Shipping Policy

💰 1. Shipping Cost

Free shipping on all orders. No minimum threshold, no coupon codes, no membership required.

Every order placed on City Choice Pharmacy ships for free – regardless of size, weight, or destination within the United Kingdom.

⚙️ 2. Order Processing Time

Orders are not processed immediately after checkout. Please follow the complete order process:

• Step 1: Complete checkout on our website
• Step 2: Receive order confirmation email with payment instructions
• Step 3: Complete payment and verify with our team
• Step 4: Order is processed and shipped

Once payment is verified, your order will be processed and shipped within 24-48 hours (Monday through Friday, excluding UK public holidays).

📅 3. Delivery Times

After your order has been shipped, estimated delivery times are as follows:

🚛 4. Shipping Carriers

We use a combination of trusted carriers to ensure reliable delivery of your orders:

• Royal Mail – For smaller packages and standard delivery
• FedEx – For larger orders and expedited shipping
• DPD – For tracked delivery with time windows
• Evri – For cost-effective tracked delivery (select orders)

The carrier used for your order will depend on the size, weight, and destination of your package. You will receive tracking information regardless of which carrier is used.

📍 5. Order Tracking

Every order includes tracking. Once your order has been shipped, you will receive:

• A shipping confirmation email from us containing your tracking number
• A direct link to the carrier's tracking portal
• Status updates as your package moves through the delivery network

You can also track your order on our website at any time by visiting the Track Order page.

🔒 6. Discreet Packaging

Your privacy is important to us. All orders are shipped in plain, unmarked packaging with no branding or labels indicating the contents.

• No pharmacy branding on the outside of packages
• Plain brown boxes or padded envelopes depending on order size
• Return address is generic (no company name visible)
• No product details appear on the exterior

Only you (or the recipient) will know what's inside.

✏️ 7. Incorrect Address

You are responsible for providing accurate and complete shipping information at checkout.

• Before shipping: Contact us immediately if you need to correct your address. We will update it free of charge if the order has not yet been dispatched.
• After shipping: If the order has already been dispatched, we cannot redirect it. You will need to contact the carrier directly. Returned packages due to incorrect addresses will be subject to re-shipping fees.

⏰ 8. Delayed Shipments

While we strive to meet all estimated delivery times, delays can occasionally occur due to:

• Peak holiday seasons (e.g., Christmas, Black Friday)
• Severe weather conditions
• Courier operational delays
• Postal strikes or industrial action
• Customs or security checks (not applicable for UK domestic)

If your order is significantly delayed beyond the estimated delivery window, please contact us via livechat or email and we will investigate with the carrier.

🔍 9. Lost or Stolen Packages

If your tracking shows "Delivered" but you have not received your package:

1. Check with neighbours – Carriers may leave packages with nearby residents
2. Look around your property – Check porches, back doors, bushes, or mailrooms
3. Contact the carrier – They may have proof of delivery (photo or GPS location)
4. Wait 2-3 days – Sometimes packages are marked "Delivered" but arrive a day or two later

If you still cannot locate your package after 5 days, contact us and we will open an investigation with the carrier. We are not liable for stolen packages after confirmed delivery to the address you provided.

🌍 10. International Shipping

Currently, we ship to UK addresses only.

We do not ship to international destinations, including the European Union, United States, or any other countries outside the United Kingdom.

📞 11. Contact Us

For any shipping-related questions, concerns, or issues, please contact our support team:

Before contacting us, please check your Track Order page for the latest status update.