FAQ

How do I buy Prescription medicines from you?

Can I send a faxed prescription or a photocopy?

Why can I not buy prescription medicines online?

What are your carriage costs?

How long will my order take to arrive, and how is it sent?

Do you send goods outside of the UK, and what are the shipping charges?

Is your site secure?

How do I return goods to you?

Why are homoeopathic products not shown on your site?

I like one of your products/articles can I like to link to it from my own website?

I am looking for a product that you do not have listed?

What is a point in your points system?

Battery Recycling and old electrical recycling

 

 

How do I buy Prescription medicines from you?

• You can look up the price of prescription medicines by clicking on the tab labelled Prescriptions on the top menu, they are sorted by alphabetical order.
• Ask your vet for a prescription. They have to write one if they were going to supply the medicine themselves.
• Phone us up and we will take an order and payment by phone and give you an order reference number to write on the prescription.
• The pharmacist will prepare your order.
• Send the prescription to the address below, Choose your delivery method. Either Royal Mail Special Delivery which operates a next working day service, requiring a signature for a cost of £6.13 (Our recommended option). Or First class post which is free and is usually next working day but may take longer days .

Hyperdrug Pharmaceuticals Ltd, Middleton In Teesdale, Barnard Castle, County Durham, DL12 0NG top

 

 

Can I send a faxed prescription or a photocopy?

No a prescription is a legal document which must be written according to UK regulations and signed and dated by a vet with UK registration. Photocopies or electronic copies are not valid. top

 

 

Why can I not buy prescription medicines online?

We are a specialist pharmacy and can offer great advice, this is best over the phone, give us a ring and we will make it simple for you. top

 

 

What are your carriage costs?

Orders over £50.00 have free standard shipping within mainland uk only and are sent via a 48hr service. If you require the goods more quickly please chose one of our paid for services.

Add an item to your basket then in the basket page click on "estimate shipping charges" for your postcode to calculate shipping charges for an order.

Orders under £50.00 and under 250g the carriage charge is £3.50 for first class post, for orders over 250g and under £50.00 the carriage charge is £5.05 for First Class/Parcelforce, Royal Mail Special delivery starts at £6.50. We recommend Royal Mail Special Delivery for orders of high importance.

Please note that the names of shipping methods are descriptive but do not form a contarct on the service that your may receive and we may change or upgrade you shipping method in exceptional circumstances.

 

You may choose from two delivery methods for Prescription only medicines. We recommend Royal Mail Special Delivery for lighter items or Parcelforce 24 hour for heavier items, costing £6.50 per dispensing. These are a next working day delivery requiring a signature. Also available is First Class post which is free, usually arrives next working day but may take longer. Different prescription medicines going together? it's still only one postage charge for the whole order. A carriage refund may be available if a next day delivery does not arrive the next day top

 

 

How long will my order take to arrive, and how is it sent?

Order handling and delivery. Goods are sent by Royal Mail first class, recorded or guaranteed delivery or by a carrier depending upon weight and value. If you prefer to make alternative arrangements for delivery please discuss these with us. Express delivery applies from the date of dispatch which is dependent on stock levels. Certain products (usually marked "H" in our catalogues) need special handling and incur extra charges as do some delivery addresses in the highlands and islands. Over 95% of orders are despatched on the same day as orders are received with the majority of these delivered on the next working day but delays are inevitable at weekends and public holidays. Please check your second confirmation email for out of stock items/back ordered items, we can carry up to 15,000 stock items, it is inevitable that occasionally due to manufacturing delays etc some products may be out of stock. If you have any special delivery requirements please contact us to discuss this. We cannot send goods to PO Box addresses. All aerosols are sent 2nd class post. top

 

 

Do you send goods outside of the UK, and what are the shipping charges?

Yes goods may be sent outside of the UK, the checkout should calculate any charges for shipping for these orders, if it does not we need to get a price for your location, continue with the order and we will contact you by email, with a quote for shipping, and you can then decide whether to proceed with the order. top

 

 

Is your site secure?

Yes all data is protected against unauthorised access by the most sophisticated systems available. Our has a secure key, you can verify this by clicking on the godaddy logo We are also registered with the Data Protection Agency and Royal Pharmaceutical Society and follow all relevant directives and codes of practice. top

 

 

Will you pass on my address or email to anyone else?

No, we will not pass on your details to anyone else, unlike some of our competitors, any information you provide is used to process orders, despatch goods and obtain payment. In the case of medicines it enables our pharmacists to monitor any treatments purchased or dispensed for possible interactions , side effects or unusual doses. We do not sell or share customer data with other companies. top

 

 

How do I return goods to you?

We want you to be completely satisfied with any purchase. If not any item with the exception of medicines and products specially obtained or manufactured can be returned to us within 14 days of receipt for exchange or refund if unsoiled and unused and sent adequately packed and carriage paid. Please give us a ring for a returns number.
Due to legal requirements medicines may not be returned except to correct an error in despatch or in response to an "official recall". If an item is believed to be faulty it should be returned for inspection and it may be necessary to forward it to the manufacturers for testing before replacements or refunds can be authorised. This does not infringe legal rights. Please contact our customer services for a "Returns Number" which must appear on the outside of the package or it will not be accepted. We advise customers to use an insured method of shipping and to retain proof of despatch. top

 

 

Why are homoeopathic products not shown on your site?

Our pharmacist made a decision that these are best sold with advice, please give us a ring or email if you wish to add these to an order placed online.

 

 

I like one of your products/articles can I like to link to it from my own website?

Yes, just email us at sales@hyperdrug.co.uk with the address of your site, we will view the site and normally give approval within 24hrs. top

 

 

I am looking for a product that you do not have listed?

Email us at sales@hyperdrug.co.uk or give us a ring the number is at the top of the page, we will be glad to help if we can. top

 

What is a point in your Hyperdrug Points System ?

1 point = £00.01 pence top

 

Battery Recycling and old electrical recycling

Recycle your old electricals with us!
We’re pleased to offer our customers free recycling on all household electrical items.
Unwanted electrical equipment is the UKs fastest growing type of waste, and sending it to landfill causes lead and other toxins can leak out and cause soil and water contamination, harming wildlife and human health.
Fortunately, many electrical items can now be repaired or recycled. That’s why we’re offering free recycling on a like‐for‐like basis – so when you buy a new item from us, we will make sure your old model is taken care of if the item was purchased by distance selling you the customer are responsible for the return postage costs
If you’re not sure whether your electrical item can be recycled, have a look for the crossed‐out wheelie bin symbol on the packaging, or on the item itself. If the symbol appears on the replacement item, this is also an indication that the old model should be recycled.
The Directive The Waste Electrical or Electronic Equipment (WEEE) Directive requires countries to maximise separate collection and environmentally friendly processing of waste electricals. In the UK, that means retailers like us must offer all customers buying new equipment free take‐back for their old electricals.

Under the Waste Battery Regulations, Hyperdrug offer a take back scheme for all portable waste batteries.
They can be returned in person to our premises during business hours (do not post).
Alternatively find your local waste portable battery recycling facility at www.recyclenow.com