Help Center
I have a question about my account
Once you have successfully submitted your information you will receive a confirmation email welcoming you to VetUK. If you do not receive this email please check your Junk Mail inbox and if you are still unable to find it please contact us at customer.services@vetuk.co.uk.
When you created your account with VetUK you provided us with an email address and a password, to login you need to click on the "Login" tab at the top of the page and enter these details.
If you have reached the login page and have realised you have forgotten your password you will need to enter your email address and click "Forgotten Password."
To change your address you will need to log into VetUK and go into "My Account." From here you can modify your address by clicking on "View or change entries in my address book."
To sell licenced veterinary medicines we are required by the Veterinary Medicines Directorate (VMD) to collect information about the animal the product is being purchased for.
We are very sorry that you no longer wish to receive emails from us. To unsubscribe from the emails you need to scroll to the bottom of the homepage and click on unsubscribe
I have a question about placing an order
If you are searching using the quick search box it is better to type fewer words.
We do not have a telesales team for taking phone orders.
Errors can happen and occasionally the wrong item can be ordered or you may forget to place an item in your cart.
Orders can only be placed through our secure website.
Firstly input your details to Create an Account with VetUK or Log In if you have already completed this step. Find your product(s) using either the search box (top left) or through the categories (category menu bar).
When you have located the item(s) you are looking for, click its 'Add to Cart' button.
I have a question about payment and security
Many different things can prevent your payment going through, sometimes it can be something simple such as you may have incorrectly entered your address or card details.
We have invested in the best e-commerce security available for the safety of all our customers.
I have a question about prescription only medicines
You will need to ask your vet to provide a prescription for your pet's medication.
To order prescription only medications you need to place an order on the website in the normal way. When you proceed to the checkout you will be able to upload your prescription or advise us that we already hold it or that you will upload or send it at a later date.
Yes, veterinary surgeons can now charge a "reasonable fee" for writing a prescription.
Whilst the answer is strictly speaking 'no', it may not always be appropriate to have a prescription.
No, that would be illegal.
No, you can buy the initial quantity prescribed and then order any repeats later, up to the expiry date of the prescription.
It is a legal requirement that we receive a valid veterinary prescription to dispense products classified as Prescription Only Medicines.
Prescriptions can be uploaded when you place your order or uploaded to your order in your VetUK account after the order is placed (except for Controlled Drugs or prescriptions stating "Only the original prescription is to be accepted" where we are legally required to be in receipt of the original prescription)
If you are ordering Controlled Drugs (CD3) we must receive your original prescription through the post as these drugs are subject to strict regulations.
Licenced medicine or Prescription orders can only be cancelled as long as the order has not already been processed and dispatched. Unfortunately, we are unable to accept returns of licenced or prescription medications for refunds...
I have a question about delivery
Delivery charges start at £2.99. Please visit our delivery page for full details of delivery charges.
The delivery of parcels being sent via the Standard service is estimated to be 2-3 working days from despatch.
All orders are despatched on a tracked service and so you should be able to determine the location of your order using the tracking provided by our couriers.
Depending on the size of your order and the items it contains, it may have been split into two packages.
For a full list of our delivery range, please visit our delivery page.
I have a question about my order
Orders are estimated to be delivered within 3-5 working days depending on the shipping service used.
All our orders are shipping on a tracked service.
Please double check that the email has not been sent to your spam folder, this may happen if you have high security settings on your email. If your confirmation email has been sent to your spam folder please add us to your contacts to prevent future ...
I have a question about refunds and returns
If you do not wish to keep any of the items you have purchased you are welcome to return them to us, with the exception of Licenced Medicines, for a full refund as long as they are unopened and in a re-saleable condition. Returns must ...
If you wish to return items to us you must arrange this yourself and the cost of the return will be payable by you.
We treat each order as an individual purchase as we do not have the facilities to "exchange" items. The items in question would need to be returned to us in their original and unopened packaging and refund would be issued, a new order would need to be...
If a refund needs to be issued by VetUK it will be done so immediately by our Customer Service Team, however it can take up to five working days for it to show on your bank statement.
All our products are checked before they leave the warehouse so it is very unlikely that you will receive a damaged item from VetUK.