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For customer support & telephone orders call our team - Monday to Friday 9am - 5pm
0330 0536100
Local call rates apply

Deliveries & returns

Delivery Methods and Costs*


UK Mainland

 Standard Delivery | 3-5 working days

  • Orders £29 and over (all weights): FREE
  • Orders under £29 weighing under 5kg: £1.99
  • Orders under £29 weighing over 5kg: £2.99

 

Express Delivery | 1-3 working days

  • Orders weighing under 5kg: £3.49
  • Orders weighing over 5kg: £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: £1.99
  • Orders under £29 weighing 5kg-20kg: £2.99
  • Orders under £29 weighing over 20kg: variable (exact fee shown at checkout)

 

Express Delivery | 2-4 working days

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

 

International: European Union and EEA

 Standard Delivery | 4-7 working days

  • Orders weighing up to 1kg: £4.50
  • Orders weighing 1kg-2kg: £8.50
  • Orders weighing 2kg-10kg: £15
  • Orders weighing over 10kg: £15 + £1 per additional kilo

 

Country Less than 1kg 1 - 2kg 2 - 10kg
Austria £4.50 £8.50 £15.00
Belgium £4.50 £8.50 £15.00
Canary Islands £4.50 £8.50 £15.00
Denmark £4.50 £8.50 £15.00
Finland £4.50 £8.50 £15.00
France £4.50 £8.50 £15.00
Germany £4.50 £8.50 £15.00
Greece £4.50 £8.50 £15.00
Republic of Ireland £4.50 £8.50 £15.00
Italy £4.50 £8.50 £15.00
Luxembourg £4.50 £8.50 £15.00
Netherlands £4.50 £8.50 £15.00
Poland £4.50 £8.50 £15.00
Portugal £4.50 £8.50 £15.00
Spain £4.50 £8.50 £15.00
Sweden £4.50 £8.50 £15.00

N.B. We do not currently deliver to any country not listed in the table above. 

 

*Exceptions to Standard Delivery charges

Temperature Control Items - Items that require temperature control (i.e. Caninsulin) will be subject to an additional charge of £4.50. 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. It is the customers responsibilty to ensure that there is someone available when the delivery is made, 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.

 

Processing and Dispatch of 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 APC, 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.

It is not possible to request a specific day for delivery; if being delivered by courier, you will however receive an email from them the previous evening to let you know when it will be out for delivery. 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 are unable to ship to BFPO addresses.

We are unable to despatch Aerosols to Non UK Mainland addresses.

 

Lost Orders

We cannot consider an order lost until 7 days after dispatch. If you have not received your order within 7 days then please contact us and we can resolve the issue.We must be initially be notified of non receipt within 14 days from the date of dispatch.

 

Returns
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 accceptable 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), 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 as soon as possibe. We will request photos of the damage and without these 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 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.

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

Customer Support: 0330 0536100
Office hours 9:00 - 5:00 - Monday to Friday (Bank Holiday opening hours may differ - see our Contact Us page for details)



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