From €59 shipping only €2.95 (excluding Switzerland) more information

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Frequently asked questions

  1. ORDER
Do I need to create an account before I can order?

When you’re ordering prescription medication we advise you to create an account. So we can maintain your prescription information by attaching this information to your account. Moreover, if you have created an account you can login with your email address and password and you will not have to fill in your data again when placing an order next time. Additionally you can watch the status of your order under 'My account'

Can I place my order by phone or by E-mail?

Unfortunately you can’t place your order by Phone or by E-mail. The chance of making mistakes is smaller when you place your own order in our webshop. Hereby you know for sure that the right product is ordered and that your personal details are correct. Please contact our customer service if you need help in processing your order.

What are the shipping costs?

The shipment costs (incl. VAT) depending on the order value, the weight of your order and the country where the order has to be sent to.

The total weight of your order can be found in the shopping cart overview. However, our orders often weigh not more than 2 kg. Therefrom you will see our shipping rates for orders up to 2 kg. Should your order weigh more than 2 kg, then you can request the shipping costs for your order in the shopping cart overview. You can do this by clicking on the 'get a quote’ button at the bottom left. Under the button will appear the correct shipping costs.

Country  Product order value
€0 - €30 €30 - €59 €59+
Belgium €5.95 €4.95 €2.95
Denmark €5.95 €4.95 €2.95
Germany €5.95 €4.95 €2.95
Finland €5.95 €4.95 €2.95
Greece €5.95 €4.95 €2.95
Hungary €5.95 €4.95 €2.95
Ireland €5.95 €4.95 €2.95
Italy €5.95 €4.95 €2.95
Austria €5.95 €4.95 €2.95

Country Product order value
€0 - €40 €40 - €75
€75+
Switzerland* €16.95 €13.95 €9.95


*If the delivery country is outside the EU, please take into account any additional costs. These possible additional costs may differ per country and are for the buyer. More information about these costs can be found on the website of the European Commission.

I have a discount code, how can I use it?

You can use the discount codes only if you are logged in to your account. After you logged in to your account, you can add the desired items to your shopping cart. Go to your shopping cart, enter the discount code in the field ‘DISCOUNT CODES’ and click on ‘apply coupon’.

I have subscribed an incorrect address in my order. Can I change this?

When you have subscribed an incorrect address, please contact our customer service. When your order isn’t shipped yet, we can change the address. When your order already shipped out, we can’t change the address. Therefore, please be careful when you fill in your address.

  2. PAYMENT
How can I pay my order?

You can pay for your order with PayPal, iDeal (the Netherlands), Bankcontant/Mister Cash (Belgium), Giropay (Germany), Mastercard, Maestro, Visa or SOFORT (Belgium, Germany, Italy, Austria, Poland, Spain, Switzerland).

PayPal
When you choose PayPal as payment method the surcharge is 1.50€.

  3. DELIVERY
When can I expect my order?

Our company is located in the Netherlands and our orders will be shipped by DHL or PostNL. Our experience is that the delivery of orders outside the Netherlands may take a longer time. The delivery time to Germany is several days.

If you’ve ordered prescription medication you should note that the time from order to delivery may take a longer time. Because we’re not allowed to ship prescription medication before we have received the original prescription by post.

How will my order be delivered?

Our orders will be shipped by DHL or PostNL.

An order shipped by DHL will be offered to you twice. If you’re not at home when we offer your order for the second time, then your order will be brought to a post office near you. Your postal service will notify you by means of a note. It can also occur that your order will be delivered at your neighbors. If you’re often not at home we advise you to get your order delivered at your work, neighbors, family or acquaintances. Unfortunately, shipping to a PO box is not possible.

For Germany orders shipped by DHL there is always one delivery attempt. If you’re not at home there will be a delivery attempt at your neighbors. If your order can’t be delivered you’ll be informed in writing that you can pick up your order at a post office. With this written proof you can pick up your order within 7 working days or you can request a second delivery attempt.

I haven’t received my order (yet). What do I have to do now?

When you haven’t received your order, please contact our customer service. When you haven’t received your order you need to report this within 6 weeks after you’ve placed your order. Reports made after 6 weeks can no longer be processed.

What happens to my order if I don't pick it up?

Sometimes we receive orders in return because they are not picked up. We will contact you if we receive an returned order which wasn’t picked up by you. If you would like us to send your order again, then the half of the shipping costs is for your account and the other half is for ours. If you decide to add another item to your order, the shipping costs will be fully paid by us.

  4. CANCEL AND RETURNS
Can I cancel my order?

Basically you can’t cancel your order. Please check your order before you place it definitely. Obviously it could happen that you’ve placed an incorrect order. When this happens, please contact our customer service. When you’re order is send, we unfortunately can’t change your order anymore.

Can I return received veterinary medication and/or pet supplies?

It is forbidden by law to take veterinary medication back. This includes flea and tick treatments and wormers. Unfortunately we’re not allowed to take back the veterinary medication, flea and tick treatments and wormers that have left our warehouse because we’re not allowed to sell them again. It is not known what happened to the medication or how they are stored. Because of this the quality of the medication can’t no longer be guaranteed. This also applies to unopened packages.

