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Why Is the Product I Ordered Different From My Prescription?
Worth checking carefully — here's what to do
Quick Answer
- We can only dispense what's written on a valid prescription
- A mismatch is usually worth checking before your order continues
- Contact us with your order number if something doesn't look right
- Our vet team can help confirm what's been prescribed
Why This Is Worth Checking
Your prescription is written by your vet for a specific medicine, strength and quantity, based on your pet's needs. We can only dispense prescription medicines in line with what's written on a valid prescription.
If something about the product you ordered doesn't seem to match, it's always worth double-checking before your order goes any further.
What to Do
- Compare your order to your prescription. Check the medicine name, strength and quantity.
- Have your order number ready. This helps us look into things quickly.
- Contact Pet Med Direct and explain what seems to be different.
- Our team will check it for you before your order goes any further, if needed.
Please Don't Guess
- Please don't assume a substitute product is fine without checking first
- Please don't continue with an order if you're unsure it matches your prescription
- If you are at all unsure, please contact Pet Med Direct with your order number and we will help
How Pet Med Direct Can Help
Our RCVS-authorised vet team checks every prescription order. If you've spotted something that doesn't look right, getting in touch means we can look into it properly before anything is dispensed.
Some treatments require a valid veterinary prescription. Pet Med Direct can only supply prescription medicines after the prescription has been checked. Always follow your vet's advice and the directions on the medicine label.
Frequently Asked Questions
Can Pet Med Direct substitute a different product for me?
If you are unsure whether a substitution is possible for your specific order, please contact Pet Med Direct and we can check this for you.
What if I ordered the wrong product by mistake?
Contact us with your order number as soon as possible so we can look into it before your order is dispatched.
Will this delay my order?
Checking a mismatch may add a little time, but it's there to make sure the right medicine reaches your pet.
Who decides if a different product is suitable?
Decisions about prescription medicines are based on what your vet has prescribed. If you're unsure about alternatives, please contact Pet Med Direct and we will help.
Need pet products or prescription medicines? Visit the Pet Med Direct shop.
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This this article is for informational purposes only and does not constitute veterinary advice.
If you are concerned with your pet’s health, please consult a qualified veterinarian.
If you are concerned with your pet’s health, please consult a qualified veterinarian.