Cold Delivery

Important information for refrigerated and temperature-sensitive pet prescription medicines.

Some pet prescription medicines must be kept cold during storage and transport. At Pet Med Direct, we take extra care when dispatching cold-chain items, but customers must also make sure someone is available to receive the parcel and refrigerate it promptly on arrival.

✓ Insulated cold packaging ✓ Prescription checked before dispatch ✓ UK delivery including Northern Ireland ✓ Refrigerate immediately on arrival

Safe Delivery for Temperature-Sensitive Pet Medicines

Some pet prescription medicines must be kept cold during storage and transport. These are often referred to as cold-chain, refrigerated, or temperature-sensitive medicines.

At Pet Med Direct, we take extra care when dispatching these items. Cold prescription medicines are packed differently from standard parcels and must be handled quickly when they arrive to help protect the medicine and ensure it remains suitable for use.

This page explains how cold delivery works, what we do before dispatch, and what customers must do when the parcel arrives.

Why Some Pet Medicines Need Cold Delivery

Certain veterinary medicines are sensitive to heat and extreme cold. These products may need to be kept within a controlled temperature range, usually between +2°C and +8°C, depending on the manufacturer’s instructions. If a cold-chain medicine becomes too warm, freezes, or is left unattended after delivery, it may no longer be suitable for use.

Special Insulated Packaging

Purpose-built packaging to maintain temperature during transit.

Ice Packs or Cold Packs

Cool packs included to help keep the medicine within the required temperature range.

Faster Delivery Service

We use an expedited service to reduce time in transit.

Careful Dispatch Timing

Items are dispatched at a carefully chosen time to minimise risk.

Someone Available to Receive

Someone must be present at the delivery address to accept the parcel.

Immediate Refrigeration on Arrival

The medicine must be placed in a fridge as soon as it arrives.

Cold delivery costs more than standard postage because of the specialist packaging, handling, and faster delivery service required.

How We Pack Cold Prescription Medicines

Cold prescription items are stored correctly before dispatch and are packed carefully when your order is ready to leave us.

For cold items, we use insulated packaging and ice packs designed to help maintain the required temperature during transit.

Where possible, cold items are packed as late as possible before collection so that they remain refrigerated until the final stage before dispatch.

Our aim is to keep temperature-sensitive medicines protected during their journey to you or, where required, to your veterinary practice.

Cold Delivery Service Used

Cold and temperature-sensitive items are normally sent using Royal Mail Special Delivery.

This is usually a next-day delivery service before 2pm, but delivery times are still estimates and can be affected by courier delays, weather, strikes, public holidays, local disruption, or other events outside our control.

For this reason, Pet Med Direct cannot guarantee delivery on a specific requested day.

We will always do our best to dispatch correctly and provide tracking once the parcel has left us.

Important: Delivery Times Are Estimates Only

Please do not order a cold item for a day when nobody will be available to receive it. Courier delays can occur and are outside our control.

Dispatch Days for Cold Items

To reduce the risk of cold-chain parcels being delayed over a weekend, cold prescription items are normally dispatched Monday to Wednesday only.

Orders placed later in the week may be held until the following Monday so they do not sit in a delivery network over the weekend.

This is standard practice for temperature-sensitive veterinary medicines and helps protect the safety and quality of the product.

Cold item dispatch is also subject to:

Stock availability
Prescription approval
Vet practice details where required
Payment being completed
The order being suitable for dispatch

Prescription medicines cannot be dispatched until a valid UK veterinary prescription has been received and checked.

Prescription Checks Must Be Completed First

If your order contains a Prescription Only Medicine, we must check the prescription before dispatch.

Cold delivery timing starts only once the prescription has been accepted and the order is ready to be sent.

To avoid delays, please upload your prescription as soon as you place your order and make sure all required details are clear. Your prescription must include:

Pet owner name
Pet name
Medicine name
Strength
Quantity
Dosage instructions
Prescribing vet details
Vet practice details
Date issued
Vet signature
Prescription expiry or repeat details, if applicable

If any information is missing or unclear, dispatch may be delayed while we contact you for clarification.

Someone Must Be Available to Receive the Parcel

Cold-chain medicines must not be left outside, in a porch, with a neighbour for long periods, or in a safe place where they may become too warm or too cold.

You must make sure someone is available at the delivery address to receive the parcel.

Once delivered, the medicine should be opened promptly and placed in a fridge as soon as possible, unless the product instructions say otherwise.

