FAQ
How do I order pet medications online?
You can order medications and nutrition products easily through our online pharmacy. Visit your local veterinarian’s website and select “Order Rx and Food Online.” If an item requires a prescription, your veterinarian will need to approve it before the order is filled. When checking out:
Your veterinarian is notified of the request
They will approve or deny the prescription
You will not be charged until the prescription is approved
If your prescription is denied, it is often because your pet needs to visit the vet for a checkup or blood testing. The hospital will reach out to you to set up an appointment.
If you would like a copy of your pet’s prescription, please visit your veterinary hospital for a physical prescription.
Does purchasing directly from my veterinarian increase the price of prescriptions?
No, our online pricing is competitive and we match it against the largest online pet pharmacy in America on a daily basis. The benefits of ordering directly from your veterinarian is that we are able to track your pet’s medications in our system, prescriptions appear on your pet’s medical records, and most importantly, you are supporting your vet care team.
Can I order prescription medications without veterinary approval?
No, prescription medications must be authorized by your veterinarian before they can be dispensed. Some over-the-counter (OTC) products are available and do not require approval.
How do I know if a medication requires a prescription?
Prescription items are clearly labeled as such in the online pharmacy product listing.
How long does shipping take?
Once a prescription is approved, standard shipping typically takes 5–7 business days. Some items—such as compounded or refrigerated medications—may take longer due to special handling requirements. If you need a prescription immediately, call your veterinarian care team directly and request pick-up at your hospital. For recurring prescriptions, setting up Autoship is the best way to ensure timely deliveries at a discount!
Can I request expedited shipping?
Yes, expedited shipping may be available for an additional charge on select items.
Please note:
How do I track my order?
Once your order ships, you’ll receive an email with a tracking link so you can follow your delivery.
How do I request a medication refill?
To request a refill, simply place a new order through the online pharmacy.
If refills are available, your order will be processed right away.
If no refills remain, your veterinarian will need to approve the request.
You will not be charged until approval is complete.
If your refill is denied, it is often because your pet needs to visit the vet for a checkup or blood testing. The hospital will reach out to you to set up an appointment.
Can I set up automatic shipments for ongoing medications?
Yes, Autoship is available for eligible products and is the best option to ensure you never run out of important medications.
What if my pet’s prescription has expired?
If a prescription has expired, the online pharmacy will notify you and your veterinarian. A new prescription approval will be required before the order can be filled.
What should I do if my medication is back-ordered or unavailable?
If an item is unavailable, you’ll be notified. Your care team can help discuss alternatives or next steps if needed.
Can I return or exchange medications?
Due to safety regulations, prescription medications generally cannot be returned.
For questions about a specific order, please contact customer support.
How do I safely dispose of unused or expired medications?
Proper disposal is important for safety and environmental protection. Please refer to these trusted resources:
Your veterinary team can also provide guidance.
Who do I contact if I need help with my order?
If you have questions about your online pharmacy order, shipping, or refills, please contact your local Thrive Pet Healthcare hospital or the customer support team listed in your order confirmation.
