Shipping & Returns
Our home delivery service will deliver your order to your chosen address (mainland UK only) by courier. If for some reason our courier is unable to do this, we will contact you.
For the safety of our customer and courier drivers we are offering contract free deliveries to home. To avoid any contact the courier will leave the parcel on your doorstep, step back 2 metres and wait for you to answer the door before taking a record of your name and a photo of the parcel in location.
The cost we charge for providing the home delivery service are noted below. They reflect the costs charged by our courier.
Home Delivery £3.95 including VAT or Free Delivery for orders £40 and over.
Please allow approximately 3-5 working days for delivery.
Missing an item from your order?
We may sometimes need to dispatch your order across multiple deliveries. If you believe an item is missing from your order, please allow up to 3 working days for this to arrive. If the item still hasn't arrived, please get in touch with our customer service team who will be happy to assist.
Please note that some of our products, including flea and worming treatments are sent direct from our Pharmacist. This means these items will be delivered separately to the rest of our order.
Returns and refunds
We hope you are satisfied with your purchases, but if there is a need to return an item we will try to make this as quick and easy as possible. Please visit this page for our contact details.
Any charity donation you’ve made while shopping with us is hugely appreciated and on behalf of all the pets that we treat, thank you.
For further information on returns or to request a refund or a return, please telephone or email us using the contact details on our Contact Us page.
We regret that we cannot, by law, accept the return of any pharmaceuticals (including all flea treatments and wormers) except to correct an error in dispatch or in response to an Official Recall.
If you do return a pharmaceutical item to us we will be happy to dispose of this for you, but unfortunately we cannot offer you a refund.
If we made a mistake (for example if we sent you the wrong product or the incorrect quantity) we will accept returns providing you have notified us within 14 working days of receiving your order.
We offer a range of licensed medication at the PDSA Pet Store and when purchasing these products require some more information about your pet. This is a legal requirement and applied to all pet supply retailers under the VMD. Please be accurate as possible with this information.
All licensed medication lines will be approved by a RAMA C-SQP staff member prior to dispatch:
- Alice Wharmby - QC37440
- Adam Thomas - QC37869
The majority of orders will be dispatched inline with our standard shipping terms. But please note due to the sensitive nature of these products, these may take slightly longer to get to you and may arrive separately.
If you have any queries relating to these products or their administration please telephone or email us using the contact details on our Contact Us page.
All other purchases
If for whatever reason you are not satisfied with any other item you have purchased from us, you may return it if you notify us within 14 working days of receiving it. The product must be returned in its original packaging, unopened and in a re-saleable condition. We will only accept returns for products that have been purchased through our online shop.
If an item arrives damaged, or if your return is a result of an error on our part, we will refund or resend the item upon receipt of the damaged or incorrect product within 30 days of the order.
Any return which does not meet these conditions will not be refunded or replaced. Your statutory rights are not affected by our returns policy.