Registering your details allows you to create your very own pet space on the superstarpets website. This will allow you to add photos of your pet, their likes and dislikes and all the fun facts about them.
Q. I’ve forgotten my login name and/or password. Can you help?
If you try to login with an inaccurate username or password you will be asked to give your registration email and you will subsequently have your login details sent to this email address.
Q. What are your postage costs?
Postage is calculated on each order based on what you have ordered. The total cost of postage will be displayed in the checkout before you pay on-line. You can choose what postage method you would like to receive, either next working day or 2-3 working days.
Q. How do I pay?
We accept all major credit cards and debit cards. Your transaction will be processed via a secure online payment page.
Q. What credit/debit cards do you accept for payment?
Most items are dispatched next working day. Drug store items requiring a prescription will be dispatched upon receipt of a prescription signed by your veterinary surgeon.
Q. Can I cancel my order or change what I’ve ordered?
Before paying for your order you can view a summary and make changes. Once paid for, most items will be dispatched straight away and changes cannot be made. The exception to this is for prescription items where you may change or cancel your order before we receive your prescription.
Q. What is your returns policy?
Items may be returned within 14 days for a full refund as long as the item is unopened and unused. The exception to this is for prescription items which can be returned for disposal but will not be refunded. For more information please see our :Terms & Conditions.
Q. When will payment be taken from my account?
Payment will be taken when the order is placed.
Q. Do you deliver to my country?
We currently only deliver to addresses within the United Kingdom.
Q. I sent you an e-mail with an enquiry. Why haven’t you got back to me?
We do try our best to get back to all customer enquiries within 1 working day, and succeed in the vast majority of cases. Sometimes our responses are rejected by your e-mail provider because they view the mail as junk mail or your inbox is full.
Q. I’ve received the wrong item from you. What do I do?
Please contact us immediately by email enquiries@superstarpets.co.uk and report the problem. We will contact you to correct this matter within 1 working day and dispatch your correct order immediately.
Q. The item you sent me is damaged. Can I send it back to you?
Please contact us immediately by email enquiries@superstarpets.co.uk and report the problem. We will contact you to correct this matter within 1 working day.
Q. How do I measure my dog?
Clothing items have size guidelines so that you can match your pet to the size they require. Try not to rely on what size you think would fit your pet, instead use a measuring device to get the right fit.
Q. How do I contact you?
You can contact one of our team members either by e-mail [mailto:enquiries@superstarpets.co.uk] or post. Click on the Contact Us link for more details.
Q. How do I know superstarpets has received my order?
You will receive an email confirming your order.
Q. How do I order my pets drugs from the superstarpets drugstore?
The Drugstore is really easy to use. All you have to do is
1. Place your order on the superstarpets website and pay via the secure online system
2. Print off a superstarpets prescription and get your vet to complete it
3. Post your prescription to us and when we receive it, we’ll post your pet’s medications out to you.
Q. Are your drugs different to what I would get from my vet?
No, we get the medication from the same place as your vet does, through one of the suppliers based in the UK. We have daily deliveries to ensure we have everything we need in stock so you don’t have to wait.
Q. Why are the drugs I buy cheaper than what my vet charges?
We are able to supply cheaper drugs because our overheads are a lot less than a veterinary practice, therefore we can be more competitive on medication prices.
Q. Who dispenses the drugs that I order?
Medications are dispensed by a registered Veterinary Surgeon from the superstarpets offices.
Q. How do I get a prescription for my pet?
You can only get a prescription for your pet by visiting your veterinary surgeon. It works the same as getting a prescription from your doctor for yourself. After a clinical examination your vet will decide if your pet needs an item known as a prescription only medicine. They can then either write out a prescription themselves or before attending your appointment you can print off a superstarpets prescription and they can fill this in. It is an offence for your vet to refuse to supply you with a prescription. A prescription should always be offered to you and your vet is not allowed to charge you for writing a prescription.
Q. What do I do with my prescription?
Once your prescription has been completed, ensure you have placed your order online and then post the prescription to us. As soon as we receive it we’ll send you out the order you made.
Q. My pet is on long term medication. Do I need to get a prescription every time they need more drugs?
No, when your vet is completing the first prescription you can ask them to complete the section to specify if the medication is to be repeated for anything up to 6 months. If it is, we will keep the original prescription for future reference so that when you need to order more prescription items all you have to do is fill in the online ordering form and then wait for the items to be delivered.
Q. Can my vet charge me for the prescription they provide?
By law, a vet is no longer able to charge for a prescription they provide. This has been the case since 31st October 2005.
Q. My pet is insured, will my insurance company still pay for the medication if I get it from the superstarpets drugstore?
Yes, if the medication is prescribed by your vet, your insurance company will still pay. Just print off the receipt we provide to you and include it with your insurance claims form. If your insurance policy carries a maximum limit, it’ll work in your favour to save money on your pet medications so that you don’t exceed your limit.
