DELIVERY / CARRIAGE CHARGES:

TRADE CUSTOMERS (Veterinary Practices & Hospitals Only)

Trade customers will receive free next working day delivery on all UK Mainland orders over £75 (ex. VAT). An order under £75 will incur a handling charge of £6.99 (ex. VAT). Charges for international or remote locations (for example, Scottish Highlands and Islands) will always be incurred and the final amount will be determined upon receipt of order. Orders will be delivered by our nominated carrier to the address given on the order. Orders received by 5 p.m. are processed the same day for delivery the next working day.

PRIVATE CUSTOMERS

Private customers will pay a minimum of £6.99 (ex. VAT) for packaging & carriage irrespective of the amount spent or £9.99 for an express service. Additional charges will apply for heavier and bulkier orders. All private customer orders will arrive between 3-5 working days unless an express service is chosen when it will arrive the next working day.

CARRIERS

The Vet Store reserves the right to choose a logistics partner of their choice and this may vary from time to time. Currently this may vary between TNT, Hermes and Royal Mail.

DELAYS

Whilst every endeavour is made to ensure delivery within the above timescales, no guarantee can be given due circumstances beyond TVS control and no liability will be accepted for any loss or damage occasioned by delay however caused.

SHORTAGES

In the event of short delivery or damage, TVS must be notified within 48 hours. Non-receipt of goods invoiced must be brought to the attention of TVS, in writing, within 24 hours of the date of the invoice. TVS cannot accept responsibility for delivery problems resulting from incorrect information supplied by the customer.

OVERSEAS CUSTOMERS

EU: £45 or £55 carriage per 20kg will be levied regardless of amount spent dependent on which country the order is being delivered.

REST OF THE WORLD: £80 carriage per 20kg will be levied regardless of amount spent.

RETURNS

In the unlikely event that goods need to be returned, we offer a “no quibble” 10 working day returns policy which has been designed for minimum inconvenience.

For goods ordered in error you will be responsible for the full cost of postage and packaging.

Approval must be sought before items are returned.

Please fill out the returns form and once you have obtained a unique returns number (URN#) and approval, return it along with the goods for return – click here to download.

PLEASE NOTE – We strongly recommend for security purposes when sending items back you use a ‘signed for’ delivery service, such as Royal Mail Recorded or Special Delivery and ensure the package is adequately insured. We are not liable for any packages lost in the post and do not accept responsibility for any item(s) until a member of our staff has signed for the package. Goods need to be returned in adequate packaging to avoid damage in transit.

Credit will only be issued for returned stock received in a re-saleable condition.

CUSTOMS

If you are requesting delivery to a country outside the UK you may be subject to import duties and taxes which are levied once a shipment reaches your country. Additional charges for customs clearance must be borne by you; we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you should contact your local Customs Office for further information. Additionally, when ordering from The Vet Store you are considered the importer of record and must comply with all laws and regulations of the country in which you are receiving the goods.