PRESCRIPTION (RX) PRODUCTS

At checkout you'll see a short prescription step for each Rx item in your basket, and you choose whichever of these three suits you best: (1) We contact your vet — give us the clinic name and a phone or fax number and we'll confirm it with them; (2) Upload your prescription — take a photo with your phone or attach a PDF of the prescription you already hold; or (3) Your vet sends it to us — we give you a reference number to pass to your clinic, and they send it in directly. You don't need to call anyone or leave the checkout.

No. When you place the order we authorise your card, which means your bank sets the amount aside but no money leaves your account. We only take the payment once your prescription has been verified. This usually shows up in your banking app as a pending transaction — that's the hold, not a charge. If we can't verify the prescription, we never take the payment and the hold is released.

Most prescriptions are confirmed within one to two business days, depending on how quickly we can reach your veterinary clinic. Uploading a photo or PDF of a prescription you already have is usually the fastest of the three options, because it doesn't depend on anyone else replying to us.

The order ships as one parcel once the prescription is cleared, so any non-prescription items in the same order wait with it rather than going out early. If you need something urgently, the simplest thing is to place it as a separate order — that one will ship straight away on its normal schedule.

Each one is checked on its own, because a prescription covers one specific medication for one specific animal. Your order moves as a single unit though: it ships — and your card is charged — only once every prescription item on it has been approved. If one clears before the other, we'll email you to say so and tell you exactly which item we're still waiting on. Your card isn't charged in the meantime.

No. Once we've approved a prescription we keep it on file for one year, so if you reorder the same item within that time, checkout recognises it and offers to reuse it. Just tick the box and carry on — the order is paid for and on its way immediately, with no verification wait at all. A different medication will always need its own prescription, even for the same animal.

One year from the date we verify it. We'll email you when one is about to lapse, so you're not caught out at the checkout. After that we'll need a current prescription before we can fill another order for that item.

If you have an account, go to My Account → Prescriptions to see everything we hold for you: which product each one covers, your animal's name, when it was verified and when it expires. You can remove any of them there if you'd rather we didn't keep it. Your order pages show the status too — each prescription item on an order carries its own status and reference number, so it's clear which one is holding things up.

One email confirming we've received your details when you place the order (one per order, not one per item), an update if we need to tell you something is being verified, and one when a prescription is approved — that email lists every prescription item on your order and where each one stands. If something can't be verified, we'll email you to explain why and what to do next. We'll also let you know when a prescription on file is about to expire.

It's the reference for your prescription — something like RX-K7PQ3TWB. It appears in your emails, in your account and on your order. It's what your veterinary clinic quotes if they're sending a prescription to us on your behalf, and it's the quickest way for our team to find your prescription if you call us. We deliberately leave out vowels and easily-confused characters so it's safe to read down the phone.

We'll email you to explain what was wrong and what we need instead. Your card is never charged, and the authorisation hold is released — nothing ships and there's nothing to refund. Once you've sorted the prescription out, we can get the order moving, or cancel it if you'd rather.

It means your prescription is approved and there's nothing left for our team to check — but when we went to complete the payment, the card didn't go through. That's usually because the card expired between placing the order and today, or your bank released the original hold. Nothing has been charged and nothing has shipped. Give us a call on 1-888-249-7412 and we'll take payment and release your order right away; your prescription doesn't need checking again.

Yes, and there's nothing to refund because we haven't taken any payment. Just contact us with your order number and we'll cancel it and release the hold on your card.