Service and support
Our Customer Service team is available to assist with any questions you may have. Please do not hesitate contact us on +3133 0818 0862 (8am – 4pm, Monday to Friday) or via email at customer-service@vetsend.co.uk.
What is your question?
Return Policy
Service & Support
Secure Online Shopping
Frequently Asked Questions
What payment methods are accepted?
Credit and Debit Card (MasterCard, Visa, American Express, Maestro)
Credit card companies send out bills periodically and do not deduct payments from your account immediately. However, Vetsend receives the credit card payment instantly, allowing your order to be processed as soon as it is received.
To ensure the security of online payments, MasterCard, Visa, and American Express use 3D Secure Technology, which require the credit card holder to provide an additional safety code. These are called MasterCard SecureCode, Verified by Visa, and American Express SafeKey, respectively.
Our Customer Service team is happy to assist you in placing your order via telephone, but unfortunately, payment cannot be taken over the phone.
A Vetsend account allows you to store your payment details so that you do not have to re-enter these when placing a new order. If you wish to use a different card or payment method, you can change the payment details when placing an order. All data is saved securely.
PayPal
PayPal is a simple and secure platform for making (international) payments. The platform allows you to create a digital chequing account using your email address. Simply enter your email address and PayPal login information to complete a payment.
How do I return a product?
If you wish to (partially) return your order, please use our return form. If your request has been accepted (within the 30-day returns period), you will receive a return label by email. Our return labels allow you to return your item for free at a local post office in the United Kingdom. You will receive a full refund (including additional delivery charges, if applicable) as soon as possible, within a maximum of two weeks.
Please note: if you return a product without filling in the form or without using our return label, the return costs will be at your own expense.
Please include (a copy of) the original delivery note when returning items to ensure that your return is processed swiftly. Although it is not mandatory, please indicate the reason for the return.
Can I also order by phone or email?
Unfortunately, it is not possible to place orders by phone or email.
How do I cancel an order?
Check the order overview in your account to see if your order has been dispatched. If it has not yet been dispatched, please contact our customer service team , who will assist you in canceling the order. Once the customer service team helps you cancel an order, you will automatically receive a refund and any backorders will expire. Once the order is canceled, you will automatically receive a refund, and any backorders will be expired. If your order has already been dispatched, cancellation is no longer possible; however, you can still return the items in accordance with our return policy.
How do I change my account details?
To update your account details, simply log into your Vetsend account. You can change your name, email address, and password. If you want to change your delivery address you can do so while placing a new order. Your previously used delivery address will be automatically populated and can be modified during checkout.
What are the delivery times?
Deliveries within the UK are handled by Yodel. Orders placed before 11:59 PM (on a working day) will be dispatched the following working day. Once your parcel has been dispatched from our warehouse, you will receive an email with a tracking link, allowing you to monitor your order.
After dispatch, delivery typically takes around four working days.
My product has been damaged. What now?
If your order is damaged or incomplete, please contact our Customer Service team. We will provide a return label so you can return the item free of charge, and a replacement will be sent to your address. If your order is incomplete, simply specify the missing items, and our Customer Service team will arrange for them to be shipped to you.
Tip: Including a photo when contacting Customer Service helps us assist you more efficiently and improve our service.
When will I receive my parcel?
Deliveries within the UK are handled by Yodel. Orders placed before 5 PM (on a working day) will be dispatched the following working day. Once your parcel has been dispatched from our warehouse, you will receive an email with a tracking link, allowing you to monitor your order.
After dispatch, delivery typically takes around four working days.
Delivery Options
Delivery to Address
Deliveries within the UK are made by Yodel to the provided delivery address. If you place your order before 11:59 PM on a business day, your products will be dispatched the next working day. We only ship Monday to Friday. Yodel delivers from 9:00 AM to 5:00 PM, Monday to Saturday, and you will receive an email with the expected time and date of delivery.
If you are not at home during the first delivery attempt, Yodel will make two more attempts at a later time. They will leave a card with information about the next scheduled delivery. If you are unable to be at home for the next attempt, you can have the parcel delivered to an alternative address.
Please note: It is not possible to have your parcel delivered to a PO Box.
Change Delivery
Yodel allows you to change the delivery address after a first, unsuccessful delivery attempt. After checkout, you will receive an email with a summary of your order and all necessary details. Once your parcel has been dispatched, a second email will be sent containing a Yodel tracking link, enabling you to track your order from the moment it leaves our warehouse until it reaches your doorstep. On the day of delivery, Yodel will send you an email or text message with the expected delivery time.
What are the delivery charges?
Orders have a delivery charge of £ 4.50 incl. VAT.
Orders shipped to Northern Ireland or Scotland are subject to an additional charge of £ 4.00
What is your return policy?
All online consumers have fourteen (14) calendar days to cancel or return an item. To ensure peace of mind, Vetsend offers a 30-day money-back guarantee, allowing you to return part or all of your order within 30 days of receiving it, free of charge.
Returns Policy
Items can be returned within 30 calendar days if they are undamaged, in their original packaging (if possible), and show no signs of use.
Wearable items, such as collars or shirts, can be removed from the packaging to check the fit by holding them up next to your pet. However, for hygiene reasons, these items cannot be returned if they have come into contact with your pet.
If a returned product is found to be stained, worn, contains animal hair, has an odor, or has been washed, we cannot process a return. In such cases, the item will be donated to a local charity or shelter.
Please note: These guidelines are in place to ensure the quality of returned items, as we frequently encounter products returned in less-than-new condition.
