Delivery

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, 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.

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 a courier was delivering your order, 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.

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 unavailable on weekends.

Express deliveries typically take 1-2 working days. If your order has not arrived in this timeframe, we have a process to follow with Royal Mail, as they will not class a parcel as lost/delayed until 7 working days have passed (Monday – Saturday, excluding bank holidays).

Standard deliveries typically take 2-3 working days. If your order has not arrived in this timeframe, we have a process to follow with Royal Mail. They will not class a parcel as lost/delayed until 10 working days have passed (Monday – Saturday, excluding bank holidays).

We kindly ask you to contact our customer service team on the 7th or 10th day after dispatch so we can follow up with Royal Mail. They will provide an estimated timeframe for delivery on the day, but due to circumstances beyond their control, they may not always stick to this. They will usually then try again the next working day.

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. There is an option for Saturday delivery service for orders close to the weekend.

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 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 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.

What days are non-working days?

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

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 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 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.

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.