Petshop Direct

If you have any queries or questions about Petshop Direct, we hope you will find the answer here.

If your query isn�t answered in any of the below, our customer services team will be happy to help. You can find details of how to contact our team on our Contact Us page.

About Petshop Direct
• What is Petshop Direct?
• Is Petshop Direct a legitimate chemist?
• Can I trust Petshop Direct with my pets health?
• Who is behind Petshop Direct?
• How do I find my nearest Petshop Direct shop?
• Who do I contact regarding employment at Petshop Direct?

Shop Online
• Can I alter the details in my Petshop Direct online account?
• Which payment methods do you accept online?
• At what stage is my credit card charged?
• Is it safe to use my credit card on your web site?
• Can I still purchase an item that is out of stock?
• Will I receive an order acknowledgement via email?

Pet Prescriptions
• Do you offer pet prescription services?
• Are you legally able to dispense prescriptions?
• Who is responsible for processing prescriptions?
• I�ve heard buying pet medication online is risky, is it safe to buy from you?
• How do I get a prescription?
• Will my vet charge me for providing a prescription?
• Can my vet refuse to issue a prescription?
• If I get a prescription from my vet can they then insist my pet has more frequent check-ups?
• How long can I use a prescription for?
• My pet takes long-term medication, do I need to get a new prescription every time?
• Do I need to purchase everything on the prescription at the same time?
• Can I scan/email prescriptions to you?
• How is medication delivered to me?
• Can I have medication delivered to my office?
• What happens if I am not in?

Delivery
• What are your delivery rates?
• Where does Petshop Direct deliver to?
• Do you deliver to international addresses?
• Will I have to sign for my delivery?
• Do you deliver to PO Boxes?
• How can I check the status of my order?
• Can I have my order gift wrapped?

Returns
• Can I return my the goods I have ordered?
• How do I return my goods?
• What if I want to cancel my order?
• How long will it take to receive my refund?

Security & Privacy
• Is it safe to give you my email address?
• Why do you want my name, address, email address, telephone number etc?
• Is it safe to use my credit card on your web site?
• Do you use cookies on your web site?
• Can I have access to my personal information?
• What if I have forgot my password?

About Petshop Direct

What is Petshop Direct?
Petshop Directis a UK based online pet shop offering thousands of quality pet supplies and medication at outstanding prices.

It was launched in February 2009 by entrepreneur Mitesh Soma with the support of his wife Krishna, a UK registered Pharmacist. You can find out more about Mitesh here.

petshopdirect.com offers an extensive range of quality pet products and services including pet medication, food, toys, treats, healthcare, behavioural products, first aid, grooming and gifts.

We are committed to providing our customers with the highest possible level of customer care while offering a vast selection of products to keep your pet happy and healthy!
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Is Petshop Direct a legitimate chemist?
Yes, we are a UK registered chemist, overseen by the Royal Pharmaceutical Society and members of the National Pharmacy Association. We operate from registered pharmacy premises and are owned and run by UK registered pharmacists. You can check our status by clicking on the following link:
http://www.rpsgb.org.uk/registrationandsupport/registration/searchourregisters/
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Can I trust Petshop Direct with my pets health?
Yes, Petshop Direct is run and overseen by pharmacists. All medicinal product orders are checked by our pharmacy team. We have implemented operating procedures to safeguard patient health. You can also speak to us or email us by contacting us anytime if you have any queries.
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Who is behind Petshop Direct?

Petshop Direct is owned Direct Heathcare Ltd. and run by UK registered pharmacists.

How do I find my nearest Petshop Direct shop?

We are an internet only shop, ensuring our costs are kept to a minimum and our prices as low as possible

Who do I contact regarding employment at Petshop Direct?

Please visit our Employment Section for further information regarding opportunities at Petshop Direct

Shop Online

Can I alter the details in my Petshop Direct online account?

Before you can place an order with Petshop Direct, you will be asked to create a customer account. You can alter the information you provide at any time by logging into my account. Please see our privacy policy for details of how we use the information that you provide to set up your Petshop Direct customer account.

Which payment methods do you accept online?

Payment can be made by Visa, MasterCard, Delta, Electron, Solo, JCB, Maestro. You can pay using our main payment pages which are secured by Protx, alternatively you can pay using your Paypal or Google Checkout account. If you are uneasy about entering your card details online you can call us on 0845 259 0175 and we will be happy to take your order over the phone.

At what stage is my credit card charged?

Your credit card will be charged at the point at which your order is processed.

Is it safe to use my credit card on your web site?

Petshop Direct values its customers and respects their privacy. Any information we collect about you is held with the utmost care and security. We use Protx to process card transaction and so do not actually store your card details. Protx utilise the latest strong encryption technology to ensure that all transactional information is protected to the highest standard.

