While we all adjust to a new normal, we here at Pet Prescription continue to ensure your packages are picked safely and sent in a timely manner.
The measures we introduced at the start of lockdown have been continuously refined. We’re maintaining thorough hand washing for all staff, and conduct a regular ‘clean down’ process where multiple contact points occur. Our aim is to meet and beat guideline safety standards in order to protect both our staff and our customers.
Staying COVID-19 Secure in 2021
We confirm we have complied with the government's guidance on managing the risk of COVID-19.
Five Steps to Safer Working Together
1) We have carried out a COVID-19 risk assessment and shared the results with the people who work here.
2) We have cleaning, handwashing and hygiene procedures in line with guidance
3) We have taken all reasonable steps to help people work from home
4) We have taken all reasonable steps to maintain a 2m distance in the workplace
5) Where people cannot be 2m apart, we have done everything practical to manage transmission risk
We are able to confirm that we have met the 5 steps set out by the UK Government to be COVID-19 Secure.
We have submitted risk assessments utilising our guidance document to enable a review of current and future ways of working. By completing this process, we have demonstrated that we are fully compliant with the UK Government guidance on managing the risk of COVID-19.
As always, our aim is to ensure that your pet's prescription meds and foods get to you as quickly as possible.
Our current dispatch times (which is the time between ordering and when we pop it in the post) are:
Light items - usually 1 - 2 days
Heavy items (pet food, cat litter etc) 2 - 3 days
Orders are dispatched Monday to Friday (excluding bank/public holidays). Orders placed late Friday or on weekends will be dispatched the following week. Prompt dispatch of prescription products is dependent on the supply of all necessary prescription documentation.
Royal Mail are currently experiencing delivery delays as a combination of COVID protocols, bad weather and vastly increased volumes. The result is a delay in delivery of about 4 working days on 1st Class services.
If you have received a dispatch email from us, then this means your parcel is on its way and has been handed to Royal Mail. However you may not receive tracking information until your parcel starts working through their system (sometimes 3 or 4 days), with a total potential delay of up to 7 days.
This is far from ideal, especially with the disruption of Christmas looming, so we would advise all customers to order as early as possible before Christmas in order to ensure delivery.
Please see the Royal Mail website here, for their latest Coronavirus and service updates.
Courier services are essentially back to normal. To take advantage of a Next Day service please ensure your order is placed before 12 Noon. You check DPD's Coronavirus bulletins here.
Pet Prescription are here to help.
We know that people’s day-to-day lives are disrupted right now because of Coronavirus, and we’re working hard to ensure we provide the best service to you during this period.
Our customer care phone lines have now returned to our regular 8:30 am until 5:30pm opening hours Monday to Friday (excluding public holidays).
Where possible our customer care team are now safely working from home and we’re still doing what we can to continue to provide the best service however you choose to get in touch. As a result, if we see a surge in calls, rather than put you on hold for an indefinite time, we’ll close to new calls and clear down the ones we’ve got. So, if you call during the day and you get our “lines are closed” message, this just means we’re really, really busy and we don’t want to keep you waiting any longer than necessary. Please call back a little later when everything should be a little quieter, or drop us an email to firstname.lastname@example.org.
Food and other necessary goods.
As a supplier involved in the sale and delivery of key goods, for example veterinary medicines, we are able to carry on making sure more pets get the medicines, supplements and foods they need. Pet Prescription has been privileged to play a role in helping thousands of pets be well and stay well through more than a decade. We will be doing exactly the same thing next week and the week after with your continued support.
We can, through our own actions try and support each other by being considerate about how this situation affects all of us. By keeping up to date with the latest news and advice we can keep moving in the right direction.
As well as supporting our staff, we will be sending frequent updates to our customers so please check back to the website regularly if you have any concerns.
We are working hard without taking any unnecessary risks to make sure we carry on giving you the best service we can offer.
Finally, I want to thank you for your co-operation, understanding and patience during these uncertain times. It is down to your continued support that our fantastic people are able to keep deliveries moving across the country.
Be safe, be kind. We will come through this.