Frequently Asked Questions:
How do I search for specific products?
Just enter your search term into the product search box located at the top right of each page and click the search button. The search function also works on specific words so if you are looking for 'Advantage for Cats' simply enter 'Advantage' and the relevant products will show.
Our search facility uses 'fuzzy' logic and so it will try and guess what you may be looking for. As your typed search term gets longer, the list of suggestions will get smaller. When you see the entry you want, highlight it with the mouse or cursor keys and hit return. Or you can simply click the "magnifying glass" icon to see all the search results.
How do I add products from the catalogue into my shopping basket?
Simply click on the 'Add to Basket' button for the product you required. You can use the 'quantity' box to change the amount you wish to purchase.
“I want to buy the same prescription product for different pets, but the system only allows me to name 1 pet at checkout”
This is where you want to buy 2 units of medicine A, 1 for your dog Daisy and 1 unit for your dog Rose. In this scenario, there is one important consideration, are they covered on the same prescription or on two different prescriptions?
If they are covered on the SAME prescription, then when it gets to the 'Tells Us About Your Pet' stage at checkout make a new pet called “2 pets – Daisy and Rose”. Then Upload the one prescription to complete the order. You can email, fax or post it to us, but uploading is quickest and generally easiest.
Where you have two different prescriptions, one for Daisy and one for Rose, but they are for the same medicine; then scan the two prescriptions as a single document and upload this, having created a pet called “2 pets – Daisy and Rose”.
When our vet goes through each prescription order to check totals, dates etc. they can adjust the order, so that Daisy and Rose get their own distinct medicines and labels. But most importantly our vet will have all the information they need (courtesy of your prescription) and “2 pets Daisy and Rose” pet label. When your order is being processed you may notice that your pet’s list changes. You may also receive additional emails(invoices for £0.00) generated from the website – this will simply be functional adjustments necessary to allow us to process and finalise the order, please keep them safe, but you need take no action.
I have placed an order that included some prescription drugs. Is there a way to get my non-prescription order items before you have received my prescription?
Due to the large volume of orders we receive, coupled with the delivery options we offer, we are unable to dispatch individual items from an order. We only dispatch complete orders.
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 photos on the website are for illustrative purposes only and do not always convey the exact visual characteristics of the product it represents. Packaging may also vary due to changes made by the manufacturer and/or our suppliers.
Please see our Prescriptions Information page for more information.
How do I obtain a prescription?
If your Veterinary Surgeon is prescribing medication for your pet they are legally obliged to provide a written prescription on receiving a request from you to do so.
Can my vet charge for issuing a prescription?
Yes, UK legislation allows your Veterinary Surgeon to charge for prescriptions at their own discretion. The conditions for the prescription charges can also vary e.g. they might charge a fixed amount per item or might charge per set of items. However, in our experience, the savings on offer at Best Pet Meds far outweighs any prescription charge your Veterinary Surgeon may impose for providing you with a prescription.
How often can I use my prescription?
Your Veterinary Surgeon will specify how many times your prescription can be used. They may state the prescription is Single Use Only in which case we can only provide the total quantity once and then you will need to provide a new prescription. Most Veterinary Surgeons will write a repeat prescription if requested by you to do so. The prescription will usually cover the period between patient review consultations. The prescription may hold a high quantity of medication, or may state 'Repeat X times' or 'repeat until .....'. If the prescription states 'Repeat' but does not specify how many times we can only repeat it once. If you have a repeat prescription you can order as and when you need the medication until you have reached the total allowance or the repeat prescription has expired, whichever occurs first.
Where do I send my completed prescription?
Once you have your signed and dated prescription from your Veterinary Surgeon, please submit it via the upload option when prompted during the online ordering process. Alternatively you can send it to us via email, fax or post using the information below. If submitting your prescription via email, fax or post please write your order number on the top of the prescription as this will speed up order processing. N.B. Please note that for certain categories of POM-V medicines we can only accept the original hard copy in the post, please see our Prescriptions Information page for full details. Please note that whilst we can accept an electronic copy of your prescription to start processing the order, we also need the original to be posted to us prior to dispatch so please ensure you post it to us first class on the date you place your order.
