Delivery & Returns
We process and dispatch every order as efficiently as possible, while ensuring all veterinary and regulatory checks are completed correctly.
Most orders are dispatched within 24 working hours once approved.
Delivery
Orders placed before 6pm on a working day are typically dispatched within 24 working hours, subject to stock availability and, where applicable, prescription approval.
Selected products may also be dispatched on Saturdays depending on order time, prescription approval status and courier availability.
Orders placed after 6pm, or on weekends and bank holidays, are generally processed on the next working day. Orders placed between Friday and Sunday are usually dispatched on Monday unless eligible for weekend dispatch.
As a vet-led service, every order is clinically reviewed before dispatch. This ensures safety and compliance, while keeping turnaround times as fast as possible.
Prescription Processing
Orders containing prescription-only medicines are dispatched once a valid prescription has been received and approved. Most prescriptions are reviewed within the same working day
If there are any issues with a prescription, we will contact you promptly to avoid delays.
Example timeline:
Order placed Friday evening or over the weekend → Dispatched Monday
Occasionally, prescriptions requiring clarification or approved after the daily cut off time may result in dispatch taking an additional working day.
Delivery Options
Royal Mail 24 Tracked –
£4.95 (typically 1–2 working days)
Royal Mail 48 Tracked –
£3.95 (typically 2–3 working days)
Free UK Delivery –
Orders over £75 qualify for free Royal Mail 48 Tracked delivery
Schedule 3 Controlled Drugs –
£6.99 (Royal Mail 24 Tracked & Signed, as required by law)
If your pet needs medication urgently, we recommend selecting Royal Mail 24.
All delivery costs are clearly shown at checkout before payment is taken.
Cold Chain Medicines ❄️
Cold chain medicines are dispatched using Royal Mail 24 Tracked & Signed with insulated packaging validated to maintain the required temperature range for approximately 72 hours, including in the event of delivery delays or failed delivery attempts.
The cost is £7.99.
These orders are dispatched Monday to Thursday only to minimise time in transit.
Please ensure someone is available to receive the delivery. We cannot accept responsibility for failed delivery attempts due to incorrect details or missed deliveries. For safety reasons, cold chain items cannot be refunded in these circumstances.
Returns
Due to legal and safety requirements, prescription medicines cannot be returned once dispatched, unless they are faulty or supplied in error.
Non-prescription items may be returned in accordance with UK consumer regulations, provided they are unopened and unused.
Shipping Restrictions
We do not offer international shipping.
Orders can currently only be delivered within mainland UK. Unfortunately we are unable to ship to Northern Ireland due to post Brexit veterinary medicines regulations.
We apologise for any inconvenience.
Sustainability
We use simple, practical packaging — recyclable cardboard and kraft paper wherever possible, with no unnecessary plastic.
Where appropriate, medicines may be supplied as split packs to match the exact quantity prescribed. In these cases, medications may be provided in a tablet bottle or dispensing envelope, clearly labelled in accordance with UK veterinary dispensing requirements.
This approach helps reduce waste while ensuring you receive the correct amount of medication safely and accurately.
Any unused or expired medication should be returned to your veterinary practice for safe disposal. Medicines should not be disposed of in household waste or flushed down the sink or toilet.