FAQs

The appropriate delivery options for your order will be shown at checkout. You can then select your preferred method.

Please note some orders (such as refrigerated or controlled drugs) can only be dispatched by certain delivery methods. This will be noted at checkout with only the appropriate method shown as an option.

Standard Delivery: £3.99

Express Delivery: £5.99

Controlled Items: £5.99

Refrigerated Items: £7.49

Saturday Delivery: £10.99

Prescription Only Medications
All prescriptions are checked by our team of expert vets to ensure the correct medication is being dispensed. This may involve checking dosages or durations with the vet who provided the written prescription. This process could take up to 2 business days. Once the prescription is approved, your order will be then dispatched according to the time frame of your chosen delivery method.

Non-prescription items
No approval is needed and your order will be dispatched according to the time frame of your chosen delivery method.

Standard Delivery: 3 – 4 days

Express Delivery: 2 – 3 days

The delivery time frame is for all orders placed before 1pm. Orders placed after 1pm will be processed from the following day.

Our website should notify you if any items you have requested are out of stock before an order is placed, alongside providing an estimated time frame for the item to be available again.

If a product is out of stock longer than we estimated a member of our team will contact you directly with the option to either wait for the product to become available, or initiate a full refund.

Unfortunately all medicines have the potential to cause adverse reactions. Common reactions that are known about will be detailed in the datasheet for your pet’s medication and should be discussed prior to treatment with your vet. All full length product datasheets can be found here: https://www.vmd.defra.gov.uk/ProductInformationDatabase/

If your pet does suffer from an adverse reaction, even if it is already stated on the datasheet, it should be reported to the Veterinary Medicines Directorate (VMD) with this form, and your vet should also be informed. The form should also be completed if you suspect your prescription product has been ineffective. The information provided by completing the adverse reaction form is essential to help with tracking the frequency of reactions for all medicines, and your contribution is vital to ensure all medications available for sale in the UK are as safe and effective as possible.

Whilst we try our hardest to provide you with the best service and quality of products, we understand that sometimes despite our efforts things can go wrong. We appreciate being able to put this right for you, and also discussing where we could improve our service so we can ensure we always provide the gold standard you expect and deserve. Therefore we encourage you to get in touch with us to chat about your concerns as soon as possible.

If you wish to make a complaint about our services, please email your concerns to us at contact@thevetsuperstore.co.uk Please clearly state in the subject line you would like to make a complaint. We would appreciate you adding as much information as possible, including your order number, as this helps us to look into things quicker for you.

If your complaint is about a veterinary medicine, please contact the Veterinary Medicines Directorate by visiting their website https://www.gov.uk/government/organisations/veterinary-medicines-directorate

Unfortunately not. The RCVS requires by law that an animal be classed as under the specific vet’s care in order for them to treat, diagnose, or provide any specific medical advice. This includes providing facilities for emergency 24hr care.

We do not have any on-site facilities for animal examination or treatment and therefore cannot offer any medical advice.

Unfortunately our Customer Service Team can only provide general advice relating to our products or services, such as flavours of food, what is contained with a product, the right size flea treatment, the number of worming tablets needed etc. We cannot offer any specific veterinary advice or diagnosis.

Our website should notify you if any items you have requested are out of stock before an order is placed, alongside providing an estimated time frame for the item to be available again.

If a product is out of stock longer than we estimated a member of our team will contact you directly with the option to either wait for the product to become available, or initiate a full refund.

All prescriptions are checked by our team of expert vets to ensure the correct medication is being dispensed. This may involve checking dosages or durations with the vet who provided the written prescription. This process could take up to 2 business days. Once the prescription is approved, your order will be dispatched according to the time frame of your chosen delivery method.

At this time we unfortunately only post to Mainland UK.

Yes you can! But for safety reasons, we may need to contact the prescribing vet or owner of the pet directly when checking the prescription, just to ensure the validity of the request.

Yes you can! Just specify your desired delivery address at the checkout.

Please note we cannot send prescription medications outside of the UK

You will need to sign for deliveries of Controlled Drugs or refrigerated items.

For all other items, if they are small enough we will simply deliver through your letter box with no need to sign for your order. For larger items you will need to be present for the delivery, or have a specified safe place or collection location as arranged with the courier directly.

If a signature is required, this should be signed by someone over the age of 18

To ensure your item arrives to you in the best quality remaining cool, refrigerated items are only shipped from Monday to Thursday. Any refrigerated order placed on a Friday will be shipped the following Monday to avoid weekend postal delays.

Unfortunately we only offer a postal service for all orders.

We may be able to amend or cancel your order if we have not yet dispatched your items. However as we aim to provide a swift delivery service for you, you need to contact us as soon as possible as we can not amend or cancel orders that have already left our warehouse.

If you would like to change or cancel your order, please email contact@thevetsuperstore and we will do all we can to help. Please be sure to include your order number in the subject line.

How long it takes for your order to arrive will depend on the day and time you placed your order, as well as which delivery service you chose.

We process all orders including prescriptions items between Monday to Fridays. We dispatch all items as soon as possible during these week days. We do not currently dispatch over a weekend period due to a postal service being unavailable.

Express deliveries typically take 1-2 working days to be received following your dispatch notice.

Standard deliveries typically take 2-4 working days to be received following your dispatch notice.

If your order has not arrived in this timeframe please send us an email to enquiries@thevetsuperstore.co.uk and be sure to include your order number in the subject line.

For all late deliveries that have been dispatched, we have a process to follow with Royal Mail. They will not class a parcel as lost/delayed until 7 working days have passed for an express item, or 10 working days have passed for a standard delivery item. We will kindly follow up with Royal Mail on your behalf after these time frames.

Unfortunately just like in human prescriptions, only the prescribing professional can amend your pet’s actual prescription.

However, you can alter some aspects of your order, such as the delivery address and any reduction to the total amount of items you order (please note you can not increase the volume beyond what is stated on the prescription).

It is against the law to alter a veterinary prescription and our highly trained vet team are present to ensure all prescriptions are valid and in their original state.

For products known as Scheduled or Controlled medications, we are required by law to obtain the original physical hard copy of your vet’s prescription before we are able to dispense the medication.

You will be informed if this applies to your order either at checkout, or a member of our team will get in touch with you directly.

In this instance you will need to post the original hard copy of your vets written prescription to us. Please ensure you write your order number directly on the prescription to enable us to easily link the two items together without delays.

Please send the original prescription to the following address:

The Vet Superstore
Halston Lodge
88 Cornwall Road
HARROGATE
North Yorkshire
HG1 2NG

Please note we are unable to accept copies of any kind of the original document. We recommend you send your prescription to us via a signed delivery method so you can check that it has arrived.

We need a valid prescription from your vet before we can dispatch any prescription only medications. For most prescription products this can be done by simply uploading a copy of your prescription online at the checkout when requested, or linking an order to an existing prescription on your account page. There is no need to send a physical copy to use via the post in these circumstances.

Detailed instructions on how to upload your prescription can be found on our prescription page.

The time a prescription remains valid varies and will always be stated on the written prescription.

All prescriptions will also specify to us the maximum amount of medication that can be purchased using that specific written prescription.

Whichever comes first, the expiry date or maximum volume of medication reached, denotes when a new written prescription needs to be requested from your vet for any new orders.

Yes it is. Whenever requested your vet must provide the option of a written prescription being provided to allow you to obtain your pets medication from a location other than directly from the clinic. Your vets are within their right to charge a reasonable fee for doing so.