Can I still purchase an item that is out of stock?

Stock levels are indicated next to the product image on the shopping pages. If an item is out of stock you can still add it to your order, however it will only be dispatched once it is in stock. Please do not order an item displayed as out of stock if you require the item urgently. We aim to replenish our stocks daily, so in most cases if the item is out of stock, it will be back in stock very soon.

Will I receive an order acknowledgement via email?

In order to set up your Petshop Direct customer account and purchase goods online, you will have provided us with your email address. You will receive an order acknowledgement via this email address when you order is received. You will also receive an email when your order is dispatched, this will allow you to track the parcel.

Pet Prescriptions

Do you offer pet prescription services?

Yes, we offer competitive prescription services.

Are you legally able to dispense prescriptions?

Yes, we are a UK regulated pharmacy, with physical premises in Birmingham. Our pharmacy services are fully compliant with the Royal Pharmaceutical Society of Great Britain�s protocols and NHS primary care trust requirements.

Who is responsible for processing prescriptions?

We have a team of highly trained professional pharmacists who dispense prescription orders. All our pharmacists are members of the National Pharmacy Association and are registered with the RPSGB. Our pharmacists have years of prior experience, working for Boots, Lloyds and many others. Overall the pharmacists have over 30 years of pharmacy experience in dispensing medication and providing patient care. We also have a team of pharmacy technicians who work alongside our pharmacists to prepare prescription requests

I�ve heard buying pet medication online is risky, is it safe to buy from you?

Yes, our service is fully legitimate and complies with UK laws and regulations. We understand that there are a number of illegal websites which operate from outside the UK selling counterfeit unsafe lifestyle drugs that have been featured in the media. We are not in the same category as these outfits and are lobbying hard to close them down.

Our service is fully transparent and overseen by the same UK bodies that oversee all high street chemists. You can be assured that you are dealing with a professional organisation and that the medication you receive is original and safe.

Our service is fully transparent and overseen by the same UK bodies that oversee all high street chemists. You can be assured that you are dealing with a professional organisation and that the medication you receive is original and safe.

How do I get a prescription?

You can either ask your vet to write you a prescription or print one from our site for your vet to complete. Then after you have placed your order you will need to post the prescription to us with the order number written on.

Will my vet charge me for providing a prescription?

Your Vet should not make unreasonable charges for issuing prescriptions.

Can my vet refuse to issue a prescription?

Not if the medication is something the vet would normally dispense to you.

If I get a prescription from my vet can they then insist my pet has more frequent check-ups?

No, that would be illegal. A vet cannot discriminate between customers purchasing medication from them or customers purchasing from elsewhere.

How long can I use a prescription for?

Prescriptions for single dispensing must be used within 6 months of the date on the prescription.

My pet takes long-term medication, do I need to get a new prescription every time?

No, your vet can write you a repeat prescription. You can continue to use that until it expires, after which you will require a new prescription.

Do I need to purchase everything on the prescription at the same time?

No, you can buy as much or as little as you like. We understand that caring for a sick animal can be expensive and we are happy for you to purchase at your convenience.

Can I scan/email prescriptions to you?

Yes, faxed or emailed prescriptions can be accepted for dispensing, however, we still require the original prescription to be posted to us. We suggest that you write a note on the prescription before faxing, stating that you have/will be posting the original on to us. This would speed up the processing of your order.

How is medication delivered to me?

Your pet medication is delivered using 1st Class registered post (or via courier if you select the courier option at checkout). The items will be discreetly wrapped with no indication of what is inside the package. Our name or logo is not shown on the package and so you can rest assured that nobody will know what is inside your parcel.

Can I have medication delivered to my office?

Yes, you can have your items delivered to an address of your choice.

What happens if I am not in?

We require a signature on delivery to ensure your order has arrived at the correct destination. If you are unavailable to sign for your delivery, the items will be returned to your local post office collection centre where you will be required to collect the item from. If you do not collect your items they will be returned to Petshop Direct who may charge for re-delivery.

Delivery

What are your delivery rates?

Please see our Delivery Information for full details of the Petshop Direct delivery rates and service.

Where does Petshop Direct deliver to?

Petshop Direct delivers internationally. There are certain countries which place restrictions on the types of products that may be delivered into them. We will inform you if there are any problems. For further information about our delivery options visit our Delivery information section.

Do you deliver to international addresses?

Yes, delivery to Europe and the Rest of the U.K. (including the Highlands & Islands of Scotland, Northern Ireland, Shetland Islands, Isle of Man, Isle Of White, the Isles of Scilly, the Channel Islands & British Forces Post Offices) is charged at £ 7.49 regardless of order value. Delivery is usually 3-6 days. Delivery to regions outside of Europe are charged at £ 14.99 regardless of weight. Delivery is usually 5-10 days. All prices shown online include VAT. At checkout VAT (up to 15%) will be deducted where applicable.

