Delivery & Returns
When ordering medication, be aware that upon receipt of a prescription, orders undergo a vet approval process to prevent prescription fraud. Processing may require up to 2 working days. Orders are dispatched only after a valid veterinary prescription has been received and verified.
Delivery
If you are ordering prescription medication, please note that upon receipt of a prescription, orders are subject to our vet approval process to prevent fraudulent use of prescriptions, after which they will be processed for dispatch. This can take up to 2 working days.
An order will not be dispatched until a valid veterinary prescription has been received and checked.
Please note free delivery is not available on temperature controlled items.
Delivery methods and costs:
UK MainlandStandard delivery to UK Mainland | 1-2 working days with Royal Mail Track48
Orders over £39 are free delivery (not applicable to temperature controlled products)
Orders under £39 are charged at £3.49
Temperature controlled Shipping £9.99, we only dispatch temperature-sensitive medicines Monday to Thursday after the prescription has been verified. We will send in a temperature-controlled chilled packing with Royal Mail Special Delivery pre-1pm service (someone must be in to receive)
Processing and Dispatching Your Order
We aim to process orders within 1-2 working days of receiving payment and a valid prescription where required. If we cannot do so within 3 working days we will contact you by email.
Delivery is by Royal Mail or DPD and delays can occur beyond our control.
Card payments are automatically processed at the time of the order. We do not part ship orders - if your order contains prescription items and non-prescription items, we will wait to receive the necessary prescriptions and/or for the products to come in to stock so that the whole order is dispatched as one.
You will be notified via email once your order has been dispatched.
Orders are dispatched Monday to Friday. (No orders are dispatched on bank holidays)
It is the customer’s responsibility to ensure that there is someone available to sign for their delivery, or that special delivery instructions have been left when placing the order.
If alternative delivery instructions are given, MyPetScript will not be liable for the cost of the replacement should it go missing or damaged, after being left as the customer has instructed.
Temperature controlled Orders
Temperature-controlled items will be sent with Royal Mail Special Delivery sent Monday to Thursday.
For temperature-controlled prescription medicines, the order cannot be dispatched until the prescription has been verified which can take 1-2 days.
If a delivery is missed we will not take responsibility for unusable medicine.
Lost Orders
We cannot consider an order lost until 7 days after dispatch. If you have not received your order within 7 days from the date of dispatch then please contact us and we can resolve the issue.
Returns
Unfortunately we are unable to offer a refund for medications, as these goods cannot be offered for resale. This regulatory law exists to ensure the safety of your pet, as the returned medications may have been subject to improper storage conditions or tampered with. However, we are happy to dispose of medication safely for you.
It should be noted that we cannot accept returns of any labelled products, including prescription medication, flea and worming products. If the customer has requested a cancellation but the orderhas already been dispatched then we will not be able to cancel and refund the order. This also applies if the customer has ordered the incorrect dosage.
Returns of any labelled products are only acceptable if it is due to an error in processing, or for an official recall by the manufacturer.
If an item is faulty we will send a pre-paid envelope for you to return the faulty item and upon inspection will issue either a full refund or a replacement.
If an item arrives damaged this will need to be reported to us within 7 days of receiving your order. We will request photos of the damage and without these we will be unable to issue a replacement or refund. If a picking error has occurred then we will need to be notified within 14 days so that we can rectify the problem. Any errors that are reported outside of the 14 days cannot be rectified. It is advisable, when ordering single tablets, to count the tablets upon receipt so that any shortfalls can be brought to our attention and rectified within the 14 days.
For all returns, we advise customers to send these by recorded post or retain proof of postage. If proof of postage is not obtained and we do not receive the item, no refund will be given.
Your statutory rights are not affected by our returns policy.
Return Address: C/O MyPetScript, Covetrus, College Mains Road, Dumfries, DG2 0UN
Customer Support Office hours: Monday - Friday (9:00am - 5:00pm)
(we are not open at weekends or on Bank Holidays)
Email: support@mypetscript.co.uk
If you have any questions or concerns, please email our dedicated support team.