FAQs

How can I request a refill on a prescription?

Easy! If your pet has valid refills on file, we’ll fulfill your order right away. If no refills remain, your veterinarian will need to approve the request before we can fill the prescription. Don’t worry - we’ll handle the coordination with your veterinarian. You won’t be charged until we receive approval.

How does the prescription process work with my veterinarian?

When your veterinarian sends a prescription to the pharmacy, you’ll get an instant notification via text (or email) to let you know it’s been received. New clients will need to provide secure billing and shipping details, while existing clients can expect a quick and easy process with minimal follow-up.

If you request a new prescription or refills, we’ll first work with your veterinarian to get approval. You’ll be notified by text (or email) when your order is ready to proceed.

What are my shipping options?

  • 1-2 Business Days: $22.50 (physical address required)
  • 2-3 Business Days: $12.50 (physical address required)
  • 3-5 Business Days: $7 for orders under $49
    (Free for orders over $49 – some exclusions apply)

Can you ship to a PO Box?

Yes, in most cases, we can ship to a PO Box. However, expedited orders will need a physical address. We’ll contact you if an update to your address is required.

Where is my order? How can I track shipping updates?

Once your order is approved and shipped, you’ll receive a text (or email) with tracking information so you can stay updated.

How do controlled substance orders work?

We’ll handle everything, working directly with your prescriber to meet the necessary prescription requirements. We’ll need your driver’s license or state ID and date of birth. Controlled substance deliveries require an adult signature (21+).

What payment methods are accepted?

We accept all major credit cards: Visa, Mastercard, Discover, and American Express.

How will my payment transactions appear?

Your credit card will be charged when your order is placed. "VP COMPANION PHARMACY" will appear as the merchant of record.

Where do your products come from?

Companion Pharmacy sources all products directly from manufacturers or licensed distributors, ensuring everything is backed by product guarantees. Our compounded preparations are carefully formulated in our lab, under the supervision of compounding experts who are Board certified by the Board of Pharmacy Specialties.

Can I update or change an order after it is placed?

If your order is already being processed, please contact the pharmacy team to see if changes are still possible.

Do you ship to other states or internationally?

Our pharmacy is licensed to ship in North Carolina. We do not ship to areas where we don’t hold pharmacy licensure.

What is your returns policy?

We take pride in the quality of our products and customer service. If you experience an issue, please contact customer support within 14 days of receiving your order. Due to prescription standards, we cannot restock medications, but we’ll help find an acceptable solution. Manufacturer guarantees apply for products purchased through our pharmacy.

Who can I speak to about my pet’s prescription or current medication?

You can contact our pharmacy team anytime with questions. Texting is the preferred method of communication, offering a quick and convenient way to reach us. Our team regularly checks messages throughout the day. Although texting is the fastest option, we can also be reached by email or phone, though phone availability may be limited to certain hours.

During our focused work hours (dispensing and compounding), we may not be available for direct calls, but we will respond promptly to texts or voicemails.

What should I do if my pet is experiencing side effects or allergies?

If your pet is experiencing severe side effects or allergies, please contact your veterinarian. Our veterinary pharmacists are also available to discuss any concerns.

How do I properly dispose of leftover or expired medication?

Please refer to these resources for safe disposal guidance:

Autoship Program

What is autoship?

Autoship is a subscription service that helps ensure you never miss a refill. You can set up regular delivery for pet-specific medications. When prescription items are on autoship, our team coordinates with your veterinarian to ensure refills are in place before the next order ships. If a prescription isn’t renewed, we’ll notify you right away.

Can I use multiple payment methods for my autoship?

Your default card on file will be used for autoship payments.

Is there a fee for Autoship?

No, autoship is a free service offered for your convenience.

How do I enroll in autoship?

You can either contact our pharmacy team or enroll directly through our website. Select the item and choose a shipment frequency at checkout. We’ll handle the rest, including contacting your veterinarian for any prescription approvals.

Is there a cancellation policy?

You can cancel or adjust your autoship anytime, with no strings attached. Contact our pharmacy team or manage your settings online.

What if my order is coming too soon or not soon enough?

You can adjust the shipment frequency or ship date from your autoship page, or our pharmacy team will be happy to assist with changes.

Can I split multi-item orders into separate autoships?

Yes! You can split items into individual autoshipments. Our pharmacy team can help with this request.

My address has changed for my upcoming shipment. How do I notify you?

You can either contact our pharmacy team to update your address or adjust the default address in your account. The autoship will send to the default address on file at the time of placement.

I am out of refills for my pet’s prescription. What should I do?

We will automatically request a refill from your veterinarian before the next autoship date. If a renewal is not approved, we will notify you.

How do I track my autoship?

We’ll also send a reminder via text or email 7 days before your next autoship date. Once your order is shipped, you’ll receive a text (or email) with tracking information so you can stay updated.