Each product on our website has an estimated dispatch date**, such as ‘within 24 working hours’ or ‘one to five working days’.
Deliveries within the UK mainland are made by Royal Mail or by FedEx Courier.
To find the exact cost of shipping your item, and to see all options available, follow these steps:
1. Put the items you would like in your basket and click "View Basket".
2. On this page, scroll down and enter your postcode, then click "Calculate". This will bring up the available delivery options and their prices for you.
Temperature sensitive products such as Insulin and Pancrex; these must be sent by either FedEx Next Day or Royal Mail Special Delivery. This will 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.
*Certain post codes in Scotland, Northern Ireland, Isle of Man, Isle of Wight and the Channel Islands incur a slightly higher delivery charge.
**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.
Instructions for delivery drivers can be left in the "Delivery instructions" box at the checkout.
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 don’t have an ‘instructions’ service, but we will add your instructions to the parcel for the delivery person to follow. If they can’t leave it with a neighbour or in a safe place, 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 which go missing when left as instructed.
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.
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.
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.
You can find our opening times in the Contact Us section at the bottom of the website.
For any other queries, please email firstname.lastname@example.org.