We aim to dispatch all orders within 1 working day of receiving payment (and a prescription if required). If we cannot do so within 3 working days we will contact you by email. However, please note that delivery is by either Royal Mail, or DPD Courier and delays can occur beyond our control. Card payments are automatically processed at the time of the order.
Our delivery costs are as follows:
Order Contents
UK Delivery Charges for orders under £29
UK Delivery
for orders
over £29
Drugs and other light items (e.g. Harnesses, Leads, Toys, Treats, etc.)
Not including temperature controlled
items, such as Insulin, or Food.
£1.95 (Royal Mail First Class)
or
£1.20 extra (Recorded Delivery
Upgrade on First Class)
£4.50 (DPD Next Day)
or
£6.00 (Royal Mail
Special Delivery
Next Day)
FREE
DELIVERY (Royal Mail First Class)
Temperature controlled items (e.g. Insulin, Pancrex, some Injections)
Not including food containing orders.
£4.50 (DPD Next Day)
or
£6.00 (Royal Mail Special Delivery Next Day)
£4.50 (DPD Next Day)
or
£6.00 (Royal Mail Special Delivery Next Day)
Heavy items (This includes almost all foods, regardless
of quantity ordered or total weight)
Including orders containing
temperature controlled items & food.
See below for exceptions.
£3.95 (City Link Next Working Day Delivery)
(some exceptions apply, see below)
FREE
DELIVERY
(some exceptions apply, see below)
Prices quoted are for delivery to all parts of mainland UK except certain Scottish postcodes (where the price is higher for items sent by courier (e.g. Foods)). Delivery of food abroad (including Channel Islands, N. Ireland and other islands around the UK) is charged at a higher price and free delivery is not available.
We can ship heavy items to the UK and Ireland by DPD. Certain UK postcodes (such as those in the Scottish highlands) and deliveries to Ireland do cost us more and we pass this extra cost on to you. To get a quote for delivery to your address, please put the items you need into your basket and fill in your postcode at the bottom of the shopping basket page and click "calculate". This will give you an accurate quote and you do not need to have created an account to do this.
Please be aware that if you are due to have a package delivered by DPD, they will attempt just twice to deliver it. If you are not in on both of these occasions (and you have not made arrangements to have it left somewhere safe) then you will be required to pay a charge of £7.20 per extra delivery attempt. If the item cannot be delivered and so comes back to us then we will have to charge an additional fee. We do not profit out of either of these charges - we simply charge you what DPD will charge us.
Viovet Ltd reserves the right to refuse delivery to any address at our discretion, a full refund will be given. Also we can choose to charge extra for delivery to other addresses if we need to but you will be contacted first. All sales are subject to availability of the requested product(s) and Viovet Ltd being happy to arrange delivery to your address.
It is important to note that orders under £5 (excluding postage) have a low order fee of £1.20 added during the checkout process. The low order fee is added in addition to the postage fee. If you do not want to pay this fee, we recommend ordering an extra month's worth to increase the order amount. Does your pet need Wormers or Flea Treatments?
Packages which weigh less than 2kg (which includes almost all medicines) are sent out by Royal Mail, using the method you selected when checking out on the website. Packages with a total weight of more than 2kg are sent out by one of our courier services. (Though we reserve the right to use other delivery methods at our own discretion.) You can request heavy items such as diets to be left in a suitable place if no-one is in. This should be done in the "Order Comments" box when making your order or explained to the person on the phone if you ring us. For example, you can ask to "leave items in car port" or "leave in porch" if you wish. This will be at your own risk - if the package is lost or stolen after being left as instructed this will not be the responsibility of Viovet Ltd or the courier company. This service is only available on heavy items sent by a courier. Royal Mail are not officially able to offer this service, however if you do give us 'leave instructions' then we will make every effort to put them onto the package anyway.
Where it is not possible to make the delivery and a signed-for delivery service is selected, a card will be left stating what has happened and from where you can collect the item yourself. Royal Mail are not able to make repeated attempts to deliver your item - it will have to be collected from your local depot if you are not there to receive it. The courier companies can attempt another delivery, but you will have to arrange this with them once you have the card by calling the number on the card.