We Cannot Take Responsibility for a Cold Item If:

Nobody is available to receive it
The parcel is not collected promptly
The parcel is left unattended after delivery
The item is not refrigerated quickly after arrival
The delivery address provided is incorrect or incomplete
The customer requests delivery for a day they are not available

Please only place an order for a cold item when you know you or the receiving address can accept delivery.

What to Do When Your Cold Item Arrives

Step 1: Receive the Parcel in Person

Make sure someone is available at the delivery address.

Step 2: Open the Parcel Promptly

Do not leave the parcel unopened or unattended.

Step 3: Check the Medicine

Check the order and packaging as soon as possible.

Step 4: Refrigerate Immediately

Place the medicine in a fridge straight away unless the product instructions say otherwise.

Injectable Medicines and Vet Practice Delivery

Some injectable veterinary medicines must be delivered directly to a registered veterinary practice for administration.

Where this applies, we cannot send the product to a residential address.

If your order requires vet practice delivery, we will need:

If valid veterinary practice delivery details are not provided, the order may be cancelled. A £5 administration fee may be deducted from the refund to cover processing, cancellation, and repayment costs.

This requirement is in place for safety, legal, and professional reasons.

Delivery to Northern Ireland and the UK

Pet Med Direct delivers within the United Kingdom, including Northern Ireland.

We do not dispatch veterinary medicines outside the UK.

Some remote areas may take longer to deliver. For cold items, we may contact you before dispatch if we believe there is a higher risk of delay.

What Happens if There Is a Courier Delay?

We pack cold items carefully to help protect them during normal delivery transit.

However, once a parcel is with the courier, delays can sometimes occur. If your parcel is delayed, please contact us as soon as possible so we can help track it.

Delivery times are estimates only and are not guaranteed by Pet Med Direct.

If a delay occurs, we will review the tracking, the delivery timeline, and the nature of the product before advising on the next step.

Can Cold Medicines Be Returned?

Cold-chain and temperature-sensitive medicines usually cannot be returned once dispensed.

This is because we cannot verify how the product has been stored after it has left our controlled storage and delivery process.

For safety reasons, we cannot resell returned cold-chain medicines.

If there is a problem with your order, please contact us immediately with your order number, tracking details, and photos of the parcel if relevant.

Customer Responsibilities for Cold Items

When ordering a cold prescription medicine, the customer is responsible for making sure:

A valid UK veterinary prescription is supplied
All order details are correct
The delivery address is complete and accurate
Someone is available to receive the parcel
The parcel is opened promptly on arrival
The medicine is refrigerated immediately after delivery
Vet practice details are supplied where required
The medicine is used only as directed by the prescribing vet

This helps protect your pet and ensures the medicine is handled safely from dispatch to use. See our Terms & Conditions and Postage & Delivery information for full details.

Before Ordering a Cold Prescription Item

Please check the following before placing your order:

Do you have a valid UK veterinary prescription?
Are you available to receive delivery?
Is someone at the delivery address during the day?
Can the medicine be placed in a fridge immediately on arrival?
If it is injectable, have you provided your vet practice delivery details?
Have you allowed enough time for prescription checks and dispatch?

If you are unsure whether a product requires cold delivery, please contact us before ordering.

Frequently Asked Questions

Can I choose a specific delivery day?

You can contact us with a preferred delivery day, but we cannot guarantee delivery on a specific date. Cold items are dispatched carefully, but courier delays can still happen.

Why are cold items not usually posted after Wednesday?

Cold items are normally dispatched Monday to Wednesday to reduce the risk of the parcel being delayed over a weekend. This helps protect the medicine during transit.

Why does cold delivery cost more?

Cold delivery uses special insulated packaging, ice packs, additional handling, and a faster delivery service. This costs more than standard postage.

Can my cold medicine be left in a safe place?

No. Cold prescription medicines should not be left unattended. Someone should be available to receive the parcel and place the medicine in a fridge as soon as possible.

What should I do when the parcel arrives?

Open the parcel promptly, check the medicine, and place it in a fridge immediately unless the product instructions say otherwise.

Can you send injectable medicines to my home?

Some injectable medicines must be sent directly to your veterinary practice for administration. If this applies, we cannot send the product to a residential address.

What happens if I am away or unavailable?

Please do not order a cold item for delivery when you are away or unavailable. We cannot take responsibility if the parcel cannot be received or stored correctly after delivery.

Can I return a cold-chain medicine?

Cold-chain and temperature-sensitive medicines usually cannot be returned once dispensed because we cannot verify storage conditions after delivery.

Need Help Before Ordering a Cold Item?

If you are ordering a cold item and are unsure about delivery, please contact us before placing your order. We can advise whether the product needs cold delivery, whether vet practice delivery is required, and when dispatch is likely to be possible.