Pet Owner FAQs

+  Why was my script called into your pharmacy and not my neighborhood pharmacy?

We are a compounding pharmacy unlike most pharmacies including chain pharmacies. We compound the prescriptions you are unable to get filled at general pharmacies. We make our prescriptions from scratch specifically for the unique needs of individual patients based on your physician’s specifications.

+  Why did my veterinarian recommend Stokes versus another compounding

Veterinarians trust Stokes for the consistent quality and integrity provided in our services. Stokes implements the proper controls to assure that preparations meet various regulatory and company standards. Stokes strives to provide safe and effective preparations intended to exceed customer expectations.

+  My veterinarian is calling/faxing in a script to your pharmacy, what should I do?

Upon receiving a prescription, it is reviewed by one of our pharmacists. A customer care representative will contact you within 24 hours to review the prescription, obtain some basic information and discuss payment/shipping options with you. If you have not heard from us, please feel free to call us.

+  How can I get my prescription transferred to Stokes?

Our pharmacist would be more than happy to call your doctor or the pharmacy where your prescription is to have it transferred to Stokes.

+  Do you have an automatic refill program?

Not at this time. 

+  How long will it take for my prescription to be filled?

The time to fill/make each individual prescription varies. We recommend you place your order as soon as possible to ensure sufficient compounding time. Most orders will be shipped the same day the order is placed with a few exceptions. Please provide your e-mail address, and you will be notified once your order is available to ship. If you are a local client and would like to pick-up your prescription, we will call you as soon as it is ready.

PLEASE NOTE: Upon receiving a prescription / refill from your doctor, we will first get your approval before filling the prescription unless otherwise specified.

+  How can I get a price on my prescription?

To get a price you can fax it to 800-440-5899 or have your veterinarian phone it in. We will then contact you with a price. Questions? Please contact one of our customer care representatives at 800-754-5222.

+  Will my prescription be covered by my pet insurance?

We are not contracted with any pet insurance companies. If you would like to seek reimbursement for your compounded medication, please contact your insurance provider for information.

+  What type of payment do you accept?

We accept cash for pickups at the pharmacy, personal checks and most major credit cards, including Visa, MasterCard, Discover and American Express. We are not contracted with CareCredit.

+  What are my shipping options?

Standard Shipping (2 business days in transit regardless of location): $9.50 In the Continental US

Cold Packages Standard Shipping* (2 business days in transit regardless of location): $16.00 In the Continental US

Additional services:
Next day air and Saturday shipping options available at an extra cost.

(All NJ residents will be charged 7% sales tax on medication and shipping charges.)

*Prescriptions requiring refrigeration are being shipped standard ONLY Monday, Tuesday, and Wednesday in order to retain integrity of the cold packaging.  If you need it shipped outside of these days, additional shipping charges will apply.  (See above under additional services).

+  Can you send an email notification for my UPS tracking information?

We can.  If you are a new patient and are interested, we will ask for your email address upon obtaining your information.  If you are a current customer that is interested, please call and provide us with your email address so you may receive tracking information the next time you refill your prescription(s).

+  Will I have to sign for my package?

We do not require signatures on packages. However, your package will be left at the discretion of the delivery driver.

+  I would like to have my package shipped where someone can receive it while I am on vacation, at work, etc. Is this possible?

Absolutely! We can ship to a work location, family member, friend or neighbor where someone will receive it.

+  Why was I charged tax?

Veterinary prescriptions being picked up or shipped to a location in NJ will be taxed. Shipment fees within NJ are also taxable.

+  How do I properly dispose of my medicine?


+  Can you call my veterinarian for refills?

Yes, we would be happy to contact your doctor. Please note: refill authorization response time from doctor offices may vary.

+  Why was my prescription not filled when my veterinarian called it in?

Upon receiving a prescription or refill from your doctor, we do not automatically fill it until we get approval from you to do so.

+  Can you take back my medicine?

We cannot take back medication after it leaves the pharmacy. NJ State Board of Pharmacy prohibits us from re-using medication that has left the pharmacy and you wouldn’t want us to do that. You can check with your local shelter or animal rescue to see if they can accept it as a donation.

+  My animal is not taking his/her medicine. Are there other options?

Yes, there are other options available! At Stokes, we offer medications in a variety of forms (capsule, liquid, chew, tablets and transdermal) to make dosing hassle-free. Please keep in mind that feasibility varies depending on the drug and individual prescription.

+  What is a transdermal and how do I apply it to my cat's ears?

It is a medication that you rub on the tip of your cat’s ear. The medicine is absorbed into the bloodstream. 


+  How do I dispense my liquid medication? +  How do I use my ophthalmic drops/ointments?

Eyedrops: Watch a video | Read administration instructions

Instructions for Stokes Cyclosporin AQ 1% and 2%, Tacrolimus AQ 1% as well as Cyclosporin/Tacrolimus AQ 1/0.02% Ophthalmic Preparations:

Ointment: Watch a video | Read administration instructions


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