To make sure we get you to the right expert to help you and your dog, we’ve created a few different consultations.

• Do I need to take my dog to a vet? This consultation is ideal if you think your dog is unwell and need help deciding if you need to take them to the vet or need support managing things from home if it’s safe to do so.
• Advice consultation. Book an advice consultation if you want to talk something through with one of our expert vets. This might be flea and worming, neutering, a general question like “Do I need to clean my dogs ears” or “Why is my dog scooting its bottom?”.
• Health MOT. Here at MyDogDoc we understand that you always want to do the best thing for your furry friend. Their needs can change over time. A regular check in with one of our expert vets ensures you’re always up to speed with keeping your companion fighting fit.
• I’ve just got a new puppy/dog – what do I need to do? Congratulations, welcome to the pack! This consultation is perfect to check you’re armed with all the info you need to keep your new family member happy and healthy for life.

All of these consultations can be accessed by simply choosing “Book an expert consultation” in your app and letting us know what you’d like to discuss!

If you think your dog is suffering a medical emergency, contact a physical veterinary practice immediately. You know your dog best, if you think that is in an emergency then it may well be and any veterinary surgeon would rather check them over physically. Examples of an emergency may include, but are not limited to:

• Breathing difficulties
• Not able to urinate
• Collapse
• Heavy bleeding

To cancel a consultation, view the consultation in the booking section on your app and select the cancel consultation option. If you have cancelled more than 24 hours before your consultation was due, a refund will be made directly to your account.

Absolutely. All our vets are registered in the UK with the Royal College of Veterinary Surgeons (RCVS) and you can check this here https://findavet.rcvs.org.uk/home/

Our vets all have several years experience and many have further qualifications making them experts in a wide range of areas including eyes, skin, behaviour and surgery!

This will depend on the case but don’t worry, we will take a thorough history and tell you whether an online consultation is right for you or if you need to visit your registered vet. In fact, this is one of the ways MyDogDoc can really support you by answering that all important “Do I really need to see my vet for this?” question.

• Convenient – appointments to suit you
• Easy – by the click of a button you’re live talking to an experienced vet
• Stress free – for you and your dog
• Access to experts – this can be costly and require a lengthy wait in practice
• Cost effective – take a look at our plans

As we want to work alongside your registered veterinary practice to do the best thing for you and your dog, we prefer to send the notes from our consultation to them to keep them in the loop. This is your choice and if you don’t want us to, we respect your privacy. You’ll always have the notes safely stored in your app so if you change your mind you can always email it direct to them or show them in your consultation!

We are always happy to hear any feedback, good or bad. It gives us opportunity to improve or service. If you have any questions or concerns, please contact us at enquiries@mydogdoc.com

Great question and something that we consider vitally important. We have a team of writers who are all experts in their field. You’ll only get veterinary articles written by vets and vet nurses, grooming articles written by groomers and so on. We want you to get the information right from the horse’s mouth (disclaimer, no horses actually write for us). Having one expert write an article isn’t enough for us though. To make sure you get the absolute best, most up to date information, each piece is reviewed by a whole team composed of other experts and editorial experts because there’s no point in having information that isn’t what you want to be reading!

Now, this is the really clever part! You’ve just got a Labrador puppy, you need to be able to read about puppy training, 1st vaccines, flea and worming treatment etc, not articles designed for our lovely, senior citizens. Equally our senior citizens aren’t so interested in puppy training (although you can teach an old dog new tricks!!). So when you register, we use your furry friends information to work out what is going to be important to you based on age, breed, grooming needs…the list goes on. No more digging through irrelevant articles to get to the one you really need!

There are lots of different categories of veterinary medicines. Only one of these categories, known as “POM V” requires a written prescription. Your dog must have been assessed, in person, by a veterinary surgeon who will then be able to issue the written prescription. There are other medication categories including “POM VPS” and “NFA VPS” which require you to answer some questions about your dog which will be checked by our veterinary surgeons. There are many products which you can choose without restrictions but don’t forget, if you want advice on the right product for your dog, our fantastic veterinary team are on hand to provide tailored advice and support.

If a medication has a particular category, it will be clearly indicated in the product description.

The Royal College of Veterinary Surgeons, often referred to as the RCVS, sets rules around who can prescribe medications. To ensure we comply with this legislation, we cannot prescribe POM V medications. We can recommend and supply products from all the other medication categories however, and not all issues your dog will have will require prescription only mediations. There is often lots we can do with advice, support, and other treatment options. Why not book a consultation today and we can explore all the options with you.

A British Government department attached to DEFRA, known as The Veterinary Medicines Directorate (VMD). We follow all their guidelines and they can be found in detail at: https://www.gov.uk/government/collections/veterinary-medicines-guidance-notes-vmgns

No. A prescription diet is one that is designed to help with a particular medical condition. This means they are often not the right diet or even necessary for healthy animals. Here at MyDogDoc we always recommend seeking professional advice to help you choose the best diet foy your dog but if we do recommend a prescription diet you are able to then buy it direct from our shop. You can book a consultation with our vet team to get general diet advice or help you answer a specific question.

We are unable to accept returns of any medication. Once a medication has left our control, we cannot guarantee that it is in a safe condition to dispense again. This is part of a set of guidelines we follow from the Veterinary Medicines Directorate (VMD) to ensure the medications we supply are dispensed safely.

Medications must be authorised for us to be able to use them in the UK. To find out more about a particular product, you can find a “Summary of Product Characteristics” (SPC) on the VMD’s website at https://www.vmd.defra.gov.uk/productinformationdatabase/

The SPC is a detailed summary of what the products is and what it does!

There is a small chance that any medication could have side effects. We call these an adverse reaction. Reactions that are sometimes seen and the manufacturer of the product knows about, can be found in the SPC. To help the VMD and the veterinary profession identify adverse effects that are new, very rare or only seen in certain animals, there is a system of monitoring in place. Any suspected adverse reaction should be reported to:https://www.vmd.defra.gov.uk/adversereactionreporting/ no matter how small. If a product doesn’t appear to do what it was supposed to, for example a flea treatment that didn’t kill fleas, we call this a “lack of efficacy” and this can be reported using the same link.

Yes. We only stock high quality products and we use the same manufacturers and suppliers so you can feel assured that your dog will only be getting the best.

You can pay online by credit or debit card. We do not take cash or cheque and there are no PayPal payment options currently. You may be able to claim back the cost of medications purchased through MyDogDoc with your insurance policy. To find out more, please contact your insurance company directly.

We work with a number of companies to ensure we offer you the very best products. Each product may therefore have a different method of delivery which we will explain during checkout.

Delivery times will vary depending on which of the amazing companies we work with the product is coming from. All delivery options available will be shown to you during checkout including expected time frames for delivery.

In the unusual event that your product doesn’t arrive, please contact us at shop@mydogdoc.com and we will address this as our priority.

If there is an issue with a product or you have changed your mind, please let us know as soon as possible at shop@mydogdoc.com.

If you need a refund, please contact us at shop@mydogdoc.com

If the product is damaged, please take photos of the issue and send these to shop@mydogdoc.com.