facebook_pixel_code Dogtor - Help FAQs

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 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?

Privacy Policy

 

 

What Is Dogtor.vet?

 

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

  • We are proud to offer a wide range of high-quality pet and food products -  including organic and eco-friendly ranges.

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

  • We have a team of experienced vets on site who take care of our pharmacy and are available to answer any of your pet queries.

  • We are lucky enough to bring our own pets to work, who are also our dedicated team of product testers

What products are available through Dogtor.vet?

We offer a wide range of high-quality products, including veterinary medication, which is supplied by the same manufacturers and wholesalers that your own vet practice uses.

We are always open to suggestions and if there are any products that you would like to see on our website, please contact us on contact@dogtor.vet.

How do I create and manage my Account?

It's easy and quick to set up an account with us:
  1. Click on 'Log In' on the home page.
  2. Then, click on the 'Create an account' button under the 'New Customers' section.
  3. Fill in all your details -  a valid email address and a password of your choice.
  4. On the My Dashboard by clicking on 'add a pet' - this is required for all medicine orders.

Once you're up to speed, change your personal details:
  1. Logging in to your account.
  2. Under the welcome menu got to 'My Account'.
  3. This will take you through your dashboard, click to edit.
  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've created your account, you can 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 by using PayPal.

What happens if I am unable to complete the process?

If you are having any problems, then please do not hesitate to contact us.

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 place our orders before 2 pm on the same day. However, this may be subject to product availability. Please note that any orders that require a prescription, will not be dispensed until we have received a valid presciption.

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

Unfortunately, we can not take responsibility for any delay, damage or loss during the transit of your parcel. However, we will make every effort to resolve this as soon as possible.

Can I get free delivery?

Yes, 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 when you are away on holiday* at work or at home

 

* 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 dog, you are not happy with the item or product, then you can post it at:  
The Animal Company UK LTD
B7 Unit, Access 12 Theale Road Station RG7 4PN In this case, please let us know as soon as possible and within 14 days of delivery. We also ask that it be returned to usus unopened and in the original packaging *. We have received your return within 15 days. It is your responsibility to cover the costs. We regret that we are unable to accept the return of any of these items (eg 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 we have made it possible to have the VMD and RCVS recommendations. The VMD recommendations. 

 

How do I cancel my order?

For more products online, you have a right to change your mind within 14 days. However, the right to do so does not apply to the protection of health 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. Unfortunately, we are unable to make any further changes.

 

* Please note: any of these products are considered to be of limited value and will not be accepted.

How do I contact Dogtor?

If there is an issue with your order, please contact us at: at: sales@dogtor.vet

For more information about a product or if you have a question about your pet, please contact us at contact@dogtor.vet.

 

 

Privacy Policy

DEFINITIONS

 

 

Personal data

 

This is any data that directly or indirectly identifies a living person.

  

Data processing

 

Meanings, personal effects, collection, recording, storage, transmission or communication.

 

Data controller

 

The legal entity in charge of determining the use of data.

 

 

About our policy

La Compagnie Des Animaux UK LTD (“we” “us” “Dogtor.vet”), operates in accordance with the regulations in force in France and Europe, to implement adequate measures to ensure the protection, confidentiality and security of the personal data of any person with whom data is collected. The purpose of this data protection policy is to inform you of the commitments made by
La Compagnie Des Animaux UK LTD to ensure the security and protection of your personal data. Amendments to this policy may be made according to the legal and regulatory guidelines of the Information Commissioner’s Office. 

 

This personal data protection policy is intended to be used by individuals, affiliated individuals and other third parties. It is all about online games, applications, online games, and any other online initiatives owned by
The Pet Company UK and other services by our services. Hereby termed as the "sites". Therefore, this Policy does not apply to third party websites, which may be listed on our Materials via an internet link.

 

This notice is goverened by the general data protection regulation (the "GDPR") from 25th May 2018 and until 25th May 2018 is subject to the Data Protection Act 1998.

 

What personal data can be collected by us?

 

You can contact The Animal Company UK and visit the group's websites (including Dogtor.vet) without having to give up your personal details.

However, in order to provide you with certain services, Dogtor.vet may ask you to provide personal data. For example, to process an order or in response to a request for us to contact you, provide advice, process an application or send a newsletter.

