As pet owners ourselves, our first concern is always your pet's health and wellbeing, so please don’t leave your order until the last minute, especially if you are running low on important medication or when bad weather is forecast, which could affect deliveries from us. We always recommend you place your order as soon as you can to ensure there is sufficient time for your order to be processed, packed, dispatched – typically 24 hours - plus the delivery time for the shipping method selected.
If you are ordering prescription only medication, then please refer to the "Prescription Information" page
, a hard copy of your prescription is required prior to the despatch of any items and as such this will effect the delivery timescales.
Processing, Packing & Dispatch
Please generally allow 24 working hours (Monday – Friday) to process, pack and dispatch your order from our warehouse. Orders are dispatched Monday to Friday (excluding bank holidays). Orders that are placed on a Friday and weekends will be dispatched the following week.
Shipping Methods & Time-scales - UK
We offer a number of shipping methods and time-scales, including Courier Delivery for urgent items. Please note that these time-scales are approximate guidelines only, and do not include the 24 working hours required for processing, packing and dispatching orders from our warehouse.
• Royal Mail Second Class
– approx. 3 - 5 working days.
• Royal Mail First Class
– approx. 1 - 3 working days.
• Courier Delivery
– approx. 1 - 2 working days. Orders for Refrigerated Items placed on a Thursday will be dispatched on the following Monday - as items dispatched on a Friday would not be delivered until the following Monday, and their temperature cannot be regulated for this length of time.
– European country orders including those for Turkey and Switzerland are usually 7-10 working days. (Please note that we do not currently ship outside of Europe).
Shipping Locations & Prices
The location you select as your delivery address and the weight and value of the items ordered determines what options and prices you will be offered when checking out.
Postage prices start at £2.95+VAT for second class delivery for packages weighing up to 1kg. All available options including first and second class, recorded and courier delivery will be provided at checkout for you to select from.
Please note that we can only accept orders where the total basket weight is less than 2kg. Shipping prices start at £9.45+VAT for packages weighing up to 1kg.
Please note that due to the nature of the products that we sell, there are some countries and territories which we cannot ship to. We can ship only to destinations within Europe.
Please note that at times the postal carriers may change. Also large, bulky items (which may be physically large but light in weight) may also attract specific postal charges.
If your order has been sent by Courier and the maximum number of delivery attempts have been made, the parcel will be returned to us and a further £7.45+VAT re-shipping fee will need to be taken before it is sent out for delivery again.
In all circumstances prescription medicines cannot be replaced after shipment without the receipt of a further prescription.
Shipping of refrigerated products - please note that all products that require refrigeration must be sent via Courier Delivery to ensure that they arrive in optimum condition and cannot be sent internationally. All refrigerated items are sent with cold packs to ensure maintenance of temperature for the 24 hour delivery period. In addition to the cost of the courier there is also a cost for the "cool box" in which the product will be packed. It is the customer’s responsibility to ensure that someone is available to sign for the package and that the contents are placed in a fridge immediately after receiving the parcel. We cannot take any responsibility for the contents of the package after the allotted 24 hour delivery period (e.g. if no one is available to sign for the parcel at delivery and the item is sent to the local delivery depot) we are not liable for the cost of a replacement order. If a method of dispatch OTHER that the Courier option is selected as the delivery method for refrigerated items, we cannot be held responsible for their condition on arrival.
What to do if your item does not arrive within the expected time-scale:
The vast majority of our orders will arrive within the time-scales listed above after they have been dispatched from our warehouse. However if your order has not been delivered within the expected time-frame after dispatch, we ask that you please first check with your local post office and follow the guidelines below:
Less than 4 - 5 working days after your order was processed:
Please be patient and keep waiting for your order to arrive as it is most likely still in transit and may have been held up by an incomplete address, missing postcode or circumstances out of our control such as adverse weather conditions or strike action.
5 - 10 working days after your order was processed:
Your mail is now officially delayed and our advice is to check with neighbours that could have taken the parcel in on your behalf. If your item requires a signature and no-one is available to sign for it, the postman or courier will take your item back to your local delivery office/depot. The postman or the courier driver should leave you a card to inform you of this.
15 working days after your order was processed:
Once 15 working days have passed since dispatch, Royal Mail class your item as lost and we are then able to consider sending out a replacement or giving you a refund. Please send us an email complete with your order reference number and confirming that you have never received the item. We will then take up this issue with the Royal Mail for compensation and your letter will be used as evidence. We cannot consider issuing a refund or replacement items that the Royal Mail has lost until at least 15 working days have passed.
Please ensure your delivery address is correct when placing an order. If a signature is required, you must choose a delivery address where someone is guaranteed to be in to sign for your order, such as your work address. We cannot take responsibility for undelivered items caused by incorrect address details or no-one being available to sign for the delivery.