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Delivery Information

Please find below our lead times for deliveries as well as the pricing for each service we offer. Some orders (such as for chilled or controlled medicines) have limited delivery options. The delivery methods available for your order will be shown at the checkout.

Please note your order may arrive in two separate deliveries if you have ordered large and small items at the same time.

Order Times

To protect against any fraudulent activity, all prescription orders are subject to our Vet Approval process. This process could take up to 2 business days upon receipt of a prescription for medication.

Once the approval process is complete, your order will be processed and dispatched.

Information provided below assumes orders are placed before midday.

Standard Service

Prescription Orders: 4-6 days

Non-Prescription Orders: 3-4 days

Food Orders: 1-3 days

Express Service

Prescription Orders: 3-5 days

Non-Prescription Orders: 2-3 days

Priority Service

Prescription Orders: 1-2 days

Non-Prescription Orders: 1-2 days

Delivery Costs

Below are the amounts we charge for each of our services. The appropriate delivery methods for your order will be shown at the checkout. Some orders (such as chilled or controlled drugs) can only be dispatched by certain delivery methods.

Note that some orders may be shipped in more than one parcel. Please wait for the service time allocated for your order before contacting us.  

Standard Service

Over £39:   Free

Under £39:   £2.99 - £4.49

Express Service

£3.49 - £4.49

Priority Service

£5.99 - £8.98

Chilled and Controlled Items

£5.99

Saturday Delivery i

£10.99

Morning Delivery i

£11.99

Saturday Morning Delivery i

£16.00

UK Mainland



Standard Delivery (2-3 Days)

Orders over £39: FREE

Orders under £39: £2.99

Express Delivery (1-2 Days)

All Orders: £3.49 - £4.49

Express Saturday Delivery

All Orders: £10.99

Express Morning Delivery

All Orders: £11.99

Express Saturday Morning Delivery

All Orders: £16.00

Frequently Asked Questions

What Is The Process of Tracking My Order?

Once your order has been packed and is ready to be shipped, we will send you an email. From there, our courier will keep you informed of its progress.

On the day before your order is set to arrive, you will receive a notification specifying a delivery window. On the day of delivery, another message will be sent to let you know that your parcel is on its way.

When the delivery is complete, you will receive an email or text confirming this.

I've Only Received Part Of My Order?

Depending on the size of your order, it may have been split into two packages. Please check the packaging for any indication that it is 1/2 or 2/2. If this is the case, your parcels may not arrive at the same time—please wait to see if another parcel arrives before getting in touch with us. 

Why Hasn't My Order Arrived?

Have you included prescription items in your order? If so, have you provided a valid prescription? We cannot process orders until we have received and verified a valid prescription. All prescription orders are subject to our Vet Approval process, which could take up to 2 business days upon receipt of a prescription for medication. Once the approval process is complete, your order will be processed and dispatched.

Heavy food items sent by courier can take 3-5 working days to arrive. We will email or call you regarding this matter. If necessary, please contact us, and we will provide you with an update.

If your order consisted of only non-prescription items, it should have been dispatched promptly. Please check with your neighbours and the postman's standard "safe places" to see if your order is there. If your order was being delivered by a courier, please check your phone, as they would have sent you a text message with delivery details.

In any case, if you wish to check the status of your order, please call us at 01761 250 850 or email us at contact@petdrugsonline.co.uk, and we will inform you of the progress.

Do You Have A Returns Service?

Yes, you can return certain orders. However, there are restrictions on the return of prescription & refrigerated products. For full details of our returns process and policy, please see our Returns page.

What Days Are Orders Posted?

Orders are typically dispatched Monday through Friday, excluding bank/public holidays. If an order is placed late on Friday or during the weekend, it will be dispatched the following week.

Please note that the timely dispatch of prescription products is dependent upon receiving all necessary prescription documentation.

How do You Post to Highlands & Islands?

Parcels up to 2kg can be sent to the Highlands and Islands using Standard or Express Delivery. 

  • Express Delivery usually takes up to 3 working days.
  • Standard Delivery usually takes up to 5 working days.

With both of these options, you'll get tracking information via email.

For any parcels over 2kg weight, we are currently unable to dispatch to these areas and apologise for the inconvenience.

Do You Ship Internationally?

We only post to Mainland UK at this time. 

What Are The Postage Charges?

Light (essentially non-food) orders under £39 are charged £2.99 postage, which can be upgraded to Express Delivery for £3.49.

Heavy orders under £39 are charged £4.49 postage. Please see the table at the top of the page for full pricing.