For pet supplies you’ve a trail period of 14 days. This period starts after you’ve received your order. If you decide to return pet supplies, the product must be returned in the undamaged original packaging and must show no signs of use. Because of hygienic reasons we can’t take back products that have been in contact with your pet. The costs for returning pet supplies are for the buyer.

  5. PRESCRIPTION MEDICATION
Why do I need a prescription to get certain veterinary medicinal products in your online pharmacy?

Legislation has determined which veterinary medicines are available without a prescription, which veterinary medicines are available without a prescription at a veterinarian and which veterinary medicines may only be delivered by prescription of a veterinarian at a pharmacy. Since we are no veterinarian but an online pharmacy, we may deliver some veterinary medicines only by prescription from a veterinarian while you can get these veterinary medicines without prescription at your veterinarian.

What is prescription medication?

When you order prescription medication you must have a valid prescription from a veterinarian. We need the original prescription. Read here more about our proceedings regarding prescription medication orders in our webshop.

How do I recognize prescription medication in your webshop?

You can recognise prescription medication in different ways. These products are indicated by a yellow, rectangular warning sign followed by a red text:

PRESCRIPTION REQUIRED

In addition to that you need to accept our terms of prescription medication, before you can add the product to your shopping cart.

What are the benefits of ordering medicines on prescription online?

The greatest advantage of ordering medicines on prescription online is that they are being delivered at your home!

For some veterinary medication (wormers, anti-parasite and fungicides as well tranquilizers) it is possible to have an annual recipe written out. When you ask your veterinarian to write a year prescription for the medicine you want, and we receive the prescription physically, then we are allowed to deliver for 1 year of the by your veterinarian written medicines and dosage. This means that you can place orders within that year, without you having to get a new prescription every time you want to order (if the ordered quantity of medicines and dosage corresponds to the by your veterinarian written veterinary medicine and dosage), and we automatically can ship this to your home address.

What is your procedure for ordering prescriptive medication?

When you order prescriptive medication you must have a valid prescription from a veterinarian. You must send the original prescription to us by mail. We should have received the original prescription within 7 days, after which the original prescription remains in our possession. Once we have received your prescription, our pharmacist will assess the prescription. If the prescription is approved your order will be processed and sent to you. To speed up the process, we request that you upload the prescription before sending it to us by post via the upload function for the relevant prescription veterinary medicinal product. So that we can prepare your order and we can send it to you immediately after we’ve received the original prescription. Please note that the time from order to delivery can take more than 8 days. In your account you can see the status of your order.

  1. Request a prescription from your veterinarian;
  2. Upload prescription via the upload function for the relevant prescription veterinary medicinal product;
  3. Place an order in the webshop;
  4. Write your order number at the prescription;
  5. Write the sender information on the envelope;
  6. Send the original prescription to us by post.
Pharmacy4pets.com
Mijlstraat 35
5281 LJ Boxtel
The Netherlands

Please make sure that your post is prepaid sufficiently. If you want to track your post, we recommend to send it by registered mail.

Fax: 0031 (84) 8302968
E-mail: [email protected]

If you’ve ordered prescription medication but you can’t send us the corresponding valid prescription by post, we are obliged to cancel your order and charge 7.50€ administration costs. The administration costs will be deducted from the amount to be credited.

What information must be mentioned on a prescription?

On a valid prescription must be mentioned:

  • the date of writing;
  • the name of the medication and active substance;
  • the strength of the medication;
  • the species and name of the animal;
  • the dosage and/or the quantity;
  • the name and address of the veterinarian;
  • the name and address of the animal owner;
  • an official signature of the veterinarian.

Caution! An old packaging of a medicine is not a prescription.

Can I place several orders with one prescription?

It depends on the type of prescription whether you can order with this one prescription more than once. A veterinarian can write a prescription per package, but can write a half year prescription or a year prescription depending on the type of veterinary medicine. In the recipe, the quantity for veterinary medicine to be delivered is limited to what is necessary to carry out the intended treatment of therapy within a period of maximum one year from the date of prescribing, in case of:

  • wormers
  • anti-parasites
  • fungicides
  • tranquilizers

All other types of veterinary medicine within a period of maximum one month from the date of prescribing. When you ask your veterinarian to write a year prescription for the veterinary medication you need and we received the original prescription, then we are allowed to deliver for 1 year in case of wormers, anti-parasites, fungicides and tranquilizers. This means that you can place an order within this year without you having to get a new prescription every time you want to order the medicine on prescription (if the ordered quantity of medicines and dosage corresponds to the by your veterinarian written veterinary medicine and dosage). After this year you will need a new prescription from your veterinarian.

The original prescription that you send us by post remains in our possession.

I want to order a medicine on prescription, but I don’t have a prescription. What do I have to do now?

To be able to deliver a medicine on prescription, we always need an original prescription from your veterinarian. When you don’t have a prescription, you can ask your veterinarian to write a prescription for you. It is common for your veterinarian to ask a small fee for writing a prescription.

  6. GENERAL
How can I contact your customer service?

You can contact one of our employees by email or telephone. Our customer service is available from Monday till Friday from 8.00 – 17.00 hrs. We request you to ask your questions as much as possible by e-mail. We try to answer your question within two working days. For urgent inquiries please call 0031 (84) 0039639. Keep in mind that there are costs associated with calling this number.*

*The costs for calling our phone number are € 0,045 per call and then € 0,80 per minute. Any additional costs for using a mobile phone are not included.