FAQ
How do I become a member of the PetSmile Club?
Either click here, or visit the homepage and select 'PetSmile Club' from the menu on the right to find out more.
Joining the club means you don't have to type your details in every time you place an order, and also gives you access to lots of features, promotions and occasional special offers.
How can I find the products I am looking for?
Use the quick search box in the upper right hand corner of the site to find what you are looking for - or alternatively browse through the categories to locate the product.
If you are still having trouble please visit our online help section, or contact Customer Services.
How do I order items that require a prescription?
Certain medications have a legal category (such as POM-V - Prescription Only Medicine-Veterinarian), which means they can only be supplied against a formal prescription. Your veterinary surgeon will supply a prescription for such items upon request. They may make a charge for providing this service.
We have tried to make things as easy as possible by providing the facility at the check-out for you to print out a prescription (with your details and the details of the drug already filled in) for your veterinary surgeon to complete and sign. You can download a sample of a blank prescription form here.
Download a blank prescription form
Once you have your completed & signed prescription form, it needs to be returned to us so that we can despatch your order.
Please send the signed prescription form (marked with your order number if possible) to:
PetSmile MonthC/O OakBeck Veterinary Hospital
Oak Beck Way
Harrogate
North Yorkshire
HG1 3HU
Or
By E-Mail: info@petsmile.org
When will my goods arrive?
We aim to start shipping your goods the day after you place your order. However please note that this is only an approximation, sometimes we experience delays that are beyond our control.
On average orders will be with you within 3-4 days of placing your order.
If there is a significant delay or problem shipping your order we will contact you and let you know the situation.
How will my goods arrive?
Depending on the weight and size of your order we may ship it by courier or by Royal Mail 1st Class post. Our couriers are ANC/FEDEX and Able Couriers..
I'd like to collect my goods - what is the procedure?
When you are checking out of the store please select 'Collect in Store' as the method of delivery. You will then receive details by email alerting you to a time when your order will be available for collection.
What if only part of my order arrives?
If you have ordered more than one item and you have only received part of the full order as displayed in your order confirmation email then please contact customer services.
Can you take payment over the phone?
At this time we do not offer the option of paying for goods over the telephone. If demand increases for this payment method then we will implement it.
Do you offer corporate or bulk order discounts?
We do not currently offer bulk or corporate orders.
I still have questions!
Please visit our online help section, or contact Customer Services to resolve your enquiry.