Delivery options
Standard delivery is free and tracked. Faster options, including next-day tracked delivery and Royal Mail Special Delivery, are shown at checkout.
- Next-day cut-off: order by 2:30pm for delivery the next working day, subject to approval and stock. This also applies to Royal Mail Special Delivery.
- Delivery days: Monday to Saturday, 8am to 8pm. Royal Mail Special Delivery arrives Monday to Friday only.
Next-day delivery services aren't guaranteed, so unfortunately we can't offer a refund if a next-day order doesn't arrive the following working day.
Prescription orders and approval times
Every order for a prescription medicine has to be approved by one of our prescribers before we can send it. This usually happens within a few hours, but it can take up to 72 hours from when you place your order. Delivery times, including next day, start from the point your order is approved, not from when you paid.
Weekends and bank holidays
If you order next-day delivery on a Saturday, your parcel is dispatched on Monday and arrives on Tuesday. We don't deliver on bank holidays, so allow an extra working day around them.
Discreet packaging
Every order is sent in plain packaging. There is nothing on the outside to show it's from a pharmacy or what's inside.
Weight loss injections and other chilled items
Injection pens, such as those used for weight management, are sent in insulated, temperature-controlled packaging. Put them in the fridge as soon as they arrive, and check the leaflet for how long a pen in use can be kept at room temperature.
Cancelling an order
You can cancel an order that is being delivered by post at any time until our pharmacy accepts your medication. To cancel, call or email us as soon as you can with your order number.
Returns and refunds
We hope you're happy with everything you order from us. If an item reaches you:
- not as described, or
- damaged or faulty,
we'll refund the price of the item in full, together with any delivery charge and any reasonable costs of returning it to us.
Refunds go back to the credit or debit card you paid with. If that card has expired before the refund is made, please call us with your new card details.
For safety reasons, we can't accept returns of prescribed medication, and we're not allowed to resell medicines that have been returned. This policy is offered in addition to your legal rights.
Getting rid of unwanted medicines
Please don't throw medicines away in household waste or down the sink or toilet. Take any unwanted or unused medicines to a local pharmacy, and they'll dispose of them safely.
Contact us
Our customer service team is available Monday to Friday, 9am to 5pm.
- Email: sales@medsrus.co.uk
- Phone: 0207 018 7850
- Post: MedsRus, 787–789 Harrow Road, London NW10 5PA
If you're emailing or writing to us, please include your order number so we can find your order quickly. More answers about orders and consultations are on our help and FAQs page, and our terms and conditions set out the full conditions of sale.