Fax: 01606 888851
Best Pet Meds
Sherburn Enterprise Park
Leeds LS25 6NB
Do you deliver overseas?
Under UK legislation there are no restrictions on Best Pet Meds delivering products outside the UK. Please ensure you select the appropriate overseas delivery option when you check out. See our Delivery Information page for more information on delivery rates and any restrictions that may apply to you importing products in your country.
Can I have my order dispatched to an address other than the one I registered with?
Yes you can. You will be given this option during the checkout process. Please ensure you enter the delivery address correctly before making a payment. Best Pet Meds will not accept responsibility for orders posted and not received if the delivery address provided was entered incorrectly.
Please note that prescription orders can only be sent to an address in the same country that the veterinary prescription originated from.
How do I know that my Credit/Debit Card details are safe?
All payments are processed securely by a registered and secure third party payment service provider. Best Pet Meds does not handle your credit or debit card information. Please refer to the Secure Payment Providers support page for further information about payment handling.
How are delivery charges calculated?
Delivery charges are calculated by adding the weights of all the products in your shopping cart.This total is then applied to a map of delivery charges and an appropriate charge is selected. For more information regarding delivery charges, please read the Delivery Information page.
How can I track my order?
You can track the status of your order any time by logging in to your account. If there are any problems with your order, you will be contacted by someone in our Leeds based customer services team. Please make sure you always supply us with the contact number that you are most readily available on.
How will my order be sent?
Orders less than 2kg will be sent via Royal Mail with the delivery scheme of your choice and the applicable delivery charge. All orders over 2kg are sent via Courier and will be delivered within 2 working days of being dispatched. Please note that we do not send Heavy Items over 2kg outside of the UK Mainland.
Why is Best Pet Meds not a registered pharmacy?
Our trading premises in Leeds is an Accredited Veterinary Premises regulated by the Royal College of Veterinary Surgeons (RCVS). Best Pet Meds is managed and run day to day by a UK registered Veterinary Surgeon and all orders for veterinary medicines are dispensed by appropriate SQP's. We are therefore fully regulated and licensed to retail veterinary medications.
Can I return goods to you?
We regret that we cannot accept returns of any medications, as this is not permitted by law. There are certain other products that we are also unable to accept for return. For all other items you have 7 days to return the item for a refund. Please see our Returns Information page for complete information.
Do you have a shop I can visit?
No, we do not operate a traditional ‘bricks and mortar’ retail store and as a result we are not able to sell items from our warehouse or provide collection facilities. Our website at www.bestpetmeds.co.uk has been designed to provide our customers with an easy to access 24/7 means of purchasing their veterinary medicines at very affordable prices. We are pleased to pass on the cost savings associated with not having the overheads of a retail shop to our customers.
I want to register an account, but I'm worried about having my details saved. Why do you need my personal details?
If you order an NFA-VPS item such as Frontline Spot-on Flea Treatment or Drontal Dog Wormer we will require basic details about the animal(s) you are treating. We require this because it is a legal requirement and is for the protection of your pets to ensure that you are ordering the correct product for them. Please complete the form as accurately as possible. You only need to register each pet once as the details will be held for your future orders.
Will my existing prescriptions show on my online account?
Yes they will. Once we receive a new prescription from you, the details will be added to your online account. You will then 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 Veterinary Surgeon.
I want to register an account, but I don't want to give my email address. Is there a way around this?
Is there a minimum spend per order?
Yes, the minimum order value is £12. If your order costs less than £12 you can simply add non-prescription items to your basket to increase the order value to £12.
I have made a mistake when placing my order?
If you have ordered the wrong item or entered in incorrect details please call us the customer service team straight away on 01977 689902 to amend your order as required.
I still have a question that I cannot find the answer to?
Please feel free to contact our Leeds based customer services team on 01977 689902 or email us at firstname.lastname@example.org