Delivery and Returns
COVID-19 Update - December 2020
Whilst we are dispatching our orders on time there may be small delays outside of our control with the Royal Mail delivery network. Please allow a few extra days for your delivery to arrive. Thank you for your understanding.
When will my order be dispatched?
Orders are usually dispatched within 1 to 2 working days*.
We dispatch orders Monday - Friday (excluding Bank Holidays).
Once your order is dispatched, you will receive a dispatch confirmation email from us with an order number.
In the event of an item being out of stock, we will contact you with the expected delivery time.
*Working day is Monday to Friday, excluding public holidays.
When will I receive my order?
Orders placed with FedEx will be received the next working day after dispatch
Orders placed with Royal Mail 1st Class will be received within 1 – 2 days of dispatch
Orders placed with Royal Mail 2nd Class will be received within 3 – 5 days of dispatch
How much does delivery cost?
We offer free delivery for orders over £35 to mainland UK**
All other orders are subject to the following delivery charges:
|Under £35 Spend||Over £35 Spend*|
|UK Mainland Royal Mail 2nd Class (up to 2kg)||£2.99||Free|
|UK Mainland Royal Mail 1st Class (up to 2kg)||£3.99||£3.99|
|UK Mainland (excluding Highlands) FedEx Express Delivery (Signature required)||£6.99||£6.99|
**Some products can only be delivered via courier e.g. orders over 2kg, fridge lines, high risk medication and controlled drugs and therefore Royal Mail is not offered as a delivery option. For these lines there is a chargeable courier fee (FedEx Express Delivery) and a signature will be required on delivery.
For medication orders that can be posted through your letterbox (e.g. non signed for orders) you must ensure that there will be no children or animals who could have access to the posted medication. The PharmPet Co accepts no liability in the event of another person(s) or animal(s) residing at or visiting the property gaining access to the posted medication.
Controlled Drugs and High Risk Medication
For medication where we need the physical prescription posting to us before we can supply it to you (e.g. controlled drugs), you will only be able to select our express courier option (FedEx Express Delivery), and a signature will always be required on delivery.
This is to ensure that the medication is fully tracked from the moment it leaves our business unit until you receive it.
We will not be able to leave these orders in a safe place or with a neighbour. If you are not in at time of delivery the courier will leave a card with you. Please follow the instructions on the card to arrange a redelivery.
Refrigerated items are only dispatched Monday to Thursday to ensure that they are maintained at the required temperature during carriage.
For orders that contain a refrigerated item you will only be able to select our express courier option (FedEx Express Delivery), and a signature will always be required on delivery.
This is to ensure that the medication is fully tracked from the moment it leaves our Pharmacy until you receive it.
We are only able to guarantee that the medication is maintained at the required temperature for 24 hours from the moment we dispatch the item to you. It is therefore important that you are available on the day to sign for and receive the medication. If you are not available to receive the delivery, or if it arrives after this time period, please contact us to discuss your options.
Due to the storage requirements of these products we will not be able to leave these orders in a safe place or with a neighbour.
All orders that include a refrigerated item will incur an additional £3.00 charge on top of the normal courier delivery fee, due to additional delivery requirements.
From time to time we may implement delivery offers for certain products which will be flagged at the time of the offer.
UK Highlands - Courier
For any orders that require a courier delivery to the UK Highlands additional charges will be incurred during the checkout process.
Who will deliver my order?
Depending on the nature of the product/the delivery choice you make it will either be delivered by Royal Mail or FedEx.
Certain products will require a signature on arrival (e.g. Controlled drugs and refrigerated items), and will be delivered via FedEx courier.
How will I know that my order is ready to be delivered?
We will send you an email to let you know when your order is dispatched. We will contact you via the email address provided in your account details.
What happens if I am not available when you try to deliver my order?
- If your order requires a signature (e.g. controlled drug, fridge lines) then the courier will leave you a collection card – please follow the instructions on the card to obtain your order
-If your order is too large to post through your letterbox the courier will leave you a collection card – please follow the instructions on the card to obtain your order
- Please note for Fridge lines and Controlled drugs a signature is required on delivery. We will not leave these with a neighbour or in a safe place due to the nature of the products, so please ensure you are in to sign for your delivery.
Do you deliver internationally?
Unfortunately not, we currently only deliver to Mainland UK
You may cancel your contract and/or return your order to us, by contacting us by email or telephone, when:
i) Delayed delivery due to an event outside of our control:
Your order is significantly delayed due to an event outside of our control – in this instance you will receive a full refund, including the original delivery fee, and any agreed fee you incurred when sending the product back to us. The refund will be issued once we have received the product back from you. The product must be returned in full working order with no damage or signs of use in order for the refund to be processed.
ii) Damaged or faulty product
The product is faulty or damaged on arrival – you must inform us of this within 48 hours of receiving the product. in this instance you will receive a full refund, including the original delivery fee, and the agreed fee you incurred when sending the product back to us. The refund will be issued once we have received the product back from you.
iii) Pricing Error
You can cancel your contract (order) if we have told you about a pricing error that we are unable to honour, and you do not wish to continue with the order. In this instance we will not dispatch the product to you.
iv) Change of Mind
As an online retailer you have a legal right to change your mind within 14 days of receiving the product and cancel your contract with us.
For any change of mind cancellations you will be required to cover the cost of the return to us. Once the product has been returned we will issue you with a full refund, minus the original delivery fee. The product must be returned in full working order with no damage or signs of use in order for the refund to be processed.
Your right of cancellation due to change of mind however does not apply for any medicinal use products including prescription only medication, wormers and flea tablets. We are unable to accept returns for any of these products.
However, if an error has been made by us or the medicinal product is damaged or faulty. In this instance we must be informed of the error/fault within 7 days of you receiving the product and the product must be received back to us within 28 days – we will then either offer you a full refund for the product, or resend a new product to you.
Where we are required to make a refund we will do so within 14 days of receiving the product back from you.
Any products that are returned and are not in good working order, or show signs of use, will have an appropriate fee taken off the refund before being made.
After 10 days of receiving your dispatch email if your product remains undelivered please contact your local delivery office to see if your order is awaiting collection from there.
If your order is not there please contact us so we can investigate and discuss your options with you.
For more information please refer to our Terms and Conditions.