About Us and Veterinary Medicines
Northern Equine & Pets officially known as - Northern Equine Services is an on-line retailer specialising in healthcare, feeds, wormers and flea treatments. We are based in County Durham -VMD registered premises code - 2033760. Northern Equine Services was first set up in September 2005.
Our friendly and knowledgeable staff will help you with any queries or questions you may have. We supply many of the top quality brands of Horse, Dog, Cat, Small Animal, Small Holder and Bird Feeds, Supplements, Healthcare Products, Worming and Flea control products.
Some of the products listed on this website are for sale through our registered SQPs only and are strictly regulated sales. When purchasing animal medicines (including flea treatments and wormers) it is a legal requirement that we ask you to complete the short form on the product pages, before we are able to dispatch the goods. We may also ring you to confirm your order and to check the details that you have given are correct and accurate.
The VMD require us to collect this information to ensure that the product is appropriate for your animals healthcare needs. To supply POM-VPS and NFA-VPS medicines (eg. Wormers). It is a legal requirement for us to record your information under the Veterinary Medicines Regulations 2011.
Please find a link below to view infomation about products that we have listed on our website, on this link you will find details of all veterinary medicinal products currently authorised in the UK together with a list of suspended and recently expired products. VMD product information database link- click here
If you need to report an allergic or adverse reaction to a product - please click this link to go the VMD adverse reaction page and yellow forms
If you have a complaint about the service, delivery, or products we have supplied please contact us directly on 07900431153 or firstname.lastname@example.org. We prefer for you to talk us directly as we cannot rectify problems if we dont know that they exist. We try where possible to resolve issues within 7 - 10 working days. Where these claims involve other organisations please allow up to 28 days for your complaint to be handled
In the case of veterinary medicines supplied - You should complain to us directly first. If you are not happy with the way we have handled your complaint about veterinary medicines ONLY, this can then be passed on to the VMD for investigation. Or you can email the VMD at email@example.com, or telephone on 01932 336911 or send a fax on 01932 336618. The VMD will investigate your complaint and send you a full reply within 15 working days. If this isn’t possible, they let you know why and tell you when you can expect a full response.
MEDICINES we can supply some animal medicines authorised for sale in the U.K and these are sold by our registered E-SQP - Miss J Arnold
Prescription Only Medicine - Veterinarian, Pharmacist, Suitably Qualified Person (POM-VPS). These may only be supplied by a veterinary surgeon, pharmacist or suitably qualified person and must be in accordance with a prescription from one of those persons.
Non Food Animal - Veterinarian, Pharmacist, Suitably Qualified Person (NFA-VPS)
These may be supplied without a prescription by a veterinary surgeon, pharmacist or suitably qualified person.
Authorised Veterinary Medicine - General Sales List (AVM-GSL). There are no restrictions on the supply of AVM-GSL products. You can buy these off the shelf at pet shops and supermarkets.
SAES – This exemption scheme applies only to veterinary medicines labelled exclusively for use in one or more of the following animals that are not intended for human consumption: aquarium animals (including fish kept in closed water systems), cage birds (meaning birds kept in cages or aviaries), homing pigeons (meaning pigeons kept for racing or exhibition), terrarium animals (meaning reptiles & amphibians kept in tanks and cages - including animals free-living in domestic gardens), small rodents (meaning domestic mammals such as ferrets and rabbits.
LARGE STOCK RANGE - We hold a large range of equine and companion animal medicines and health products including supplements and feed.
COMPETITIVE PRICES- We try to ensure that our prices are competitive and frequently have special offers or deals on the more popular products.
CUSTOMER CARE - Our customer interests are always foremost and we want to ensure that our customers are satisfied at all times. If you have a complaint please contact us, we cannot resolve issues if customers don’t talk to us directly. In the first instance, complaints should be made via the telephone on 07900 431153 or via firstname.lastname@example.org
STANDARD OPERATING PROCEDURE FOR ONLINE AND TELEPHONE SALES OF VETERINARY MEDICINES
The website / emails / phones will be checked twice daily for new orders placed.
