Frequently Asked Questions
Certain bodies should regulate authentic online pharmacies. This includes the GPhC and MHRA; HealthExpress has both of these licenses. These licenses ensure that the medicines we sell are safe and are dispensed by a licensed pharmacy team.
It is illegal to purchase pet medication online without a vet prescription. Our process ensures that you only receive medication that is safe and suitable for your pet.
Any website which allows you to purchase pet medications without a prescription is operating illegally and taking medication ordered from such websites could put your pet's health at risk.
You can head to our human website by clicking the link here. Alternatively, you can click the links at the top of the 'All treatments' menu or under the 'Information' section at the bottom of our webpage.
Yes, if you already have an account with HealthExpress, you can use the same login details to access your pet account. Your payment, contact and delivery details will remain the same across both sites and if you make any changes on one site, these changes will be in effect on both sites.
Yes, a vet can legally precribe an approved human medicine in certain circumstances. We only offer medicines that are veterinarian-approved and safe for your pet to take. Not all human medicines are safe for your pet to take. You should never give medicine to your pet that has not been advised by your vet.
No, you cannot order medicine for your pet without a valid written prescription. This is because it is a legal requirement for any prescription human or animal medicine.
Once you have had a consultation with your vet, ask them to write you a physical prescription for the medicine. If you need a blank prescription form, you can download and print our pet prescription template here. Please note that your vet may still charge you for this, even if the vet surgery doesn't dispense the medicine themselves. You can then post the prescription to us and we can then dispense the medicine for your pet.
For the prescription to be valid, it must have been signed in ink by your vet and be within the expiry date (usually 6 months from the issue date unless otherwise specified). It must also include the total quantity, form and strength of the drug.
The cost of delivery is included in the final price - meaning you pay no extra for delivery.
Once you have selected the treatment you need and placed the order, you can send your written prescription to us. You must post the prescription to us in a sealed envelope with your order number and our pharmacy address clearly written on it.
It may be necessary to contact you if there are any problems with your order. Problems can sometimes occur with taking payment or if there's an issue with the prescription you have sent us. If we contact you by phone, it minimises any delay and we can resolve the issue as soon as possible.
Yes, absolutely. You can contact our Customer Service Representatives on 0203 322 9966 and they can talk you through the ordering process. You will still need to send us a physical prescription to receive the medicine.
Your order may not be approved if we have not received your prescription or there are any problems with the prescription sent to us. It also may not be approved if there are any issues with your payment or delivery details. If there is an issue, one of our dedicated Customer Service Team representatives will get in touch with you as soon as possible so they can help resolve the issue.
Please refer to our Refund Policy for more information or if you still have questions, get in touch with our Customer Service team on 0203 322 9966.
No, you cannot order more than one item at a time. However, if there several items on your pet's prescription that you can get us, you can place multiple separate orders for each product you need.
No, it is dangerous and wasteful to stockpile medication for further use. This is the reason why we have a set amount of package sizes for each medication.
If you have special circumstances, please contact our Customer Service Representatives for more details.
Due to UK laws and regulations associated with prescription medications, we cannot exchange or refund your order once it has been dispatched from our pharmacy for delivery.
If you believe your order has been damaged or opened, please contact our Customer Service team on 0203 322 9966 as soon as possible.
If you don't see the treatment on our site, we do not offer it. However, you can get in touch with our Customer Service Team on 0203 322 9966, via email or the live chat function on our website if you think we should stock a treatment we don't currently have.
If you already have a prescription, you can take it to any pharmacy to get it dispensed. Otherwise, you should consult your vet surgery about your prescription.
The medication you order will always be the genuine medicine, however like all products, the packaging may be different as we use approx. 5/6 preferred manufactures to ensure we always have stock readily available. This doesn't mean the medication isn't authentic and it will still be exactly the same.
It's worth noting that certain medications have a cheaper version. Every prescription medication has at least one active ingredient, which may be available in branded and non-branded version. They work in exactly the same way.
When buying prescription medication, a website must have the correct licenses from the General Pharmaceutical Council (GPhC) and the Medicines and Healthcare products Regulatory Agency (MHRA) to sell medications online. At HealthExpress we have been approved by both regulators.
This ensures that you will receive genuine medicine, but there are also additional factors you can check yourself when you receive the medication.
Check that the packaging hasn't been tampered with, the patient leaflet is present and the blister packs are untouched.
Check the expiry date.
Are the pills authentic? Specific medication will have particular sizes, shapes and colours.
You will need to see the vet for a prescription, but once you have a prescription you don't need to consult your vet. However, if you have any questions about your pet's treatment or you're worried about side effects, then you should contact your vet.
Side effects are common with certain medicines, and your vet will discuss any potential side effects with you when prescribing the medication. However, if your pet experiences any worrying or serious side effects then you should consult your vet as soon as possible.
Unwanted medications should be taken to your local GP surgery or pharmacy for disposal. You should not throw away any medicines with your normal rubbish or flush them down the toilet.
Once we have received your prescription, your medicine should be delivered to you within 1 - 2 days. We cannot dispatch the medicine until we receive the prescription.
For our next-day delivery service and nominated day service to the UK there are no additional costs. UPS Pick Up Point orders are also free of charge.
Due to the sensitive nature of the contents and where necessary, customers or their representative might be asked to sign for their orders.
Once your order has been dispatched you will receive a confirmation via email (at approximately 6.30pm), that includes a tracking code. You can enter the tracking code here on our website and you can track your order through there. Alternatively, you can enter the code via the Royal Mail and UPS tracking websites respectively.
If this doesn't help, you can contact our Customer Service Representatives on 0203 322 9966, via Live Chat or email for further assistance.
If you choose the delivery option, your order will be delivered to your address by Royal Mail. If you choose to collect from a UPS Access Point, you will need to go to your chosen location and collect from there. All medicines will be sent in cardboard packaging with your name and address on it.
Yes, we have a Click & Collect UPS option in the checkout with 100s of stores available across the UK. Select the UPS Access Point of your choice by typing your location or postcode. Using UPS is free of charge and available from the next day or nominate a preferred day.
We are unable to ship medication to forwarding centres of any kind and can therefore not accept any delivery address associated with a mail forwarding service. Please refer to our delivery page for more information.
We accept all major credit and debit cards including Visa, MasterCard, Maestro and American Express
Unfortunately, you can only pay using one card.
The transaction will appear on your bank statement as 'HHC LTD'. This is to ensure your order is confidential.
We have more details regarding our compliant procedure at the following link:
https://www.healthexpress.co.uk/legal/complaints-procedure
If you notice a mistake regarding the information we've displayed about a particular medication on HealthExpress, please contact us at the following address with further details:
complaints@healthexpress.co.uk