Delivery Policy
Effective Date: June 2026 | Last Updated: June 2026
This policy applies to all orders placed on www.vetpharmacy.ae
1. Overview
At Vet Pharmacy, we are committed to delivering your veterinary medicines, supplements, and pet care products quickly, safely, and reliably across the UAE. This Delivery Policy outlines our shipping terms, timelines, charges, and related conditions. By placing an order on www.vetpharmacy.ae, you agree to the terms set out in this policy.
2. Delivery Coverage
We currently deliver across all Emirates of the UAE, including:
• Dubai
• Abu Dhabi
• Sharjah
• Ajman
• Ras Al Khaimah
• Fujairah
• Umm Al Quwain
At this time, we do not offer international shipping outside the UAE. If you require delivery to a location not listed, please contact our customer support team at cs@vetpharmacy.ae or call +971 5 6464 3993 to discuss available options.
3. Delivery Timeframes
Standard delivery across the UAE is completed within 2–3 business days from the date your order is confirmed and dispatched. Business days are Monday through Friday, excluding UAE public holidays.
|
Standard Delivery |
2–3 business days (UAE-wide) |
|
Order Cut-off Time |
Orders placed before 2:00 PM (GST) on a business day are processed the same day |
|
After Cut-off / Weekend |
Orders placed after 2:00 PM or on weekends are processed the next business day |
|
Prescription (Rx) Orders |
May require additional time for verification — see Section 7 |
Please note that delivery timeframes are estimates and may be affected by factors outside our control, including courier delays, extreme weather conditions, or high order volumes during peak periods.
4. Delivery Charges
We offer free delivery on all orders above 150 AED (including VAT). For orders below this threshold, a standard delivery fee applies as detailed below:
|
Order Value |
Delivery Charge |
|
150 AED or above |
FREE |
|
Below 150 AED |
Standard delivery fee applies (displayed at checkout) |
Delivery charges, where applicable, will be clearly displayed at checkout before you confirm your order. We reserve the right to update our delivery charges and free delivery threshold at any time; any changes will be reflected on the website.
5. Order Processing
Once your order is placed and payment is confirmed, our team will process and prepare your order for dispatch. You will receive an email confirmation with your order details. A dispatch notification will be sent once your order is on its way, along with tracking information where available.
Please ensure your delivery address is accurate and complete at the time of ordering. Vet Pharmacy is not responsible for delays or failed deliveries resulting from incorrect or incomplete address information provided by the customer.
6. Delivery Attempts & Failed Deliveries
Our courier partners will make up to two (2) delivery attempts at the provided address. If delivery is unsuccessful on both attempts (e.g. no one is available to receive the order and there is no safe location to leave it), the following will apply:
• You will be notified by SMS or email regarding the failed delivery.
• Our customer service team will contact you to arrange re-delivery.
• Re-delivery may be subject to an additional delivery charge.
• If we are unable to reach you within 5 business days of the second failed attempt, the order may be returned to our warehouse and a refund issued (excluding any delivery fees paid).
7. Prescription (Rx) Medicine Deliveries
Certain veterinary medicines on our platform are classified as Prescription Only (Rx) and can only be dispensed with a valid prescription from a licensed veterinarian. If you place an order for Rx medicines:
• You must provide a valid veterinary prescription before your order is dispatched. Instructions are available at www.vetpharmacy.ae/prescription-drugs.
• Prescription verification may add 1–2 business days to your delivery timeframe.
• Vet Pharmacy reserves the right to cancel any Rx order where a valid prescription cannot be verified.
• If required, veterinary consultation and prescription services are available through our partner clinic, M/s Medvet Veterinary Clinic LLC.
8. Temperature-Sensitive Products
Some veterinary medicines and supplements may require temperature-controlled handling. For such products:
• We use appropriate cold-chain packaging to maintain product integrity during transit.
• We recommend that you or an authorised person is available to receive temperature-sensitive orders promptly upon delivery.
• Vet Pharmacy cannot be held responsible for product degradation if the recipient is unavailable and the package is left in an unsuitable environment.
9. Damaged, Missing, or Incorrect Orders
We take great care in packing your orders. However, if you receive an order that is damaged, incomplete, or incorrect, please take the following steps:
• Contact our customer service team within 48 hours of receiving your order.
• Email cs@vetpharmacy.ae or call +971 5 6464 3993 with your order number and a description (and photos if applicable) of the issue.
• Our team will investigate and, where appropriate, arrange a replacement or refund in accordance with our Returns and Exchange Policy.
Please do not discard any packaging or products until our team has reviewed your claim.
10. Tracking Your Order
Where available, tracking information will be provided via email or SMS once your order has been dispatched. You can also check the status of your orders by logging into your account at www.vetpharmacy.ae and visiting the 'My Orders' section.
For any questions about your delivery status, please contact us at cs@vetpharmacy.ae or call +971 5 6464 3993.
11. Force Majeure
Vet Pharmacy shall not be liable for any delay or failure to deliver orders resulting from circumstances beyond our reasonable control, including but not limited to natural disasters, severe weather, acts of God, government restrictions, public health emergencies, courier strikes, or other unforeseen events. In such cases, we will communicate with affected customers and make every reasonable effort to fulfil outstanding orders as soon as possible.
12. Contact Us
If you have any questions or concerns regarding this Delivery Policy, please reach out to our customer service team:
|
|
cs@vetpharmacy.ae |
|
Phone / WhatsApp |
+971 5 6464 3993 |
|
Website |
www.vetpharmacy.ae |
|
Address |
DIP2, St. 44, Khorasan Warehouses 2, Dubai, UAE (PO Box 79565) |
|
Operating Company |
Eurogulf Animal & Birds Food Trading LLC | TRN: 100259798500003 |
Vet Pharmacy — Trusted Care, Delivered to Your Door.