Frequently Asked Questions

What is Dogtor ?
What products are available through Dogtor ?
How do I create and manage my account ?
How do I make and pay for an order ?
What happens if I am unable to complete the order process?
When will I receive my order ?
Can I get free delivery ?
Can I change my delivery address ?
What do I do if there are damaged or missing goods in my order?
Cancellation and returns
How do I contact Dogtor?

 

What Is Dogtor?

 

  • We are a one-stop-shop for all your pet's needs and sell pet food, accessories and medication (including prescription medication). 

  • We are proud to offer a wide range of high-quality pet products and foods - including organic and eco-friendly ranges for our more health and environmentally conscious pet owners.

  • Our focus is your pet's health and wellbeing and how we can help you to keep them healthy and happy every day.

  • We have a team of experienced vets on site who not only oversee our pharmacy but who are also available to offer you guidance and advice that they you can trust!

  • We are also lucky enough to be able to bring our own pets to work with us and have a dedicated team of in-house product testers - who provide endless entertainment and 'real' pet feedback on our products. 

  • As a company and a team, we are very in touch with how it feels to be a pet owner and the worries and needs that come with this very important role.  We offer an approachable and warm service to all our customers - so please get in contact if you need any help and advice.

What products are available through Dogtor?

We offer a wide range of high quality products, from pet food through to prescription medicines and organic ranges. All of our products, including our veterinary medication, are supplied from the same manufacturers and wholesalers that your own veterinary clinic uses.

If there are any products that you would like to see on our website, then please do not hesitate contact us on contact@dogtor.vet

How do I create and manage my Account?

It's easy and quick to setup an account with us:
  1. Click on 'Log In' at the top right hand corner of he home page.
  2. Then, click on the 'Create an account' button under the 'New Customers' section.
  3. Fill in all your details* - including a valid email address and create a password of your choice.
  4. On the My Dashboard page you can add the details about your animal(s) by clicking on 'add a pet' - this is required for all medicine orders.

Once you are all setup you can at any point change or amend your personal details by:
  1. Logging in to your account.
  2. Under the welcome menu got to 'My Account'.
  3. This will take you through to your dashboard, click on edit next to the details you wish to change.
  4. Then click 'Save'.
*All the information that you supply is confidential and secure.

How do I make and pay for an order?

Once you have created your account, you can then place your order on the Dogtor website by:
  1. Click on the 'Add to Basket' button next to the product of your choice.
  2. Once you have finished shopping, click on the basket icon on the menu bar.
  3. Click on the 'Buy Now'  button.
  4. You can then pay for your order using a Credit/Debit Card or PayPal.

What happens if I am unable to complete the order process?

If you are having any problems completing your order online, then please do not hesitate to contact one of our pet team who can help you on:

Phone: 01189 305 442

Email: sales@dogtor.vet

When will I receive my order?

All orders will be processed Monday to Friday.

We endeavour to send all orders placed before 2pm on the same day, however, this may be subject to product availability. Please note that any orders that require a prescription cannot be dispatched until a valid prescription has been received and processed. 

Delivery times are calculated in working days from the date that the order leaves our warehouse (i.e. it does not include our processing time). The method of delivery may be adjusted according to the weight and size of the order. Deliveries in the UK are normally made within 2 - 3 days of the despatch date. You can track the progress of your order by logging in and going into the 'Your Account' page.

Unfortunately, we cannot take responsibility for any delays, damage or loss during the transit of our parcel once it has left our warehouse.  However, should this situation arise we will work with the courier company to try to resolve the issue as quickly as possible.

Can I get free delivery?

We offer FREE delivery on all orders over £25 to all UK destinations.

Can I change my delivery address?

When you place an order with us, you will have the option to give a delivery address that is different from your registration details. This means that you will never need to miss a delivery, as we can deliver to you at home, when you are away on holiday* and even to your work place.

Please note that unfortunately once an order has been processed, the delivery address cannot be amended past this point.

* UK destinations only

What do I do if there are damaged or missing goods in my order?

Upon receipt of your goods, please check the condition of the product(s) and make sure that your order contains the correct items in the correct quantities.

In the unlikely event that you receive a package that is badly damaged, then you should refuse the delivery.

If you wish to make a claim relating to goods that are damaged or missing items, then please notify us within 48 hours of delivery. You can do this by contacting us by email or by phone.

Where the products received are defective, they may be returned within 30 days of delivery. Depending on the nature of the problem, we will offer you an exchange, credit, refund or a replacement of the product.

Cancellation and returns

What if I wish to return or exchange an item?

If after receiving your dogtor order you are not happy with the condition of the item or in the rare event that you have received the wrong product, then you can post it back to us at: 
La Compagnie Des Animaux UK LTD
Unit B7, Access 12  Station Road  Theale  RG7 4PN

In this case, please do let us know as soon as possible and within 14 days of the delivery of the item.  We also ask that it is returned to us entire, unopened and in the original packaging*.  Once we have received your returned item we will refund you within 15 days.  It is your responsibility to cover the costs incurred to return the item.  We regret that we are unable to accept the return of any used or perishable items (e.g. refrigerated items).

 

Can I return medication?

Sadly, we are unable to accept the return of any veterinary medications.  This is to protect our customers and to ensure that all the medications the we dispense have been stored in accordance with the VMD and RCVS recommendations. Any medicines that are returned will be disposed of in accordance with the  VMD recommendations.

 

How do I cancel my order?

For most products bought online, you have a legal right to change your mind within 14 days. However, the right to cancel does not apply to products which are not suitable for return due to health protection or hygiene reasons. If you decide to cancel your order with us, then please contact us immediately.  

 

Can I change my order?

If you wish to change your order, then please let us know as soon as possible and we will do our best to arrange this. Unfortunately, once your order has been dispatched we are unable to make any further changes.

 

*Please note: any products that are returned to us that are found to be incomplete, damaged or soiled will not be accepted and no replacement or refund will be given under these circumstances.

How do I contact Dogtor ?

If there is an issue with your order or a delivery or you wish to return a product, then please email us  as soon as possible at: sales@dogtor.vet

For more information about a product or if you have a question about your pet - do not hesitate to email us at contact@dogtor.vet.