What's the shipping cost?

To see a full list of the shipping costs depending on where you live, please click here.

Please note that if your order exceeds a set amount the shipping cost will be free so check the chart for the free shipping limit where you are.

How long will it take to arrive?

Any order can take on average 3-5 working days to be delivered to a UK address and 5-10 working days for a Continental European address; check the shipping chart for a full breakdown of each region.

Where is my order?

Any order takes on average 2-5 working days to be delivered to a UK address and 5-10 working days for a Continental European address. So your order may just be on its way. If you’ve been waiting for a longer period you can track your order with the tracking information provided in the Your Order
has been Shipped email or contact our customer service team.

What’s the returns policy?

Medicines:

We regret that we can not, by law, accept returns of any medication including all flea treatments and wormers. If you return a medicine to us all we can do is dispose of it for you as it cannot be resold.

If we made a mistake (for example if we sent you the wrong product) we will accept returns for replacement if notified within 60 days of the order being placed.

Other Products:

If for whatever reason you are not satisfied with any other item you have purchased from us, you may return it if you notify us within 7 working days of receiving it. The product must be in its original packaging, unopened and in a re-saleable condition and the cost of collection or return will remain at your charge.  We only accept returns for products that have been purchased through us.

If your shipping address is outside the EU, we will retain the shipping fee.

If for any reason you return is a result of an error on our part, it will be accepted if we receive the product within 60 days of the order.

Any return which does not meet the conditions set forth above will not be refunded or replaced.

How do you send your orders?

Heavy goods (over 1kg) are sent by courier service and lighter items are sent by normal post. Any Prescription medications are sent by Recorded Signed for Post so you must ensure you are available to receive the order on the given date for delivery. Some items require special conditions of carriage such as refrigeration. Please note that we cannot send these goods at all on a Friday but more so it is your responsibility to ensure someone will be able to receive these goods on the delivery date or else risk the perish of the goods at your cost.

How long do I have to wait without receiving my goods before you can resend my order?

If your order has been sent by Courier then tis should never happen but if it is not with you in 2-3 working days after the date you had your shipped email them please contact us and we can look in to this for you. For all Royal Mail orders we have to wait for 15 working days from the date of dispatch before we can re send an item. For ALL prescription orders you would need to contact us by phone to talk to the pharmacy team on 0203 058 0500.

My order has arrived damaged, what do I do?

Please inform us within 30 days of having received the order so we can arrange a refund or replacement on the items in question.

My order has arrived but an item is wrong / missing?

Please feel free to email us on info@medicanimal.com or call with your order number to report this within 60 days of receiving your order. Please have your invoice to hand as we will ask for the 2 numbers from the bottom of the invoice for picked by and packed by for quality control purposes. We can then get the correct or missing item out to you and arrange the return of an incorrect item.

Do I have to have an account to buy from you?

Yes. we are an Online store and as such we do need an account to be able to ship to you. However, it's quick and easy to open an account so just click on the link at the top of the page and enter the appropriate details. As we are based online all your main contact will be done through email so please ensure to supply a correct email address. If you do not have an email address, please provide a phone number that you can be contacting on.

How do I create an account?

To create an account please click on new user at the top of the homepage and then just fill in the appropriate information, please remember that the site is case sensitive and you will need to always enter your email address and password as you set them when you create your account.

Why can I not sign in?

The most common reason to not be able to sign in is incorrect password and all you need to do is click on forgot password to receive a new one by email. The best thing is to copy and paste the new password from your email but please note that these generated passwords ONLY work ONCE so once you have signed in you must re set your password manually or you will have the same problem next time you try.

What is my username?

Your Username is the email address that you provided to us when you registered with MedicAnimal. It’s usually your email address. If you have more than one email addresses, try them all.  

If you really can’t remember which email address it was, send us an email with your full name and address  (the one you used to register on MedicAnimal) and we will do our best to find and send you your username as soon as possible.

What is my password?

If you don’t remember your password, you can request a new one.  Just provide your email address (the one that you used to register on MedicAnimal) and we will send you a new password.

Log-in with your new password. You can now change your password to something more personal. Just go to your profile and click on change password.

I have requested a new password and it still doesn't seem to work. What do I do?

It may be because you are trying to log-in with the wrong username. Your Username is the email address that you provided when you registered with MedicAnimal. So try your normal email address or if you have more than one email addresses, try them all.

If you really can’t remember which email address it was, send us an email with your full name and address  (the one you used to register on MedicAnimal) and we will do our best to find and send you your username as soon as possible.

I have never ordered prescription stuff online before. What's the process/ what do I need to do?

