Frequently Asked Questions

The Vet Store serves both trade and general public customers.

• Veterinary Practices & Trade Accounts: If you are a new veterinary practice and would like to set up a trade account, please contact us, we’ll be happy to assist.
• General Public & Private Customers: You are welcome to place an order on our website by selecting a suitable delivery option.

Please note:

• All prices displayed are excluding VAT.
• We are unable to provide specific advice or recommendations on our products. If you are a private customer, please seek guidance from a veterinary professional or a medically trained expert before making a purchase.

How long do deliveries take?

Estimated delivery times are displayed at the checkout with each delivery option.

Do you offer Next Day delivery?

Yes! Please choose our £9.99 Next Working Day delivery option at the checkout. To qualify, orders must be placed before 5 pm.

• Orders placed after 5 pm on Friday will arrive the following Monday.
• Orders placed over weekends or bank holidays will be processed on the next working day for delivery the following day.

How much does delivery cost?

Delivery charges depend on the selected option:
✔ £4.99 – 3-5 Working Days (Evri)
✔ £6.99 – 1-2 Working Days (Royal Mail/Evri)
✔ £9.99 – Next Working Day (FedEx)
✔ £24.99 – Saturday Delivery (FedEx)

Do you offer free delivery on orders over a certain amount?

Free delivery is available exclusively for veterinary practices and hospitals. However, all private customers will be charged a delivery cost at checkout. We keep our delivery charges separately to maintain transparent pricing.

Can I collect my order?

Yes! Collection is available by appointment only from our warehouse. Orders must be placed online before collection.

How long do I have to cancel an order?

Consumers have 14 days from delivery to change their mind. However, some items may be dispatched before cancellation, in which case:

• The item must be returned at your own cost.
• Items must be returned in a saleable condition.

Please contact customer service for cancellations or return authorization if required.

What happens if I miss my delivery?

If you miss a delivery, a re-delivery fee may apply depending on the item and location. Please contact customer service for assistance.

 What if my delivery is late?

We aim to meet all the estimated delivery times, but delays may occur due to factors beyond our control.

• If we cannot deliver within a reasonable timeframe, you may cancel your order for a full refund, including delivery charges.

Tip: We strongly advise against scheduling work based on expected delivery dates due to potential logistics delays.

International Shipping & Overseas Customers

Carriage Costs

We ship to most destinations worldwide; however, some restricted items (e.g., liquids above a certain volume and some aerosols) cannot be shipped internationally.

Shipping costs are automatically calculated at checkout based on location and weight. These costs serve as a guideline only, if your order is particularly large or heavy, we may need to contact you for an additional shipping payment. Please contact us via email on [email protected] for a more accurate cost.

To ensure the best balance of cost and service, we reserve the right to select the most appropriate carrier for your order.

Customs & Import Duties

For orders delivered outside the UK, you may be subject to import duties and taxes upon arrival in your country. These charges:

• Are imposed by local customs authorities.
• Must be paid by you—we have no control over these fees and cannot predict their cost.

Customs policies vary by country, we strongly recommend contacting your local Customs Office for further details before placing your order.

As the importer, you are responsible for ensuring compliance with all laws and regulations in your country of delivery.

We ship to most worldwide destinations, however, some restricted items (e.g., liquids above a certain volume and some aerosols) cannot be shipped internationally.

Shipping costs are automatically calculated at checkout based on location and weight. These costs serve as a guideline only, if your order is particularly large or heavy, we may need to contact you for an additional shipping payment. Please contact us via email on [email protected] for a more accurate cost.

To ensure the best balance of cost and service, we reserve the right to select the most appropriate carrier for your order.

Customs & Import Duties

For orders delivered outside the UK, you may be subject to import duties and taxes upon arrival in your country. These charges:

• Are imposed by local customs authorities.
• Must be paid by you—we have no control over these fees and cannot predict their cost.

Customs policies vary by country, we strongly recommend contacting your local Customs Office for further details before placing your order.

As the importer, you are responsible for ensuring compliance with all laws and regulations in your country of delivery.

Can I return a product?

Yes. To initiate a return, please contact our customer service team:
📞 Phone: 01274 736319
📧 Email: [email protected]
📝 Returns Form: [Link to returns form]

Will you cover return delivery costs?

We will cover return costs if:
✔ The product is faulty or misdescribed.
✔ There was an error in picking, pricing, or description.
✔ You have a legal right to return due to an error on our part.

For all other cases, return costs are the customer’s responsibility.

• If a refund includes delivery costs, we will refund only the cost of the cheapest delivery method we offer, regardless of the method you choose.
• If we arrange collection, you will be charged the direct collection cost.

Return Condition Requirements

• All items must be unused, in saleable condition, with original labels, barcodes, and packaging intact.
• Items must be appropriately packaged for return. Boxed items must be returned with their original, undamaged packaging.

If an item is returned in an unsuitable condition or outside the returns timeframe, we cannot issue a refund. If the item is rejected and returned to you, you may be required to cover the delivery charge.

Tip: Keep your return postage receipt until your refund has been processed.

When will I receive my refund?

✔ Refunds will be processed within 14 days of receiving your return.
✔ Refunds will be issued to your original payment method.
✔ A deduction may apply if the product has been handled in a way that reduces its value (e.g., not following manufacturer instructions).
✔ If a deduction is identified after a refund has been processed, you may be required to repay the difference.

Do you offer exchanges?

No direct exchanges – if you’ve changed your mind or purchased the wrong item, a new order must be placed for the correct product. You have 14 days from delivery to notify us of a return.

How do I make a complaint? If you need to raise a complaint, please complete our complaints form.

Benefits of a Trade Account

Join The Vet Store as a Trade Account customer and enjoy exclusive benefits, including:
✔ Discounted prices on our full range of products
✔ Free delivery on orders over £75
✔ 30-day credit account for flexible purchasing
✔ Priority status for order dispatch and stock allocation
✔ A dedicated Key Account Manager for personalised support

We welcome all veterinary practices and hospitals to open a Trade Account—there’s no cost to join and no obligation to buy.

If you’re interested, contact our Sales Team at 01274 736319 or email us at [email protected] to schedule a quick chat.