Delivery Information

Following feedback from our customers, Fox Pharma has switched back to DPD for all UK mainland deliveries, replacing UPS.

We know how important a reliable and convenient delivery service is to your clinic. Your feedback has been clear, and we’ve listened.

All UK mainland orders will now be dispatched with DPD. Deliveries outside of the UK mainland will continue to be dispatched with DHL as normal.

UK Mainland Deliveries

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

Orders placed between 5:30pm Thursday and 5:30pm Friday will be dispatched using our DPD Next Day Saturday Delivery service.

Saturday delivery helps our pharmacy manage orders efficiently while ensuring that refrigerated products requiring temperature control reach customers within the appropriate timeframe.

If you would prefer your order to be processed on Monday for Tuesday delivery, please contact our Customer Service team.

Premium Delivery Options

Additional premium delivery options may be available at checkout for an additional fee and are subject to your location.

These may include:

  • Next Day by 10:30am
  • Next Day by 12pm

Available services will be displayed at checkout based on your delivery address.

Scotland, Cornwall & Wales

For some deliveries to Scotland, Cornwall and Wales, available delivery services and timings may vary due to local depot accessibility.

Premium delivery services may operate as Pre-11:30am or Pre-1pm in some areas.

The delivery options available for your location will be shown at checkout.

Deliveries Outside the UK Mainland

Deliveries outside of the UK mainland will continue to be dispatched using DHL as normal.

Please ensure your order is placed before the relevant courier cut-off time:

  • DPD: 5:30pm
  • DHL: 2:00pm

Europe & Overseas Deliveries

For European and overseas orders, please allow 3–5 working days for your products to arrive as standard.

Please be aware that any applicable customs charges, duties and taxes are the responsibility of the customer.

Receipt of Order

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

For DPD deliveries, we recommend downloading the DPD app to track and manage your delivery.

You can also use what3words to help provide a more precise delivery location:
https://what3words.com/business/logistics/dpd-how-to

Please be aware that changing your delivery address through the DPD app on the day your parcel is due to arrive may delay your delivery by up to 24 hours.

Over 98% of parcels dispatched using DPD and DHL arrive on time. However, there may occasionally be circumstances where our third-party couriers experience delays or are unable to complete a delivery.

Fox Group International cannot be held responsible for consequential loss or damages resulting from delays caused by third-party couriers.

Customers are responsible for ensuring someone is available to receive their order and, where applicable, for making arrangements with the courier regarding delivery.

Cold Chain Products

It is particularly important that someone is available to receive orders containing cold chain products.

If you are not going to be available to receive your DPD delivery, you may have the option to arrange delivery to a neighbour through the DPD app.

Please keep in mind that cold chain orders must be received within 48 hours of shipment from Fox Pharma to help maintain the integrity of the cold chain.

If you experience an issue with your delivery, please contact the courier directly in the first instance.

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

Returns Information

Due to the nature of the products we supply, we are unable to accept returns unless a product is deemed:

  • Faulty
  • Incorrect
  • Not fit for purpose

Once products have left our supply chain, we are unable to guarantee that they have been stored in accordance with the manufacturer’s recommendations. In the interest of patient safety, returned products cannot therefore be resold.

If you receive a product that is faulty, incorrect or not fit for purpose, please do not dispose of the product.

Contact our Customer Service team as soon as possible and they will advise you on the next steps.

If the product is disposed of before our team has been able to investigate the issue, Fox Group International may be unable to provide a refund or replacement.

Order Discrepancies

Any discrepancies with your order must be reported to our Customer Service team within 7 days of receiving your delivery.

Please retain:

  • All affected products
  • The original packaging
  • Your invoice

Please do not dispose of any products relating to the discrepancy, as we may be unable to investigate the issue or provide further support if the goods are no longer available.

If you have any questions about delivery, returns or an existing order, our Customer Service team is always happy to help.