Will I have to sign for my delivery?

For security reasons, all parcels must be signed for on receipt. If you will not be at home during normal office hours you can provide us with an alternative secure delivery address where someone will be available to sign for your parcel. You must be available to sign for the goods when they are delivered. If the delivery fails the courier or postman will leave you a note, you must contact them within 3 working days either by calling the number on the card or visiting your local Royal Mail collection office. Failing this the goods will be returned back to our warehouse where an extra delivery charge will apply to either attempt the delivery again, or in the case of refunds, refund the cost of your order less £6 (postage and handling).

Do you deliver to PO Boxes?

Petshop Direct�s delivery service requires a signature on delivery, therefore we are unable to deliver to PO Boxes.

How can I check the status of my order?

Once we have received your order, Petshop Direct will email you with your order number. Please quote this order number in all correspondence. You can contact our customer services team at sales@petshopdirect.com with regard to your query. You can also track your order by clicking here

Can I have my order gift wrapped?

Yes, if you would like to send your order as a gift, you can select the gift wrap option at the delivery options stage of the ordering process. You will then be offered the opportunity to add a gift note with a personal message. If you select the gift wrap option, those items which are not already gift boxed will be presented in our signature gift packaging.

Returns

Can I return my the goods I have ordered?

Petshop Direct hopes that you will be delighted with your order. However, if for any reason you are not completely satisfied please contact us at sales@petshopdirect.com, or contact customer services by telephone who will be pleased to assist you by forwarding a Returns Form. Please ensure you have your order reference number ready when contacting us. Please see our delivery section for more information

How do I return my goods?

The procedure for returning goods to us is straightforward and is clearly explained in our Delivery information section.

What if I want to cancel my order?

In addition to our returns policy under the distance selling regulations you have the legal right to cancel your order within seven working days from the date of receipt of the merchandise if you send us a notice of cancellation in writing and return the merchandise to us in their original, unopened and unused condition. You must contact us at sales@petshopdirect.com before returning an item to request an returns authorisation code. If the item is returned without an authorisation code we will be unable to offer a refund or exchange. You will also be liable for the cost of delivery back to your address. We are unable to offer this returns policy on items opened for reasons of hygiene. Please note that if the item has already been shipped from our warehouse a £6 handling charge will apply. Your statutory rights are not affected.

How long will it take to receive my refund?

Your payment for the goods will be refunded by Petshop Direct within 30 days of cancellation by the original payment method.

Security & Privacy

Is it safe to give you my email address?

In order to make a purchase through the Petshop Direct website you will be required to register. When you register, you will be required to provide information about yourself including your email address. We will use this information to acknowledge your order and to communicate with you if there is any issue regarding the fulfillment of your order. We will not send you any unsolicited materials if you opt out of our newsletters, which you can do from your account. Any information we collect about you is held with the utmost care and security. Please see our privacy policy for details.

Why do you want my name, address, email address, telephone number etc?

Petshop Direct asks for these details so that we can enhance your experience of using our site, ensure patient safety, provide you with the goods and services you request from us, enable us to fulfil your order and make sure it is delivered correctly and to contact you in case there is a problem with your order. If you have agreed, we will contact you to keep you up to date on our latest products, promotional offers and events.

Is it safe to use my credit card on your web site?

We use the latest strong encryption technology to ensure that all personal information is protected to the highest standard. Transactional information could include any credit or debit card details, your personal contact information, health conditions, together with any other names and addresses you provide when you place an order for delivery to another address, and your purchasing history. If you have given your consent prior to entering the details required for the ordering process, our web site will retain your Petshop Direct account details such as your name, address, email address and purchasing history. Each time you log into your Petshop Direct account to create a new order you must re-enter your credit card details. Please see our Privacy Policy for further details.

Do you use cookies on your web site?

The ordering system uses cookies to record a unique reference on your computer. This means that we can recognise your computer when you access www.petshopdirect.com and log into your account with your user name and password. We will not use cookies without your prior consent so you have the option of choosing whether or not you would like our website to remember your details before you enter the delivery options section of our ordering process. The use of cookies allows us to remember the goods that you placed in your shopping bag and saves you having to enter the basic contact information that you provided us with on setting up your account. Our cookies do not remember your credit card details. Please see our privacy policy for more information.

Can I have access to my personal information?

You may see the personal data that we hold on you by sending a written request and £10 fee to Company Secretary, Petshop Direct,
28 Pound Road, Birmingham, B68 8LY.

What if I have forgot my password?

If you cannot remember your password, simply click on the button Send me my password an email containing your decrypted password will be sent to the email address you originally provided when you registered.

Frequently Asked Questions