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FAQs


 

General Enquiries

What is Protect My Pet all about?
We are a team of veterinary professionals offering a range of parasite treatments for your pets. Our convenient subscription service delivers tailored health boxes straight to your door exactly when the treatments are due, so you’ll never miss a dose. We only use brand-leading products as recommended by vets. You can cancel your subscription at any time, there are never any contracts. 

 

Is Protect My Pet registered? 

Protect My Pet are registered as a Veterinary Practice Premises with the Royal College of Veterinary Surgeons (RCVS). Our premises reference number is 7291300. You can verify our registration by contacting the RCVS directly. See here for details. 

 

How do I subscribe to Protect My Pet?
To get started please go to our homepage and tell us which pets you have on the right-hand side of the page. You will then be directed to enter the details about each pet you have and which products you’d like to use. This will only take a few minutes of your time.

 

What does Protect My Pet cover?

  • Drontal and Dronspot are broad-spectrum wormers used to control all intestinal worms in the UK, including roundworm and tapeworm. Drontal is licensed for use in both cats and dogs. Dronspot is used for cats only.
  • Frontline Spot-On is used for the treatment and prevention of flea and tick infestations in dogs and cats. Frontline Spot On also controls infestations with biting lice on dogs and cats.
  • Advantage Spot-On is used for the treatment and prevention of flea infestations in dogs and cats, and for the treatment of biting lice on dogs.


What products are included in my pet's health box?
Here at Protect My Pet we only use brand-leading products as recommended by vets for your peace of mind. Each month you will receive a spot-on flea treatment, and every 3 months you will receive your worming treatment as recommended by the manufacturers. If you subscribe to our ‘plus’ box, you’ll receive treats and goodies each month too!

 

Is there a minimum subscription length?
There is no minimum subscription length and you can cancel your subscription at any time, for any reason - no questions asked. Just remember to give us 14 days notice before your next box is due if you wish to cancel your subscription.

 

What products do we use?
We currently offer Frontline, Advantage, Drontal & Dronspot (cats only). If you subscribe to our ‘plus’ box, you’ll receive treats and goodies each month too! We only use treats from ethical British brands. To view all our products, click here

 

Why do you need to know my pet’s weight?
The dosage of the parasite treatments we offer are based on the weight of your pet. Therefore we need to know the correct weight of your pet to make sure we are providing you with the correct dose. Your pet’s health is our priority so we want to make sure we are not under or over-dosing your pet!

 

Do you offer discounts if you have more than one pet?
Yes! If you have more than one pet you will receive a discount for each additional pet you own. For example, if you have two pets you can enjoy a 10% discount, for 3 pets a 20% discount and four pets you’ll receive 30% off.


What do I do if I have 5 or more pets?
Due to package and postage restrictions, each box can only contain the medication for up to four pets. Not to worry - you'll just need more than one box! Simply register your first four pets as normal, and add to your basket. Select the 'continue shopping' button and register any remaining pets under a second box. You can repeat this process as many times as you need to ensure all of your pets are protected.

How can I receive free boxes?
Every time you refer a friend to our service using your unique link, and they sign up, you will receive your next month’s box completely free! No hassle, no catch, just a way to say thank you for protecting more pets by recommending our service. Click this link to create your link and share it with all your friends and family! There’s no limit to how many people can sign up with your link and no limit to how many monthly boxes you can receive for free!

My question isn’t listed in the FAQs - help!
If we haven’t been able to answer your question in our FAQs, please get in touch with our friendly vet team that’s always happy to help! Contact us.

 

 

Payment & Delivery

How do I pay?
We accept all major credit and debit cards as well as PayPal payments. All payments are processed securely using Braintree, a PayPal company. Braintree stores your card details securely in their 'vault', so Protect My Pet do not have access to your financial details. For subscriptions, Protect My Pet operates using a continuous payment authority which is similar to a a direct debit. The first payment will be taken on the day you place your order and all subsequent payments will be taken on the 28th of the month, unless requested otherwise.

 

Where do Protect My Pet deliver to?
Our health boxes are delivered straight to your door by your local postman, which means any address within the UK and Northern Ireland can receive a health box.

 

Will I need to sign for the delivery of my pet's health box?
No, we use letterbox-friendly packaging for your convenience.

 

When will I receive my order?
Orders will be despatched on the 5th of every month, or the first working day after. We send our boxes via Royal Mail 2nd Class post, so will take 3-4 days to arrive.

