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Animal Medication Direct :: FAQs




What is included in price?

Our prices include VAT, but exclude delivery, postage and packaging.

There are no other charges.
(Channel Island residents and VAT - please see the bottom of the page)

Why donít you include delivery charges?

Well it actually saves you money. Many sites make much of the fact that their prices include postage (free delivery), in fact this means each item you buy from them has had the delivery cost added to it. If you buy two items from them, you are paying for delivery twice!

What will delivery cost?

Delivery, postage and packaging is calculated from the total weight of the order. In all cases charges will be shown in your shopping cart before any payment details are requested.

As a general guide, (excluding VAT)

Standard orders less than 1000g (most orders) £3.54

Medium orders 1-5 kg £5.52

Large orders 5-24 kg £8.50

Very large orders (over 24 kg weight) will either have specific delivery costs detailed or if possible will be divided and each package charged according to the above tariff.

Orders of £100 (excluding VAT) and over benefit from FREE delivery.

The above is based on a UK mainland domestic address for delivery.

Deliveries outside the UK or to non-mainland addresses will generally incur greater postage and packaging charges than those specified above and orders to these areas also have higher thresholds for free delivery.

What delivery methods do you use?

We use either the Royal Mail or a courier depending on the size of the order. Both methods involve registered delivery and so will require a signature upon receipt of the goods.

I do not live in the UK can you supply to me?
We currently only supply to the UK (including Northern Ireland and Channel Islands) and the Republic Of Ireland (Eire). We are working on making most of our products available for dispatch to other overseas customers soon.

We do not dispatch POM-V (prescription) medication outside the United Kingdom.

Can I get an animal prescription medicine from you?

Yes. Discover how much less expensive we are when compared to high street vets. Please click on the link to go to our prescription information home page.  

Why are you so much cheaper than the vets?

The honest answer is because we work to a much smaller profit margin. We dispense the same UK items and probably from the same wholesaler. 

How long will it take?

Generally orders are dispatched within one week of receipt, and usually much faster. If there is a significant delay obtaining an item in an order we will inform you of the situation. Generally under these circumstances we will dispatch the available items to you and then forward the remainder when available. This will be at no extra cost to you. If preferred you may cancel the item from the order. Please allow five working days after receipt of our dispatch notification for the arrival of your goods.

Why am I prompted to answer some questions?

For some medicinal items we need to ensure that the purchaser is fully competent in the appropriate use of the medicine, so you may be prompted for further information. It is important that you answer these questions honestly, follow the instructions accurately and contact us for further clarification if uncertain or directed to do so. As a matter of animal welfare, we will be unable to supply these medicines unless these conditions are fulfilled. Please see our terms and conditions.  


What is your privacy policy and are my details safe with you?

Yes, your details are safe with us!

We do not even see your payment card details, as these are handled by the market leading Worldpay secure payment service.

We hate spam and junk e-mail. We will never pass on any of your details, unless required to do so by law.

We will always contact you to confirm the status of your order. We may subsequently contact you to clarify certain aspects of the order.

We will contact you with additional information only if you specifically ask us to.

Please see our terms and conditions.

What is your returns policy?

Please see our terms and conditions.

Medicinal items may not be returned for refund, unless to correct an error on our part, or during an official recall (in which case we will contact you.) It is therefore very important that you select these items with care. 

If returned in good condition most other items will be fully refunded, however, the customer is responsible for the cost of returning the goods to us.

In all cases a returns number will be required.

Please click here to contact us regarding returns queries.

How can I contact you?

Should you have any cause for complaint, comment or praise please click here or see the contact us section.

How can I be sure you are genuine?

Please note our registration details from the about us page.

You can find our details registered with the General Pharmaceutical Council. The registration database is searchable online. Click here.
Do you charge VAT to Jersey or Channel Island customers?
VAT is no longer charged for qualifying Channel Island residents. This only affects orders from customers resident in the Channel Islands for delivery to the Channel Islands, all other orders will be subject to VAT at the current UK rate. To qualify for this exclusion please ensure that the county/area details are completed correctly.
Please note that our website assumes customers are resident in the UK mainland and so will show standard delivery charges and prices including VAT. When the address details are completed the delivery charges will be re-calculated and the product prices in the shopping cart will be shown without VAT.

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