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Frequently Asked Questions (FAQ)

What is happening? has been part of the Kokoba Group which also operates MedicAnimal since April 2011. In a desire to upgrade the service to our customers, has now replaced as of 15th July 2015. This means that customers will now automatically become customers.

What is

MedicAnimal Pet health group is Europe’s leading supplier of pet health and pet supply products. With over 1 Million customers across the United Kingdom and Europe, offers a premium service to pet owners to allow them to provide the necessary care for their animal, at an affordable price.

When is it happening?

The switch over took place on 15th July 2015. If you visit the website after this date, you will be automatically redirected to, where you will be able to log in to your account.

Do I need to set up a new account?

No, your full account details will remain as they are, so you will not need to recreate an account.

Can I continue to use my log in details?

Your login details will remain exactly the same. The only difference is that, after 15th July, you will log in to a different website address:

What happens to my payment details?

Both AnimalMedicines and MedicAnimal are owned and operated by the same company, Kokoba Limited. Therefore there will be no transfer of your payment data and you don’t need to do anything. Your payment details are already stored in your MedicAnimal account.

What happens to my personal information?

All your personal data, such as your payment, address, and contact details will stay the same and be available on

What happens to my order history?

Your order history will be transferred into your new profile, so you will be able to see previous orders by accessing ‘My account/Order history’.

What happens to my existing prescriptions?

Your existing prescription(s) will remain on file and can continue to be used up to either allowance or expiry date as normal. Any new prescriptions you send us can either be sent by post or faxed as usual, to the same number and address, by just indicating MedicAnimal instead of AnimalMedicines, as below:

Units 3-6, Frogmore Industrial Estate
Acton Lane, Park Royal
London NW10 7NQ
United Kingdom


What happens to my store credit?

Your store credit is yours and will also be transferred when we transfer your account details, so you will be able to redeem your store credit on any order you place with MedicAnimal.

Can I choose not to switch to

Should you decide that you do not want to move to for any reason, you can – of course – cancel your account at any time by contacting our customer service team.

What if I already have an account on both and

If you already have an account with MedicAnimal set up with the same email address as your animalmedicines account, then you will be able to login with your existing details and all your information will be merged. If you already have an account with MedicAnimal but set up under a different email address then you will need to choose which account to continue ordering with.

How do I contact you?

You can contact us on the same number until we transfer your account. Any time after this, you will able to contact us either by email, Livechat or phone, as indicated below:

Email: [email protected]
Livechat: (Mon to Fri: 11am – 5pm)
Phone: 0203 675 0780 (Mon to Fri: 8am – 8pm, Sat: 10am – 2pm)