Shopping Online FAQ

Frequently Asked Questions about shopping online including creating an account, how to pay, returns, delivery and complaints.

How do I buy online?

We've tried to make the website easy for you to use. You can browse through the sections of the website that interest you and look for products which you can buy online. You can also use the search box at the top of the page to look for specific products.

When you find what you're after, enter a quantity and click on the Add to Basket button. You'll see a summary of your basket at the top left of the page.

When you're ready to complete your order, click on View Basket to review or amend your purchases and then proceed to checkout.

You can manage your account online and can even check the progress of your orders using your Member Details pages.

Can I order from overseas?


Can I have an order delivered overseas?


Is it safe shopping online at

Yes. We use the Secure Socket Layer (SSL) encryption method to ensure that all sensitive data is protected while you are on the site. We don't store your credit/debit card details on the site. They are discarded once your payment has been approved. Find out about our privacy and security.

Do I have to log in?

If you are paying by Credit/Debit card you'll need to create an account on the site. This allows you to log back in to track orders and view your account history.

What happens if I forget my password?

Use the Find Me form on the login page and we'll send you a reminder of your User ID and Password.

Why do i have to fill in a Veterinary Medicines questionnaire for some products?

Our Veterinary Medicines must be prescribed by a suitable qualified person (SQP), so we need gather as much information about the animals to be treated so that we can make sure it is the most suitable product to use. To find out more see About Veterinary Medicines.

How can I pay for my order?

Using your credit/debit card. We accept VISA, MasterCard, Maestro/Switch, VISA Electron or Solo. Or, use your PayPal account. Find out more about ways to pay in Payment FAQ.

How do I track my order?

Go to Member Details - your orders are stored there. You can keep an eye on the progress of your current online order as well as view past ones. When we send out your order, you also be abvle to use a tracking code to see the progress of your delivery.

Can I cancel or change an order?

You can cancel or change an order. You'll need to call the Customer Services team using the contact us page.

How do I add to my order once I have submitted it?

Just place a new order as normal.

Do I have to pay for delivery?

For smaller items, delivery is free! Check the product description. Other items carry a delivery charge. Find out more from our Delivery FAQ.

How do i complain?

For general complaints you can complain directly to head office on 01845 522611, please ask for the manager.

Complaints about Veterinary Medicines

If for any reason you are not satisfied with any of our veterinary medicines you can contact the Veterinary Medicines Directorate by emailing

Suspected adverse reactions

If you suspect that an animal has an adverse reaction to any animal medicine it must be reported to the Veterinary Medicines Directorate here.

How do i return an item?

Have a look at our returns policy

Does your shop stock all the items that are available online?

They always try to stock as much of the range as possible so you'll be able to get what you want there (except 'mail order only' items which can be bought from this website, over the phone, by fax or by post). If you're making the trip for something in particular though, give us a call first to check they have it in stock: we wouldn't want you to have a wasted journey.

Website design by ReZolve. An SSIDM website - v4.1.004a [4]. Loaded in 0.0820 seconds.