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Prescriptions

Follow the 3 easy steps that allow you to have your prescription dispensed and delivered quickly and safely.

  1. Obtain a prescription from your vet.
  2. Place your order online and write your order number at the top of the prescription
  3. Send us your prescription by one of the methods listed below:

Post to:

FREEPOST KOKOBA (This is our registered, freepost address with Royal Mail. All mail addressed to "FREEPOST KOKOBA" will arrive at our pharmacy in London).

eMail:

[email protected]

Fax:

0870 921 2233

Important note: Whilst we are usually able to use the copy of your prescription (unless indicated otherwise on your prescription) and able to send out the first order you place from it using that copy, we are also required to obtain the original prescription. Please also send this original prescription by post within 15 working days of placing your order. We will then store this original prescription on file for you and we are obliged to keep for 5 years.

For some medications, we are not allowed to accept a copy of your prescription and must only obtain an original prescription. If you are unsure, please check with the pharmacy team. To discuss your prescription orders, please call 0203 675 0786 (Option 3) and the pharmacy team will be able to guide you through our requirements.

Opening Times:

Monday: 8:00am - 5:30pm
Tuesday: 8:00am - 5:30pm
Wednesday: 8:00am - 4:30pm
Thursday: 8:00am - 4:30pm
Friday: 8:00am - 2:00pm

 

Prescription Information (FAQs)

If you need to talk to us about prescription medicines or any aspect of our prescription service please write to:

Pet Supermarket
Units 3-6, Frogmore Industrial Estate
Acton Lane, Park Royal
London, NW10 7NQ
United Kingdom

eMail: [email protected]
Fax: 0870 921 2233

For any complaints please write to;

Bruno Francione, Superintendent Pharmacist
Pet Supermarket
Units 3-6, Frogmore Industrial Estate
Acton Lane, Park Royal
London, NW10 7NQ
United Kingdom

eMail: [email protected]
Tel: 0203 675 0786 Option 3

For serious matters in relation to veterinary medicines, and only if the matter could not be satisfactorily resolved by us, click here to contact the VMD directly. The VMD is a Government agency responsible for licensing veterinary medicines and making sure that they’re manufactured and supplied according to the Veterinary Medicines Regulations.

Click here to view the VMD'S Adverse Event (Suspected Adverse Reaction Scheme) online yellow form.

FAQs

Follow the 3 easy steps that allow you to have your prescription dispensed and delivered quickly and safely:

Step 1: Obtain a prescription from your vet.

Step 2: Place your order online and write your order number at the top of the prescription. This can also be done by selecting option 3 when calling us on 0203 675 0786. Option 3 will connect you directly to our pharmacy.

Step 3: Send us your prescription (or copy of your prescription) by one of the methods listed below:

  • By Post: Simply address to FREEPOST KOKOBA and write "Pharmacy" underneath!
  • By Email: [email protected]
  • By Fax: 0870 921 2233
  • We accept faxed or scanned prescriptions however we still require the original paper prescription to be sent to us by post within 30 days of placing your order and require that you do this before any repeats on your prescription can be filled. *Please note we cannot accept faxed or emailed prescriptions for Epiphen as it a controlled drug and only the original prescription is acceptable.

  • By Post: Simply address to FREEPOST KOKOBA, Pharmacy This is our registered, freepost address with Royal Mail. All mail addressed to "FREEPOST KOKOBA" will arrive at our pharmacy in London.
  • By Email: [email protected]
  • By Fax: 0870 921 2233

We accept faxed or scanned prescriptions however we still require the original paper prescription to be sent to us by post within 30 days of placing your order and require that you do this before any repeats on your prescription can be filled. *Please note we cannot accept faxed or emailed prescriptions for Epiphen as it a controlled drug and only the original prescription is acceptable.

If your vet requires long-term treatment, your vet may decide to indicate extra repeats on the prescription. If this is the case, you will be allowed 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. Please note, however, that a veterinary prescription can only be valid for a maximum of 6 months under U.K. law even if there are unused allowances on the prescription upon expiry.
For safety purposes, prescription medicines are delivered to you on a signed for service whether we use a courier or Royal Mail. We will use different delivery options depending on the weight of pack and value of goods within. Please check with us if you need to know which service your delivery is scheduled with.
If you have sent a prescription in for a previous order and feel this is still in date and available allowance that can be used for your new order, you need do nothing else. We will automatically pull the prescription from our files and use it to cover your new order. You will then simply receive an email confirmation when your order is being dispatched. Please let us know if you are unsure on your remaining allowance or validity of prescription or where a week has passed without your repeat order arriving and we can look into this for you.
To check you prescription allowances, you need to click “Your Account” at the top of the website once you have logged in. You will see a menu of options to the left of the screen including “Show Prescriptions”. Click here to see your current allowance.
You can also contact our pharmacy directly by selecting option 3 when dialling 0203 675 0786.
If you need to talk to us about prescription medicines or any aspect of our prescription service or would like some advice from one of our qualified persons (Vet, Pharmacist, SQP) please write to:
  • Post: FREEPOST KOKOBA and write "Pharmacy" underneath!
  • By Email: [email protected]
  • By Fax: 0870 921 2233
  • Or alternatively phone:0203 675 0786 and select option 3, which will connect you to our pharmacy directly.
If you have a complaint about our prescription service, please write to:
Bruno Francione, Superintendent Pharmacist
Pet Supermarket
Units 3-6, Frogmore Industrial Estate
Acton Lane, Park Royal,
London NW10 7NQ
United Kingdom
or Email: [email protected]
or Tel: 0203 675 0786 (Option 3)
For serious matters in relation to veterinary medicines, and only if the matter could not be satisfactorily resolved by us, click here to contact the VMD directly. The VMD is a Government agency responsible for licensing veterinary medicines and making sure that they’re manufactured and supplied according to the Veterinary Medicines Regulations.
For safety purposes, prescription medicines are delivered to you on a signed for service whether we use a courier or Royal Mail. We will use different delivery options depending on the weight of pack and value of goods within. Please check with us if you need to know which service your delivery is scheduled with..