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, our customers.


Deliveries

We are currently experiencing a higher demand than usual. However, our expected mainland UK standard delivery times for new orders are now 3-5 working days.

Express delivery is available and will be treated as a priority, expected delivery for Express is within 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.

If you are still awaiting dispatch of your order, we are working with suppliers to get further information as to when these products will be delivered to us. As soon as we have further information relating to the dispatch of your order, we will contact you via email or telephone. If the wait time for your order is unknown and you do not want to wait, we will refund your order in full. We understand that this is frustrating and we apologise for the inconvenience this will cause.


Stock availability

Given the unexpected demand in order volumes, we wanted to highlight that you may see more out of stock products on our website than usual for certain products. We are continuously working with our suppliers to ensure we can get stock in as quickly as possible but this is taking longer than usual because our suppliers are also seeing an increased demand. Our stock levels are being monitored on a regular basis and we will keep you updated.


Refunds

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


Customer Support

We are working hard to respond to all emails as quickly as possible and we aim to do so within 48 hours (2 working days) of receipt of your email. At the moment however we are receiving an unusually high volume and as a result in some cases we are taking slightly longer to respond than usual. We sincerely apologise for this but please be rest assured that we have received your email and will be in touch as quickly as possible. You do not need to resend your email.

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