Delivery and Refunds Information
Manage your health online with next day discrete delivery. All test packs and medicine orders are sent in plain packaging. There is no reference to Anytime Doctor or the service we provide on any part of the outer packaging. We deliver to your UK address of choice, giving you flexibility and peace of mind. All medication is sent by Royal Mail - Special Delivery Guaranteed® which is guaranteed to arrive the next working day. Anytime Doctor does not charge for delivery.Read more
Coronavirus: Changes to Service
Update from Royal Mail about signing for and receiving items
In order to protect both our people and customers as much as possible, we are minimising contact during delivery. We will not be handing over our hand-held devices to customers to capture signatures but instead log the name of the person accepting the item. Additionally, for all customers where we need to deliver any item that won’t fit through your letterbox, we will place your item at your door. Having knocked on your door, we will then step aside to a safe distance while you retrieve your item. This will ensure your item is delivered securely rather than being left outside.
Update from Royal Mail about 'Special Delivery Guaranteed by 1pm'
For items posted from Thursday 19 March 2020 onwards, we’ll no longer guarantee deliveries by 1pm the next working day. We’ll still prioritise Special Delivery parcels and letters and will aim to deliver by 1pm or before the end of day. Resource implications of the latest coronavirus advice means we may not be able to meet the customer promise of guaranteed next day delivery in all locations at all times.
What happens after I pay for my medicine?
After you place an order, a doctor will assess your medical information and then send an electronic prescription to our partner pharmacy. Your doctor will also send you a confirmation message which will contain important information about how you should take your medicine.
Please note that all orders are subject to stock availability and clinical approval by a doctor.
When will my order arrive?
For all medication requests prescribed by a doctor and sent to the pharmacy by 2pm, you can expect delivery as follows:
|Prescription issued by 2pm||Delivery day|
Orders prescribed and processed between 2pm and 5pm may still arrive the next day, but orders prescribed after 2pm will generally be processed for delivery in two working days.
Do I need to sign for my medication delivery?
Yes, all medication is sent by Royal Mail - Special Delivery Guaranteed® and needs to be signed for. If you are out, your postal delivery walker will leave a card. This allows you to rearrange delivery or pick up your item from your nearest depot.
Can I organise delivery to my work address?
Yes, many of our patients choose this option for ease and convenience. You can choose delivery anywhere within the UK.
How discrete is the packaging?
Delivery is confidential and discrete. There are no markings on the outside of the packaging to indicate the contents. All medication is sent in a small white box and all test kits are sent in a non-marked envelope which can fit through standard UK letter boxes.
What if my order is declined by a doctor?
If a doctor decides that you are not suited for treatment, we will issue a full refund within 48 hours. There is no administration fee. Depending on your card provider, your refund will be credited to your account or statement within 3-5 business days. Some banks and card providers may take slightly longer.
How can I track my order?
All medication is sent by Royal Mail - Special Delivery Guaranteed® which is next day guaranteed. To track your order, simply enter your tracking number on the Royal Mail Track Your Item page.
Prescription Medicine: For safety reasons, medicines are exempt from the requirement to accept returns under the Consumer Protection (Distance Selling) Regulation 2000 (UK). Our partner pharmacy is not able to re-use returned medicines. If you have unwanted medicines please take them to your local pharmacy for safe disposal.
You can cancel your order for medication up until the point where the doctor issues a prescription. To cancel an order after you have made a purchase, please send a message to a patient co-ordinator within your patient record, asking for your medicine request to be cancelled. Please note, a doctor may issue a prescription within 10 minutes or a few hours after an order is placed, depending on the time and day. If you have any queries about your medicine or a clinical matter, please message a doctor from your patient record before placing an order. Our doctors are extremely friendly and knowledgeable and will do their best to assist you.
If a doctor for any reason decides not to issue a prescription for an ordered medication, you will be notified through your patient record. We will issue a full refund within 48 hours. There is no administration fee. Depending on your card provider, your refund will be credited to your account or statement within 3-5 business days. Some banks and card providers may take slightly longer.
Non-Prescription Services (e.g. STD testing services, DNA Testing services): For unwanted non-prescription items, you are entitled to a refund if you inform us in writing to firstname.lastname@example.org within 7 days of purchase, and return the item unopened in its original packaging with seals unbroken to: RAD Labs, 64 Cropley Street, London N1 7GX. A fee of £25.00 will be deducted from your refund to cover administration costs. Please note that if the item is damaged during the returns process, an appropriate sum will be deducted from your refund. For your protection, we recommend that you use a recorded delivery service to return unwanted items.