Delivery designed around your pet's needs

If your order hasn’t arrived yet, here are a few things to check:

• Tracking details – Use your tracking link for the latest delivery updates. This will always have the most up-to-date information.
• Safe places – Check around your property (porch, shed, garage, behind bins, etc.) in case the parcel has been left somewhere secure.
• Neighbours – Your parcel may have been left with a nearby neighbour.
• Delivery notifications – Look out for a card or message from the courier with details about re-delivery or collection.

Occasionally, deliveries may be delayed due to courier issues or local disruptions, and tracking updates may take a little time to refresh.

If you’ve checked all the above and still can’t locate your order, please contact us at customer.services@vetuk.co.uk and we’ll be happy to investigate.

Dispatch timeframes represent the time it takes from when you place your order to it being picked, packed and collected by our courier, this varies based on order type..

• Orders placed before noon (Mon–Fri) are dispatched the same day.
• Orders placed after noon, on weekends, or on bank holidays are dispatched the next working day.

Orders containing pharmacy items or medications:
These orders need some extra checks and we need time to process before they can be dispatched, typically an additional 1 working day:

• Pharmacy Products – licensed items assigned to a pet in your account must be reviewed by our team for suitability.
• Prescription Medicines - require a valid prescription and approval from our vet before dispatch.

Delivery timeframes begin once your order has been dispatched and depend on the service selected at checkout and when you placed the order.
You’ll receive a dispatch confirmation email once your order is on its way.

• Standard Delivery: 2–3 working days.
• Express Delivery: Next working day for orders placed before noon. Orders placed after noon will be dispatched the next working day for delivery the following working day.

Orders containing pharmacy items or medications:
In total, pharmacy items and prescription medicines typically take 3-4 working days to arrive with you.
When you place a pharmacy or medication order we require extra processing time for our vet to approve the prescription, process and dispatch the order, typically an additional 1 working day.

If there’s an issue with your prescription (for example, incorrect pet or address details), our team will contact you or your vet directly to resolve it as quickly as possible.

We deliver Monday to Friday, excluding bank holidays.

• Standard Delivery (2-3 working days): £2.99 or free on orders over £49.
• Express Delivery (next working day): £4.99

Yes, all orders are fully tracked, we’ll email you your tracking number once your order is dispatched and our couriers will keep you updated throughout your parcel’s journey.
Please note that your tracking link may take a few hours to activate after dispatch, but it will update once the courier has collected your parcel.

We use a range of trusted couriers including Royal Mail, FedEx and DPD, depending on the size and type of order to be delivered.

If you won't be home, you can:

• Update your delivery preferences via the tracking link
• Ask the courier to leave your parcel in a safe place.
• Request delivery to a neighbour.
• Reschedule your delivery (available with some couriers)

If you need help with your order after you’ve placed it please call customer services on 01845 591040 or email customer.services@vetuk.co.uk.

We’re sorry about that! Please contact our customer service team at customer.services@vetuk.co.uk or call 01845 591040, and we’ll resolve this as quickly as possible.

While we take great care to pack your order, occasionally damage can occur in transit.
Email us at customer.services@vetuk.co.uk with photos of the damage, your order number and details of the contents that are damaged so we can get the issue fixed for you as soon as possible.

You can return non-licensed products within 14 days, provided they are unopened, unused, and in their original packaging.

To request a return, send an email to customer.services@vetuk.co.uk within 14 days of receiving your order.
Please include your reason for return, details of the products and quantities and confirmation that the items are unopened and in original packaging.
Please wait for a Returns Acceptance Email before sending anything back to us.

Licensed medicines (POM-V, POM-VPS, NFA-VPS)
Due to regulations, we’re unable to accept returns of licensed medicines once they have been dispatched.

No - all orders are delivered directly to your address.

Yes, we do. Deliveries to these areas may take an additional working day, and any applicable surcharges will be shown at checkout.

We currently deliver to England, Scotland and Wales, including highlands and islands.

• Aerosols can only be delivered to mainland UK addresses
• We are unable to deliver to BFPO addresses
• Orders over 200kg will be delivered on a pallet and may not follow standard delivery times.

Please contact customer.services@vetuk.co.uk if you have any questions about large orders