Delivery Policy
Last updated: August 2026
Pro-Pharmacy coordinates the delivery of medicines dispensed by our partner pharmacies to patients throughout the United Kingdom.
- Prescription Orders
Prescription medicines can only be dispatched after:
- a valid prescription has been received;
- the order has been accepted by the dispensing pharmacy;
- all necessary professional checks have been completed;
- payment requirements have been satisfied; and
- the medicine has been dispensed and released by the pharmacy.
Placing an order does not guarantee that a medicine can be supplied.
- Delivery Area
We currently provide delivery services to addresses within the United Kingdom.
Certain locations may be subject to additional delivery restrictions, charges or longer delivery times. - Delivery Times
We aim to dispatch orders as quickly as possible following final release by the dispensing pharmacy.
Most orders are normally delivered within 24–48 hours following despatch, subject to:
- prescription approval;
- medicine availability;
- pharmacy processing;
- weekends and bank holidays;
- courier operating schedules;
- the delivery location; and
- circumstances outside our reasonable control.
Delivery times are estimates and are not guaranteed unless expressly confirmed otherwise.
- Temperature-Controlled Medicines
Certain medicines require temperature-controlled transportation.
Where required, appropriate validated temperature-controlled packaging and/or delivery arrangements are used to maintain the required storage conditions during transportation.
Patients should follow any storage instructions provided with their medication immediately upon receipt.
- Courier Delivery
Medicines are delivered using approved third-party courier services.
Tracking information may be provided once an order has been dispatched.
Depending on the medicine and delivery service, the courier may require:
- confirmation of delivery;
- a signature;
- a PIN;
- identification; or
- another appropriate method of confirming receipt.
- Delivery Address
You are responsible for providing a complete and accurate delivery address.
Please check your delivery information carefully before completing your order.
Once medication has been dispensed or dispatched, it may not be possible to change the delivery address.
- Missed Deliveries
If a delivery cannot be completed, the courier may:
- attempt redelivery;
- provide instructions for arranging another delivery; or
- return the parcel to the dispensing pharmacy.
Medicines must not be redirected or left in circumstances that could compromise their security, quality or required storage conditions.
- Delivery Delays
Occasionally deliveries may be delayed due to circumstances outside our reasonable control, including:
- adverse weather;
- transport disruption;
- courier delays;
- unusually high demand;
- medicine availability;
- pharmacy processing delays; or
- other operational circumstances.
Where we become aware of a significant delay, we will endeavour to keep you informed.
- Damaged or Compromised Deliveries
If your parcel:
- arrives damaged;
- appears to have been opened or tampered with;
- contains the wrong medication;
- has a suspected temperature-control issue; or
- otherwise appears compromised,
do not use the affected medication and contact us immediately.
We will liaise with the dispensing pharmacy and courier to investigate.
- Lost Deliveries
If tracking indicates that your order has been delivered but you have not received it, or if the delivery appears to be lost, please contact us as soon as possible.
We will investigate with the courier and dispensing pharmacy.
- Responsibility for Dispensing
Prescription medicines are dispensed and released by a registered pharmacy.
ProPharmacy facilitates prescription processing, order management, courier coordination, tracking and delivery communications.
- Contact Us
For delivery enquiries, please contact:
Pro-Pharmacy
Email: orders@pro-pharmacy.co.uk
Telephone: 020 38574765
