Vetstoria

If you have any queries, comments or complaints in regard to any aspect of your order or the contents of this web site, please email us at customerservice@vetstoria.co.uk and we will try to resolve the matter to your satisfaction as efficiently and as quickly as possible.

Before doing so, we advise that you read the following section in which you may find your query answered in our Frequently Asked Questions:

Are the products on Vetstoria.co.uk the same as the ones I get from my vet?

Yes. There is absolutely no difference between the products we sell and the products your veterinary practice sells. In fact, there's a good chance we're using the same suppliers.

Yes. The legislation in place allows you to legally order animals’ medication online.

A prescription is a form that allows us to dispense your pet's medication. It is very similar to the form you would receive from your doctor for a prescription. It must contain certain information concerning you, your animal and the medication to be dispensed. It must also detail your vet’s address and be signed by him or her.

• All the products requiring a prescription signed by your vet have the icon next to them.
  
• The other ones will have the icon next to them. However, for a number of these products (wormers especially), we will ask you to provide some details about the concerned animal. This will be done automatically as you make your order.

On request, your veterinarian will provide you with a written prescription. She/He may write her/his own. However, to save your vet's time, our website can generate a prescription which you can print off and take to your veterinarian:

• You can download a pdf of a blank prescription form here .
  Adobe Acrobat Reader required. Download it from here .
  

Or

• If one or more of the products in your order needs a prescription, our website will automatically generate a merged prescription at the check out.

Write your unique Vetstoria order number on the prescription form and send the prescription to us. To do so, you may:

• Fax it to 01233 640672
• Scan and email it to prescription@vetstoria.co.uk
• Post the original prescription form to the address below:

Vetstoria ltd
PO Box 179
Boughton Lees
Ashford
Kent

• You can ask your vet to write a repeat prescription, which allows you to buy up to 6 months worth of medicine. This could be 1 month worth of medication repeated 6 times, 3 months repeated twice etc.
  
• Vetstoria.co.uk will keep your prescription on file so that repeat orders can be made up to the total specified by the prescription.

• More than one medication may appear on the same prescription as long as the animal needs all the medications.

If you subscribe to a medicine requiring a prescription, all the above rules will apply. A week before the scheduled dispatch of the medicine, you will receive an email to remind you of your order and the need for the prescription.

No, by law your vet cannot charge you for issuing a prescription.

• Yes, prior to signing the prescription, it is essential that your vet has established that the medication is both safe and appropriate for your animal. For common, long-term conditions such as arthritis, this often means a check-up every 6 months.

• However, your vet should not insist on more frequent check-ups/blood tests than he/she would normally insist upon had he/she been supplying the medication(s) him/herself.

No, however you should seek your vet's advice before feeding your pet with one of these diets.

Yes, if the products purchased would normally have been supplied by your veterinary surgeon for your animal's condition. Simply print off a receipt when you order your drugs and submit this to your pet insurance company with your claim.

• Free delivery applies to all items below 0.5kg (look for the FREE DELIVERY icon ) but not foods and heavier items (over 0.5kg). For these items, please note that the delivery charge is calculated by the combined weight of all items ordered at one time. This can be seen by adding a product to your cart.

• Note that the shipping charge between 0.5kg and 10kg is a flat rate of £8.50. This means that it may be useful to order multiple items at one time in order to maximise your saving.

• For any shipping above 10kg, the charge is 85p per kg.

Products are dispatched between 1 – 7 working days after receipt of order and, when appropriate, receipt of prescription. Delivery time refers to time after dispatch from the Vetstoria warehouse. Orders are not dispatched on weekends or public holidays.

• All items below 3.75kg: Sent by Royal Mail Recorded delivery.
  Signed For, aimed at next working day after dispatch from the Vetstoria warehouse.

• All items above 3.75kg: Sent by Parcel Force 48.
  Parcel Force guarantee 2 days delivery, fully tracked.

• Note: If a product is out of stock or will take longer than expected to arrive Vetstoria staff will contact you.
  Some exceptions to the above delivery styles may be applied at the discretion of Vetstoria Ltd.

• Emails will be sent to inform you:

o When the order has been received
o When the prescription (if necessary) has been received
o When the order has been dispatched

• It is also possible to check the evolution of your order in "’My Delivery" by clicking on "DELIVERY" in the top right corner.

• If you are not satisfied with your purchase, return the goods to us, undamaged, in their original package, unused, unopened, sealed, with any instruction, warranty card, accessories, etc. within 7 working days (starting from the date of receipt) for a refund or exchange.

• Please note we do not refund postage on unsuitable items or cancelled orders. It is your responsibility to ensure that goods are suitably packaged for transit so that they are returned in their original, saleable condition. Where products are supplied in sealed containers, all seals must be intact. This does not affect your statutory rights.