Delivery & Returns
We process and dispatch every order as efficiently as possible, while ensuring all veterinary and regulatory checks are completed correctly.
Delivery
Dispatch times depend on the badge shown on the product page. Please check whether your item is marked for Next Working Day Dispatch or Same Day Dispatch.
Next Working Day Dispatch
Orders placed before the cut-off are typically dispatched within 24 working hours, subject to stock availability and, where applicable, prescription approval.
Orders placed after 6pm on Thursday may not be dispatched until Monday, as we may need to order stock in from our suppliers before your order can be completed.
Same Day Dispatch
Products displaying a Same Day Dispatch badge are held in stock and can usually be dispatched the same day when ordered and approved before the applicable cut-off.
Cascade and human medicines: Most human medicines supplied under the veterinary prescribing cascade are available for same day or next working day dispatch. However, some products may need to be ordered specifically for your prescription and can take approximately 1-2 working days to dispatch. Where a longer dispatch time applies, this will usually be shown on the invoice.
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.
Prescription orders requiring clarification, or approved after the applicable cut-off time, may take an additional working day to dispatch.
Delivery Options
Royal Mail 24 Tracked
£4.95 - typically 1-2 working days (Including Sundays*)
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
Royal Mail Tracked 24 can be delivered 7 days a week, including Sundays, where available. Sunday delivery is not guaranteed and depends on Royal Mail coverage in your area.
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.