Delivery
We aim to provide a fast, reliable delivery service for every order. For this reason, we use Royal Mail Tracked 24 rather than a slower economy service. This means that most orders arrive the day after dispatch and include full tracking throughout their journey. We charge £4.29 towards the cost of this service, as many of our customers tell us they prefer a quicker, fully tracked delivery option.
All products are checked carefully and packaged securely before dispatch. If you change your mind or are unhappy with a non-prescription item, we offer refunds in line with our returns policy below. Please note that this does not apply to prescription-only medicines. Once they have left our RCVS-registered premises, they cannot legally be returned for resale, so they are non-returnable unless they are faulty or supplied in error.
We aim to deliver all UK orders within 1 to 2 working days, and many orders arrive the day after dispatch.
Northern Ireland
From 1 January 2026, due to changes to the rules governing the supply of veterinary medicines to Northern Ireland, we are unable to supply POM-V medicines to addresses in Northern Ireland. Please do not place orders for POM-V products for delivery to Northern Ireland, as these orders cannot be fulfilled.
Refrigerated medications
Refrigerated medications, including Librela and Cytopoint, must be sent by Royal Mail Special Delivery. We pack temperature-controlled items in insulated packaging with ice packs designed to keep the medication at 2 to 8°C for up to 48 hours.
Customers must be available to sign for these deliveries and place the medication in a refrigerator as soon as it arrives. Delivery will take place on the next working day after you receive your dispatched email. A signature is required and refrigerated items cannot be left unattended.
We cannot accept alternative delivery addresses for Special Delivery items, as they must be delivered to the address shown on the parcel. We charge £9.25 towards the cost of the specialist packaging and delivery service.
Refrigerated deliveries to the Scottish Highlands and Islands are available at no extra cost. However, due to the Northern Ireland rules above, we cannot supply POM-V refrigerated medicines to Northern Ireland.
Our international shipping rates are £9.99 for tracked European airmail and £11.99 for tracked delivery to the rest of the world.
Delivery times
Although the vast majority of orders arrive promptly, very occasionally deliveries may take up to 7 days due to circumstances outside our control. For this reason, especially for prescription-only medicines, we recommend placing your order 1 to 2 weeks before you expect to run out.
Returns
Non-prescription items
We offer a straightforward returns policy for non-prescription items. If you change your mind within 14 days of receiving your order, please contact us and we will refund 100% of the product value once the item has been returned to us.
To be eligible for a refund, the item must be unopened and in its original packaging. We cannot issue a refund for products that are returned without their original packaging.
If the return is due to our error, we will also refund the cost of returning the item to us. Otherwise, return postage is non-refundable unless the goods are faulty. This does not affect your statutory rights.
We strongly recommend returning items using Royal Mail Signed For or Special Delivery. Any goods being returned remain your responsibility until they arrive safely at our premises.
Prescription-only items
Unwanted prescription-only medicines should be disposed of in accordance with Environment Agency guidance. Alternatively, they can be returned to VetDispense for safe disposal at your own expense.
No refund can be given for unwanted prescription-only medicines, as they cannot legally be resold once they have left our registered premises.
Please also ensure that your delivery address is entered correctly during checkout. Orders that cannot be delivered because incorrect address details were provided will not be eligible for a refund.