Deliveries and Returns
There may be a possible delay on Royal Mail deliveries due to COVID protocols and increased volumes. Most items are being delivered on time but this will depend on your local service. Please see the Royal Mail website for their latest Coronavirus and service updates.
Delivery methods and costs*
Standard Delivery | 3-5 working days
Orders £29 and over (all weights): FREE
Orders under £29 weighing under 7kg (excluding aerosols): £1.99
Orders under £29 weighing 7kg and over: £2.99
Orders under £29 containing aerosols: £2.99
Express Delivery | 1-3 working days
Orders weighing under 7kg: £3.49
Orders weighing 7kg and over: £4.49
UK Highlands, Islands & Northern Ireland
Standard Delivery | 4-5 working days
Orders £29 and over (up to 20kg): FREE
Orders under £29 weighing under 5kg (excluding aerosols): £1.99
Orders under £29 weighing 5kg - 20kg: £2.99
Orders under £29 weighing over 20kg: variable (exact fee shown at Checkout)
Orders under £29 containing aerosols: £2.99*
Express Delivery | 2-4 working days
Orders weighing under 20kg : £4.49
Orders weighing 20kg and over: variable (exact fee shown at Checkout)
We temporarily stopped deliveries to the EU countries until 1 February 2021
*Exceptions to Standard Delivery charges
Temperature Controlled Items - Items that require temperature control (i.e. Caninsulin) will be subject to an additional charge of £7.50. 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. Our courier, DHL, deliver 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 failed, we will not be liable for the cost of a replacement.
We do not ship temperature controlled items to Europe and some Highlands and Islands addresses. These will be indicated at checkout.
We are unable to ship to BFPO addresses.
We are unable to despatch Aerosols to Non UK Mainland addresses.
Due to current regulations we can only dispatch Prescription Only (POM) and NFA medications to UK addresses.
Processing and Dispatching Your Order
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 UK Mail, and delays can occur beyond our control. Card payments are automatically processed at the time of the order. We do not part ship orders - if your order contains prescription items and non-prescription items, we will wait to receive the necessary prescriptions and/or for the products to come in to stock so that the whole order is dispatched as one.
You will be notified via email once your order has been dispatched.
Orders are dispatched Monday to Friday; deliveries via courier will not be made at weekends or on Bank Holidays.
Unfortunately it is not possible to request a specific day for delivery. If the order is being delivered by courier, you will however receive an email from them the previous evening to let you know when the consignment will be out for delivery. DHL deliver between the hours of 7am and 7pm. If you know that you are not going to be available, please contact the depot to arrange an alternative delivery date.
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.
Where specific delivery instructions are left at time of ordering, these may not always be followed by the courier delivery driver as it is up to their discretion.
We cannot consider an order lost until 7 days after dispatch. If you have not received your order within 7 days from the date of dispatch then please contact us and we can resolve the issue. We must be initially notified of non-receipt within 9 days from the date of dispatch so that we are able to submit a claim to the carrier.
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 acceptable 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 (prescription POM or NFA product), 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 within 7 days of receiving your order. We will request photos of the damage and without these we 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 by 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 640052
Office hours 8:30am - 6:00pm Monday to Friday (Bank Holiday opening hours may differ)