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Delivery Information

UK Delivery

Each product on our website has an estimated dispatch date**, such as ‘within 24 working hours’ or ‘one to five 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 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.

Exceptions

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.

What if I’m not in?

Delivery Instructions

Instructions for delivery drivers can be left in the "Delivery instructions" box at the checkout.

FedEx Deliveries

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 Deliveries

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.

International Delivery

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.

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.

Prescriptions

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.

Warehouse Pick Up

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.

Other

You can find our opening times in the Contact Us section at the bottom of the website.

For any other queries, please email support@viovet.co.uk.