Frequently Asked Questions

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. If you are having difficulty, a guide on how to do this can be found on our how to upload a prescription page.

However, if you are still 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). Your prescription can instead be sent to us via email or post, although you should be aware that this may delay the dispatch of your order. For full details of how to send your prescription to us, please see our how to upload a prescription page. If you do post the prescription, please write the order number on the back.

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 can be found on our contact us page.

To ensure we can deal with your order quickly, could you please make sure that when sending or attaching an image of your prescription:

1. it is a full page image, it cannot be in parts
2. all 4 edges are visible
3. the image is large 'actual size' so that all of the content is visible
4. the image must not be blurred or obscured in any way
5. include images of all pages of the prescription if there is more than one

Please go to our how to upload a prescription page if you need further assistance.

In law, medication for your pet can only be dispensed by us if we are in receipt of a prescription from a UK registered vet for the item(s) you require. Your vet will not need a prescription because they are treating your pet and will have decided on the best course of treatment.

You will need to get a prescription from your vet. It is up to your vet to determine the treatment they feel is appropriate for your pet, and to provide a prescription that matches this. Please ensure the prescription is signed and dated and that the practice details are included, whether on a header or as a stamp. You should also note that most practices will charge for a prescription.

Most practices will charge for a prescription. Charges will vary so you may want to ask your practice how much it will cost. Please also be aware that prescriptions are for a specific amount of medication and will last no longer than 6 months - 28 days for controlled drugs. Once you have used up a prescription, a new one will be required.

When we receive a new prescription our vet team will need to assess the contents and apply the allowance to your account. They may also have questions for you or your vet. These will be sent from prescriptions@animeddirect.co.uk so please ensure that your email address will accept communications from our staff. Finally they will have to match the prescription to the order. 

Once received, a prescription can take up to 2 working days* to process. Please be aware that the delivery dates quoted on our website do not include a prescription processing allowance. 

*Working days are Monday to Friday.

Prescriptions last no more than 6 months and may terminate earlier if the vet specifies it. If you have not ordered all of your allowed medication before a prescription expires we are unable to honour the allowance for the remaining drugs.

Please be aware that prescriptions for controlled drugs only last for 28 days and the medication must always be ordered in one go.

No you do not, unless your order is for a controlled drug.

Your prescription will specify how much of the medication you can have, by either stating that amount in total or by allowing repeats. A repeat would be detailed as, for example, 30 tablets with 4 repeats. You would then be allowed 150 tablets. These can be ordered in any quantity any number of times, but we cannot provide medication against a prescription that has expired.

Prescriptions last no more than 6 months and may terminate earlier if the vet specifies it. If you have not ordered all of your allowed medication before a prescription expires we are unable to honour the allowance for the remaining drugs.

Please be aware that prescriptions for controlled drugs only last for 28 days and the medication must always be ordered in one go.

To enable us to fulfil your medicinal order, your prescription must have been signed by a veterinary surgeon whose name appears on the RCVS (Royal College of Veterinary Surgeons) register as a UK practising vet.

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 veterinary medicines retailer, we do not have the same expensive overhead costs as your local veterinary practice.

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. If your pet's insurance policy has a maximum limit for any one condition, the lower priced medicines from Animed mean you will be able to use the policy for longer. 

If you require a copy of your invoice, this can be found by clicking on 'My Account' and going to your 'Order History'. Once you can locate the relevant order, click to ‘View Order’.

You can then enter the ‘Invoices’ tab and click on ‘Print All Invoices’.

Animed are only able to supply medication against prescriptions that have been signed by a veterinary surgeon whose name appears on the RCVS (Royal College of Veterinary Surgeons) register as a UK practising vet. For the most part, this does mean that they will be UK based.

Controlled drugs we stock currently comprise the following - Epiphen, Epirepress, Epityl, Soliphen, Tralieve, Tramvetol.

If you are unsure whether the drug you are ordering is controlled, please check with your vet or contact our staff on 01379640052 or at support@animeddirect.co.uk.

The differences between a standard and controlled drug is that;

i) The prescription must be posted to us. We would recommend you use recorded delivery and would ask that you write the order number on the back

ii) The prescription will expire after 28 days from issue

iii) There are no repeats on a controlled drug prescription. You must order all of the medication prescribed in one go. 

Yes. We are registered with the Royal College of Veterinary Surgeons (RCVS) and the Veterinary Medicines Directorate (VMD). Full details below:

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. 

While all of the medication we supply is the same as medication dispensed by UK veterinarians, there is still the potential of you or your pet suffering adverse effects.

If this should happen, most importantly, we do recommend you immediately contact your vet for advice. 

This may be something your vet knows about and is listed in the Summary of the Product Characteristics (SPC) or it may be an isolated incident which is only noticed once the drug is in widespread use. 

