Once your order has been packed and is ready to be shipped, we will send you an email. From there, Royal Mail and/or DPD will keep you informed of its progress.

On the day before your order is set to arrive, you will receive a notification specifying a delivery window. On the day of delivery, another message will be sent to let you know that your parcel is on its way.

When the delivery is complete, you will receive an email or text confirming this.

Depending on the size of your order, it may have been split into two packages; please check the packaging for any indication that it is 1/2 or 2/2; if this is the case, your parcels may not arrive at the same time - please wait to see if another parcel arrives.

Have you included prescription items in your order? If so, have you provided a valid prescription? We cannot process orders until we have received and verified a valid prescription. All prescription orders are subject to our Vet Approval process. This process could take up to 2 business days upon receipt of a prescription for medication. Once the approval process is complete, your order will be processed and dispatched.

Heavy food items sent by courier can take 3-5 working days to arrive.We would have sent you an email or called regarding this matter. If necessary, please contact us, and we will provide you with an update.

If your order consisted of only non-prescription items, it should have been dispatched promptly. Please check with your neighbours and the postman's standard "safe places" to see if your order is there. If your order was being delivered by a courier, please check your phone, as they would have sent you a text message with delivery details.

In any case, if you wish to check the status of your order, please call us at 07771 862093 or email us at info@whitburnanimalhealth.co.uk, and we will inform you of the progress.

Discount codes are applied on the "Shopping Cart" page. Look under the Summary box to find the text "ADD DISCOUNT CODE". Press on the right hand "+" symbol and it will expand to reveal a text box.

Type your discount code into the text box where it says “Enter discount code” and then press the "APPLY" button. The relevant discount will then be applied. You will see the discount listed in the Summary box above it. If there is a problem with the discount code then an error message will be shown at the top of the screen.

Yes. Just put the address you want an order sent to in Delivery Address form at the start of the checkout process. You can have any number of different delivery addresses. The only real restriction is that we can only send prescription orders to same country as the one in which the prescription was written. You can have it sent to any address in that country – it just has to be the same country.

Don’t fret. Click on the Sign In link at the top right of the site. This will cause the ‘Sign In” box to appear. Look below the Email box and above the Password box to find a Forgot Your Password link. Click this, fill in your email and we’ll start the password reset process.

Now we’ll send you an email with all the necessary details, but please note that some email systems can view such emails as ‘dodgy’ (with the words “drugs”, “password” and a link in them – we can see why) as a result password reset emails can get automatically filed. So if the email doesn’t turn up, check your Junk, Spam or Clutter folders.

And sorry to be a nag, but passwords are a vital component of data security, please make any password a strong one that mixes up capitals, lowercase, numbers and even special characters. And most certainly NOT one you’ve used elsewhere or Password1, which doesn’t count as secure.

Yes, but please be quick. Email us via info@whitburnanimalhealth.co.uk now! As we try to get orders on their way to you as soon as possible, there is a very limited window or opportunity before we hand it to the postman! If we can get to your order before it leave our hands we’ll happily help with a change of delivery address, change of product or change quantities – just be quick in letting us know.
The same applies if you need to cancel an order, as it makes life easier for everyone if we can avoid the returns process. So if you need to cancel, act immediately - we won’t mind!

Yes, you can return certain orders. However, there are restrictions on the return of prescription & refrigerated products. For full details of our returns process and policy, please see our Returns page.

Orders are typically dispatched Monday through Friday, excluding bank/public holidays. If an order is placed late on Friday or during the weekend, it will be dispatched the following week.

Please note that the timely dispatch of prescription products is dependent upon receiving all necessary prescription documentation.

Parcels sent through Royal Mail are tracked from Monday to Saturday, similarly to how regular letters are handled; DPD deliveries are available Monday to Friday, with Saturday deliveries available upon checkout.

We use DPD as our courier.

Parcels up to 2kg can be sent to the Highlands and Islands using Royal Mail 1st or 2nd Class Tracked services.
Royal Mail's 1st Class Tracked usually takes up to 3 working days.
Royal Mail's 2nd Class Tracked usually takes up to 5 working days.

With both of these options, you'll get tracking information via email.

For any parcels over 2kg weight, we are currently unable to dispatch to these areas. We apologise for the inconvenience.

We only post to Mainland UK at this time.

Any weight orders over £49 are FREE of charge.

Orders under £49 no weight limit are charged at £4.50.

Orders under £49 under 250g are charged at £2.99.

Due to restrictions imposed by Royal Mail, there is a limit of TWO aerosols per package. Orders containing THREE or more aerosol products, they will be sent to you in separate parcels. Please note that due to Royal Mail restrictions, we are only permitted to send aerosols to UK Mainland & Highland addresses.

We cannot send aerosols to Northern Ireland, UK Islands, or overseas addresses due to airmail restrictions.

Heavy/Large items (over 2kg) are sent by courier, while light/small items (including medicines & general treatments) are sent by Royal Mail 2nd Class Tracked, which can be upgraded to Royal Mail 1st Class Tracked for an extra charge.

Refrigerated and Controlled medicines must be sent by courier.

The delivery method is the primary determining factor for order arrival. We process orders, including prescriptions, from Monday to Friday. Postal services are not available on weekends.

According to the Royal Mail, the 1st Class Tracked post takes 1-3 days for delivery, usually 1-2 days, but can take up to 3 days as per their terms of service. The 2nd Class Tracked post takes 3-5 days for delivery, usually at the faster end, but can take up to 5 days.

For “light” courier items, orders placed before noon are delivered the next day. For instance, an order placed at 11:30 am on Monday is delivered on Tuesday, while an order placed at 2:30 pm on Monday is dispatched on Tuesday and delivered on Wednesday. For orders placed close to the weekend, there is an option for Saturday delivery service.

PLEASE NOTE: Heavy items such as food are excluded from the next-day delivery service and can take up to 3-5 working days to arrive

In rare cases where stock is unavailable, please contact us, and you will be given the option to cancel. In some cases, you may also receive an email regarding this issue.

Saturday and Sunday and public/bank holidays are non-working days.

If your medications are small enough to fit through your letterbox, then you do not need to be in to sign for your order. We will simply deliver through your letterbox.

If, for any reason, your package won’t fit through your letterbox or if you opt out of letterbox delivery and you’re not in when the delivery is made, you will receive an email regarding re-delivery or collection location. Please note - DPD will not attempt redelivery and will take your parcel to the nearest pick-up shop

If a signature is required, this should be signed by someone over the age of 18