Frequently Asked Questions
Do I need a prescription?
Yes. Prescription-only veterinary medicines (POM-V) can only be supplied against a valid prescription issued by a UK-registered veterinary surgeon. You can read more about our requirements in our prescription policy.
How do I send my prescription?
Prescriptions can be uploaded securely during checkout, emailed directly to prescriptions@vetalia.co.uk, or submitted using our online form here.
Orders will remain on hold until the prescription has been received and approved.
When will my order be dispatched?
Orders received before 3pm (Mon–Fri) are typically dispatched on the next working day. Prescription orders are dispatched once prescription checks have been completed, usually on the next working day thereafter. Prescription checks typically take up to 48 hours, but may take longer if verification with the prescribing veterinary practice is required.
Full delivery details are available in our delivery & returns policy.
When is payment taken?
If your order includes prescription medicines, payment is authorised at checkout and captured once prescription checks have been completed. If a prescription is not approved, no payment is taken.
Can I claim on my pet insurance?
In most cases, yes. You pay Vetalia directly and your insurer reimburses you according to your policy. We provide clear, itemised invoices suitable for insurance claims.