Once you have done so, where you think you or your pet have suffered an adverse reaction, or if you just feel the medicine has not worked correctly, please let the Veterinary Medicines Directorate know using the form which can be found here: Report a suspected problem with an animal medicine or microchip: Overview - GOV.UK (www.gov.uk). 

Please also inform our staff on 01379640052 or at support@animeddirect.co.uk,  so that a record can be made on your account.

All of the items we send that are temperature controlled will have an ice pack included and will be in a parcel containing insulated Woolcool packaging. The contents will remain safe for use for 55 hours from the date the parcel is dispatched. Because of this, refrigerated items are not sent on a Friday, and we do ask that customers ensure they are available to receive the parcel on the day of delivery. You will receive an email from the carrier on that day confirming they will be delivering. Further information can be found on our Deliveries and Returns page.

For more information on Woolcool packaging please visit their website.

To find details on all veterinary medicinal products currently authorised in the UK, please see the VMD's Product Information Database.

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. The email will contain tracking details so that you can track the progress of your delivery with the carrier responsible for delivering the parcel.

If the carrier is unable to deliver to you the first time, they should attempt delivery at least once more and a card will be left if no one is home. If they do not hear from you after a few days, the parcel will be returned to us.

Should you be concerned that the parcel is missing, we would suggest that you initially check with the carrier quoting the tracking number. If you have not received your order within 3 days from the date of dispatch then please contact us so that we can resolve the issue. We must be notified of non-receipt no later than 7 days from the date of dispatch so that we are still able to raise an investigation with the carrier. Please contact our customer service team on 01379 640052 or email support@animeddirect.co.uk quoting your order number.

Please be aware that carrier investigations will normally take at least 48 hours.

Your parcel can take up to 3 working days* to reach you if you choose express delivery, and up to 5 working days* if you choose standard delivery. Courier delivery to some locations (e.g. Scottish Offshore Islands, Southern Ireland) can take longer. Full details can be found on our Delivery and Returns page.

We would ask that you also take into account the extra 2 working days* it can take our pharmacy staff to assess and apply your prescription to your order. Affected products will have a note of this underneath the estimated delivery date.

Please also be aware that any orders sent in temperature controlled packaging cannot be sent on a Friday because they may be held up within the courier’s system over the weekend.

*Working days are Monday to Friday.

When your order leaves us, you will receive an email which will include your tracking number and a link to the tracking page for your parcel.

If you are unable to locate the email, enter your account on the Animed website and go to your 'Order History'. You will find a list of all of your orders here and, by viewing the correct order and then clicking on 'Order Shipments', you will see the tracking number. Click on this and it will take you to a link for the tracking page of your parcel.

Full details of our delivery costs can be found on our Delivery and Returns page.

The only items that MUST be signed for are controlled drugs and Caninsulin. If your order is for Caninsulin, it is particularly important that you make sure someone is available for the delivery. It is a chilled product that must be refrigerated upon receipt. We will not be responsible for the cost of a chilled product that cannot be used because no-one was available to sign for the delivery.

Please be aware that you will need to contact us before you return your order to us. We may not be able to refund the item you want to return, and a return we have not been notified of may take longer to process.

If you are returning an item to us, we will process your refund within 2 weeks of receiving the returned parcel. Once processed, refunds can take up to 5 working days to show as being credited back to the paying 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 assist, please call our customer service team on 01379 640052 or email support@animeddirect.co.uk. 

Due to current regulations, we cannot accept returns of any labelled products (i.e. items with a legal status of POM-V, POM-VPS or NFA-VPS).

These products are indicated throughout the site by use of 2 icons. The gold icon of a dog sitting indicates that the product is ‘Animal registration required’ and the grey icon of a pill indicates that there is a ‘Prescription required’ to purchase specific products. On any product where these icons are shown, you can hover your mouse over the icon to learn more. There is also a box on the product description page stating the legal category of these products. 

We are also unable to accept the return of Caninsulin and ProZinc syringes and needles.

If you have changed your mind or accidently bought the wrong item, you can return it to us within 14 days of receipt provided it is unopened, factory sealed and in its original packaging.

Unfortunately, we cannot accept the return of labelled products (i.e. items with a legal status of POM-V, POM-VPS or NFA-VPS) including prescription medications, Caninsulin syringes, needles and flea, tick and worming products. Full details can be found on our Delivery and Returns page.

Depending on the size of your order, it may be dispatched in 2 or more parcels. While they should arrive at the same time, they will occasionally become separated and the other items may arrive later or the next day.

If you are concerned please do not hesitate to contact us. You can call us on 01379640052 or email support@animeddirect.co.uk.

