Delivery Information 

You asked, we listened. We have improved our delivery options to ensure that ordering with Fox is as convenient as possible for our customers. 

 

UPS 

We’re excited to announce that UPS is now available as a delivery option for all orders placed with Fox Pharma. 

This change has been introduced in response to customer feedback and as part of our ongoing commitment to provide more choice, flexibility, and value when it comes to receiving your orders. 

  

What’s New? 

When placing an order, you’ll now be able to choose from multiple courier options at checkout, including UPS alongside our existing delivery services. 

This means you can select the courier that best suits your location, delivery preferences, and budget. 

  

Why Choose UPS? 

We’re introducing UPS because it offers several key benefits for our customers: 

  • More flexibility and delivery choice 
  • Reduced pricing on premium delivery services, including pre-10:30am options 
  • Reliable UK and international delivery coverage 
  • Advanced tracking and delivery notifications 
  • Strong healthcare logistics capabilities through UPS Healthcare 
  • MHRA-compliant delivery services 
  • Improved service coverage for certain areas of Scotland, South Wales, and Ireland 
  • Later order cut-off times for eligible next-day delivery locations 

 

Improved Delivery Experience  

Many UPS deliveries are provided within a convenient estimated delivery window, helping customers better plan for their arrival. Most delivery areas receive an estimated 2-hour delivery window*, with a small number of hub locations operating on an estimated 4-hour delivery window*. 

To get the most from your UPS delivery, we recommend downloading the UPS My Choice® app. This allows you to: 

  • Receive delivery alerts and updates 
  • Track parcels in real time 
  • Manage delivery preferences 
  • Access delivery information from your mobile device 

 

Better Value on Free Delivery Orders 

Customers using our free delivery service will now benefit from an upgraded service level. 

Previously, free delivery orders were sent on an all-day delivery service. Going forward, these orders will be sent via UPS Pre-12, providing a faster and more convenient delivery experience at no additional cost. 

 

Important Information for Temperature-Controlled and High-Value Orders 

To maintain the integrity of temperature-sensitive medicines and comply with healthcare delivery requirements, orders valued over £1,000 and weight loss medications will be shipped using a dedicated UPS Healthcare one-attempt delivery service. 

Due to the nature of these products and the requirement to maintain the cold chain: 

  • The driver will make one delivery attempt. 
  • If delivery cannot be completed, the parcel will be returned to Fox Pharma. 
  • Customers will then need to contact our team to arrange redelivery. 

This process helps ensure medicines remain safe, compliant, and effective throughout transit. 

 

Expanded Next-Day Delivery Coverage 

UPS is now able to provide next-day delivery services to a wider range of postcodes across Scotland, South Wales, and Ireland, with order cut-off times extended until 4:00pm for eligible locations. 

We’ll be sharing further details on eligible postcodes separately. 

We’re always looking for ways to improve your experience, and we believe this latest enhancement will provide greater convenience, better service options, and improved value for our customers. 

If you have any questions, our team is always happy to help.  

*Estimated delivery windows are provided by UPS and may vary depending on local operational conditions and driver routes. Delivery windows are not guaranteed. Certain hub locations, including Leeds Central and London Central South, may operate using estimated 4-hour delivery windows. 

 

Receipt of Orders 

Customers are responsible for checking and confirming the delivery address for every order placed, to ensure the safe receipt of all products purchased via Fox Pharma. 

Fox Group International will not be held liable for any failed deliveries or delays in receiving your order via our third-party couriers and it is the customer’s responsibility to make arrangements with the courier for redelivery. 

For delivery we would recommend downloading the DPD app and utilising what 3 words to ensure a smoother process: https://what3words.com/business/logistics/dpd-how-to 

If you change the delivery address on the DPD app on the day the parcel is due to be delivered, this may delay your delivery by up to 24 hours. 

Over 98% of parcels dispatched using DPD and DHL will arrive on time, but inevitably there are times when the third-party couriers fail to deliver. Under such circumstances, Fox Group International cannot be held responsible for consequential loss or damages for delays in delivery. 

 

Cold Chain Products 

For all cold chain orders, customers will need to be available to take receipt of orders. If you’re not going to be available to take receipt of your delivery, you should have the option to deliver to a neighbour utilising the DPD app, please keep in mind that any cold-chain orders must be received within 48 hours of shipment from Fox to ensure the integrity of the cold chain. 

Fox can not be held responsible for any delays in delivery caused by it’s third party delivery agents, and should you experience an issue with delivery, you would first need to contact the courier directly. 

Please note: All orders must be signed for and cannot be left in a safe place. 

 

 

 

 

UK Deliveries 

All orders being delivered to mainland England placed before 5:30pm Monday to Thursday will be sent with our standard Next Day delivery service with DPD, excluding Sundays or Bank Holidays. 

Orders placed between 5:30pm Thursday and 5:30pm Friday will be dispatched on our Next Day Saturday Delivery service only. We only offer Saturday shipping options to ensure that our pharmacy can manage processing orders efficiently and account for any refrigerated items that require temperature control until received by the consignee. Our standard Next Day delivery service can be made via our Customer Service team to process on Monday for Tuesday delivery upon request. 

We have further delivery options available when checking out, for additional fees and subject to location. 

  • Next Day by 10:30 am or 12 pm premium services are available, subject to location 

Scotland, Cornwall & Wales 

For some Scotland, Cornwall & Wales orders, please note these areas may operate premium delivery services of Pre-11.30am and Pre-1pm due to depot accessibility. 

 

DHL Order 

Please note, orders must be received before the relevant cut-off time (5.30pm for DPD and 2pm for DHL) 

 

Europe & Overseas Deliveries: 

For Europe and Overseas orders, please allow 3-5 working days for your products to arrive as standard. 

As per recent guidelines, please be aware that all customs, duties and taxes are to be paid for by the customer. 

 

 

 

 

 

Returns Information 

If you receive a faulty, incorrect or unfit for purpose product, please do not dispose of the product. If the product is disposed of, Fox Group International will not be able to refund or replace the product. Please contact our Customer Service team immediately and they can advise on next steps. 

We are unable to accept returns unless they are deemed: 

  • Faulty 
  • Incorrect 
  • Not fit for purpose 

Once the products have left our supply chain, we are unable to assure that the products are of acceptable quality and have been stored as per manufacturer’s advice. In the interest of patient safety, returned products would not be able to be resold. 

 

Discrepancies  

Please note, any discrepancies with orders must be reported within 7 days of your order being received. All goods must be kept, as if anything is disposed of we will be unable to provide any support. Please also ensure you keep the original packaging and invoice.