If you are ordering prescription medication, please note that upon receipt of a prescription, orders are subject to our stringent Vet Approval process to prevent fraudulent use of prescriptions, which may take up to 2 working days. After that, orders will be processed for dispatch.

Delivery methods and costs*

UK Mainland

Standard Delivery | 3-5 working days (Subject to receipt of a valid prescription)

Orders £39 and over (all weights): FREE
Orders under £39 weighing under 7kg (excluding aerosols): £2.49
Orders under £39 weighing 7kg and over: £3.49
Orders under £39 containing aerosols: £3.49

Express Delivery | 1-3 working days (Subject to receipt of a valid prescription)

Orders weighing under 7kg: £3.49
Orders weighing 7kg and over: £4.49

UK Highlands, Islands & Northern Ireland

 Standard Delivery | 4-5 working days (Subject to receipt of a valid prescription)

Orders £39 and over (up to 20kg): FREE
Orders under £39 weighing under 5kg (excluding aerosols): £2.49
Orders under £39 weighing 5kg - 20kg: £3.49
Orders under £39 weighing over 20kg: variable (exact fee shown at Checkout)
Orders under £39 containing aerosols: £3.49*

Express Delivery | 2-4 working days (Subject to receipt of a valid prescription)

Orders weighing under 20kg : £4.49
Orders weighing 20kg and over: variable (exact fee shown at Checkout)

EU Deliveries

 

        Due to specific VAT and customs requirements, we are currently unable to deliver to addresses outside of the UK. We sincerely apologise for the inconvenience this may cause.

*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, Northern Ireland 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.

To ensure your order gets to you as quickly as possible, we will be operating split shipping where your order contains both prescription medication/registered pet products and warehouse products (food, toys, etc) without any 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 each time the products from your order are dispatched.

Lost Orders

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. 

Returns

We hope you are happy with the products that you purchase, however, 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 of any labelled products, including prescription medicines 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 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 and needles, even if the packaging is unopened.

We now fill in Corrective and Preventive Actions (CAPA) forms for any returns. When you contact us to request a return, in order for us to process your query as soon as possible, please make sure you have the following:

-        Photo(s) of the outer packaging

-        Photo(s) of our postage label

-        Photo(s) of products received

-        Photo(s) of the dispensing label (for any prescription medication/registered pet products)

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 label for you to return the item. In order for us to process your query as soon as possible, please make sure you have the following:

-        Photo(s) of the product

-        The fault

-        Batch number

-        Expiry date

Upon inspection, we 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. When you contact us to report a damaged parcel or a parcel that is missing items, in order for us to process your query as soon as possible, please make sure you have the following:

-        Photo(s) of the packaging your order came in

-        Photo(s) of the actual contents

-        Photo(s) of the shipping/address label

Without these photos, 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 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.

When you contact us to report a picking error in order for us to process your query as soon as possible, please make sure you have the following:

-        Photo(s) of the packaging your order came in

-        Photo(s) of the actual contents

-        Photo(s) of the shipping/address and dispensing label

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.

Your statutory rights are not affected by our returns policy.

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

Customer Support: 01379 640052
Office hours: 8am - 5:30pm Monday to Friday. 8:30am - 1pm Saturday (Bank Holiday opening hours may differ)

Email: support@animeddirect.co.uk