Frequently Asked Questions
Do I need a prescription?
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 containing prescription medicines will remain on hold until the prescription has been received and approved.
When will my order be dispatched?
Many in-stock products are available for same-day dispatch when your order is placed before 3pm Monday to Friday. Products eligible for same-day dispatch are clearly marked on the product page.
Prescription medicines can be dispatched once a valid prescription has been received and the required prescription checks have been completed. If we need to verify any details with your veterinary practice, this may delay dispatch.
Royal Mail Tracked 24 and Tracked 48 delivery options are available at checkout. Tracked 24 usually delivers the next day after dispatch, including Sundays where Sunday delivery is available through your local Royal Mail service.
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 the prescription has been received and approved. If the prescription cannot be approved, the payment authorisation will be cancelled and no payment will be taken.
Can I claim on my pet insurance?
In most cases, yes. You pay Vetalia directly and your insurer reimburses you according to the terms of your policy. We provide clear, itemised invoices suitable for insurance claims.