Welcome to VetPharmacy’s comprehensive guide on order dispatch and shipping. We understand that receiving your pet’s medications and supplies promptly and reliably is crucial. This article outlines our dispatch procedures, shipping options, costs, and what to do if you encounter any delivery issues.
Order Dispatch Timelines
VetPharmacy strives to dispatch all orders within one working day. However, please note that this timeline may vary for certain products. We advise you to carefully check the product description for any specific dispatch information, as some items may require a few extra days to arrive with us before they can be sent out. Additionally, all orders are subject to approval by our Pharmacist. To ensure a smooth and prompt dispatch, please provide a correct daytime telephone number when placing your order. This allows us to address any necessary consultations swiftly.
Should there be any unforeseen delays in dispatching your order, we will proactively contact you to discuss the situation and arrange for a partial dispatch if feasible.
Once your order has been dispatched, you will receive an email confirmation detailing the delivery method used and your tracking number, if applicable. Please be aware that tracking numbers typically become active on the evening of the dispatch day, after your parcel has been collected from our warehouse.
Shipping Options and Costs
UK Shipping
We offer a Standard Delivery service within the UK for a flat fee of £3.95. The estimated delivery time for this service is 1-2 working days from the date of dispatch.
For our mainland UK customers, we are pleased to offer free standard delivery on all orders exceeding £50.
*Please note that the stated delivery costs for heavy items apply to mainland UK only. Due to courier surcharges, heavy item deliveries to certain areas of Scotland, including the Highlands & Islands, are charged at £15.99, and to Northern Ireland at £11.99. These deliveries may take up to 48 hours.
International Shipping
VetPharmacy is able to ship a selection of products to various international destinations. The list of countries we ship to is regularly reviewed and may be subject to change. We reserve the right to withdraw this service at any time. If your country is not listed at the checkout, unfortunately, we do not currently deliver there.
Please be advised that we are unable to send the following products internationally:
- Licensed veterinary medicines (any medication requiring a pre-purchase questionnaire). Orders placed for these items will be automatically refunded.
Our standard international delivery charges are for parcels up to 2kg. All international orders are dispatched via Royal Mail Tracked or Royal Mail Signed, where available.
It is important to note that due to the nature of the products we handle and the regulations we adhere to, VetPharmacy reserves the right to refuse the sale of any product based on the customs regulations of the delivery address. Furthermore, goods are sent on a Delivery Duty Unpaid basis, which means you may incur additional taxes and duties upon entry into your country.
Unfortunately, our complimentary delivery offer for orders over £50 does not extend to international customers due to higher postage costs.
| Destination | Standard Delivery Charge | Estimated Delivery Time (from date of dispatch) |
|---|---|---|
| European Union | £15.00 | 10-15 working days |
| Rest of World | £20.00 | 10-15 working days |
What to Do If Your Parcel Has Not Arrived
At VetPharmacy.co.uk, customer satisfaction is our priority. If you have any concerns about your delivery, please do not hesitate to contact us. We kindly request that you check with your local delivery office to see if they are holding a parcel for you before contacting us directly.
Please be aware that in instances of adverse weather conditions, deliveries may be affected, and we cannot guarantee exact delivery times. Our couriers work diligently to maintain normal delivery schedules, and your parcel will be delivered as soon as possible. It’s also important to note that your parcel might experience delays due to adverse weather along its transit route, even if your local area is not directly impacted.
For Standard UK Delivery: Typically, your local postman will leave a card to arrange redelivery if you are unavailable. However, this process is not always followed. If you have not received your order within 3 working days of dispatch, please check with your local delivery office. Should you still not have received your parcel after 15 working days, please contact us to arrange for a re-dispatch or a refund.
For International Delivery: If you have not received your order within 15 working days from dispatch, please check with your local delivery office. If your parcel has not arrived after 30 working days, please contact us to request a re-dispatch or a refund.
We regret that we cannot process re-dispatches or refunds sooner than the timescales mentioned above, as these are the terms stipulated by our couriers.
Handling Failed Deliveries
Any items returned to VetPharmacy.co.uk because they were not accepted at the point of delivery or due to a failure to collect from your local sorting office may incur additional delivery charges or be automatically refunded. We will contact you directly in such circumstances.
