This article was created on 30/03/2020 and will be updated frequently. Last updated 01/09/2020.
Orders and processing
- Our service is running as normal.
- We recommend you order your prescription 10 working days before you are due to run out of your medication. This means that there is plenty of time for everyone involved in the process of getting your medication to you, to do their part.
- GP’s are generally approving prescriptions within 1-2 working days
- Our pharmacy teams are dispensing and dispatching orders within 2 working days
- Royal Mail should deliver your parcel within 2-3 days
- Pharmacy2U is working closely with Royal Mail to ensure vital prescription items are delivered as soon as possible.
- Royal Mail are classed as an essential service and are also working closely with the Government and their workforce to ensure essential services, such as medication delivery, remain as normal as possible.
- You can find the latest updates from Royal Mail and sign up for their service level alerts here: Coronavirus update
- We have good availability across the majority of medicines, with our suppliers continuing to deliver to us as normal. There are certain medicines that are temporarily running short across the country, and so we urge patients not to over order or stockpile medication.
- When items are out of stock, we will do our best to inform you of delays and provide the options available to you.
- If you require a supply of your medication urgently, you should contact your GP in the first instance to issue an emergency prescription. Your GP surgery may be very busy at the moment so you may have to wait longer than usual to speak to someone.
- The GP may write you a prescription for a shorter supply than normal, to tide you over.
- You may wish to ask your GP for a paper prescription just on this occasion, rather than an electronic prescription, so you can take it to the most convenient local pharmacy near you; and to make it easier for you if one pharmacy is out of stock of one or more of your medicines.
- Your local pharmacy might be able to offer an emergency supply of medication, without a prescription. There may be a cost for this service. Please read the NHS advice about this here: Where can I get an emergency supply of medicine?
Coronavirus testing and purchasing unofficial tests
- We have provided you with some information regarding the different types of tests for coronavirus here
- Although there are antibody tests available to purchase from some retailers, NHS England has cautioned people against buying these tests just yet, in case a person who tests positive is still infectious or is tempted to relax their compliance to the current social distancing guidance. We suggest you follow this advice, as antibody tests which have now passed testing by Public Health England should be available through the NHS to those who need them, within weeks.
We recommend you order in good time (10 days before you’ll run out of medication), to make sure you get the medication you need well in advance. We will keep you updated regarding your order as much as possible.
There are a number of resources available which should be able to answer most queries.
Visit our dedicated coronavirus hub
In response to the spread of the virus, we’ve established a dedicated coronavirus hub on our website to give you the most up-to-date information regarding the virus and our service.
Read our frequently asked questions
Before contacting us, we’d always recommend taking a look at the frequently asked questions area of our website. It contains practical information such as:
- Delivery options
- How to check the status of your order
- How to change your delivery address or other account information
Use NHS services to learn more about the coronavirus
If you’d like to learn more about the coronavirus then you should head directly to the dedicated NHS website. There’s also an online symptom checker you can use to help identify if you may have been infected by the virus. NHS 111 have also set up an online service which is packed with important information.
If you cannot find the help you need:
There are multiple ways to contact us if you’re still unable to find what you’re looking for. If you can please be prepared with your account details before you contact us, this will speed up things up a bit, helping us deal with as many patients as possible.
Contact us via live chat
‘Live chat’ is available on our website throughout the day, but please note chat will not be available when the chat team is busy helping people.
- Live chat on our Help & Support page
Contact us via phone
If your call is to place your order or check on its progress then please use our automated phone service – you’ll need your account number to use this.
Alternatively, you can speak directly to one of our friendly advisors if your query is more complex. You may experience some wait times in peak periods but you can use our call back service and one of our advisors will be in touch that same day.
If you know your prescription hasn’t been approved yet, please try to contact your GP first.
- Our telephone number is 0113 265 0222
Contact us on social media
You can send us a direct message on either Twitter or Facebook, which we will do our best to answer as soon as we can.
Contact us via email
You can email us at email@example.com. You should receive a reply within 24 hours (Mon – Fri) but kindly ask that you only follow-up an email if we haven’t replied within 48 hours.