Orders received on or after the 5th of the month will be shipped and delivered to you the following month.

If you need to receive your first box sooner, you will need to request this by getting in touch with our team: contact us

If you have not received your order within 7 days of the scheduled shipping date, you need to contact our team in order for us to locate your order. After this time frame, we are unable to locate your order and therefore will not be able to ship a replacement health box or issue a refund. 

What happens on Weekends and Bank Holidays?
In case of a weekend or bank holiday, we will despatch your box the first working day after the 5th of the month.

 

Why is the cost of my box the same each month when I do not receive the same contents each month?
Each month you will receive you flea treatment, and every three months you will receive you worming treatment alongside the flea treatment. At Protect My Pet we have carefully calculated and spread the cost of the worming treatment across each box, meaning you pay the same price each month. This means you won’t have a constant fluctuation in your monthly price and you will always know how much your payment will be.

 

What happens if my payment has been declined?
We are not able to ship your box until we have received your payment. Your billing date will be defaulted to the 28th of the month unless otherwise requested, and boxes are always shipped on the 5th of the month.
If your payment has been declined, our payment providers will automatically attempt to debit your account for the payment due on several occasions until a successful payment has been processed.
Our cut-off point for late payments is the 3rd of the next month. If payment has still not been received on the 3rd of the next month, we will be unable to ship your pet’s box for that month.

 

Products Enquiries

Are the products genuine UK Licensed Products?
Protect My Pet comprise a team of veterinary professionals and we take your pet’s health very seriously. In all cases, medications are dispensed and checked by UK registered and qualified Suitably Qualified Person's (SQP).

We only source and use products that have been licensed for use in the UK. We only buy medicines directly from either the manufacturer or from an authenticated UK licensed wholesaler. Counterfeit medicines can seriously damage your health. 

 

What is the difference between Advantage and Frontline?
Frontline Spot-On is used for the treatment and prevention of flea and tick infestations in dogs and cats. Frontline Spot On also controls infestations with biting lice on dogs and cats.

Advantage Spot-On is used for the treatment and prevention of flea infestations in dogs and cats, and for the treatment of biting lice on dogs.

 

Why do I need to use a regular flea treatment even if I haven’t seen fleas on my pet?   
Did you know, in a flea infestation, only 5% of fleas are ever seen on the pet, whilst 95% of fleas are present in different life stages in your home? That’s why prevention is better than cure!

Just one adult female flea can lay between 50-100 eggs per day! These eggs hatch into larvae and develop into pupae in the carpets in your home, which then develop into adult fleas. Within just a few weeks one or two fleas can create a huge infestation in the home, which can be difficult to control.

Fleas also carry tapeworm and can transmit this to your pet, so regular worming treatment is essential too!

 

How do Spot-On treatments like Frontline & Advantage kill fleas?
Fleas absorb the active ingredient through their skin. It interferes with their central nervous system and they are killed within 24 hours.

 

How often should I treat my pet for fleas?
Monthly application is needed for effective prevention and treatment against fleas, ticks and biting lice. 

  • Frontline Spot-On is used for the treatment and prevention of flea and tick infestations in dogs and cats. Frontline Spot On also controls infestations with biting lice on dogs and cats.
  • Advantage Spot-On is used for the treatment and prevention of flea infestations in dogs and cats, and for the treatment of biting lice on dogs.

 

How do I apply a spot-on treatment to my pet?
* Unpackage the pipette and break its seal.
* Part the fur between your pet's shoulder blades or base of the skull, so that the skin is visible (Remove the pet's collar if necessary)

* Squeeze the pipette onto the skin. Try to avoid the liquid saturating the fur. (You may need to repeat the second step again a little higher than the first spot if you have a larger volume of liquid)
* Dispose of the pipette and wash your hands. Avoid touching the wet application spot on your pet.

Remember:

- Wait 48 hours before bathing or letting your pet swim.

- Give each of your pets its own complete dose.

 

I recently treated my pet with a different flea product. How soon can I apply another Spot-On?
In general, you should allow at least a week before using any other topical flea treatment to avoid an overdose of active ingredients. For specific advice or if you have any concerns, please contact us.

 

Why do I need to worm my pet even if I haven’t seen worms?
The vast majority of adult worms stay in the intestine, and adult dogs and cats often will not show any signs of worm infection. The problem is that most worm eggs are also microscopic so it is impossible to tell if a dog or cat has worms just by looking. Some worms can put us and our family’s health at risk, so it is important to reduce this risk with regular worming to keep everyone protected.

