The Beginner’s Guide to My Animal Dispensary

Hello and welcome to My Animal Dispensary! We’re so excited to have you here. With hundreds of products across our site, you’re sure to find something that suits your beloved pet’s needs. Sound overwhelming? Fret not, this guide is here to help!

Getting Started
You’ll need to create an account before placing your first order. 
Our product range is divided into three main categories: prescription medication, prescription diets, and non-prescription (over-the-counter) items. Depending on what you’re looking for, you may need to prepare different items for your order – more on this later.
Our homepage contains several useful elements to help you find what you need:

1.    Search bar
2.    Browse by category
3.    Cart button – click here to view your cart and check out
4.    Login button – create an account here, or sign in to your existing one
5.    Rewards button – check your MAD Rewards balance and redeem points here
6.    Message us

Prescription Medication: The Basics
Prescription medications are only to be used under the supervision of your pet’s veterinarian. All prescription medications are marked with a red banner:

We only accept orders placed using a valid prescription letter from a Singapore-licensed veterinarian. Refer to the table below for examples of acceptable and unacceptable documentation. 

If you don’t have a prescription letter, ask your trusted vet to write one (note some clinics may charge a fee). Alternatively, you may book a consultation with one of our veterinary partners.

How to Read A Prescription Letter

Once you’ve received your letter, read the following components carefully before placing your order with us:
1.    Medication name and strength – certain medications come in different strengths. Be sure to select the one indicated on your prescription letter.
2.    Option to substitute for generic – “yes” means that you may order either a generic or brand-name version of the medication. “No” means that you will need to order a brand-name version (your veterinarian will often indicate which brand they prefer). 
3.    Directions for use
4.    Quantity and repeats – taken together, these numbers dictate the total amount of medication allowed by the prescription. At My Animal Dispensary, we always verify the total quantity allowed by speaking with the clinic that issued the prescription. 
In this example, we have verified that 100 tablets with 2 repeats means the prescription is valid for 300 tablets in total (i.e. 100, plus another 2x100). 
THIS EXAMPLE MAY NOT APPLY TO EVERY CLINIC. PLEASE SPEAK TO YOUR VETERINARIAN IF YOU ARE UNSURE OF THE TOTAL QUANTITY ALLOWED ON YOUR PRESCRIPTION.
5.    Validity – the expiry date of the prescription. A prescription letter is usable until it reaches its expiry date, OR until all the medication allowed (300 tablets in this example) has been dispensed, whichever comes first. 

Under Singapore law, prescriptions with no specified expiry are valid for 1 year from the date of issue.

Ordering Prescription Medication
Step 1: Navigate to your desired product using the search bar, or by browsing through our product categories.

Step 2: Select variant (if applicable). Individual products may vary in strength and/or quantity.

Step 3: Select your prescription type and upload your prescription. 

Choose the first option if your veterinarian gave you the original hard copy and this is your first time using this letter. Do NOT throw away the hard copy as it will be collected upon delivery of your order.

Choose the second option if your veterinarian gave you a soft-copy prescription ONLY (i.e. no hard copy), and this is your first time using this letter. We will not collect anything upon delivery of your order.

Choose the third option if you have used this letter with us before and would like to use it again to order more medication. More on this later.

Step 4: Read and agree to our Cancellation/Amendment Fee Notice. To avoid incurring a penalty fee, read this notice in its entirety and ensure your order is compliant with what is written on the prescription letter. 

Step 5: Select quantity from the drop-down list

Step 6: Click “Add to Cart”. When you’re ready to check out, click the shopping-bag icon in the top right to view your cart and pay.

Ordering Prescription Diets
Prescription diets are foods specially formulated for pets with health conditions such as kidney disease and skin allergies. All prescription diets are marked with a blue banner:

If this is your first time ordering a prescription diet from us, we will need to see evidence that your veterinarian has deemed this diet necessary for your pet. Some examples are listed in the table below. Please send this information to us via WhatsApp or email. 

Step 1: Navigate to your desired product using the search bar, or by browsing through our product categories.
Step 2: Select variant (if applicable). Individual products may vary in size and/or quantity.

Step 3: Select quantity from the drop-down list. 

Step 4: Click “Add to Cart”. When you’re ready to check out, click the shopping-bag icon in the top right to view your cart and pay.

Ordering Non-Prescription Items
Non-prescription items include supplements, herbal products and accessories. 
Step 1: Navigate to your desired product using the search bar, or by browsing through our product categories.
Step 2: Select variant (if applicable). Individual products may vary in size and/or quantity.

Step 3: Select quantity from the drop-down list. 

Step 4: Click “Add to Cart”. When you’re ready to check out, click the shopping-bag icon in the top right to view your cart and pay.

What Happens After My Order Is Placed?
Once we’ve got your order, you’ll receive a confirmation email with your order details, and we’ll prepare your order and schedule it for delivery. Most orders are delivered within 1 to 3 working days. 

The day before delivery, our staff will contact you via WhatsApp or text message to advise you of the time frame for delivery and any other important information. 

If you would like to personally collect your order, please WhatsApp us to arrange. Self-collection is limited to weekdays only (excluding public holidays).  

Repeat Medication Orders
If your prescription letter allows, you can re-order the same medication from us. Simply follow the steps below:

Step 1: Keep a photo or scan of your original prescription, especially if it’s a hard copy. 
Step 2: Check your balance on the label of the last medication order you received from us. This represents the amount of medication you can still order using your current prescription. A balance of 0 means the maximum quantity of medication denoted in the prescription has been dispensed, and the prescription cannot be used further. 

In this example, the owner has a balance of 200 tablets. They can order up to 200 more tablets with the same prescription letter they used previously, as long as the letter is still valid.

Step 3: Indicate that you are using “a current prescription with remaining balance” on the medication page. Ensure that the quantity of medication you order does not exceed your available balance.
Step 4: Upload the same prescription you used previously, and place your order as normal. Do NOT upload a photo of your medication label.

Still Have Questions?
Send us a message on our website! Alternatively, WhatsApp us at 8023 6358, or drop us an email at sales@myanimaldispensary.com.

Thank you for reading and we look forward to serving you and your pet!