Delivery & Postage

Delivery & Postage Whenever possible we are able to deal with orders on the same day they are received and dispatch them usually within 24 hours. However, please note the following terms: For non-prescription orders placed online we aim to dispatch between 1 and 3 working days of receipt of order and payment. For prescription orders sent to us (prescription and copy of order needed) we aim to dispatch between 1 and 2 working days of receipt. Orders are not dispatched on weekends or Bank Holidays. We will contact you if an item is out of stock or if there is any delay to your order. Should you require a product urgently please call us on 0845 6787838 - please note there may be an additional postal charge for urgent orders. Once we receive your order, acknowledgment will be sent to you via email. IMPORTANT NOTE: Please consider your postage options carefully before placing your order. Please select Special Delivery for high value or urgent orders. This parcel is then traceable and is covered for the full cost of the items should there be a problem with Royal Mail getting it to you. Selecting 1st class, 2nd class or Signed For delivery means that if there is a problem with the parcel the claim procedure will take approx 20-25 days. We will not send out orders again or refund before this time if Special Delivery has not been selected. OPTIONS FOR POST AND DELIVERY STANDARD FIRST CLASS As standard we post out 1st class Royal Mail for items up to 2kg in weight. There is charge of £1.50 for this. This parcel usually arrives within 1 to 3 working days but can take between 1 and 5 working days. FREE P&P: We offer Free Post & Packing on orders up to 1kg in weight. These parcels go out Royal Mail 2nd class. This parcel can take 3-5 working days to arrive. You need to select Free P&P from the drop down list on the checkout page if you want this option. SPECIAL DELIVERY: Medicationa and items upto 1kg in weight and needed urgently or of high value can be sent Special Delivery. This ensures Next Day delivery once the order is ready to dispatch. Special Delivery also covers for the full amount and the parcel is traceable. This charge is £5.75. This option is recommended for URGENT and High Value orders up to 1kg in weight. Please note if we have to order an item in for you, your parcel will not go out until this is with us. Please note Special Delivery is next day from the day of dispatch not the day the order is placed. SIGNED FOR DELIVERY: Signed for delivery can be used on items upto 1kg in weight and will have a unique tracking number and will need a signature. Delivery should be 1- 5 working days from when the order is ready to dispatch. This charge is £1.75. Should there be a problem with delivery of Signed for we have to wait 15 days before we can process a claim the same as for 1st or 2nd class mail. HEAVY ITEMS: If the parcel is over 2kg you may be contacted for additional payment to cover the postal charges. Your parcel may also be sent Parcel Force. FOOD DELIVERY: Food orders are posted out free. Select Free P&P in the postal options at check out. Food is sent out with Parcel Force and will be delivered within 48 hours of dispatch and will require a signature. Please note we are unable to deliver food to Scottish Highlands, Islands of Scotland, Northern Ireland, Isle of Man and Isle of Scilly OVERSEAS **NOW AVAILABLE**: Sending Parcels Overseas We are now able to post to the EU & Worldwide. Please note our terms regarding this: * Parcels can only be sent up to 1kg in weight, we do not post out any type of aerosols. * EU Parcels can be sent standard Airmail £10 charge or Airmail Airsure £15.00 * Worldwide parcels can be sent standard Airmail £12.50 or Airmail Airsure £16.50 Airmail: Delivered between 3 - 7 working days Compensation up to £46 Airmail AIRSURE: Delivered between 2 - 6 working days Compensation - fully insured for the value of the parcel Important Notes about Overseas Deliveries: * Any lost parcel claims are not dealt with until at least 25 working days have passed from the day of dispatch. The procedure is then the same as for UK lost parcels. * Any orders we are not able to process due to weight restrictions, incorrect postage option selected, prescription limitations etc will be automatically cancelled and your payment will be refunded. We will email you to inform you of the cancellation. * Should a prescription be required with your order please note that this has to be posted to us and received by us before we can process and dispatch the order. We need the prescription to be written in English otherwise we may have to refuse it. Please see our notes regarding prescriptions. Pet Dispensary has the right to cancel and refund any overseas order without reason at any time. Choosing a postal option on our website: At Check Out it will automatically default to our Standard Delivery option. If you wish to change this option at Check Out click the drop down list under Select a Postage Method and choose the preferred postage option. Check the shipment note that the charge has been made and you are happy with your choice. To change your postal choice after the order has been sent you must call us so we can take any additional payment over the phone. Email requests may not be dealt with in time. We can only amend your postal choice if the order hasn't already been dispatched to you, please do note that most orders are dispatched on the day they are received. Safe Delivery We do everything possible to ensure that your parcel arrives to you on time and in good condition, although once it has been posted out it then becomes the responsibility of Royal Mail. We send out all items Business Post. Once they leave our premises it becomes Royal Mails responsibility to ensure it reaches you safely. Please note that we will flat pack the parcel if possible so that it gets through your letterbox. This may mean we undo the boxes of tablets to ensure they are as flat as possible. If the item is bulky and it doesn't go through the letter box if you are not in to accept it this may mean it goes to the sorting office for you to collect. * Lost or Damaged Parcels We send out all parcels Business Post, this means that we have proof it was received by Royal Mail, we cannot consider any parcel lost for at least 15 working days from the day of dispatch, this applies for all parcels including medication orders, except those that are sent Special Delivery. Please consider Special Delivery if you are having urgent medications sent as lost parcels will not be considered lost until the 15 days have passed see notes below Please note that any lost or damaged parcel must be reported to us within 30 days of the dispatch date for us to claim which will only be done after the 15 working days from dispatch have passed*. * Procedure for Lost Parcels: Although most 1st class parcels arrive next day please do allow 3-5 working days for your parcel to arrive. After at least 5 working days you need to first contact your local sorting office. On most occasions this is where the parcel is as it was too big to get through the letterbox. From dispatch (an email is sent to you to tell you the parcel is on its way) please do allow the 5 days before you contact the sorting office to give it chance to get to you first. Royal Mail will not consider a parcel lost until 15 working days has passed so please allow this time from the date of dispatch of order before contacting us as we can take NO action until 15 working days has passed. This means your parcel will not be re-sent or you will not be issued a refund until: the 15 working days have passed, you have informed us after this date, we have sent a letter to Royal Mail who contact you and then confirm to us we can claim for the parcel. In total this can take 20-25 days from the date your parcel was sent to you. IMPORTANT: We strongly recommend prescription drugs or medication needed urgently that you select Special Delivery to ensure it gets to you in time. Lost orders will not be dealt with until 15 working days have passed if Special Delivery has not been selected, this applies to any order if Special Delivery has not been selected. Once your parcel leaves our premises it becomes the responsibility of Royal Mail to get it to you safely. By placing an order with us we understand you accept the rules and regulations regarding the delivery of your parcel.