What Restrictions Are There On Aerosol Products?

Due to courier restrictions, there is a limit of TWO aerosols per package. Orders containing THREE or more aerosol products will be sent to you in separate parcels. Please note that due to these restrictions, we can only send aerosols to UK Mainland & Highland addresses.

Due to airmail restrictions, we cannot send aerosols to Northern Ireland, the UK Islands, or overseas addresses.

What is the Lead Time on Prescription Items?

Upon receipt of a prescription for medication, all orders are subject to our Vet Approval Process to protect against any fraudulent activity. This process could take up to 2 business days. Once the approval process is complete, your order will be processed and dispatched using your chosen delivery method, the times for which are listed above.

How Are Heavy/Large (Food) Items and Light/Small (Medication) Items Sent?

Heavy/Large items (over 2kg) are sent by courier, while light/small items (including medicines & general treatments) are sent by Standard Delivery, which can be upgraded to Express Delivery for an extra charge.

Refrigerated and Controlled medicines must be sent by courier.

How Long Will It Take For My Order to Arrive?

How long it takes for your order to arrive will depend on when you placed your order and which delivery method you chose. We process orders, including prescriptions, from Monday to Friday, but postal services are not available on weekends.

Express deliveries typically take 1-2 working days, but please allow 3 working days before contacting us. Standard deliveries typically take 2-3 working days, but please wait until 14 working days have passed before contacting us.

For “light” courier items, orders placed before noon are delivered the next day. For instance, an order placed at 11:30 am on Monday is delivered on Tuesday, while an order placed at 2:30 pm on Monday is dispatched on Tuesday and delivered on Wednesday. For orders placed close to the weekend, there is an option for Saturday delivery service.

PLEASE NOTE: Heavy items, such as food, are excluded from the next-day delivery service and can take up to 3-5 working days to arrive

When are Refrigerated Items Sent?

To ensure the item remains cool, refrigerated items are only shipped Monday through Thursday.

Can Refrigerated Items Be Sent to Northern Ireland or Highland & Island Addresses?

Refrigerated items can only be sent to UK Mainland addresses.

What Happens if the Item I Want is Out of Stock?

In rare cases where stock is unavailable, please contact us, and you will be given the option to cancel. In some cases, you may also receive an email regarding this issue.

What Days Are Non-Working Days?

Saturday, Sunday, and public/bank holidays are non-working days.

Do I Need to Sign For My Pet's Medication When it Arrives?

If your medications are small enough to fit through your letterbox and are not Controlled Drugs or fridge lines, you do not need to sign for your order. We will simply deliver through your letterbox.

If your package won’t fit through your letterbox or if you opt out of letterbox delivery and are not in when the delivery is made, you will receive an email regarding re-delivery or collection location. Please note our courier may not attempt redelivery and will take your parcel to the nearest pick-up shop.

If a signature is required, this should be signed by someone over the age of 18


EUROPEAN ORDERS
As of the 1st January 2021 delivery to the EU is currently suspended.

NORTHERN IRELAND FOOD ORDERS
Pet medications and non-food items can be delivered to Northern Ireland. As of the 14th January 2021, delivery of heavy items (over 2kgs, food) to Northern Ireland is currently suspended, due to restrictions imposed by our courier.


Frequently Asked Questions

What is the process for tracking my order?
Once your order has been packed and is ready to be shipped, we will send you an email. From there, Royal Mail and/or DPD will keep you informed of its progress.

On the day before your order is set to arrive, you will receive a notification specifying a delivery window. On the day of delivery, another message will be sent to let you know that your parcel is on its way.

When the delivery is complete, you will receive an email or text confirming this.
I’ve only received part of my order?
Depending on the size of your order, it may have been split into two packages; please check the packaging for any indication that it is 1/2 or 2/2; if this is the case, your parcels may not arrive at the same time - please wait to see if another parcel arrives.
Why hasn’t my order arrived?
Have you included prescription items in your order? If so, have you provided a valid prescription? We cannot process orders until we have received and verified a valid prescription. All prescription orders are subject to our Vet Approval process. This process could take up to 2 business days upon receipt of a prescription for medication. Once the approval process is complete, your order will be processed and dispatched.

Heavy food items sent by courier can take 3-5 working days to arrive.We would have sent you an email or called regarding this matter. If necessary, please contact us, and we will provide you with an update.

If your order consisted of only non-prescription items, it should have been dispatched promptly. Please check with your neighbours and the postman's standard "safe places" to see if your order is there. If your order was being delivered by a courier, please check your phone, as they would have sent you a text message with delivery details.

