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Deliveries & returns
Delivery Methods and Costs
We aim to process orders within 1 working day of receiving payment and a valid prescription where required. If we cannot do so within 3 working days we will contact you by email. Delivery is by either Royal Mail, or Courier and delays can occur beyond our control. Card payments are automatically processed at the time of the order.
All UK mainland standard delivery is FREE of charge
*See below for exceptions to Free Delivery
Standard delivery will be by Royal Mail 2nd class delivery service and can take between 2-5 working days, an option to upgrade to Express Delivery is available at a charge of £3.95 (please select this option at checkout if required).
The Express delivery service is a next day delivery service from the date of dispatch of your order, and will require a signature upon delivery. Please see below for additional details on courier deliveries.
The Express delivery service does NOT reduce the processing or picking time of your order, processing and picking of every order can take 1-2 working days, prescription orders can take longer due to the additional processes we are obliged to carry out during the prescription validation.
Delivery estimates are from the date of dispatch and not date of order. You will be notified via email once you order has been dispatched.
Orders are dispatched Monday to Friday, deliveries via courier will not be made on weekends.
Where specific delivery instructions are left at time of ordering, these may not always be followed by the courier delivery driver or Royal Mail post person as it is up to their discretion.
We are unable to ship to BFPO addresses.
It is the customer’s responsibility to ensure that there is someone available to sign for their delivery, or that special delivery instructions have been left when placing the order. If alternative delivery instructions are given, Animed Direct will not be liable for the cost of the replacement should it go missing or damaged, after being left as the customer has instructed.
It is not possible to request a specific day for delivery; you will however receive an email the previous evening to let you know when it will be out for delivery. If you know that you are not going to be available, please contact the depot to arrange an alternative delivery date.
*Exceptions to Free Delivery
Temperature Control Items - Items that require temperature control (i.e. Caninsulin) will be subject to an additional charge of £3.95. The delivery will be made the next day from date of dispatch, and will be dispatched with an ice pack and insulated packaging to keep the products within the manufacturers specified temperature range. It is the customers responsibilty to ensure that there is someone available when the delivery is made, orders that are temperature controlled cannot be left safe. The contents of the parcel must be refrigerated upon receipt. If a delivery is attempted and failed, we will not be liable for the cost of a replacement.
Channel Isles/Isle of Man
For orders upto 5kg a £20.00 charge is applicable, an additional £2.00 per kilo thereafter is chargeable. This is calculated through your basket, prices are excluding VAT. Orders will take 2-5 working days to reach you depending on your location from the local delivery depot.
For orders weighing less than 1kg a £5.00 charge is applicable, an additional £1.00 per kilo thereafter is chargeable. This is calculated through your basket, prices are excluding VAT, please see pricing table below for countries available and delivery timescales.
Scotland and Ireland Deliveries
Please see the list of postcodes which may incur additional charges and will all go on a 2-5 day road service due to the delivery location. The cost and service type will automatically be selected at checkout with no option to upgrade.
Highlands & Isle Of Wight:
Scottish Offshore Islands:
Prices listed below are for orders weighing less than 1kg, an additional £1.00 per kilo thereafter is chargeable, this is calculated through your basket, prices are excluding VAT.
|Country||Less than 1kg||Estimated
|Canary Islands||£5.00||3 days|
|Republic of Ireland||£5.00||3 days|
When sending to Jersey or other VAT free locations, we do charge VAT and this will not be refunded after your purchase.
We cannot consider an order lost until it has been 15 days. If you have not received your order within 15 days then please contact us and we can resolve the issue.We must be initially be notified of non receipt within 14 days from the date of dispatch.
It should be noted that, unfortunately, we cannot accept returns of any labelled products, including prescription medicines and flea and worming products. If the customer has requested a cancellation but the order has already been dispatched then we will not be able to cancel and refund the order. This also applies if the customer has ordered the incorrect dosage. Returns of any labelled products are only accceptable if it is due to an error in processing, or for an official recall.
We are also unable to accept the returns of caninsulin syringes, even if the packaging is unopened.
We would hope that all of our customers are happy with the products that they purchase, however even if you just change your mind about a product (this does not include flea and worming treatments, or any other product that requires a label), you can return it to us, please see Your consumer right of return and refund on our terms and conditions for full details.
If an item is faulty we will send a pre-paid envelope for you to return the faulty item and upon inspection will issue either a full refund or a replacement, according to your wishes.
If an item arrives damaged this will need to be reported to us as soon as possibe. We will request photos of the damage and without these will be unable to issue a replacement or refund.
If a picking error has occurred then we will need to be notified within 14 days so that we can rectify the problem. Any errors that are reported outside of the 14 days cannot be rectified. It is advisable, when ordering single tablets, to count the tablets upon receipt so that any shortfalls can be brought to our attention and rectified within the 14 days.
For all returns, we advise customers to send these recorded post or retain proof of postage. If proof of postage is not obtained and we do not receive the item, no refund will be given.
Your statutory rights are not affected by our returns policy.
Customer Support: 01379 871051
Office hours 9:00 - 5:00 - Monday to Friday (Bank Holiday opening hours may differ)