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Service and support
Our Customer Service team is here to help you with any questions you might have and offer assistance. Please feel free to contact us on 033 0818 0862 (8am – 4pm, Monday – Friday) or via customer-service@vetsend.co.uk.
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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 requires 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 help you place 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 make a payment.
How do I return a product?
If you wish to return (part of) your order, please use the return form. Once your request has been approved (within the 30-day returns period), you will receive a return label by email, allowing 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?
Use the order overview within your account to determine whether or not your order has been dispatched. If it has not yet been dispatched, please contact our customer service team to cancel your order. Once the customer service team helps you cancel an order, you will automatically receive a refund and any backorders will expire. If your order has already been dispatched, it is not possible to cancel the order. However, you can always return the items.
How do I change my account details?
You can change or update your personal details by logging in to your Vetsend account. These details include your name, email address, and password. You can change your address details when placing a new order. Once you place an order, the address details that were previously provided will automatically be filled in. You can update your address during this step.
What are the delivery times?
Deliveries within the UK are made by Yodel. If you order before 11:59 pm on a working day, we will ship your parcel the next day. We only ship our products on business days. Once your parcel has been dispatched from our warehouse, you will receive an email with a tracking link, allowing you to track your order.
After your parcel has shipped, it generally takes around four working days for your order to be delivered.
My product has been damaged. What now?
Is your order damaged or incomplete? Please contact our Customer Service. We will arrange a return label for you, with which you can send the damaged product back free of charge. We will send a replacement to your address. In the case of an incomplete order, you can specify which products you are missing, and our Customer Service team will ensure these are shipped to you.
Tip: Include a photo when contacting Customer Service. This allows us to help you more efficiently and improve our service.
When will I receive my parcel?
Deliveries within the UK are made by Yodel. When you order before 5:00 pm on a working day, we will ship your parcel the next day. We only ship our products on business days. Once your parcel has been dispatched from our warehouse, you will receive an email containing a tracking link, allowing you to track your order as it is on its way to you.
After your parcel has been shipped, it generally takes around four working days for your order to be delivered.
Delivery Options
Delivery to Address
Deliveries within the UK are made by Yodel to the provided delivery address. We will ship your products the next day if you place your order before 11:59 pm on a business day. We only ship our products Monday to Friday. Yodel delivers parcels from 9:00 am to 5:00 pm on Monday to Saturday, and you will receive an email from Yodel with the expected time and date of delivery.
If you are not at home during the first delivery attempt, Yodel will make two more delivery attempts at another time. They will leave a card in the mailbox with information about the next scheduled delivery moment. If you are not able to be at home during the next delivery attempt, you may also have the parcel delivered to an alternate address.
Please note: It is not possible to have your parcel delivered to a PO Box.
Change Delivery
Yodel offers you the possibility to change your delivery address after a first, unsuccessful delivery attempt.
After checkout, you will receive an email with all of the necessary details and a summary of your order. Once your parcel has been dispatched, you will receive a second email with a Yodel tracking link, which will allow you to track your order from the moment it leaves our warehouse until it reaches your front door. Finally, Yodel will send you an email or text message on the day of delivery with an indication of the time at which your parcel will be delivered.
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 you are in safe hands, Vetsend offers a 30-day money-back guarantee, allowing you to return (part 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.
To check whether wearable items, such as collars or shirts, fit, they can be removed from the packaging and held up next to your pet. For hygiene reasons, these items cannot be returned if they have come into contact with the animal. If we find that the returned product is stained, worn, contains animal hair, smells, or has been washed, we cannot return the product to you. In this case, it will be donated to a charity (local shelter). As we are often confronted with products that are returned in less-than-new condition, we must apply these rules for fitting and/or returning wearable products.
