Hills Canine I/D Sensitive Food

When will my order be dispatched?

Vetpharmacy.co.uk aims to dispatch all orders received by 3pm on a normal working day on the same day or next day, unless otherwise stated in the product description and dependent on subsequent approval by the Pharmacist.

Orders placed after 3pm on a Friday will be processed the following Monday (excluding Bank Holidays). The Pharmacist reserves the right to hold an order until further consultation - to allow us to approve and dispatch your order promptly, please ensure that you leave a correct day time telephone number when placing your order.

If your order cannot be dispatched within 2 working days we will contact you accordingly and to arrange a partial dispatch of your order if appropriate.

Once your order has been dispatched, we will email you to confirm the delivery method used and your tracking number if appropriate. Please note that any tracking numbers will not become active until the evening of the day the email was sent, once your parcel has been collected from our warehouse.

How are my items packaged?

Vetpharmacy.co.uk uses high quality packaging to ensure that your goods reach you in perfect condition. All orders are packed in discreet boxes and jiffy bags to protect your privacy.

How will my order be shipped and how much will it cost?

UK Shipping

Please note that parcels weighing over 2kg may be sent via courier due to Royal Mail weight restrictions.

We are delighted to offer free standard delivery on orders over £50 to our mainland UK customers.

*Heavy items at the cost stated above is available for the mainland only. Due to courier costs, delivery for heavy items to parts of Scotland including the Highlands & Islands is charged at £15.99 and Northern Ireland at £11.99 and may take up to 48 hours.

International Shipping

Due to a Cyber Incident there is a backlog with sending parcels internationally via Royal Mail. Anything that has already been dispatched is severely delayed and we are currently unable to dispatch any more orders. This is being resolved by Royal Mail and we hope to be able to send any outstanding parcels in the next few days. Any orders placed will be picked and packed and will be dispatched as soon as we are able to do so. For more information please visit: https://personal.help.royalmail.com/app/answers/detail/a_id/5317/~/international-incident-bulletin

Vetpharmacy.co.uk gracefully extends its services outside of the United Kingdom. The table below outlines our standard delivery charges for parcels up to 2kg. All orders are sent via Royal Mail Tracked or Royal Mail Signed where available.

Unfortunately we are no longer able to send to France, Germany, Slovakia or Sweden due to customs regulations. Any orders placed with a delivery address in these countries will automatically be refunded.

Orders that are heavy or bulky will incur additional delivery charges. If your order is subject to additional charges, we will contact you within 2 working days of you placing the order with the cost and details of how to pay this charge. If you think your order may be subject to additional charges, you can contact us to find out exact charges for your order. Please email us with the order you are intending to place and we will reply with an exact quote.

Please note that due to the industry and laws we abide by,Vetpharmacy.co.uk reserves the right to refuse the sale of any product dependent on customs regulations of the delivery address. Please note that we send goods as Delivery Duty Unpaid, so you may incur further taxes & duties on entry.

Unfortunately, our free delivery on orders over £39.95 offer does not extend to customers outside of the UK due to higher postage costs.

What should I do if I have not received my parcel?

Vetpharmacy.co.uk aims to offer 100% customer satisfaction, so please contact us if you have concerns regarding your delivery. We would be grateful if you could check with your local delivery office to see if they are holding a parcel for you before contacting us.

In the event of adverse weather, please be advised that deliveries may be affected and we cannot guarantee delivery times. Please be assured that our couriers will work as hard as they can to deliver parcels as normal, and will get your parcel to you as soon as they are able. Please be aware that in some instances your parcel may be delayed due to adverse weather on the route from our warehouse, even if your local area itself is not affected.

Standard Delivery: Your local postman should leave a card to rearrange delivery if you are not in when delivery is attempted, however sometimes this is not the case. If you have not received your order within 3 working days from dispatch, please check with your local delivery office to see if they are holding a parcel. If you still have not received your parcel after 15 working days, please contact us and advise whether you would prefer your order to be re-dispatched or refunded.

International Delivery: If you have not received your order within 15 working days from dispatch, please check with your local delivery office to see if they are holding a parcel for you. If you still have not received your parcel after 30 working days, please contact us and advise whether you would prefer your order to be re-dispatched or refunded.

We regret that we cannot redispatch/refund sooner than the timescales listed above as these are the terms set out by the couriers.

Failed Deliveries

Any items which have been returned back toVetpharmacy.co.uk due to them not being accepted at the point of delivery or failure to be picked up from your local sorting office will incur additional delivery charges or may automatically be refunded. We will contact you accordingly.