1. The data you provide by filling out forms, subscribing to online services, and subscribing to online services:

 

  • First and last name
  • Email Address
  • Sex
  • Phone number
  • Mailing address
  • Age or date of birth
  • Your opinion of our products
  • Payment Information (on e-Commerce Supports)
  • Your purchase history (on e-Commerce Supports)
  • Any special request that you send us (mainly for archiving purposes)
  • The photos or videos of you that you want to share

 

2. We may ask you to respond to surveys that we use for scientific and statistical purposes.

 

 

Under no circumstances will the information that you provide during telephone orders be stored.

 

Dogtor.vet does not have access to the bank details transmitted on PayPal and Payzen payment terminals.

 

In all cases, Dogtor.vet, strives to collect and process only Personal Data that are relevant, adequate, not excessive and strictly necessary, for the achievement of the purposes previously determined. Dogtor.vet will take all the necessary steps to ensure that your data is accurate, complete and, if necessary, up-to-date.

 

 

Why do you need to collect personal data?

Dogtor.vet will endeavour to collect and process your personal data in a fair and lawful manner. The processing implemented by La Compagnie Des Animaux UK LTD is for explicit, legitimate and determined interests.

 

We primarily use your personal data to enable us to manage our customers and prospective customers, and in particular, to enable us to respond to your requests or to send you regular news and information about our products, our brands, and any of our operations that you will likely find interesting.

 

We also use your data to improve your digital experience on our sites, to help us understand what content and media interests you; help you to manage your account online; process your payments, ensure that our sites are presented in the way that best suits you and your needs and protects you against possible fraudulent activity.

newsletter 

If you subscribe to our Dogtor.vet newsletter, we will use your e-mail address to send you regular newsletters and to inform you of new third party events. You can unsubscribe from this service by clicking on one of these newsletters.

Who do we share personal data with?

 

Dogtor.vet only communicates your personal data to authorized recipients. The recipients of your data are the relevant services of the La Compagnie Des Animaux UK LTD, as well as, where applicable, the authorized personnel of partner companies or service providers (e.g. couriers, shipping partners), and only to the extent necessary to fulfil the tasks entrusted to them.

 

 

How do we store data?

 

 

Your personal data is stored either in our databases or in those of our service providers. We aim to always keep your personal data in the safest and most secure way, and only for the time necessary to achieve the purpose of the processing. In respect of this, we take the appropriate physical, technical and organizational measures to prevent, as much as possible, any alteration or loss of your data or unauthorized access to them. 

 

On our e-Commerce Sites, we manage your payment information using industry-standard methods. Dogtor.vet keeps your data for the duration of time necessary for the completion of the operations for which they were collected, in compliance with the legislation in force.

 

 

Why do you use cookies

 

We may use cookies on our website.  Cookies are small files that are downloaded to your computer. They help us to ensure that our website operates smoothly and securely (e.g. by using security cookies and session cookies), as well as collecting information about the products that interest our visitors and the way customers navigate our website (e.g. by using tracking cookies). 

 

You can disable cookies or set your browser to alert you when cookies are about to be sent. However, if you disable cookies, you may not be able to use all the features of this website.

 

 

Why do you use Google Analytics?

 

 

 

Our website uses Google Analytics, which is a web analytics service provided by Google Inc. ("Google"). Google Analytics uses “cookies”, which are text files placed on visitors' computers to help website operators analyse how visitors use their site. The information generated by the cookie about how visitors use the website will generally be transmitted and stored by Google on servers in the United States. 

 

Google will not associate transferred IP addresses as part of Google Analytics with any other data used by Google. You can refuse the use of cookies by setting the appropriate option in your web browser. Please bear in mind that by doing so, you may not be able to use all the features of this website.

 

Is your data safe?

La Compagnie Des Animaux UK LTD, ensures the security of your personal data by implementing data protection, using technical and organisational measures to protect your data from unlawful access and accidental loss or damage.

 

What are your privacy rights?

 

 

Under the Data Protection Act 1988, any person whose data has been collected by La Compagnie Des Animaux UK LTD, has the following rights in respect of their data:

  • Right to be informed
  • Right to access
  • Right to correction
  • Right to erasure 

 

These rights are exercised by writing to contact@dogtor.vet or sent via the post to: Dogtor.vet, Unit B7, Access 12, Station Road, Theale, Reading, Berkshire, RG7 4PN.

 

If you would like to contact us about our Privacy Policy or make an enquiry, please email us at contact@dogtor.vet.

 

If we are unable to resolve any disputes, or if you would like to have a complaint, please get in touch with the Information Commissioner's Office on www.ico.org and they will be able to assist you further.

 

UPDATE OF THIS POLICY

This Policy can be updated at any time, so we advise you to check it regularly.