Sept. 9, ‘21 I ordered some ProZinc insulin (£52.49) along with syringes and probiotics for my elderly, diabetic cat. On Friday 10th (17:31) I received the parcel with the insulin vial very poorly packaged and feeling warm to the touch. My Vet suggestion was NOT to use it and a complaint was placed with a request for a swap or refund. A PetDrugsOnline staff then advises me over the phone to go ahead and use that vial as it was shipped within 24 hours (despite my reporting that it was delivered WARM). Even their website suggests it should be stored at 8C. We agree that I should send this spoilt vial back through prepaid recorded delivery and on Sept. 13th I email the Company requesting that a refund should cover both the cost of the drug AND postage (charged at £5.99) to guarantee a temperature controlled environment. (My delivery was in clear breach of contract as delivered WARM). Today, Sept. 16th, I receive a PayPal notification that only the actual drug was refunded but not the postage I was asked to cover so as to guarantee delivery of the insulin at a chilled temperature. Not only this online vet pharmacy was willing to jeopardise the well-being of my beloved pet suggesting to use some WARM insulin. But also refused to refund what they charged for what is effectively an appalling level of service. On the day of the complaint, I placed a new order with AniMed at a very similar cost and today - 16/9/2021 - I received the required insulin in a large box, lined with special woollen material, layers of thick carton, 3 large ice packs and the insulin vial concealed in a folded bubble rap lined envelope which guaranteed delivery at the correct temperature. Out of principle I’m now looking to take this to the Small Claims Court and donate any proceeding to the Battersea Home for Dogs and Cats charity. PetDrugsOnline your customer service is beyond disgraceful. Pet owners, stay clear. Especially if ordering items requiring temperature controlled delivery. Luca F. Pollett