Shipping & Delivery Policy

Vetalia - Independent Vet-Led Online Dispensary

Vetalia provides reliable UK delivery of prescription veterinary medicines, non-prescription products and medications supplied under the veterinary prescribing cascade.

We understand the importance of receiving essential medications promptly, particularly for pets requiring ongoing treatment.

Delivery Options & Charges

Orders are dispatched using Royal Mail tracked delivery services.

Delivery Service	Cost
Royal Mail Tracked 48	£3.95
Royal Mail Tracked 24	£4.95
Standard delivery on orders over £75	FREE
Temperature-controlled delivery	£7.99
Controlled drugs requiring Tracked 24 Signed	£6.99

Royal Mail Tracked 24 and Tracked 48 delivery times are estimates, not guaranteed delivery deadlines.

Free standard delivery applies to eligible orders over £75. Specialist delivery requirements, including temperature-controlled shipping and controlled drugs, may incur additional charges. The applicable delivery charge will be displayed at checkout.

Order Processing & Dispatch Times

Vetalia aims to dispatch eligible, in-stock orders on the same day when completed before the following cut-offs:

• Monday to Friday: 3pm

• Saturday: 11am

• Sunday and bank holidays: No dispatch

Orders placed after these times will normally be processed on the next available dispatch day, subject to stock availability and prescription requirements.

Same-day dispatch applies only where all ordered products are available and any required valid veterinary prescription has been received and verified.

Some medicines are ordered specifically from our wholesalers to fulfil customer prescriptions. These products may require additional processing time. Where a medicine is not immediately available, dispatch will depend on supplier availability.

Prescription Medication Orders

All prescription-only veterinary medicines and medicines supplied under the veterinary prescribing cascade require a valid veterinary prescription before they can be dispatched.

Prescriptions are individually reviewed and authorised by a veterinary surgeon.

Customers can upload their prescriptions during checkout or submit them using the instructions provided after ordering.

Orders cannot be dispatched until the necessary prescription checks have been completed.

Certain controlled drugs require the original hard-copy veterinary prescription to be received by Vetalia before supply. Electronic copies alone are not sufficient for these medicines.

Where the prescription is missing, invalid, incomplete or requires clarification, dispatch may be delayed until the issue has been resolved.

Temperature-Controlled Medicines

Certain veterinary medicines, including insulin and temperature-sensitive injectable treatments, require specialist temperature-controlled transportation.

Vetalia uses validated cold-chain packaging and temperature-controlled delivery procedures to help maintain appropriate transport conditions.

Temperature-controlled medicines are normally dispatched Monday to Thursday only, reducing the risk of parcels being delayed over weekends.

Cold-chain delivery costs £7.99.

Customers should ensure someone is available to receive temperature-sensitive medication promptly and refrigerate it immediately where required by the manufacturer's storage instructions.

Delivery Tracking

Customers receive a shipping confirmation email containing their Royal Mail tracking number once their order has been processed for dispatch.

Tracking information may not become active until Royal Mail has collected and scanned the parcel.

Customers can track their orders using the Royal Mail website:

https://www.royalmail.com/track-your-item

Please note that receiving a shipping confirmation does not necessarily mean Royal Mail has physically collected the parcel.

Delivery Areas

Vetalia provides delivery to eligible UK addresses using available Royal Mail services.

Delivery options and any applicable geographical restrictions are confirmed at checkout. Certain medicines, particularly temperature-sensitive products, may be subject to additional delivery restrictions.

Vetalia does not currently offer customer collection or local pickup.

Delayed or Missing Deliveries

Although most orders arrive within the expected Royal Mail delivery window, occasional delays may occur due to postal network disruption, adverse weather or other circumstances outside Vetalia's control.

If your parcel is delayed, please check the tracking information before contacting Vetalia.

If an order appears to have been lost in transit, contact us at info@vetalia.co.uk so we can investigate with Royal Mail and arrange an appropriate resolution.

Where necessary, Royal Mail may require additional information or a declaration of non-receipt as part of its investigation.

Your statutory consumer rights remain unaffected by postal delays or lost parcels.

Incorrect or Incomplete Delivery Addresses

Customers are responsible for checking that their delivery address is accurate and complete before placing an order.

If you notice an error, contact info@vetalia.co.uk as soon as possible.

We will try to correct the delivery address before dispatch, although changes cannot be guaranteed once an order has entered the shipping process.

Where a parcel is returned due to an incorrect or incomplete address supplied at checkout, additional delivery charges may apply for redelivery, where legally permitted.

Contact Us

For questions about delivery, prescription requirements, medicine availability or an existing order, please contact:

Email: info@vetalia.co.uk

Vetalia is a registered internet retailer of veterinary medicines (VMD Registration: 2047467).