Delivery
Do You Offer Next Working Day Delivery?
Yes! We offer next working day delivery across UK Mainland on eligible orders placed before our 5:00pm cut-off.
Please note that deliveries to the Scottish Highlands and Islands may take longer in certain circumstances. We are closed on weekends and bank holidays, so orders placed during these periods will be processed on the next working day.
For time-critical orders, please contact us to confirm delivery availability.
International Delivery
We offer international delivery to selected countries. Delivery costs are calculated automatically at checkout based on your destination and the weight of your order.
Please note that the delivery cost shown at checkout is an estimate. For larger or heavier parcels, we may need to contact you to arrange an additional carriage payment.
Customs & Import Charges
Orders delivered outside the UK may be subject to import duties, taxes and customs clearance charges. These costs are the responsibility of the customer and are not included in our delivery charges.
Customs rules and charges vary by country, so we recommend contacting your local Customs Office for further information. By placing an international order, you are considered the importer of record and are responsible for ensuring that your order complies with the laws and regulations of the destination country.
What Are Your Delivery Charges?
| Courier | Delivery & Cut Off Times | Cost |
 |
3-5 Working Days – Before 2pm | £4.99 |
|
1-2 Working Days – Before 2pm | £6.99 |
 |
Next Working Day – Before 5pm | £9.99 |
Do You Offer Free Delivery If I Spend Over A Certain Amount?
Free delivery is not available as standard, as delivery charges are kept separate.
Veterinary practices are eligible for free delivery on orders over £75 excluding VAT.
Can I Collect My Order From You?
Do You Deliver On Weekends?
Not as standard. Our deliveries are made on working days and do not include weekends or Bank Holidays.
If you require an urgent Saturday delivery, we may be able to arrange this on request, subject to availability. A premium delivery charge will apply.
What If My Delivery Is Late?
We always make every endeavour to ensure your order is dispatched and delivered within the estimated delivery times provided at the time of purchase. However, delivery times are estimates only and cannot be guaranteed, as delays may occur due to circumstances outside of our control.
We will not be liable for any loss, damage, costs or expenses arising from delays in delivery. We recommend allowing sufficient time for your order to arrive, particularly where goods are required for a specific date or occasion.
If there is a significant or prolonged delay with your order, please contact us and we will do our best to assist.
Returns
Private Customers
If you are a private customer and wish to return an item, you must contact us and obtain approval before returning any goods. Returns must be requested within 14 days of receiving your order, where applicable under your statutory rights.
Veterinary Practice Customers
Returns from veterinary practices and other business customers must be approved by us before any goods are returned. Please contact our Customer Services team to request a return and obtain a unique Returns Number (URN#).
Any delivery shortages must be reported to us within 48 hours of receiving your order.
Once a return has been approved, please complete the returns form below, including your unique Returns Number (URN#) and approval, and return it with the goods.
Click here to download the Returns Form
Returning Your Goods
We strongly recommend using a tracked or signed-for delivery service when returning goods, such as Royal Mail Tracked or Special Delivery, and ensuring that the package is adequately insured. The responsibility for selecting an appropriate courier and ensuring the goods are adequately and appropriately packaged rests with the customer.
We cannot accept responsibility for goods that are lost or damaged in return transit where the return has been arranged by the customer. Goods remain the customer’s responsibility until they have been received by and signed for by a member of our team.
All returned goods must be adequately packaged to prevent damage during transit and must be received in a resaleable condition.
Refunds
Refunds will only be issued for returned goods that have been approved for return and received in a resaleable condition.
Once we have received and inspected the returned goods and, where applicable, their packaging, any refund due will be credited to the original payment method. Please allow up to 14 days for your bank or card provider to process the refund.
We cannot accept responsibility for any bank or card charges incurred during the refund process.
Returning Your Goods
We recommend using a tracked or signed-for delivery service, such as Royal Mail Tracked or Special Delivery, and ensuring your return is adequately insured.
It is the customer’s responsibility to choose an appropriate courier and ensure that goods are securely and appropriately packaged. We cannot accept responsibility for goods that are lost or damaged in transit when the return has been arranged by the customer. Goods remain the customer’s responsibility until they have been received and signed for by a member of our team.
All returned goods must be securely packaged and received in a resaleable condition.
Refunds
Please allow 5–10 working days for refunds to be processed. Refunds will only be issued for returns that have been approved and received in a resaleable condition.
Website
Do I Have To Register?
No. You can place an order without registering. However, creating an account allows you to keep up to date with site updates, new products and special offers.
Are You A Veterinary Practice?
If you are a veterinary practice, you can register using our Vet Practice Registration Form or log in through the Vet Practices area located in the header navigation bar.
I’ve Already Registered; Do I Have To Log In To Order?
No. You can place an order without logging in by completing the checkout process as a guest.
I’ve Forgotten My Password; Can I Reset It?
Yes. If you’ve forgotten your password, you can request a password reset by clicking here.
Do You Offer A Trade Or Credit Account?
Yes. We offer trade and credit accounts for eligible veterinary practices and businesses. Please contact us for further information and to discuss your requirements.
Can You Send Me A Pro Forma Invoice?
Yes. If you wish to pay by BACS, we can provide a pro forma invoice before payment. Alternatively, you can place your order online and receive an order confirmation by email immediately.
Can I Pay By Bank Transfer?
Yes. If you wish to pay by bank transfer, please contact us and we will provide our bank details.
Can I Print Off Data Sheets And Installation Guides?
Yes. Most of our product information is available as downloadable PDFs, including COSHH information, Technical Data Sheets and Product Brochures. These can be downloaded and printed free of charge.
