. You may need to pay a small fee for the prescription, but once you have it, you can take that prescription to any pet pharmacy for dispensing. 

A veterinary surgeon can charge a 'reasonable' fee for writing a prescription, but this amount can vary depending on the veterinary surgery. 

The best way to send your prescription is to upload it via the website as part of the checkout process. 

However, you can also email it to us at [email protected], including your order number in the same email so that we can match it up to your account.  

Please note that for some medicines (e.g. Controlled Drugs), we need to have the original valid prescription before dispatch, which we’ll need you to post to us. The website will inform you if this is the case for the medicine you’re requesting. 

Where we require (or you choose to send) an original prescription by post, please write your order number at the top of the prescription and send it to: 

Pharmacy2U Pet Health 
Unit 3 Mountpark Bardon 
Robson Way 
Ellistown 
Coalville 
LE67 1GQ 

Most pet prescriptions are valid for six months from the date of signing. However, your veterinary surgeon may specify a shorter expiry date. The other exception to this is controlled drugs, which have a maximum validity of 28 days from the signed date.  

A repeat prescription can be dispensed multiple times whilst it is valid. Following a clinical assessment, your veterinary surgeon will decide if issuing a repeat prescription is appropriate for your pet’s health concern. If so, they will clearly state how many times the prescription can be dispensed against, and for what quantity. 

If you have previously sent us a repeat prescription, your remaining allowable quantity for any valid prescriptions can be found in your Account Dashboard, and if you have set one up, in your Pet Profile. When you go to place your repeat order, select the repeat prescription medicine that is listed and complete the checkout process as usual.  

A Pet Profile gives us certain identifiable information about your pet(s). It is only mandatory if you need to order some medicines for your pet(s). However, you can set one up for your pet(s) regardless. This will help you personalise your experience and organise your pet's medicine with ease. 

Providing you with a safe and accurate supply of medicine for your pet is our top priority. To help us do this, we require information about your pet if you are ordering a controlled drug. We collect this information via a Pet Profile. You will need to create a separate Pet Profile for every pet you request any controlled drugs for. 

We may contact you and/or your veterinary surgeon directly if we require any further information regarding your pet before we can dispatch your order. 

Once you have your pet’s prescription from the vet, simply search for the required medicine on our website. Add it to your basket and upload a copy of the prescription at checkout. You can also send us a prescription via email or by post if required. One of our pharmacists will review the prescription, and then dispense and dispatch your items safely and securely if everything is approved.  

For certain medicines, such as controlled drugs, the original prescription must be posted, but our website will guide you through the process to keep everything hassle‑free. 

Ordering your pet’s prescription becomes easier if you have a Pet Profile set up with their regular medication as you will be able to start your order request from your account dashboard. If you are ordering controlled drugs, you will need to set up a Pet Profile before placing any order request. 

Yes, you can take a veterinary prescription to a pharmacy, including local pharmacies and online pharmacies like Pharmacy2U Pet Health, to have it dispensed. The pharmacy will dispense the prescription, and you will be responsible for paying for the medicine and any associated delivery fees. 

Yes, you can purchase certain pet medicines, like flea treatments, dewormers, and supplements, without a vet prescription. However, prescription‑only medicines, including antibiotics and pain relief, must always be supplied with a valid prescription from your veterinarian. 

Yes, you can often request a repeat prescription to reduce the need for regular visits and to allow you to take your pet’s prescription to a pharmacy of your choice.

In the UK, most specialised or therapeutic pet foods can be purchased without a formal vet prescription. However, these ‘prescription diets’, as they’re often erroneously known, should typically be used under veterinary guidance to make sure they’re suitable for your pet’s individual health needs.  

No, your vet is legally required to provide a written prescription if you ask for one, as long as they are prepared to supply the medication themselves. They may charge a reasonable fee for issuing the prescription, but they cannot refuse your request or set an excessive charge. 

The rules on this are set to be tightened due to a CMA investigation into the veterinary market. Find out more here. 

To update your email address or password, visit your ‘My Account’ area and select ‘My Personal Details’. You’ll find the ‘Login Details’ section under your personal information and contact details. Update your email address, password, or both and select ‘Save Changes’.  

Don’t worry, it happens! To securely reset your password, use the ‘Forgotten your password?’ link on the login page and follow the on-page instructions.  

To update your personal details, including your home address and contact details, visit your ‘My Account’ area and select ‘My Personal Details’. Make any updates you need and select ‘Save Changes’.   

You can also update any of your Pet Profiles here too. 

You can easily add a payment method by visiting the ‘Payments’ section of your account. Here you can add a new card, remove an old one, and set your default card. If you’d prefer to use PayPal or one of our other payment methods, you can choose your preferred way to pay during the checkout process.  

Yes, you can. Just log in to your account to view current and previous orders in your account dashboard.   

You can pay with all major credit and debit cards, as well as flexible payment options like PayPal Pay in 3. This allows you to spread the cost of your purchase over 3 interest-free instalments. See PayPal Pay in 3 full terms and conditions. Prefer to use Google Pay or Apple Pay? We offer these too!   

Easily track the progress of your order in your account dashboard. You’ll see how it’s progressing through each stage, from when we receive your order, right through to it being delivered using your chosen delivery method.  

You can view our full range of delivery options on our Delivery page, including information about next-day delivery and Click & Collect.   

We offer customers free standard shipping on orders over £30. This offer may be subject to change at certain times throughout the year.

You can update your preferred delivery address in your ‘My account’ area. Unfortunately, once an order has been processed, we’ll be unable to change the delivery address you chose when you placed your order.  

If you’re having issues using a promotional code we sent you, please double check its validity when you are redeeming it, including its expiry date, if it applies to the product(s) you’re purchasing, or if you’ve reached the required spend threshold where applicable. 

You can also try copying and pasting it into the discount code box at checkout. If it’s valid and not working, please contact our Customer Care team on 0113 265 0222. If your code is from one of our affiliate partners, please contact their customer services team directly.   

To cancel or amend your order, simply contact our customer care team on 0113 265 0222. Unfortunately, we’re unable to add items to an existing order, but you can easily place another one and track both easily in your Account Dashboard.   

You can return your order within 28 days. Please contact us within 14 days of receiving your items to arrange a return. You’ll then have another 14 days to post the items back to us. For full information and details of exclusions, visit our Returns and Refunds page.   

We aim to process your refund within 3 to 5 working days of receiving your item. Please be aware though, that it can take up to 30 days to receive your refund via the original payment method. 

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