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.

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.

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.

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.

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.

We use DPD as our courier.

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.

We only post to Mainland UK at this time.

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.

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.

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.

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.

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

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

Refrigerated items can only be sent to UK Mainland addresses.

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.

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

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