First, ask your vet to provide a prescription for the medication in question, either using the MedicAnimal Prescription form, or by writing their own prescription. Then hop onto our website and order the drug, making sure you do not order a larger quantity or a different strength than the prescription allows. Next you need to send the prescription to us, by fax, email or post. Once we receive the prescription we will send you an email telling you that we have received it, and we will then process and dispatch your order within 24 hours. To learn more about it, click here.  

What if my pet requires long-term treatment? 

If your pet requires long-term treatment make sure to have your vet fill in the number of repeats your prescription allows. This will allow you to re-order without having to provide a new prescription each time. Once all repeats have been used, or your prescription expires, you will need to provide a new prescription.

For how long is a prescription valid?

Prescriptions are valid for 6 months from the date of issue. This means you have 6 months from hat date in which to use your prescription, including any repeats. After 6 months have passed your prescription expires and you need to obtain a new one, even if you have not purchased the full amount of medication it allows.   

How do you match my prescription to my order?

To match your prescription to your order most efficiently, we need your help. Please write the order number on the front of the prescription before you send it in. If you do NOT do this then it can slow down sending your order out as we have thousands of prescriptions with no order number and nothing to match them to.

I have sent you my prescription but you have not received it what can I do.

You should always make a photocopy of the prescription before putting it in the post but we can accept a Faxed prescription from your vet in case of the loss of an item in the post. We can NOT contact your vet for you as they will have a much better relationship with you than us and are much more likely to help you as a client rather than us as a pharmacy.

What methods can I use to pay?

You can pay by most major credit/debit cards, Netbanx or PayPal. Please note that some cards, including Maestro and American Express need to be processed through one of the third party payment providers Paypal or Netbanx. We can also accept posted cheques but the goods will not be sent until the the cheque has cleared. You can also pay by bank transfer if you wish so please contact us for the relevant information.

Where do I enter my promotion code?

This is pretty easy- Just shop normally by adding the products you want to your cart. When you’re ready, click on the “Checkout” or the “View Cart” button of your Cart Summary to display the details of your shopping cart.

In your shopping cart, just enter your discount code in the dedicated area. Then press the red “Add Code” button. The discount will be applied to the total Price. You can now continue the checkout.

I have referred a friend but don't see my £5 referral voucher yet.

If you have referred someone to us and do not have a voucher from this then it may be that your friend did not set up the account correctly and did not use your ID number when they set up their account. If this is the case we can fix this but we will need friend's name and address or your friends order number. We can then look in to it and as long as we can associate the 2 people then we can make a voucher for you.

How do I find if I have a voucher?

To see if you have a voucher, the easiest way to do this is to sign in to your account and then go to "my account" at the top of the page. You can see if you have any vouchers that you can use on your order as they will be listed under payment methods.

How do I use a voucher on the site?

If there is a voucher on your account, just go through with your order as normal and just before the payment details page you will see an option to use a voucher. You can select to use all the voucher or part of the voucher it is up to you. You will see the amount you select to use removed from your bill at the final payment section.

I am in a VAT exempt area / have a VAT number how do I place a ex-VAT order?

If you are in a tax free area or have a VAT number we can remove VAT for you or refund it. If you place your order during business hours 9am to 6pm Monday to Friday then you email us with your order details and we can remove the VAT from the order straight away. Alternatively, you can place the order over the phone and we can remove the VAT prior to ordering

I placed an order 2 days ago and you have now launched a code can this be applied to my order for me?

I am sorry but we do not launch codes on a timed basis. If the code was active but not used on your order when it was placed then we will be happy to refund it to you. However, if the code was not active when your order was placed then you are not entitled to the discount. You can of course place another order to make use of the code.

How many Drontals do I need for my …?

You will find general indications from the manufacturer in the description of the product. Open the product description and click on “view more” to display the full description. You might find the information that you are looking for.  However, please note that MedicAnimal cannot substitute to your vet. You should see your vet to find out what’s the best for your animal.

What's the difference between Frontline and Frontline Combo?

Both products are preventative treatments against fleas, ticks and biting lice. They both kill ticks that have attached to the pet within 48 hours and the quality of prevention they provide against both ticks an biting lice is identical for both products. The difference is in the flea control. Both products will kill 98-100% of ADULT fleas within 24 hours for approximately 2 months, but Frontline Combo has an additional ingredient that will prevent development of all immature stages of the flea’s life cycle. This means that Frontline Combo is the better choice if you’re home has been subject to a heavy infestation of fleas, your pet is often in contact with lots of other animals, or frequents areas likely to have a heavy environmental flea burden. In all other circumstances Frontline Spot-On should be quite adequate.