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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.
What is your question?
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 are not deducted from your account immediately. However, Vetsend receives the credit card payment instantly, which allows your order to be processed as soon as it has been 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 more than happy to help 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 checking account using your email address. Simply enter your email address and PayPal log in information to make payment.
How do I return a product?
If you wish to return (part of) your order, please use the returns form. Once your returns request has been approved (within the 30 day returns period) you will receive a returns label by email that will 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:Â if you return a product without filling in the form or without using our return label, the return costs are at your own expense.
Please include (a copy of) the original delivery note when returning items to ensure that your returns request is processed swiftly. Although it is not mandatory, please indicate the reason for return.
Can I also order by phone or email?
Unfortunately, it is not possible to order by phone or email.
How do I cancel an order?
Please use the order overview within your account to determine whether or not your order has been dispatched. If it has not been dispatched yet, 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 your 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. Changing your address details can be done when placing a new order, whilst logged in to your account. Once you place an order, the address details that were previously provided will automatically be filled in. Please change your address here.
What are the delivery times?
Deliveries within the UK are made by Yodel. When you order before 23.59 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 that includes a tracking link, allowing you to track your order as it is on its way to you.
After your parcel has shipped, it generally takes around 4 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 new product to your address. In the case of an incomplete order, you can specify which products you are missing. Customer Service will then ensure that these products are shipped to you.
Tip:
Include a photo when you contact customer service. We will be able to help you better and improve our service.
When will I receive my parcel?
Deliveries within the UK are made by Yodel. When you order before 5pm 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 that includes a tracking link, allowing you to track your order as it is on its way to you.
After your parcel has shipped, it generally takes around 4 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 when you place your order before 23.59 on a business day. We only ship our products on Monday till Friday. Yodel delivers parcels from 9am to 5pm on Monday to Saturday and you will receive an email from Yodel with the expected time and date of delivery.
If you were not at home during the first delivery attempt, Yodel will make 2 more delivery attempts at another time. They will leave a card in the mailbox with the information of 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 a alternate address.
Please note:Â 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 pounds.
What is your return policy?
All online consumers have fourteen (14) calendar days to cancel/return an item. To ensure that you are in safe hands, Vetsend offers a 30 day money back guarantee, ensuring that you can return (part of) your order within 30 days of receiving it, free of charge. Please see the Returns Policy below for further information.
Returns Policy
Items can be returned to us within 30 calendar days provided the item is returned undamaged, in its original packaging (if possible) and shows no sign 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 it has come into contact with the animal. If we find that the returned product is stained, worn, contains animal hair, smells or has been washed after use, we cannot return the product to you. In this event, it will be donated to a charity (local shelter). As we are often confronted with products that are returned in a less than new condition, we have to apply these rules for fitting and/or returning wearable products.
