UPDATE 23/04/2020

As you are aware, we are all in unprecedented and unforeseen territory. The COVID-19 pandemic has caused widespread panic and fear during times of relative stability and this has affected most nations of the world including the UK.

Recent travel bans and advice from the government, to avoid all but non-essential travel, has hit our primary business of catering for travellers. In our case, we have suspended sales of anti-malaria medicines. Travelpharm is primarily a Travel based Pharmacy, but we are also more than just a travel pharmacy. We are an NHS pharmacy and retail a wide selection of over the counter medicines.

Over the past few months, we have seen sales of essential medicines grow 400%, but despite this our small team is coping with demand and orders are being shipped as normal. Unlike other companies, stating 7-10 delays, we are working within our normal dispatch timeframes.

Our supply chain remains robust and we have reliable access to many products, but on odd occasions, demand will unexpectedly outstrip supply. In this case, I apologise in advance for any order cancellations that may occur.

In line with many other retailers, online and in-store, we have adopted limitations on the number of products you may buy to ensure everyone gets fair access. Some of these limitations are legally enforced and have always been applicable, for example:

  • Codeine-containing product (see our opiate policy)
  • Sedating antihistamines (see our sedating antihistamine policy)
  • Paracetamol containing products – legally limited to max 96 tabs per order
  • Aspirin containing products – legally limited to 96 per order
  • Pseudoephedrine (Sudafed) – legally limited to the equivalent of 12 tablets of Sudafed in one transaction.

But we have also voluntarily added restrictions to products in demand like Paracetamol tablets and suspension, and ibuprofen.

We recognise the importance of every order that is placed and the team have been working overtime to ensure your orders are dispatched on time. Please bear with us, we are getting through the orders as quickly as humanly possible. Please order your medicines in good time and be prepared for any additional delivery time - delivery is an issue outside of our control. Remember, we have a 24-72 hour processing time on all orders -  your postage is from the date of dispatch, not the date ordered. Please see our full Delivery Terms.

Over the past few months, we have received some wonderful comments and emails from valued customers who have managed to get medicine delivered to family members who are self-isolating. These emails and comments really do keep us going during these difficult times.

I would also like reassure our customers that we have also increased our cleaning and sanitisation procedures for both our staff and within our pharmacy. Our staff are wearing medical masks while in the pharmacy to ensure that our small work-force remains safe and able to continue to work. As a registered pharmacy, all of our staff are aware of the latest guidance in regards to COVID-19 and we are reacting and adapting on a day-by-day basis. Our pharmacy is cleaned and sanitised daily.

If you have any questions please get in touch.

Finally, if you get invited to do so, please leave some feedback for us on Trustpilot. This is vital in helping small businesses like ourselves, even more so during the current climate.

Please stay safe.

Kind Regards

Andrew Walton MPharm

(Superintendent Pharmacist)

Q & A:

Your website won't let me buy the amount of medicine I want!

To ensure that everyone has access to popular lines such as paracetamol and ibuprofen medicines, some items have a maximum purchase limit set. This then remains fair to everyone and that the supply chain continues for longer.

How long will it take to process my order?

Unlike some other online pharmacies, who are stating an additional 7-10 day processing time, we are currently acting within our normal timeframe.

We usually state a 24-72 hour window in which the process and dispatch your order. This is to cover orders placed at the weekend or stocking ordering delays. Despite the COVID-19 pandemic, we are working in-line with our standard timeframe.

Over March the order processing time was:

96% of orders shipped within 3 days and 39% of orders shipped within 24hrs.

Our small team are working around the clock to get your orders out as quickly as possible.

Delays in delivery are beyond our control. Please bear that in mind when leaving Trust Pilot reviews.

 

Will the prices go up?

Prices will fluctuate, as they have always done, this is beyond our control.

Travelpharm WILL NOT increase the pricing on products at an inflated rate. Any increase or decrease will remain on the same sliding scale set by the drug tariff rate.

Our pricing will continue to be based on the amount it costs us to buy the medicines. If the cost price to us increases, we'll have to adjust accordingly. But we will NEVER increase our prices more than we need to.

Cost prices can change week-to-week, so you may see this reflected in the prices we sell for online if you are a repeat customer. We are keeping the prices as low as we can.

Why hasn't my order arrived?

Usually, your order will arrive around the estimated time stated at the checkout.

Unfortunately, these are not normal times and delays may occur from time to time.

As online ordering increases, the amount of parcels Royal Mail have to deal with. Royal Mail are also having to implement their own social distancing measures and dealing with staff shortages. This might mean that there is a slight delay on occasion, but generally, we are seeing a relatively steady delivery service.

Please bear with us and Royal Mail during this challenging period.

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