 

How often should I worm my pet with Drontal or Dronspot?
Application is needed every 3 months for effective treatment worms, as per the manufacturer's guidelines. However, certain situations may make more frequent treatments desirable, for example:

- If your pet has a flea problem, as fleas can pass new tapeworm infestations on to your pet. In these situations, a repeat dose after 14 days may be necessary.

- If your pet regularly hunts and eats mice.

 

How do I give my pet a Drontal tablet?
These may be given whole or concealed in food. For more information please visit www.drontal.com.

 

I haven’t been given enough Drontal for my pets!
You can rest assured that we supply enough Drontal for each of your pets. As a registered supplier of veterinary pharmaceuticals, we are required to send tablets in their full form and within their enclosed packaging (we are not able to split the tablets for you).

Some pets may require half a tablet (0.5 Tablets) whilst others may require one and a half tablets (1.5 Tablets). If you have multiple pets, we will supply an adequate number of worming tablets for all of your pets but you may need to split the tablets according to their dose.

As an example, if you have two small cats each weighing between 2-3kg they will only require half a worming tablet each. In this case, we would supply you with one full Drontal tablet that you will need to be split into two halves and administer to each pet. Always follow the dosage instructions provided on the dispensing envelope or consult the relevant data sheet included in your box if necessary.

 

How do I give my pet a Dronspot pipette?
The application of Dronspot is exactly the same as topical flea treatments, however there must be a 48 hour gap in between applying the treatments.

* Unpackage the pipette and break its seal.
* Part the fur between your pet's shoulder blades or base of the skull, so that the skin is visible (Remove the pet's collar if necessary)

* Squeeze the pipette onto the skin. Try to avoid the liquid saturating the fur. (You may need to repeat the second step again a little higher than the first spot if you have a larger volume of liquid)
* Dispose of the pipette and wash your hands. Avoid touching the wet application spot on your pet.

Remember:

- Wait 48 hours before bathing or letting your pet swim.

- Give each of your pets its own complete dose.

 

Can I apply the flea treatment and Dronspot at the same time?
Whilst our motto is "When it arrives in the post, it's time to dose" we recommend a 48-hour gap between the application of topical flea and worm treatment. It does not matter which order the products are applied. The 48 hours simply allows each product to dry sufficiently. Flea treatments spread across the skin, whilst Dronspot is absorbed through the skin into the bloodstream, therefore each product does not interfere with the efficacy of the other.

 

I recently treated my pet for worms. How soon can I give my pet another worming treatment?
You should allow at least 48 hours between consecutive treatments of Drontal



Why don't I receive the same contents every month?
In order to fully protect your pet against parasites, we send out products in accordance with manufacturers guidelines. This means  you’ll receive a topical flea treatment each month, and every 3 months you’ll receive your worming treatment. If you are a ‘plus’ box member, you’ll also receive some treats and other goodies every month too!

 

Account Management

Can I pause my subscription?

We can pause your subscription on your behalf, just get in touch with our team and we’ll do the rest:  contact us 

Can I cancel my subscription?

Yes, your subscription can be cancelled at any time by logging into your account on our site, clicking through to “manage my subscription” and clicking “cancel”. However, in order to avoid being charged for the next month’s subscription, you need to cancel by midnight on 27th of the preceding month. 

Can I cancel my health box order after my order has been placed? 

You can not cancel or make changes to a health box purchase after you have ordered it or after a subscription charge has been made as the process undertaken to fulfill your order may have already started. 

 

What should I do if my pet passes away?

We will be very sad to hear of your loss. We understand it is a difficult time so we make cancelling your subscription really easy. Simply log in to your account online and select cancel adjacent to the relevant pet’s subscription. If you require further assistance, please get in touch.

 

How do I add a new pet to my account?
We’d love to welcome your new pet to our pack! You can do this on your account page at the bottom of your existing subscriptions by clicking ‘add a new pet’. If you’re having difficulty please get in touch and we will be able to assist you. 

 

I'm having trouble logging in - help?
If you have forgotten your password, please go to the login page and click ‘forgot your password?’. We will then email you a link to reset it. 

If you're still having difficulty logging in to your account, please don't hesitate to get in touch using our contact us form.

 

How do I update the billing or delivery address on my account?

You can update your billing or delivery address easily by logging in to your account online. Go to ‘billing information’ to update your card and billing information. Go to ‘subscriptions’ to edit your delivery address.

