Frequently Asked Questions

We're a helpful bunch here at Animed Direct and want to make sure you have a great experience when shopping with us. Below you will find a selection of frequently asked questions to help answer any burning questions you may have. Please click on the relevant heading to read more.

Prescriptions 

Q: Are you a registered Pharmacy?

A: Yes, Animed Direct is registered with the General Pharmaceutical Council (GPhC). We are also registered with the Royal College of Veterinary Surgeons (RCVS) and the Veterinary Medicines Directorate (VMD). Full details below:

GPhC (General Pharmaceutical Council). Registration no. 9010055.
You can verify our registration with the GPhC here.

Registered Pharmacy Logo

RCVS (Royal College Veterinary Surgeons) Registration Number: 7028261 - Please verify this by either emailing the RCVS on registration@rcvs.org.uk or calling 0207 2020 707. 

VMD (Veterinary Medicines Directorate) Registration Number: 2029876 - please verify by emailing the VMD on postmaster@vmd.defra.gsi.gov.uk or calling 01932 336911. 

VMD Accredited Retailer logo

Q: How can I send my prescription to you?

A: We strongly recommend that you upload a copy of your prescription to the Animed site at the time you place your order. Doing so will mean that we can process your order quickly and efficiently.

However, if you are unable to upload your prescription whilst placing your order, then please make a note of your order number (shown at the end of the checkout process), write the order number on the prescription and send it to us via email, fax or post, although please be aware that this may delay the dispatch of your order.

Prescriptions for Controlled Drugs must be posted to us as only the original prescription can be accepted.

We can only dispense the quantity stated on the prescription (repeats are not permitted for Controlled Drug prescriptions) and this medication must be purchased within 28 days of the issue date of the prescription.

Our contact details will be shown during the checkout process, depending on which method you chose to send your prescription to us, and can also be found on our contact us page.

Q: How long is a prescription valid for?

A: Prescriptions are legally valid for a maximum of six months from the date they are signed by your vet (unless stated otherwise by your vet). The only exception to this is prescriptions for controlled drugs which are valid for 28 days only. In the case of Controlled Drugs the total amount prescribed needs to be ordered in a single order as no repeats are allowed for this medication. We cannot dispense against an expired prescription.


Q: Are these the same drugs I get from my vet and why are they so much cheaper?

A: Yes, all medicines are supplied to us by reputable UK wholesalers and are the same safe and genuine licensed drugs that all UK veterinarians are legally required to sell for animal use in the UK.

Because Animed operates as an online Pharmacy, we do not have the same expensive overhead costs as your local veterinary practice.


Q: Can I claim the cost of these drugs on my pet's insurance?

A: Yes, if you are purchasing medicine that would normally be purchased from your veterinarian and claimed for under your pet's insurance. Claims must be processed through your insurer. Buying lower priced medicine from Animed Direct has the additional benefit if your pet's insurance policy has a maximum limit for any one condition.


Q: What happens if my animal has side effects associated with medicines bought from Animed Direct?

A: Animed Direct supplies the same prescription medicines that your veterinarian does. If your animal has a side effect we recommend that you contact your veterinarian immediately. If you are concerned about the medicines we have supplied you please email our veterinarian immediately.

Delivery & Returns

Q: How quickly can I expect to receive my order after you have processed and dispatched it?

A: If you choose our FREE Standard Delivery option, orders are dispatched using the Royal Mail 2nd class delivery service and can take between 3-5 working days from date of dispatch.

Orders being delivered by Courier are usually delivered on the next working day from date of dispatch of your order, although courier delivery to some locations (e.g. Scottish Offshore Islands, Southern Ireland) can take longer. Full details can be found on our Delivery & Returns page.


Q: My delivery hasn’t arrived yet, where is it?

A: As soon as we dispatch an order we will email you to let you know. If you haven’t yet received an email it means your order is being processed by our Pharmacy/Warehouse teams. The email will contain tracking details so that you can track the progress of your delivery with the courier responsible for delivering the parcel.

If you haven’t received your order yet but can see that we’ve dispatched it via Royal Mail 2nd Class (our FREE Standard delivery option) more than 5 working days ago, we would advise you to check with your local sorting office in the first instance to see if your order is held there.

If it’s not, and has not arrived after 7 days from when we dispatched it let us know so that we can raise an investigation with Royal Mail and resolve this as soon as possible.

N.B. we need to allow 7 days from date of dispatch before we can report this as lost to Royal Mail.

We need to be notified of non-receipt within 9 days at the latest from the date of dispatch so that we are still able to track your consignment and register a claim with the appropriate courier. Please contact our Customer Service team on 0330 0536100 or email support@animeddirect.co.uk quoting your order number.

If your order is being delivered by our Courier they will email you the night before with a tracking number to confirm it is on its way. Generally if they are unable to deliver to you the first time, they will attempt delivery at least once more and a card will be left if no one is home. If they don’t hear from you within 3 to 4 days after this then someone will try to contact you again.


Q: Is the FREE Standard Delivery a trackable delivery service?

A: Yes all UK delivered orders including the Royal Mail 2nd class delivery service are fully tracked up until the point of delivery.


Q: Can I return a Prescription medicine or Flea/Worming treatment for a refund?

A: Due to regulations, we cannot accept returns of any labelled products (i.e. items with a legal status of POM-V, POM-VPS or NFA). These products are indicated throughout the site by use of icons as well as a red information panel on the right of the individual product page which shows the products legal status.


Q: What do I do if my order arrives damaged?

A: If this happens, you need to report damaged items to us within 7 days and send us photos of the damage. Without these we will be unable to consider your case in order to issue a replacement or refund. Please forward these images, along with your order number to support@animeddirect.co.uk.


Q: If my order contains Caninsulin, can I still advise a safe delivery instruction for the Courier?

A: No. This is because Caninsulin is a chilled product which requires temperature control and so needs to be refrigerated. Deliveries of Caninsulin need to be signed for at time of delivery and the contents of the parcel must be refrigerated upon receipt. It is the customer’s responsibility to ensure that there is someone available when the delivery is made. If a delivery is attempted and failed, we will not be liable for the cost of a replacement.

Please note that controlled drugs will also need to be signed for at time of delivery.


Q: How long does it take for a refund to be credited to my account?

A: If you are returning an item to us we will process your refund upon receipt of the returned parcel. Once processed, refunds can take up to 5 working days to show as being credited back to the account you used to place the order. This can depend on your bank as well as the time of day we processed your refund. If you don’t think your refund has been credited to your account after 5 working days of it being processed, we advise that you contact your bank initially.  If they are unable to advise, please call our Customer Service team on 0330 0536100 or email support@animeddirect.co.uk.

General

Q: Can I send a cash or cheque payment for my order?

A: No, unfortunately we cannot process cash or cheque payments. When ordering on the website you can pay by credit/debit card payment or PayPal.  If you place your order over the telephone you can pay with credit/debit card only.

Q: Why have I received a notification from PayPal telling me that my billing agreement has been cancelled?

A: For security reasons, PayPal automatically cancels billing agreements if a new shipping address is added to your account or if you edit or amend a shipping address, PayPal emails you to let you know when a billing agreement is cancelled. This doesn’t affect an order placed using PayPal, it just means that you will need to sign into your Paypal account the next time you place an order with us which will then create a new billing agreement for future use.

Pet Advice

At Animed Direct we want you to be well informed about your pets and to provide you with regular pet advice we have set up a blog. View the Animed Direct blog here.