COVID-19 UPDATE:

Many couriers are experiencing delays due to the stress COVID-19 is causing the country’s supply & delivery network. Delays outside of our control are not uncommon at the moment. More information on current services can be found here: Royal Mail – https://www.royalmail.com/coronavirus UPS – https://www.ups.com/gb/en/about/news/important-updates.page DX – https://www.dxdelivery.com/service-update/alerts/covid-19/ We apologise for any inconvenience caused and thank you for your understanding during these unprecedented times.  

For most of the UK* spend £29 or more and we’ll deliver it to you for free.

Weights include all packaging *Certain post codes in Scotland, Northern Ireland, Isle of Man, Isle of Wight and the Channel Islands incur a slightly higher delivery charge. These postcodes are listed here.

How will my item be delivered?

Royal Mail – 1-3 working days (including Saturdays), depending on the chosen service We have 2 services available with Royal Mail, 24 and 48 (similar to First Class and Second Class). Royal Mail 24 aims to delivered the next working day (including Saturdays) following dispatch from our warehouse. Royal Mail 48 aims to be delivered within 2 to 3 working days (including Saturdays) following dispatch from our warehouse. Some of these services are tracked, if there is a tracking number available we’ll display it against your order. DX Courier – next working day after dispatch DX collect, sort and deliver your parcels from us to your door the next working day after dispatch. This service is fully tracked, most options come with a 2-hour delivery window, and you can either specify a signature or a ‘leave safe’ place so you don’t have to wait in for delivery.

How much will it cost?

To find the exact cost of shipping your item, and to see all options available, follow these steps: 1) Put the items you wish to order in your basket. 2) Proceed to checkout and enter your delivery address, including country. 3) Delivery information including price will automatically update to what is available to you.

Exceptions

• Temperature sensitive products will only be sent by DX courier to ensure the fastest possible delivery of your order. The items will also be dispatched within special insulated packaging to maintain optimal temperatures for the product.
• Controlled Drugs – certain prescription drugs are classified as Controlled and can only be sent via DX courier as they have to be fully tracked.
• Frozen Goods will only be sent by a DX courier pre-1pm service and will be delivered the day after dispatch. A packaging charge of £1.99 is also applicable.
• Delivery time estimates are 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.

 

What if I’m not in?

Delivery Instructions – instructions for delivery drivers can be left in the “Delivery instructions” box at the checkout. DX – If you are not in and the item does not fit through your letter box, your driver will follow the instructions you left on your order (see above). Royal Mail – Royal Mail don’t have an ‘instructions’ service for most parcels. If they can’t leave it with a neighbour or in a safe place, follow the instructions on their card. In all instances we cannot be held liable for any parcels which go missing when left as instructed. COVID-19 UPDATE: Please be aware that some delivery drivers are no longer asking for the recipient to sign for items due to social distancing.

Delivery of Frozen Goods

• As standard, all frozen orders will be sent via DX Express, and will be delivered the day after dispatch. Depending on the type & quantity of frozen products you are ordering, your order may need to be sent via a pre-1pm service to ensure you receive it in good condition. This is automatically calculated at the checkout.
• A packing charge of £1.99 is applied to all frozen orders to cover special packaging. This will keep products within the required temperature range for as long as possible.
• Frozen orders are delivered Monday to Friday – however we can deliver on a Saturday for an extra charge.

DX will be given instructions to leave the parcel, so please try to organise someone to take the delivery where possible and avoid rescheduling with the courier. If frozen goods are left unattended for long periods of time, we cannot guarantee that the packaging will be sufficient to maintain the temperature required to keep the products frozen, so bear this in mind when scheduling your orders.

Prescriptions

If you order any product that requires a prescription from a vet, 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 prescription (if applicable) along with the invoices for customs clearance.  

Warehouse Pick Up

If you select this option, when your order is ready, we will send you an email telling you when you can come and collect it. COVID-19 UPDATE: Due to the current situation we are not offering Warehouse pick up as an option. Apologies for any inconvenience caused and your understanding.  

Regular Delivery Service

Ordering the same products regularly? Sign up to our Free Regular Delivery Service, available on a wide range of products including medication. Let us remember to order for you – you can choose when and how often we deliver your product(s) and there is no commitment so you can cancel at any time. It’s quick and easy to set up, find out more here.  

International Delivery

We can deliver most products worldwide through three different delivery services: Royal Mail Air Mail – For parcels under 2 kg in weight, the cost of delivery is calculated in the checkout depending on the destination country and the weight of the items being ordered. This service is untracked and parcels are usually delivered within 3-5 days inside Europe, and within 6-7 days outside of Europe however delays can occur due to each individual country’s postal system. 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. Shipping to the EU From January 1st 2022, we are currently unable to send any orders to EU countries. We are working as hard as we can to resume normal service as soon as possible, we are sorry for any inconvenience.