Coronavirus (COVID-19) Updates

To our customers,

Given the period of uncertainty we are all currently facing, we wanted to create a place on our site which will be updated regularly with key and important information relating to both our business and you.


Deliveries

We are currently experiencing unprecedented demand resulting in an abnormally high number of orders. Because of this we have a limited number of pet foods available whilst we await deliveries of more stock from our suppliers.

Our expected mainland UK standard delivery times are as follows:

Pet Food orders will take up to 9 working days to arrive.

Veterinary medicines will take up to 4 to 5 working days to arrive*

Express delivery is still available and will be treated as a priority, however we cannot guarantee delivery within the usual 1- 3 working days.

*Please note that upon receipt of a prescription, orders for Prescription Medication are subject to our stringent Vet Approval process to prevent fraudulent use of prescriptions, after which they will be processed for dispatch.

Our teams, suppliers and couriers are all working tirelessly to ensure that our orders are dispatched as quickly as possible. We understand the importance of our role in providing your pet with the key products they need to ensure their health and well-being and we are truly sorry for the inconvenience this may cause.

Refunds

If you are waiting a refund, please be assured that you will receive it, however it may take longer than normal to process.


Customer Support

Our customer support team are still on hand to help you with any enquiries you may have. We are experiencing high call volumes at the moment so we advise contacting us by email if you can at support@animeddirect.co.uk. If you do need to call us, we will do our best to answer your call as soon as possible.

However, like you, our Customer Support team are also nervous for themselves and their families but are still answering calls with a smile and happy manner to ensure they deliver the best service to you. In return, all we ask is that you offer them the same.

You can contact them between the times below:

Monday to Friday 9am - 5pm*

Closed on bank holidays.

*Phone lines are temporarily closed each Thursday between 3.30pm and 4:15pm for staff training.

Prescription Medication and Food

Given the heart of our business is to supply your pets with the key goods that they need, for example prescription veterinary medication and food, we know we are in a very trusted position to be able to provide these vital products to maintain their health and wellbeing. Although times are testing right now, we want to reassure you that we will continue to provide our care, products and service for you and your pets to the best of our ability.

Finally, we would like to take this opportunity to say thank you to all of our wonderful customers for your patience and cooperation and we hope all of you, your family and your furry friends stay healthy, happy and safe during these uncertain times.

Thank you,

The Animed Direct Team