 

How do I update the email address on my account?
You can update your email address by logging in to your account and going to 'update your details' where you can then enter your new email address.

 

How do I update my pet’s weight?
You can update your pet’s weight by going onto the subscriptions page in your account and clicking ‘edit’ next to the relevant pet. Here you can then ‘update your pets weight’.

 

Pet Health Concerns

Why does my pet still have fleas?
The most common reasons for continued flea infestation despite treatment are:

  • Home environment has many flea eggs constantly hatching and reinfecting your pet
  • Product has been applied incorrectly or the interval between applications is longer than recommended.
  • Topical product has been washed off within 48 hours of application
  • Not all in-contact animals have been treated for fleas, this includes cats, dogs, rabbits and ferrets.


If you are still suffering a flea infestation you will need to follow these steps:

  • Treat all the pets in the house with Frontline or Advantage
  • Worm your pet with Drontal (fleas carry tapeworm and can transmit it to your pet)
  • Use a household flea spray and ensure you carefully follow manufacturer guidelines
  • Vacuum your home daily for 7 days after spraying, including all floors and sofas etc.
  • Wash all pet bedding, towels and blankets at 60ᐤC. If you pet sleeps in your bed you will also want to wash your bedding at 60ᐤC.

There is no point in just treating one pet because each of your pets can act as hosts for fleas and therefore encourage the flea life cycle to continue.

 

Why does my pet still have worms?
If your pet still has worms, and you are giving the treatment correctly, then please get in touch at team@protect-mypet.com and our veterinary team will be able to offer you some advice.

 

What should I do if I have seen fleas on my pet?
* Treat all the pets in the house with Frontline or Advantage
* Worm your pet with Drontal (fleas carry tapeworm and can transmit it to your pet)
* Use a household flea spray and ensure you carefully follow manufacturer guidelines
* Vacuum your home daily for 7 days after spraying, including all floors and sofas etc.
* Wash all pet bedding, towels and blankets at 60ᐤC. If you pet sleeps in your bed you will also want to wash your bedding at 60ᐤC.

What should I do if my pet has a reaction to the medication?
No medicine is risk-free and all medicines have the potential to cause adverse effects. The possible adverse effects that are known about are outlined in the product’s datasheet. Datasheets can be found on the Veterinary Medicines Directorate or the NOAH Compendium. Others that may only rarely occur or are specific for certain breeds or groups of animals may only be seen when the products are used more widely.

How do fleas infest my pet and my home?
A new adult flea finds a host (your pet) to feed on. After feeding on your pet’s blood and breeding, the adult female flea will then proceed to lay hundreds of eggs in your pet’s coat. These eggs will fall from your pet into the household environment - particularly where your pet spends a lot of its time (such as its bed or the sofa). The eggs hatch into larvae, before developing into pupae. The pupae then develop into adult fleas which look for a host and start the life cycle again.

Unhatched fleas eggs are able to stay dormant for months and will hatch under the right conditions. This will often occur when central heating has been turned on. Fleas also carry and transmit tapeworm, therefore continued parasite treatment is essential for protecting your pet year-round.

 

How does my pet get worms?
Microscopic roundworm eggs are almost everywhere because they are passed in the poop of infected animals, so any animal that goes outside, or lives with a person who goes outside and brings eggs in on their shoes is potentially at risk! Animals can swallow worm eggs by grooming themselves, playing in the park and mixing with other animals are all routes of exposure. Hunting rodents and birds are also activities that may increase the risk of other worms such as tapeworm. Having fleas even puts your pet at risk from tapeworm infection! For more information visit www.mypetandi.bayer.com/uk

 

If a tick attaches to my pet, how soon will it be killed?
Usually within 48 hours.


My pet still has itchy skin - what should I do?
If your pet is still itching even after you have applied the flea spot-on treatment correctly to all of the pets living in the household and you have treated the environment, we would recommend seeking advice from your local veterinarian. Your pet may have a separate skin problem that will need first hand diagnosis by a vet.


How do I make a complaint about a veterinary medicine?
If you have a complaint about the quality of a veterinary medicine please contact us in the first instance so we can put you in touch with the relevant pharmaceutical manufacturer. However, if you feel that we haven’t resolved your complaint satisfactorily, you can contact the Veterinary Medicines Directorate at postmaster@vmd.defra.gsi.gov.uk.

Please note that the VMD will only consider complaints about veterinary medicines, not about service, delivery or cost and not about non-medicinal products.


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