Deliveries and Returns

If you are ordering prescription medication, please note that upon receipt of a valid prescription, orders are subject to our stringent vet approval process which may take up to 2 working days. After that, orders will be processed within the time frames set out for express & standard dispatches.

Delivery Methods & Costs*

UK Mainland (Except UK Highlands, Islands & Northern Ireland)

Standard Delivery | 3-5 working days (subject to receipt of a valid prescription and our approval time)

Orders £39 and over (all weights): FREE
Orders under £39 weighing under 8kg (excluding aerosols): £2.49
Orders under £39 weighing 8kg and over: £3.49
Orders under £39 containing aerosols: £3.49

Express Delivery | 1-3 working days (subject to receipt of a valid prescription and our approval time)

Orders weighing under 8kg: £3.49
Orders weighing 8kg and over: £4.49

Orders containing items requiring refrigeration: £7.50*


UK Highlands, Islands & Northern Ireland

Standard Delivery | 4-5 working days (subject to receipt of a valid prescription and our approval time)

Orders £39 and over (up to 8kg): FREE
Orders under £39 weighing under 8kg (excluding aerosols): £2.49
Orders weighing 8kg - 20kg: £6.99
Orders weighing over 20kg: variable (exact fee shown at Checkout)
Orders containing aerosols: £6.99*

Express Delivery | 2-4 working days (subject to receipt of a valid prescription and our approval time)

Orders weighing under 8kg : £3.49
Orders weighing 8kg and over: No Express option available

We are unable to dispatch aerosols to non UK mainland addresses.


EU & Worldwide Deliveries

Due to specific VAT and customs requirements, we are currently unable to deliver to addresses outside the UK, this includes the Isle of Man, Channel Islands and BFPO addresses.


*Orders Requiring Refrigeration 

Items that require temperature control (e.g. Caninsulin, ProZinc and Leventa) will be subject to a charge of £7.50. The delivery will be made within two days from date of dispatch and will be sent with an ice pack and insulated Woolcool packaging. This will keep the products within the manufacturers specified temperature range for this time period. Our courier, DHL, delivers between the hours of 7am and 7pm. It is the customer’s responsibility to ensure that there is someone available when the delivery is made as 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 fails, we will not be liable for the cost of a replacement.

We do not ship temperature controlled items to Northern Ireland and some Highlands and Islands addresses. These will be indicated at checkout.


Split Shipping

If your order contains both warehouse products (food, toys, etc) and prescription medication/registered pet items we will split the shipment across two parcels at no extra charge to you. If your order has been part of a split shipment, this will be detailed on your dispatch email. You will receive a dispatch email for each part of your order. Please be aware that we cannot dispatch the warehouse products until the dispensing of any medication on your order has been checked and approved by our vet team (subject to the receipt of a valid prescription where required).

Lost Orders

We cannot raise an inquiry with your carrier until 3 days after dispatch. If you have not received your order within 3 days from the date of dispatch then please contact us so that we can resolve the issue. We must be notified of non-receipt no later than 7 days from the date of dispatch so that we are still able to raise an investigation with the carrier. 

Please be aware that carrier investigations will normally take at least 48 hours.

Missing Items

While every effort is made to ensure that your order is correct, if you do find that you have items that are missing from your parcel please contact us within 14 days of receipt to let us know what you do not have. To enable us to deal with your enquiry quickly please could you email support@animeddirect.co.uk with photos of what you did receive, of the packaging and of the parcel label. If your order is for prescription items then we will also need photos of any pharmacy labels you might have for the product in question.

It is advisable to check your order upon receipt so that any shortfalls can be brought to our attention as soon as possible.

Returns

If you have changed your mind or accidently bought the wrong item, you can return it to us within 14 days of receipt, unopened, factory-sealed and in its original packaging.

Unfortunately, we cannot accept returns for any labelled products, including prescription medicines, Caninsulin syringes, needles and flea, tick and worming products. If you have 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 you have ordered the incorrect size or quantity. Returns of any labelled products are only acceptable if it is due to an error in processing, or for an official recall.

If the order is damaged, faulty, or if you have received the wrong product, please contact us within 14 days of receipt at support@animeddirect.co.uk with the information detailed in the grid below. This will help us to quickly deal with your issue.

Please contact us before returning an item so that we can determine if it is eligible for a return and to discuss the safest way for you to send it back to us.

Please see your consumer right of return and refund on our terms and conditions for full details.

Photo of Product Photo of Packaging Photo of Postage Label Photo of Pharmacy Label* Batch Number Expiry Date
Damaged Required Required Required Required Required
Faulty Required Required Required Required Required
Sent Wrong Product Required Required Required Required

*This applies only if the issue relates to a labelled product.


Your statutory rights are not affected by our returns policy.

Return Address 
Animed Direct
CVS House
Owen Road
Diss
Norfolk
IP22 4ER

Customer Support
Phone: 01379 640052
Email: support@animeddirect.co.uk
Phone lines opening hours: 8am - 5:30pm Monday to Friday. 8:30am - 1pm Saturday & Bank Holidays.