The SQP on duty that day will then view each order placed with a POM-VPS or NFA-VPS medicine included.
The SQP will check that the requirements to supply each medicine is correct ensuring that all relevant information is provided before the sale can be made.
If the SQP is not satisfied with the information provided - contact with the customer using their details provided through the website or email will be made. If contact is not possible the sale will not be processed and cancelled. On our sites we require both an email address and a telephone number before sales can be completed.
If the SQP is satisfied with the information provided the medicine can be dispensed. The SQP will then select the required medicine from a locked cabinet within the approved premises; once again checking the data provided by the customer with the information leaflet ensuring the medicine is suitable for their animal.
Before packaging up the SQP will record the following details in the ‘medicines out’ book (which we keep for 5 years) Date sold, product name, Batch Number and Expiry date of product, the quantity that we are selling, the species of the animal it is intended for, the gender of the animal, whether the animal is pregnant or lactating, the animals age, weight, whether the animal is intended for human consumption and whether they have any health conditions or are using any current veterinary medicines (if yes stating what they are), the SQP will also record the customers full name and address and the SQP in question will sign the data to say they have checked the information provided and recorded the correct details.
Next the medicine will be boxed up ensuring we have recorded - the customer the date they purchased the medicine, the quantity and dosage, the Batch Number and Expiry date of the medicine in question and if we are splitting medicines where it is permissible to do so i.e. not breaking the inner packaging or injectables then a manufacturers information leaflet / data sheet will also be supplied.
This process will be checked at least twice to ensure accuracy and where possible be checked by another SQP if available.
The Medicines will be packaged securely and sent by courier service on a 1-2 day delivery using UK Mail or Royal Mail ensuring they comply with their storage requirements and requiring a signature when it arrives at the customers given address.
Any known reaction from Human or Animal to any medicine will be made known to the VMD and the Suspected Adverse Reaction Scheme using the ‘yellow form’ ensuring we supply all details as accurate and correct to the best of our knowledge and comply with VMD requirements.
If you have a complaint about our service, we prefer that you call, write or email. If you call us by telephone, we will make a written record of your complaint and ask you to confirm this is accurate before dealing with the highlighted issues. We will investigate your complaint fully and make every effort to resolve it within 7-10 working days. If this is not possible we will send you a letter or email explaining why and we will let you know when to expect a full response. In some cases complaints may take up to 28 days to resolve.
ORDERING - All orders can be received either by telephone, email or via the web / facebook or amazon and products will normally be dispatched on a next working day delivery or 2-3 day delivery. In the case of veterinary medicines items are sent by registered courier and a signature will be required when they arrive.
An answering machine service is also available on 07900 431153 and these calls are checked and recorded at the beginning of each working day or alternatively an email can be sent to email@example.com
Janet - Manager / E-SQP / Equine Body Worker
Janet started the business in September 2005. When it was first established initially janet was doing freelance instruction / training / grooming and equine body work / massage. Janet's animal experience comes from working with horses for over 24 years, including work with competition horses, stud yards, riding schools and yards that produced and sold stock.
Along with the E-SQP qualification Janet also has other qualifications to support her experience. Janet has had training with Dodson & Horrell, Spillers, Dengie, Saracen and Simple Systems enabling her to give horse owners quality feeding advice. Janet also holds a HND module in Horse Nutrition.
Janet also holds qualifications in Hills & Royal Canin dog & cat nutrition and is currently studying toward a Canine Health & Nutrition Diploma plus an equine degree.
Northern equine services can be found at http://www.vmd.defra.gov.uk/registers/sqpretailers.aspx as an approved SQP retailer
The registered SQP's listed above can be found at http://www.vmd.defra.gov.uk/registers/sqpregister.aspx