In any case, if you wish to check the status of your order, please call us at 01761 250 850 or email us at contact@petdrugsonline.co.uk, and we will inform you of the progress.
Do you have a returns service?
Yes, you can return certain orders. However, there are restrictions on the return of prescription & refrigerated products. For full details of our returns process and policy, please see our Returns page.
What days are orders posted?
Orders are typically dispatched Monday through Friday, excluding bank/public holidays. If an order is placed late on Friday or during the weekend, it will be dispatched the following week.

Please note that the timely dispatch of prescription products is dependent upon receiving all necessary prescription documentation.

Parcels sent through Royal Mail are tracked from Monday to Saturday, similarly to how regular letters are handled; DPD deliveries are available Monday to Friday, with Saturday deliveries available upon checkout.
Who do you use as your courier?
We use DPD as our courier.
How do you post to Highlands & Islands?
Parcels up to 2kg can be sent to the Highlands and Islands using Royal Mail 1st or 2nd Class Tracked services.
Royal Mail's 1st Class Tracked usually takes up to 3 working days.
Royal Mail's 2nd Class Tracked usually takes up to 5 working days.

With both of these options, you'll get tracking information via email.

For any parcels over 2kg weight, we are currently unable to dispatch to these areas. We apologise for the inconvenience.
Do you ship internationally?
We only post to Mainland UK at this time.
What are the postage charges?
Light (essentially non-food) orders under £39 are charged £2.99 postage, which can be upgraded to Royal Mail 1st Class Tracked for £3.49.

Heavy orders under £39 are charged £4.49 postage. Please see the table at the top of the page for full pricing.
What restrictions are there on aerosol products?
Due to restrictions imposed by Royal Mail, there is a limit of TWO aerosols per package. Orders containing THREE or more aerosol products, they will be sent to you in separate parcels. Please note that due to Royal Mail restrictions, we are only permitted to send aerosols to UK Mainland & Highland addresses.

We cannot send aerosols to Northern Ireland, UK Islands, or overseas addresses due to airmail restrictions.
What is the lead time on prescription items?
Upon receipt of a prescription for medication, all orders are subject to our Vet Approval process to protect against any fraudulent activity. This process could take up to 2 business days. Once the approval process is complete, your order will be processed and dispatched.
How are heavy/large (food) items and light/small (medication) items sent?
Heavy/Large items (over 2kg) are sent by courier, while light/small items (including medicines & general treatments) are sent by Royal Mail 2nd Class Tracked, which can be upgraded to Royal Mail 1st Class Tracked for an extra charge.

Refrigerated and Controlled medicines must be sent by courier.
How long does it take for my order to arrive?
The delivery method is the primary determining factor for order arrival. We process orders, including prescriptions, from Monday to Friday. Postal services are not available on weekends.

According to the Royal Mail, the 1st Class Tracked post takes 1-3 days for delivery, usually 1-2 days, but can take up to 3 days as per their terms of service. The 2nd Class Tracked post takes 3-5 days for delivery, usually at the faster end, but can take up to 5 days.

For “light” courier items, orders placed before noon are delivered the next day. For instance, an order placed at 11:30 am on Monday is delivered on Tuesday, while an order placed at 2:30 pm on Monday is dispatched on Tuesday and delivered on Wednesday. For orders placed close to the weekend, there is an option for Saturday delivery service.

PLEASE NOTE: Heavy items such as food are excluded from the next-day delivery service and can take up to 3-5 working days to arrive
When are refrigerated items sent?
To ensure the item remains cool, refrigerated items are only shipped Monday through Thursday.
Can refrigerated items be sent to Northern Ireland or Highlands & Islands addresses?
Refrigerated items can only be sent to UK Mainland addresses.
What happens if the item I want is out of stock?
In rare cases where stock is unavailable, please contact us, and you will be given the option to cancel. In some cases, you may also receive an email regarding this issue.
What days are non-working days?
Saturday and Sunday and public/bank holidays are non-working days.
Do I need to sign for my medication when it arrives?
If your medications are small enough to fit through your letterbox,and your medications are not Controlled Drugs or fridge lines, then you do not need to be in to sign for your order. We will simply deliver through your letterbox.

If, for any reason, your package won’t fit through your letterbox or if you opt out of letterbox delivery and you’re not in when the delivery is made, you will receive an email regarding re-delivery or collection location. Please note - DPD will not attempt redelivery and will take your parcel to the nearest pick-up shop

If a signature is required, this should be signed by someone over the age of 18