Deliveries and Returns
Due to system updates, delivery times may be longer than normal. The delivery times below have been updated to reflect potential delays. We are also experiencing extremely high call volumes and our customer support team are working hard to answer as many calls as they can. We apologise for the inconvenience caused and thank you for your patience.
If you are ordering prescription medication, please note that upon receipt of a prescription, orders are subject to our stringent Vet Approval process to prevent fraudulent use of prescriptions, after which they will be processed for dispatch.
Delivery methods and costs*
Standard Delivery | 3-7 working days
Orders £29 and over (all weights): FREE
Orders under £29 weighing under 7kg (excluding aerosols): £1.99
Orders under £29 weighing 7kg and over: £2.99
Orders under £29 containing aerosols: £2.99
Express Delivery | 1-5 working days
Orders weighing under 7kg: £3.49
Orders weighing 7kg and over: £4.49
UK Highlands, Islands & Northern Ireland
Standard Delivery | 4-7 working days
Orders £29 and over (up to 20kg): FREE
Orders under £29 weighing under 5kg (excluding aerosols): £1.99
Orders under £29 weighing 5kg - 20kg: £2.99
Orders under £29 weighing over 20kg: variable (exact fee shown at Checkout)
Orders under £29 containing aerosols: £2.99*
Express Delivery | 2-6 working days
Orders weighing under 20kg : £4.49
Orders weighing 20kg and over: variable (exact fee shown at Checkout)
We've temporarily stopped deliveries to EU countries
*Exceptions to Standard Delivery charges
Temperature Controlled Items - Items that require temperature control (i.e. Caninsulin) will be subject to an additional charge of £7.50. The delivery will be made the next day from date of dispatch, and will be dispatched with an ice pack and insulated packaging to keep the products within the manufacturers specified temperature range. Our courier, DHL, deliver between the hours of 7am and 7pm. It is the customer’s responsibility to ensure that there is someone available when the delivery is made as orders that are temperature controlled cannot be left safe. The contents of the parcel must be refrigerated upon receipt. If a delivery is attempted and failed, we will not be liable for the cost of a replacement.
We do not ship temperature controlled items to Europe and some Highlands and Islands addresses. These will be indicated at checkout.
We are unable to ship to BFPO addresses.
We are unable to despatch Aerosols to Non UK Mainland addresses.
Due to current regulations we can only dispatch Prescription Only (POM) and NFA medications to UK addresses.
To ensure your order gets to you as quickly as possible, we will be operating split shipping where your order contains both pharmacy products (i.e. prescription medication, registered pet products) and warehouse products (food, toys, etc) without any extra charge to you. If your order has been part of a split shipment, this will be detailed on your dispatch email. You will receive a dispatch email each time the products from your order are dispatched.
We cannot consider an order lost until 7 days after dispatch. If you have not received your order within 7 days from the date of dispatch then please contact us and we can resolve the issue. We must be initially notified of non-receipt within 9 days from the date of dispatch so that we are able to submit a claim to the carrier.
It should be noted that, unfortunately, we cannot accept returns of any labelled products, including prescription medicines and flea and worming products. If the customer has requested a cancellation but the order has already been dispatched then we will not be able to cancel and refund the order. This also applies if the customer has ordered the incorrect dosage. Returns of any labelled products are only acceptable if it is due to an error in processing, or for an official recall.
We are also unable to accept the returns of Caninsulin syringes, even if the packaging is unopened.
We would hope that all of our customers are happy with the products that they purchase, however even if you just change your mind about a product (this does not include flea and worming treatments, or any other product that requires a label (prescription POM or NFA product), you can return it to us, please see your consumer right of return and refund on our terms and conditions for full details.
If an item is faulty we will send a pre-paid envelope for you to return the faulty item and upon inspection will issue either a full refund or a replacement, according to your wishes.
If an item arrives damaged this will need to be reported to us within 7 days of receiving your order. We will request photos of the damage and without these we will be unable to issue a replacement or refund.
If a picking error has occurred then we will need to be notified within 14 days so that we can rectify the problem. Any errors that are reported outside of the 14 days cannot be rectified. It is advisable, when ordering single tablets, to count the tablets upon receipt so that any shortfalls can be brought to our attention and rectified within the 14 days.
For all returns, we advise customers to send these by recorded post or retain proof of postage. If proof of postage is not obtained and we do not receive the item, no refund will be given.
Your statutory rights are not affected by our returns policy.
Customer Support: 01379 640052
Office hours 8:30am - 6:00pm Monday to Friday (Bank Holiday opening hours may differ)