FAQs for Pet Owners

If you have a question or concern that you don’t see on this list, please contact us immediately.
We are here to help you and your pet!

How do I have a prescription sent to your pharmacy if I’m a new customer?

Contact your veterinarian’s office and have them phone (1-800-390-2779 / 212-348-1800) or fax (212-348-3037) your pet’s prescription details to the pharmacy. We will contact you by phone within 1 hour of prescription receipt to review the order, arrange payment, and discuss Same Day or Next Business Day delivery options.


Please note that phone calls from our pharmacy appear under the 212-348-1800 number.

How do I refill my pet’s prescription?

If you have a current RX number from your pet’s prescription, you can quickly order a refill using the Best Pet Rx NY App. The Best Pet Rx NY App is easy to use and automatically alerts you when refills are due for your pet. Links to download the app can be found on the Home Page of this website towards the bottom.


You can also place refill orders through our website portal by clicking here or by contacting our pharmacy directly. To order from our pharmacy: email your request to refills@bestpetrx.com or phone us at 800-390-BPRX (2779) / 212-348-1800.

What should I do when my pet is out of refills for their prescription?

Contact your veterinarian’s office or let us know so we can reach out to them on your behalf. We will work together to get your prescription updated as quickly as possible. Keep in mind that depending on your pet’s condition and the medication needed, your veterinarian may need to see your pet before they will approve a refill of that prescription. When your veterinarian approves the new prescription, a different RX number is generated with an additional number of refills.

How can I track the delivery of my order?

All customers who have an email address on file will be sent a tracking email when the shipping label is created. For courier deliveries, you will receive an email when the courier picks up your package and after the medication has been delivered.

What is included in my prescription shipment?

The receipt for your order is placed inside the delivery bag or box. Instructions for properly dosing your pet are included on the medication container. Supplies such as syringes for oral liquids, gloves for safe handling of certain medications, and finger cots for applying transdermal gels are included when needed. Any additional information pertaining to the specific formulation or medication for your pet is provided on an enclosed sheet.

What flavors are safe to use if my pet is on a limited ingredient or novel protein diet?

All Best Pet Rx flavors are protein free and hypo-allergenic. They will not aggravate medical conditions your pet may have that are associated with food related restrictions. Our pharmacy team has lots of experience selecting flavors that will taste best with the specific medication that your pet needs. Some flavors might be the tastiest choice, even if your pet can’t normally have that particular flavor in their diet. Keep in mind that our Palatability Promise allows you to request a replacement flavor at no charge if you notify us that there is an issue within 5 days of delivery. We want your pet to take their medication easily and regularly, so they feel better soon!

How do I give my pet oral liquids, transdermals, etc.?

Medication instructions for administering common formulations can be found by clicking the link here.


If you ever have a concern or question about giving your pet medication, we are here to help. Please call us during pharmacy hours (M-F 9:00AM – 7:00PM, SAT. 9:00AM – 5:00PM) or send an email to refills@bestpetrx.com.

Why does the syringe that was dispensed with my oral medication state “not for oral use”?

Some syringes that we dispense with oral liquid medications are actually syringes designed for human injections with a needle. They are labeled with the following precautions: “Not for Oral Use.  Do Not Re-shield Used Needles.  Sterile.  Single Use”. We provide them because they are the best syringes available for giving pets oral medications. Since these are not being used for sterile applications, they can be rinsed and reused; which reduces waste.