If you are missing items, we would ask that you let us know no later than 14 days after delivery so that we can look into the matter for you.

If you have received less medication than expected, we would suggest you let us know immediately.

If you have accidentally bought the wrong product or have just changed your mind, there will be a fee for the return cost. The fee will depend on the item you are returning. We do ask that you contact us before returning anything. Our staff can provide a quote for the return fee at this time if required. The fee will be deducted from the refund.

Alternatively you can arrange a return yourself. As this is at your own risk we do recommend that you use some form of tracked delivery.

We do not have the option to enter ‘leave safe’ instructions on our website. We would recommend you have someone available at the time the carrier attempts delivery. 

For refrigerated orders, you do need to make sure that someone is at the delivery address to sign for the parcel because of the limited time the specialised packaging will keep the contents cool. 

If this happens, you need to report damaged items to us within 14 days and send us photos of the damage and packaging. Full details of the information needed can be found on our Delivery and Returns page. Without this supporting information, we will be unable to consider your request to issue a replacement or refund. Please forward these images, along with your order number, to support@animeddirect.co.uk.

If this happens, you need to report faulty items to us within 14 days and send us photos together with the expiry date and batch number. Full details of the information needed can be found on our Delivery and Returns page. Without this supporting information, we will be unable to consider your request to issue a replacement or refund. Please forward this information, along with your order number, to support@animeddirect.co.uk.

We are able to send most items you can find on our website to the Highlands, Islands & Northern Ireland. The only exception is for goods that require refrigeration. There are also geographic limitations on goods where an express delivery option is available. Full details can be found on our Delivery and Returns page.

We only deliver to the UK. There are some restrictions to delivery types for Highlands, Islands and Northern Ireland addresses. For full details please go to our Delivery and Returns page.

We currently only deliver to the UK.

Our new website does not currently have an option to cancel your order online but this will be reintroduced shortly. In the meantime you can email cancels@animeddirect.co.uk or call us on 01379640052.

You can use either PayPal or a Mastercard/Visa credit or debit card. If you place the order over the phone with one of our staff, we cannot process the payment by PayPal unless you have set up a PayPal billing agreement when placing an earlier order online. Unfortunately we do not accept cheques or cash payments for orders.

If you are having difficulty placing your order online then our staff will be happy to take your call and help you place an order with us. We cannot take an order through livechat so would ask that you telephone 01379640052 and speak with one of our dedicated staff members.

On the product pages, where appropriate, we do highlight similar products. These products will work as great alternatives to the product you are currently looking at.

We may also suggest related products which will complement the item you are hoping to buy. These items can be purchased together for your pet to enjoy.

For security reasons, if you add a new address or amend/edit an existing address on your Animed account, PayPal will automatically cancel your billing agreement and send you an email to confirm that they have done this. If you are placing an order at the time you make the change the order should still go forward, however any subsequent orders will be refused by PayPal until you have signed into your PayPal account.

You can cancel an order yourself through your account by going to 'My Account' at the top of the page and choosing 'Order History'. Once you are signed in you will see a list of the orders you have placed. For any orders that have not been completed, and where they have not progressed to the point where they can no longer be cancelled, you will see an option to 'cancel'. Clicking on this will ensure that the order does not progress.

If you want to keep the order but remove an item from it, you will need to call our staff and have them adjust it for you. Our dedicated personnel can be contacted on 01379640052. Please note however that we cannot add or swap items into an existing order. If you wish to do this you will either need to place a separate order for the item required, or cancel the original order and place it again with everything you need. 

As an online company, we do not offer a collection service. Full details of our delivery options can be found on our Delivery and Returns page.

While we do not have the facility to contact you directly about items that are back in stock, our website is constantly updated and our staff will be only too happy to help if you ask them. You can contact us on 01379640052 or at support@animeddirect.co.uk.

Please be aware that you can add a product to your wish list which will assist in obtaining an update on any products you are waiting for.

Our staff are not able to give specific medical advice to you about what is best for your pet, however they will be more than happy to help you where they can do so.

Visit the Animed Pet Care Hub for helpful advice and guides on a range of healthcare topics.

Given our pedigree, we very rarely get these! But, if you find yourself in the situation where you’d like to complain about something we have done (or not done) then we understand and in this regard, we would like to hear from you immediately. We’re firm believers that only by listening to our customers can we get even better at what we do. If you have any comments, or wish to make a complaint about any aspect of Animed, please email support@animeddirect.co.uk or call 01379 640052.

If the comment or complaint is in relation to veterinary medicines and the response you receive from Animed does not satisfy you, you may wish to contact the VMD (Veterinary Medicines Directorate). Details on how to make a complaint to the VMD can be found on their website.

