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Delivery Information

UK Delivery

We aim to dispatch all orders within the estimated dispatch time stated on each individual product on the website, such as "Estimated dispatch within 24 working hours" and "Estimated dispatch 1-5 working days".

Deliveries within the UK mainland are made by Royal Mail or by FedEx Courier.

Exceptions include temperature sensitive products such as Insulin and Pancrex, which must be sent by either FedEx for £4.99 or Royal Mail Special Delivery for £12.00. This will ensure the fastest possible delivery of your order. The items will also be dispatched inside special packaging including an ice pack.

There are will be a few options to choose from for both Royal Mail and FedEx when placing an order in the UK. If you would like an accurate quote, simply go to the website, put the items you would like in your basket and click "View Basket". On the basket page, scroll down and enter your postcode, then click "Calculate". This will bring up the available delivery options and their prices for you.

Certain postcodes in Scotland and some offshore addresses including Northern Ireland, Isle of Man, Isle of Wight, Channel Islands, do incur a slightly higher delivery charge with our courier and we have to pass on the extra cost which we are unable to cover. We apologise if you are affected by this.

Please note that delivery time is from the date of dispatch, not from the date the order is placed. The estimated dispatch times indicate how quickly we will be able to process your order for dispatch.

Delivery Instructions

Instructions for delivery drivers can be left in the "Delivery instructions" box at the checkout.

If you are unable to be in to sign for your parcel, FedEx Courier allows us to pass on delivery or leave instructions so that the driver can find your house more easily, or so that the parcel can be left somewhere safe for you to collect. Many customers give simple instructions such as "If out, please leave in porch" or "If out, leave with neighbour either side" for the drivers to follow.

Royal Mail do not officially have such a service but we will add instructions to the parcel for them to follow if you enter them. If they are unable to leave it, you should check with your local post office or follow the instructions on their card. Royal Mail Special or Recorded parcels must be signed for and cannot be left. While delivery instructions prove very useful, we would advise that you request delivery to an address where someone will be in, such as a work address, whenever possible. We cannot be held liable for any parcels that go missing when left as instructed.

International Delivery

We can deliver most of products worldwide; we offer 3 different delivery services:

Royal Mail Air Mail - For parcels under 2kg in weight, charged at a standard rate of £10 per parcel. This service is untracked and parcels are usually delivered within 7 days inside Europe, and within 14 days outside of Europe however delays can occur due to each individual country’s postal system. This service is recommended for customers ordering outside of Europe.

FedEx International Economy/Priority – The cost of delivery is calculated in the checkout depending on the destination country and the weight of the items being ordered. Economy is a tracked delivery service that arrives within an estimated 3 working days after the order has been dispatched. Priority is also a tracked delivery service, that arrives within an estimated 1 working day after the order has been dispatched. If you are ordering outside of Europe, all parcels require customs clearance therefore an import permit may be requested before your order is dispatched. If you do not have one we would recommend checking with customs before placing your order that you can import these items without one. If you are able to obtain extra documents in advance and send us a copy, we can include these in your parcel for you. Also, depending on your country’s customs regulations, you may be responsible for paying import tax/duties.

UPS Express Saver/Standard – The cost of delivery is calculated in the checkout depending on the destination country and the weight of the items being ordered. Saver is a tracked delivery service estimated to arrive within 1-3 working days after dispatch. Standard is also a tracked delivery service that is estimated to arrive within 2-5 working days after dispatch. For orders outside the EU, only Express is available. If you are ordering outside of Europe, all parcels require customs clearance therefore an import permit may be requested before your order is dispatched, if you do not have one we would recommend checking with customs before placing your order that you can import these items without one. If you are able to obtain extra documents in advance and send us a copy, we can include these in your parcel for you. Also, depending on your country’s customs regulations, you may be responsible for paying import tax/duties.

If you would like an exact delivery price, put the items you would like in your basket and click "View Basket.” On the basket page, scroll down and enter your postcode and select your country, then click "Calculate." This will bring up the available delivery options and the prices for your order.

Prescriptions

If you order POM-V or POM products, we will be unable to process the order until we have received a valid prescription issued and signed by your vet. For international orders going by UPS, we will include a copy of your script along with the invoices for customs clearance.

Aerosols & other dangerous goods

Royal Mail have recently tightened their regulations and are no longer accepting any parcels containing aerosols and other dangerous goods (e.g. flammable items). The orders must now be sent via a different method and for VetMedsDirect, this will be by FedEx. The change in rules will affect our competitors also. Unfortunately, it may mean that your order doesn’t qualify for free delivery, so please accept our apologies for this. Due to air freight restrictions, aerosols can never be sent abroad. We apologise for any inconvenience and appreciate your understanding.

Returns Policy

Please see our terms and conditions.