Our Shipping & Return Policy

Shipping Policy

Delivery Information
You asked, we listened. We have improved our delivery options to ensure that ordering with Fox is as convenient as possible for our customers.

Flexible In-flight Delivery Options:
Not going to be in or need your parcel delivering to another location? Fox customers can now amend their delivery details In-flight. For added flexibility, our customers can now:

Deliver To Neighbour
Deliver To Shop
Change Delivery Date
Receipt of Orders:
If your driver attempts delivery and you are not available to accept the parcel, your order will now automatically be delivered to a local Pick-Up Shop, for collection at your convenience.

Please Note: This delivery option is only available for compatible parcels where the customer’s mobile number and email address has been provided to supply a delivery change notification.

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 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).

Cold Chain Products

Cold chain products such as toxins will need to be collected from a neighbour or pick up shop within 24 hours to maintain the integrity of the cold chain.

Tracking:

To track your parcel and amend your order details, we send tracking reference to all our clients via email or WhatsApp
UK Deliveries:
All orders placed before 8:30pm Monday to Sunday will be sent with our standard Next Day delivery service.

Orders placed between 8:00am Monday and 5:30pm Sunday will  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 Sunday delivery upon request.

Next Day by 10:30 am or 12 pm services are available as upgrades for an additional fee.
Next Day by 10:30 am or 12 pm services are subject to location.
If you change the delivery address 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 3-4 working days for your products to arrive as standard.

Over 98% of parcels dispatched using FEDEX, ROYAL MAIL, USPS 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

Product Protection:
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 FEDEX, ROYAL MAIL, USPS AND DHL. This can be a lengthy process, with no guarantee that the full amount will be paid back to the customer, as FEDEX, ROYAL MAIL, USPS AND DHL will only insure parcels up to the value of £100.

Fox Group International highly recommends that customers purchase the additional cover 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 within 72 hours from dispatch, whilst the items are still within the refrigeration temperature range so as not to break the cold chain.

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.

Customers who have opted to collect their delivery from a neighbour or Pick-Up-Shop will need to collect their order within 24 hours to maintain the integrity of the cold chain.

REFUND POLICY

Origin takes product quality and customer safety very seriously. We have rigorous product testing standards that help us ensure that the product you are getting from us is the highest quality possible. In the rare event that you receive a product that you feel does not meet the quality standards you were expecting, we encourage you to reach out to our support team for further assistance. Our management team will review each issue on an individual basis to determine the best possible resolution. If we determine that a refund is necessary, all reimbursements will be issued in the form of store credit.

All customer concerns and refund requests must be submitted within 7 days of your order’s delivery. We are unable to provide any refunds for orders after 7 days.

If you for some reason receive a product that is defective, please let us know within 7 days, so we can investigate right away. Each complaint will be reviewed by our management team and a credit or replacement product will be given when appropriate. Replacement products will only be sent in the case of defective items. Origin reserves the right to determine the appropriate compensation (credit or replacement) on a case by case basis.

Credits that are given will expire after ninety(90) days. Credits will be given in the form of a coupon code. Each coupon code can only be used one time if the credit is not used in full, the remaining credit becomes void and Origin will be unable to reissue a new coupon code for the remaining balance.