If a Royal Mail item is not delivered when you would expect it to be then please check with your local Post Office. If it has still not been delivered for 15 working days (3 weeks) from the date is was collected from us then we will resend the item provided that you have checked with you local Post Office/Sorting Office that it is not there. Most items not delivered are found at your local Post Office, even if a card was not left. If we re-send the item and you haven't checked you local Post Office and the original is later returned to us by Royal Mail, you will be charged the "resend" fee of £2.50. Similarly, if an item is returned to the sender by Royal Mail as it has not been collected, then there is a £2.50 charge to resend. Please note that if a Royal Mail Special Delivery package is late arriving, Viovet Ltd will not provide any compensation unless we are at fault. If the item is late as a result of Royal Mail's delays and you wish to look for compensation, you must contact Royal Mail directly to claim.
It should be noted that Royal Mail will not deliver on Sundays or Bank Holidays and City Link will not deliver on Saturdays, Sundays or Bank Holidays. Royal Mail Special Delivery is guaranteed to be delivered the day after we send it (not necessarily the day you order it) and on Mondays to Fridays only. Special Delivery items are often delivered on Saturdays, but this is not guaranteed as part of the service. Items needing to be sent by Special Delivery because they contain Temperature Controlled Items (such as insulin) will never be sent on a Friday - we will keep the package back until the Monday to send it. Unfortunately, if an item is delivered late, we still pay the same delivery charge so we are not able to refund any of the cost of delivery to you.
If you are ordering both prescription items and non-prescription items, we will wait until we have got the prescription before we send any of the order. The whole order will be sent together. If you wish to have items sent separately, you MUST place two separate orders (and so pay two delivery charges as we need to pay two delivery charges).
Items sent by Royal Mail will normally be delivered at the time of your usual post. Items sent by courier can be delivered at any time before 6.30pm. (It is possible to request delivery by a certain time before this, but it is much more expensive. Email for a quote if you require this service.) Delivery for medicines normally takes 1-3 working days. We do usually have all our listed medicines in stock and around 96% of orders are posted out the same day we receive a completed order (and prescription if required). However delivery can take longer than this and you should allow up to 10 working days if possible. Delivery for foods can take longer. Very often they are delivered next day, but the less popular diets may take 2 - 7 days to be delivered, occasionally longer. Again you should allow 10 days before you actually need them. The reason that we cannot keep all diets in stock is because we stock such a huge range and offer very low prices.
Please note: We cannot deliver diet orders abroad (including Ireland, N. Ireland, Channel Islands, etc.) without an extra charge. If in the UK, check the tables above for your postcode and the delivery charge.
Collections (Store Pickup)
We are now accepting collections. You can come along to Viovet Ltd and pick your order up. We do not charge you for this. Collection is by appointment only, so you must phone us (08000 84 26 08) to arrange a suitable time. If you do not do this, we cannot guarantee that your order will be ready for you.
For a rough idea of the times that collection should be possible within, see the table below:
Day
Times
Monday - Friday
9am - 7pm
Saturday
10am - 3pm
International Delivery
We can post items abroad, but there is an additional delivery charge. Postage for items under 1.5kg in weight is a flat rate of £10. Delivery generally takes 2 to 7 days, depending on destination. Occasionally it takes much longer due to delays beyond our control. Heavy items such as food can be sent but shipping charges maybe higher. These are calculated at the time the order is placed, according to weight and delivery address.
For most international deliveries within Europe you are protected against financial loss if items are lost in the post. Outside Europe this does not always apply, and Viovet Ltd cannot offer full insurance unless this is arranged individually beforehand, so if any items are lost in transit then this maybe your loss. Most countries impose restrictions on the items which can be imported. Delays and worse can occur at customs or elsewhere. It is your responsibility to ensure that there are no import restrictions affecting anything you wish to import into your country and that you are legally able to do this, as the importation is being done by you.
If you are sending a prescription from abroad, it must be signed by a vet qualified to work in that country. The prescription can be written on our template (here) if that is helpful. Certain drugs cannot be exported for legal reasons. (For legal reasons we cannot supply medication for use within the UK which has been prescribed by a foreign vet who is not qualified to work within the UK and is not a Member of the Royal College of Veterinary Surgeons.)
The address label applied to the package is automatically generated from the delivery address entered on the website at the time the order is made. Please take care to ensure that this is correct.
