Delivery & Returns
All orders placed before 4.30pm Monday to Thursday will be sent with Next Day by 12pm delivery with DPD, excluding on Sundays or Bank Holidays.
Orders placed between 4.30 pm Thursday and 4.30 pm Friday will be dispatched on our Next Day Saturday Delivery service only. This service will be the only option available at checkout. This is to ensure that our pharmacy can manage processing orders efficiently and account for any refrigerated items that require temperature control until received by the consignee. Our standard Next Day delivery service can be made via our Customer Service team to process on Monday for Tuesday delivery upon request.
Next Day by 10:30am is available as an upgrade for an additional fee.
Next Day by 10:30am or 12pm delivery is subject to location.
If you change the delivery address on the DPD app on the day the parcel is due to be delivered, we are unable to guarantee that your parcel will arrive that day.
Europe & Overseas Deliveries:
For Europe and overseas orders, please allow 3-5 working days for your products to arrive as standard.
Over 98% of parcels dispatched using DPD and DHL will arrive on time, but inevitably there are times when the third party couriers fail to deliver. Under such circumstances, Fox Group International cannot be held responsible for consequential loss or damages for delays in delivery.
Receipt of Orders:
Fox Group International will only dispatch orders to the consignee named on the order. Customers are responsible for checking and confirming the delivery address for every order placed to ensure the safe receipt of all products purchased via Fox Pharma, Fox Clinic Wholesale and REVOLAX.
The third party courier does not offer any in-flight options* and therefore the consignee or a recipient authorised by the consignee will need to be present to sign for the order. Fox Group International will not be held liable for any failed deliveries or delays in receiving your order via our third party courier and it is the customer’s responsibility to make arrangements with the courier for redelivery or collection from depot (if available).
* In-flight options include:
- Select an alternative delivery date
- Opt for delivery to a nominated neighbour
- Have the parcel left in a specified safe place
- Collect the parcel from your local DPD Pickup Shop
- Upgrade delivery to before 10:30am, before 12pm, afternoon or a Saturday or Sunday
We offer Product Protection on all parcels for an additional fee. The fee ranges from £3-£5 per order, depending on the total order value. This covers your order when in the hands of the courier. If you purchase Product Protection and your parcel is damaged, lost or delayed (meaning the cold chain is broken), Fox Group International will replace the goods as quickly as possible to avoid any further delays. If you choose not to take out Product Protection cover, the customer will need to open an investigation with DPD. This can be a lengthy process, sometimes taking several months, with no guarantee of the full amount being paid back to the customer, as DPD will only insure your parcel up to a value of £100. Fox Group International highly recommends that customers purchase the additional cover in order to provide peace of mind.
Items Requiring Refrigeration (Cold Chain):
For any failed delivery of orders containing cold chain items, a redelivery or collection from the third party local depot must be arranged whilst the items are still within the refrigeration temperature range so as not to break the cold chain, which is 72 hours from dispatch. Fox Group International will not be held liable for any cold chain orders that have been collected outside of this timescale and will not issue any refund or replacement of stock that is received outside of this window. Customers must consider this when placing an order in advance of a weekend or a Bank Holiday.
If you receive a faulty, incorrect or unfit for purpose product, please do not dispose of the product. If the product is disposed of, Fox Group International will not be able to refund or replace the product. Please contact our Customer Service team immediately and they can advise on next steps.
We are unable to accept returns unless they are deemed:
- Not fit for purpose
Once the products have left our supply chain, we are unable to assure that the products are of acceptable quality and have been stored as per manufacturer’s advice. In the interest of patient safety, returned products would not be able to be resold.