Shipping policy

Delivery & Risk:

Standard UK shipping is charged at £2.99 and shipped by Royal Mail 48 within 2 working days of receipt.

Express UK orders (mainland UK) will be shipped by courier within 2 working days of receipt.  Courier orders are shipped on a 'next working day' basis where possible.  Express deliveries to Northern Ireland, Islands or Highlands may be subject to additional charges and may on occasion not be possible, in such cases we will contact you to discuss the options.  

Pet Food orders will be charged at £6.99 and shipped by courier (Mainland UK only). Food deliveries to Northern Ireland, Islands or Highlands may be subject to additional charges and may on occasion not be possible, in such cases we will contact you to discuss the options.

All orders will be processed and dispatched as soon as possible. We reserve the right to take whatever steps we consider appropriate to verify the authenticity and suitability of all orders for medical products, which include all SQP products (Frontline Plus, Dronspot, Drontal, Endogard & Advantage). We also reserve the right not to supply any product ordered if in our opinion it is not appropriate in any way. In such a case we will refund in full any payment made to us. We may or may not explain our reasons. We will endeavour to supply orders accurately, but the responsibility remains with the purchaser and user of all orders that the product provided is the same as that ordered. If items arrive damaged (or get lost on their way to you), we will at our sole discretion refund or replace them. All damages must be notified to us within 3 working days of receipt or we may be unable to refund/replace. We may ask you for photographs of any damage to be emailed to us and ask for your cooperation in this. Risk passes from us to you when the goods are delivered unless the courier is one not offered or named by us as an option, but chosen and arranged by you. In this case risk passes to you when the item is handed to the courier. If you ask for your package(s) to be left somewhere or provide any other delivery instructions then you negate the right to transit insurance and we will be unable to refund or resend items - we recommend not leaving delivery instructions wherever possible and requesting delivery to an alternative address (such as a work address).

When ordering and paying by phone or online, payment will be taken at the time of requesting the order (rather than waiting until the order is ready to be dispatched). All items are offered for sale subject to availability. We aim to dispatch all orders within 2 days of receiving payment. The majority of orders are in fact dispatched within 24 hours of being made, but we cannot undertake to do this on every occasion. Unless we have specifically agreed to supply on a particular day, or by a particular time, please allow up to 14 days for delivery. For undelivered Royal Mail parcels, we need to allow 10 working days from the date of dispatch before officially classing it as 'missing' and refunding or resending the order.

If delivery is likely to be subject to undue delay, we will contact you by email. You will have the option of a full refund in this case, or of waiting for availability (this might be due to a manufacturer or other reason beyond our control). Delivery to some addresses may carry a higher delivery charge for certain items. You will be informed of additional costs for shipping via email or phone – at which point you are still able to edit or cancel your order. Please ensure that you are happy with what you are ordering and of the costs. Pet Remedies has the option to cancel any order that cannot be fulfilled for any reason and will contact you accordingly. You will always be given a full and timely refund in such a case. We also reserve the right to swap the delivery method chosen for an equivalent service level delivery method at our discretion without notice. Other conditions do apply regarding deliveries. By agreeing to these terms and conditions, you are also agreeing to what is stated on our delivery information page.

Regular Deliveries:

Please note that the date you choose for the delivery is our aim but we cannot guarantee it will always be possible. For instance, if you choose the 1st of every month, we will not deliver on a weekend. There can also be other reasons beyond our control for delays, such as failure by the delivery firm. We will try to ensure that your regular deliveries work efficiently and reliably but cannot be held responsible for the consequences of any delay however it arises. If you are unhappy for any reason, you can cancel the service at any time.

The price charged for products and delivery (where applicable) of each instalment made through this service will be the current website price at the time we create the order on our system, just as if you were placing the order manually online. You will automatically benefit from any promotions (not requiring a voucher code). We aim to create the orders on our system 10 days in advance of the delivery date. We will email you at this point confirming we have created your next order and the total price which will be charged just before dispatch (usually 1-3 days before the due delivery date).

Payments for all regular delivery orders will be taken just before we start to prepare the order in our warehouse. If for any reason the payment fails, we will contact you for alternative payment details prior to dispatch.

 

International Orders:

All EU deliveries are charged at £8.99 and for the rest of the world a fixed fee of £40.

Small international orders are shipped using Royal Mail (UK postal service).  Larger orders will be shipped by couriers such as UPS and DHL.

Customers are responsible for any VAT, tariff, duty, taxes, handling fees, brokerage charges, customs clearance charges, etc. required by your country for importing consumer goods. There is no way for us to predict your country's customs position, so be prepared to pay full Tax on the fully declared value of your order as well as any customs fees applicable in your area.  Please keep your order confirmation emails as your customs office may require copies.  If you do not pay the required brokerage fees, VAT, tariff, duty, taxes, handling fees, customs clearance charges, etc - we cannot issue any refunds. Our shipping system is completely automated, and we cannot falsify customs forms. The customs forms will accurately describe the contents and cost of your order. We cannot mark orders as "gift", "sample", "educational" or lower the values.

The standard International Royal Mail service is ‘Non-Tracked’ and does not require a signature on receipt.  Should you wish to upgrade this service then this option will be available at checkout or by arrangement via email or phone. Once the parcel is handed over to Royal Mail it is out of our control.  On occasion, parcels may be held at customs for varying reasons which can cause delay.  Your local customs office may contact you for further information prior to release. 

Courier services come with full tracking. It is more expensive but can have expedited brokerage which means your package will clear local customs much quicker. 

It is very rare for courier shipments to be lost (although sometimes they will be returned if the destination address is wrong), and it is recommended as the most secure delivery method for international packages. Customs authorities always check orders sent in this way and you must pay whatever import duty etc is appropriate. If your items should have an import license or some other official permit, this will probably be flagged in customs when using a courier service. It will then be your responsibility to provide such documentation at your expense. This must be obtained from the authorities in the country of destination.