We aim to dispatch all orders within the estimated dispatch time stated on each individual product on the website, such as "Estimated dispatch within 24 working hours" and "Estimated dispatch 1-5 working days". If a delivery arrives late from our suppliers and we cannot fulfill our estimated dispatch time, we will contact you by email to let you know of the delay, but this is rare.
Deliveries within the UK mainland are made by Royal Mail or by DPD Courier.
Orders under £29: small, light orders (up to 60cm in length and up to 2kg in weight) can be sent by Royal Mail for £2.99 and large, heavy orders (over 60cm in length or over 2kg in weight) can be sent by DPD Express for £4.49.
Orders £29 and over: Royal Mail is free for small, light orders and DPD Express delivery is free for heavy orders.
Exceptions include temperature sensitive products such as Insulin and Pancrex, which must be sent by either DPD Express for £4.99 or Royal Mail Special Delivery for £12.00. This will ensure the fastest possible delivery of your order. The items will also be dispatched within special insulated packaging including an ice pack.
There are will be a few options to choose from for both Royal Mail and DPD Courier, when placing an order in the UK. If you would like an accurate quote, simply go to the website, put the items you would like in your basket and click "View Basket". On the basket page, scroll down and enter your postcode, then click "Calculate". This will bring up the available delivery options and their prices for you.
Certain postcodes in Scotland and some offshore addresses including Northern Ireland, Isle of Man, Isle of Wight, Channel Islands, do incur a slightly higher delivery charge with our courier and we have pass on the extra cost we are unable to cover. We apologise if you are affected by this.
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 unable to be in to sign for your parcel, DPD Courier allows us to pass on delivery or leave instructions for you so that the driver can more easily find your house, or so that the parcel may be left somewhere safe for you to collect. Many customers give simple instructions such as "If out please leave in porch" or "If out, leave with neighbour either side" for the drivers to follow. Royal Mail do not officially have such a service but we will add instructions to the parcel for them to follow if you enter them. If they are unable to leave it, you should check with your local Post Office or 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.
Please note that delivery time is from the date of dispatch, not from the date the order is placed. The estimated dispatch time on each product indicates how quickly we will be able to process your order for dispatch.
For parcels under 60cm in length and under 2kg in weight, Royal Mail Air Mail is charged at a flat rate of £10 per parcel. This service does not offer any tracking information but parcels are usually delivered within 7 days inside Europe, and within 14 days outside of Europe. Sometimes there are delays normally due to the postal system in the country to which it is going.
UPS Courier services are calculated for each order. There are two types of service, Standard Single (delivery within 2-5 working days) or Express Saver (delivery within 1-3 working days). For orders outside the EU, only the Express Saver is available. UPS parcels are fully tracked and progress is also monitored by a member of our staff. UPS is the most reliable and secure delivery service for international customers. All parcels are checked as they pass through customs, and you will be responsible for paying any import duty that is applicable. Your customs may require additional documents or permits for importing certain products, so we advise that you look into this before placing an order. If you are able to obtain extra documents in advance and send us a copy, we can include these in your parcel for you.
If you would like a quote, 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 POM-V or POM products, 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 script along with the invoices for customs clearance.
Royal Mail have recently tightened their regulations and are no longer accepting any parcels containing aerosols and other dangerous goods (e.g. flammable items). The orders must now be sent via a different method and for VioVet, will be by DPD. This change in rules will affect our competitors also. Unfortunately, it may mean that your order may not qualify for free delivery, please accept our apologies for this. Due to air freight restrictions, aerosols can never be sent abroad. We apologise for any inconvenience and appreciate your understanding.
Our customers are welcome to collect their orders from our VioVet premises - you just need to select "VioVet warehouse pickup" at checkout. When your order is ready, we will send you an email and you can come and collect it. If you have any queries about when your order will be ready or if you can come before you have received an email from us, you can give us a call or drop us an email and we will be happy to help.
You can find our opening times in the Contact Us section at the bottom of the website.
For any queries, please email email@example.com or call us on 0800 084 2608.
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