Shipping & Returns
Home Delivery
We offer a reliable home delivery service to your chosen address within mainland UK. Orders are delivered by courier. If there are any issues preventing successful delivery, we will contact you promptly.
Delivery Times:
- Orders placed before 12pm (Monday-Friday) will be dispatched the same day
- Orders placed after 12pm (Monday - Friday) will be dispatched the next working day
- Orders placed over the weekend will be dispatched the following Monday (excluding Bank Holidays)
Shipping Cost
Standard Delivery: £3.99 (including VAT)
Free Delivery: Available for orders of £55 or more
I've Only Received Part of My Order?
If your order is large, it might be split into multiple packages. Check your order tracking details, as parcels may arrive at different times. Please allow time for any additional packages to arrive.
Certain products, such as NFA-VPS flea and worming treatments, are dispatched directly from an SQP (Suitably Qualified Person). These items will be delivered separately from the rest of your order.
If you have any concerns, please get in touch with our customer service team who will be happy to assist you.
What Should I Do If My Order Has Not Arrived?
Once your order is dispatched, you will receive a confirmation email with tracking details. Please check the tracking information to confirm the delivery status.
If the tracking shows the item as delivered, we recommend checking with your neighbour or common ‘safe places’ used by couriers, such as porches or garages, in case the parcel was left there.
If you are still unable to locate your order, or need further assistance, please Contact Us and we’ll be happy to provide an update.
Refunds and Returns
We understand that sometimes you might change your mind or no longer need an item. We aim to make the returns process as simple and efficient as possible.
We accept returns for unwanted items within 25 days of purchase, provided they are unused and in their original packaging. All items will be inspected upon return, and refunds will be issued if all conditions are met. Refunds will be processed using the same payment method as the original purchase. This policy does not affect your statutory rights.
How to Return an Item
-
Contact Us
Email us using our Contact Us page to begin the returns process. Please include your order number and contact details to help our team assist you.
Please do not return a parcel without getting in touch with a member of our team.
-
Receive a Returns Form
Our team will send you a returns form. Be sure to print and include this form with your return. Without it, we cannot process your refund.
-
Prepare Your Items
Ensure all your items are unopened, unused, and in their original packaging before sending them back.
-
Processing Your Refund
Once we receive and inspect your returned items, we will process your refund (excluding postage costs). Refunds should appear in your account within 10 days.
Important Information
We cannot cover returns postage costs unless the item is faulty or you received the wrong product. Items they have been opened or used are not eligible for a return.
If you have any questions about your order or need assistance with a return, feel free to Contact Us.
Returning Pharmaceuticals
As a registered Internet Retailer of Veterinary Medicines (2044630) with the Veterinary Medicines Directorate, PDSA Pet Store is legally unable to accept returns on pharmaceuticals, except in cases of dispatch errors or an Official Recall.
If you choose to return a pharmaceutical product, we can safely dispose of it for you; however, we regret that we cannot issue a refund in these circumstances.
If we have made an error with your order (e.g. you received the wrong item), please notify us promptly upon receiving your delivery. We will gladly accept the return and resolve this issue as quickly as possible.
Licensed Medication
At the PDSA Pet Store, we offer a range of licensed medications. When purchasing these products, our team of Suitable Qualified Persons (SQPs) requires additional information about you and your pet. This is a legal requirement for all Internet Retailers of Veterinary Medicines. Please ensure the information you provider is accurate and up to date when placing your order.
All licensed medications are reviewed and approved by a qualified RAMA C-SQP before dispatch:
- Alice Wharmby (QC37440)
- Adam Thomas (QC37869)
While we aim to dispatch orders promptly, the legal process associated with these products may result in slightly longer shipping times. Additionally, licensed medications will be delivered separately from other items in your order.
If you have any questions about these products or their administration, please do not hesitate to reach out to a member of team through our Contact Us page.