Why Is My Order on Hold?

The most common reasons, and what to do about each one

Quick Answer

Most holds relate to a prescription that hasn't yet been received or verified
Some are linked to vet practice details needed for an injectable medicine
Mixed orders wait for the prescription items before everything ships together
If you're unsure why, contact us with your order number

Common Reasons for a Hold

01 Prescription not yet received Most common

If your order contains Prescription Only Medicines, it won't be dispatched until a valid prescription has been received and verified.

02 Still being checked

Prescription checking usually takes 1–2 working days. If yours has only just arrived, this could simply be the reason.

03 Vet practice details needed

If you've ordered an injectable medicine, we'll need your vet practice's full name and address before it can be sent.

04 A detail needs clarifying

If something on your prescription is unclear, we'll need to contact you before the order can move forward.

Mixed Orders

If your order includes both prescription and non-prescription items, the whole order is shipped together once the prescription has been approved, rather than splitting it into separate parcels.

What You Can Do

Check whether you've uploaded your prescription yet — if not, do this as soon as possible
Check whether your order needs vet practice details and provide these if asked
If you are unsure exactly why your order is on hold, please contact Pet Med Direct with your order number and we will help

How Pet Med Direct Can Help

Our team can check exactly what's needed to release your order, whether that's a missing prescription, a vet practice detail, or something else entirely.

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

How will I know once my order is released from hold?

If you'd like an update on your order, please contact Pet Med Direct with your order number and we will help.

Can a hold be resolved the same day?

It depends on what's needed. Simple things like adding a missing detail can often be sorted quickly, while prescription checking usually takes 1–2 working days.

Will I be charged again if my order is on hold for a while?

If you have any concerns about payment or charges relating to your order, please contact Pet Med Direct and we can check this for you.

What's the quickest way to get my order moving again?

Make sure your prescription has been uploaded with your order number included, and that any vet practice details we've asked for have been provided.

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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.