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FAQ

If you have a question and can't find the answer below, please click here.

Q. Do I need an account before I can order?

Yes. Simply click on the account setup button and enter your details. This is quick and easy to do. Then you can proceed with putting items into your shopping trolley. If you already have an account. Simply logon and you can start ordering immediately.

Q. I want to register an account, but I'm worried about disclosing my details. Why do you need my personal details?

We require your personal details for three reasons: firstly, we need to be able to contact you if there are any problems with your order or there is some other query as to detail, availability or delivery. Secondly, we need to be sure of your address for the supply of medicinal products. Finally, we require this information as part of the payment process. Payments are handled by a third party secure payment service provider. If you purchase anything, you will be asked by the Online Secure Payment Server for your credit/debit card details, but this information is not held or even seen by us. For more information, please refer to our Privacy and Security Policy.

Q. I want to register an account, but I don't want to give my e-mail address. Is there a way around this?

Unfortunately there is no way around giving us your e-mail address online. We require your e-mail address both so that you can have a unique logon username, and so that we can contact you regarding orders or enquiries you have made should the need arise. Don't worry about giving us your e-mail address, we do not send out mass mailings, or promotional offers without your permission, and we do not pass your details on to spam mail operators. For more information, please refer to our Privacy and Security Policy.

Q. I canít find what Iím looking for can I search for a specific product name?

Yes. Simply enter the name you are looking for in the search box and click the search button.

Q. I can't find the product I'm looking for. Are you able to get hold of it for me?

We may be able to supply the product. Please use the contact us tab or click here to place a request and we will respond by e-mail with further information.

Q. How do I add products from the catalogue into my shopping cart?

Go to the product list and simply click on the Add to Cart button for the product you required and state the number of items you wish to purchase.

Q. I have placed an order that included some prescription drugs. How do I arrange for a prescription?

By law we must receive an original signed prescription before we can supply such items to you. Vets must supply a prescription if asked to do so by yourself, and if you need any further information or a sample prescription form please go to the prescription tab or click here. As soon as the prescription has been completed please post the original to us at sjh-animalhealth, Unit 1, Mereside Industrial Park, Fenns Bank, Whitchurch, Shropshire SY13 3PA.

Q. Is there a way to get my non-prescription order items before you have received my prescription?

Due to the volume of orders we receive, coupled with delivery options, we are unable to dispatch individual items from an order. We only dispatch complete orders unless there are very exceptional circumstances, in case you will be advised by e-mail and kept fully informed.

Q. I ordered a particular product, and it doesn't look anything like it did in the photo. Have you sent me the wrong thing?

The product images on the website are for illustrative purposes only and do not always convey the exact visuals of the product it represents. Packaging may vary due to changes made by the manufacturers and/or our suppliers.

Q. Can I have my order dispatched to an address other than the one I registered with?

Yes but please make sure that there will be someone to sign for the items on arrival if they are sent by recorded or courier delivery. Please complete the instructions during the checkout process and ensure you enter the delivery address correctly before making a payment. We will not accept responsibility for orders posted and not received if the details are entered incorrectly.

Q. How do I find out about the status of my existing repeat prescriptions?

Simply contact us and we will provide an update, so that you will be able to see exactly how much medication remains on the prescription for future orders and will know when you need to obtain a new prescription from your vet.

Q. How do I know that my credit card details are secure?

Payments are handled by a third party secure payment service provider. If you purchase anything, you will be asked by the Online Secure Payment Server for your credit/debit card details, but this information is not held or even seen by us. For more information, please refer to our Privacy and Security Policy.

Q. How much do you charge for delivery?

For further details please look at our delivery section which explains any additional costs in detail.

Q. Do you deliver overseas?

Unlike some other sites we will deliver worldwide. For further details please look at our delivery section which explains any additional costs in detail. For deliveries outside of the EU delivery charges will be quoted for individual orders based on weight and depending on the country, prior to acceptance of your order and any money being charged to your account. We reserve the right to refuse orders for medicinal products that are not authorized for shipment to a particular country.

Q. Can I track my order?

Yes. Orders placed for prescription products or heavy items shipped by courier can be tracked during shipment by contacting us. In addition, you can track the status of your order anytime by logging in to your account. If there are any problems with your order, you will be contacted by us. Therefore please make sure you supply us with correct contact details.

Q. How will heavy items such as pet food be sent?

All orders over 1 kg in weight will be sent via courier and may take up to 7-10 days to deliver depending upon when your order was placed excluding weekends and Bank Holidays. There is a one-off charge of £10 added to your order for this for orders up to 30kg in weight. For further details please look at our delivery section which explains any additional costs in detail.

Q. Are you a registered pharmacy?

No. We are a company owned and run by veterinary surgeons and we are regulated in the UK by the Royal College of Veterinary Surgeons and the Veterinary Medicines Directorate and we are therefore licensed to supply veterinary medications. We operate under strict ethical standards, only supplying products that are fully licensed within the UK.

Q. Can I return goods to you?

Our returns policy is detailed on our Terms and Conditions page. Under normal circumstances no refund will be given for prescription products (as by law such product cannot be resold) although there are exceptions, such as damaged goods, incorrect supply or product recall, in which case refunds are at the discretion of the management. Goods damaged on delivery must be notified within 3 days of the date of invoice, for other defects you are allowed 7 days in which to notify us. Please use the Contact us tab to send us an e-mail describing the problem, and you will receive further instructions by reply. We will contact you with details of your refund, once we have received and processed the returned item. You will be generally liable for the costs of shipment, but we will refund shipping costs if the order is being returned due to an error on our part.



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