The status of your order, which can be found on the 'My Orders' page of your account, will indicate the following;

i) Pending (all orders) - the payment has not been processed yet. If you find that the order is still pending after 30 minutes it is likely that the order has failed. Please contact our staff on 01379640052 or via support@animeddirect.co.uk so that they can assist you.

ii) Awaiting prescription from customer (medicinal orders) - the order cannot proceed without a prescription from your vet. You will need to send one to us as soon as you are able to do so in order that it can progress. For more information on why a prescription is needed and how to get it to us please go to the 'Prescriptions' section on this page.

iii) Pending prescription validation by vet (medicinal orders) - our vets are reviewing your prescription before applying it to your account.

iv) Prescription valid (medicinal orders) - a label has been created for the medicine and it now needs to be picked and packed.

v) Processing (non medicinal orders) - the order is ready to be picked and packed.

vi) Complete - the order has been shipped. You should have an email informing you of this which contains a tracking number. The tracking number can also be found on your 'Order Details' in 'My Account'.

The discount code can be entered during the checkout process or from your basket. 

In your basket, you can click on ‘Apply Discount Code’ and you will be able to enter your code and then click on the ‘Apply Discount’ button. 

Alternatively, when you reach the ‘Review & Payments’ stage of your order you will be given the opportunity to enter a discount code at the bottom of the page. You will see ‘Apply Discount Code’. Click on this and enter your code, then click the ‘Apply Discount’ button. 

Please be aware that the only codes that will work are those you have received directly from Animed or from one of the leaflets you received from a partner company. Any codes you may find on third party websites will not work.

If you click on the 'Account' icon at the top of our website you will see there is an option to 'Create an Account'. Once you have provided a small amount of information and clicked on the 'Create an Account' button, you will have an account with Animed. Alternatively, you can call our staff on 01379640052, and they will create the account for you.

A payment failure may just be because the details were not entered correctly. Please check that you have provided the correct information before contacting us. If the issue does appear to be a problem with our website then please take a note of the error number and a screenshot of the error message. You can contact our staff on 01379640052 or at support@animeddirect.co.uk and ask for assistance.

If you are emailing, could you please provide as much information as possible about what you were trying to do and where you were in the process.

You can unsubscribe from Animed emails by clicking on the 'Account' icon at the top of the website and then choosing 'My Account'. From here, you can find 'Newsletters' on your dashboard. Click on 'Edit' and untick the 'General Subscription' box and then click on the 'Save' button. You could also unsubscribe through the 'Contact Preference Centre' within 'My Account'. Untick the 'General Subscription' box and then click on the 'Save' button. Alternatively you can click on the 'unsubscribe' button which you will find on any of our emails.

Click on the 'Account' icon at the top of the page and choose 'My Account'. You will then be able to login using your email address and password.

You can add your new pet by clicking on the 'Account' icon at the top of the page and signing into your account. Once you are signed in, you can then choose 'My Account'. From here, you can click on ‘My Pets’ on the left navigation. You can now manage your pets and add new ones by clicking on the ‘Add New Pet’ button. 

Alternatively, you can also add your new pet while placing an order for their product (where the product requires a pet to be registered). When you choose to ‘Checkout Securely’ from the basket you will move through the address/shipping screen to a new ‘Pets’ screen which asks which pet your medication/flea tick product is for. Below the product you will see a list of your pets that the item can be purchased for and, above that, you are given the opportunity to ‘+ New Pet’. 

You can also visit our How to Register Your Pet page to find out more.

If you are having problems with our website, please contact our staff at support@animeddirect.co.uk. To help us identify and resolve the issue, please confirm what you were doing and the page you were on. Any error codes and images you can supply would also be helpful.

Should you be unable to place an order because of the problems you are having, then please call our staff on 01379640052 and have them place the order for you.

You can use the search bar which can be found at the top of any page. Enter the search code or the product name. We would suggest using either the full name or search for the words which will be less commonly used. For example, Hills Prescription Diet Metabolic + Mobility - Wet Dog Food 12x370g cans, you could use combinations of metabolic, mobility and dog.

You can add a new address through your account by clicking on the 'Account' icon at the top of the page and then 'Address Book' to manage your addresses. Alternatively, you can click on 'My Account' and then choose 'Manage Addresses'. You will see the option to ‘Add New Address’ beneath the existing address information. Please note that if you want the account to default to this new address going forward you will need to tick either or both ‘Use as my default billing address’ and ‘Use as my default delivery address’.

You can also add a new address while placing an order. When pressing ‘Checkout Securely’ from the basket you will be shown the addresses you may want the order sent to together with a ‘+ New Address’ button. While you will be given the option to save the address to your address book, at this time you will not be able to set the new address as a default for future orders if you use this method. Please remember to update your favoured addresses in your account before you place a new order.