Mainland UK Delivery We aim to dispatch all orders within 1 working day of receiving payment (and a prescription if required). If we cannot do so within 3 working days we will contact you by email. However, please note that delivery is by either Royal Mail, or FedEx Courier and delays can occur beyond our control. Card payments are automatically processed at the time of the order. Our delivery costs are as follows:
| Order Contents | UK Delivery Charges for orders under £60
| UK Delivery
for orders
over £60 | Drugs and other light items
(e.g. Harnesses, Leads, Toys, Treats, etc.) Not including temperature controlled
items, such as Insulin, or Food. | £1.00
(Royal Mail
First Class) | £1.00 extra
(Recorded Delivery
Upgrade on First Class) | £6.00
(Royal Mail
Special Delivery
Next Day) | FREE
DELIVERY | Temperature controlled items
(e.g. Insulin, Pancrex, some Injections) Not including food containing orders.
| First Class Delivery notavailable on TCI orders | Recorded Delivery not available on TCI orders | £6.00
(Royal Mail
Special Delivery
Next Day) | £6.00
(Royal Mail
Special Delivery
Next Day) | Heavy items
(This includes almost all foods, regardless
of quantity ordered or total weight) Including orders containing
temperature controlled items & food.
See below for exceptions. | £3.95
(FedEx Next
Working Day Delivery)
(some exceptions apply, see below)
| Recorded Delivery not
available on food orders | Special Delivery not available on food orders | FREE
DELIVERY
(some exceptions apply, see below)
|
Prices quoted are for delivery to all parts of mainland UK except certain Scottish postcodes (where the price is higher for items sent by courier (e.g. Foods)). Delivery of food abroad (including Channel Islands, N. Ireland and other islands around the UK) is charged at a higher price and free delivery is not available. See the table below for which postcodes fall into which delivery structure and the table below that for the pricing for each delivery structure (items sent by Royal Mail are unaffected by the list below): | This list ONLY applies for items going by courier (not Royal Mail). | | Postcodes | Delivery charge structure | AB31 - AB38
AB41 - AB56 | Northern Scotland | FK19 - FK22
| Northern Scotland | IV1 - IV39
| Northern Scotland | | KW2 - KW14 | Northern Scotland | PA21 - PA33
PA35 - PA40
| Northern Scotland | PH1
PH4 - PH10
PH15 - PH40
PH45 - PH50
| Northern Scotland | HS1 - HS9
| Scottish Offshore Islands | | IV40 - IV56 | Scottish Offshore Islands | KA27 - KA28
| Scottish Offshore Islands | KW1
KW15 - KW17
| Scottish Offshore Islands | PA20
PA34
PA41 - PA78
| Scottish Offshore Islands | PH41 - PH44
| Scottish Offshore Islands | ZE1 - ZE3
| Scottish Offshore Islands | BT1 - BT94
| Northern Ireland | | GY1 - GY8 | Channel Islands
| JE1 - JE4
| Channel Islands | GY9
| Alderney, Sark and Herm
| IM1 - IM99
| Isle of Man | PO30 - PO41
| Isle of Wight
| TR21
TR25
| Isles of Scilly
| | All other UK Postcodes | £3.95 (or free if you spend over £60) |
Delivery charge structure
| Cost of Delivery
| | Northern Scotland | £17.12 for the first 10kg
£0.71 per kg after | | Scottish Offshore Islands | £33.57 for the first 10kg
£0.71 per kg after | | Northern Ireland | £25.02 for the first 10kg
£0.67 per kg after | | Channel Islands | £46.61 for the first 10kg
£1.33 per kg after | | Alderney, Sark and Herm | £62.47 for the first 10kg
£1.33 per kg after | | Isle of Man | £25.02 for the first 10kg
£0.67 per kg after | | Isle of Wight | £12.76 for orders under £60
£8.81 for orders over £60
| | Isles of Scilly | £25.02 for the first 10kg
£0.67 per kg after | | The actual delivery charge will be calculated during the checkout. The prices shown above are for guidance only and are inclusive of VAT. |
VioVet reserves the right to refuse delivery to any address at our discretion, a full refund will be given. Also we can choose to charge extra for delivery to other addresses if we need to but you will be contacted first. All sales are subject to availability of the requested product(s) and VioVet being happy to arrange delivery to your address. It is important to note that orders under £5 (excluding postage) have a low order fee of £1 added during the checkout process. The low order fee is added in addition to the postage fee. If you do not want to pay this fee, we recommend ordering an extra month's worth to increase the order amount. Does your pet need Wormers or Flea Treatments? Packages which weigh less than 1.5kg (which includes almost all medicines) are sent out by Royal Mail, using the method you selected when checking out on the website. Packages with a total weight of more than 1.5kg are sent out by one of our courier services. (Though we reserve the right to use other delivery methods at our own discretion.) You can request heavy items such as diets to be left in a suitable place if no-one is in. This should be done in the "Order Comments" box when making your order or explained to the person on the phone if you ring us. For example, you can ask to "leave items in car port" or "leave in porch" if you wish. This will be at your own risk - if the package is lost or stolen after being left as instructed this will not be the responsibility of VioVet or the courier company. This service is only available on heavy items sent by a courier. Royal Mail are not officially able to offer this service, however if you do give us 'leave instructions' then we will make every effort to put them onto the package anyway. Where it is not possible to make the delivery and a signed-for delivery service is selected, a card will be left stating what has happened and from where you can collect the item yourself. Royal Mail are not able to make repeated attempts to deliver your item - it will have to be collected from your local depot if you are not there to receive it. The courier companies can attempt another delivery, but you will have to arrange this with them once you have the card by calling the number on the card. If a Royal Mail item is not delivered when you would expect it to be then please check with your local Post Office. If it has still not been delivered for 15 working days (3 weeks) from the date is was collected from us then we will resend the item provided that you have checked with you local Post Office/Sorting Office that it is not there. Most items not delivered are found at your local Post Office, even if a card was not left. If we re-send the item and you haven't checked you local Post Office and the original is later returned to us by Royal Mail, you will be charged the "resend" fee of £2.50. Similarly, if an item is returned to the sender by Royal Mail as it has not been collected, then there is a £2.50 charge to resend. Please note that if a Royal Mail Special Delivery package is late arriving, VioVet will not provide any compensation unless we are at fault. If the item is late as a result of Royal Mail's delays and you wish to look for compensation, you must contact Royal Mail directly to claim. It should be noted that Royal Mail will not delivery on Sundays or Bank Holidays and FedEx will not deliver on Saturdays, Sundays or Bank Holidays. Royal Mail Special Delivery is guaranteed to be delivered the day after we send it (not necessarily the day you order it) and on Mondays to Fridays only. Special Delivery items are often delivered on Saturdays, but this is not guaranteed as part of the service. Items needing to be sent by Special Delivery because they contain Temperature Controlled Items (such as insulin) will never be sent on a Friday - we will keep the package back until the Monday to send it. Unfortunately, if an item is delivered late, we still pay the same delivery charge so we are not able to refund any of the cost of delivery to you. If you are ordering both prescription items and non-prescription items, we will wait until we have got the prescription before we send any of the order. The whole order will be sent together. If you wish to have items sent separately, you MUST place two separate orders (and so pay two delivery charges as we need to pay two delivery charges).
Items sent by Royal Mail will normally be delivered at the time of your usual post. Items sent by courier can be delivered at any time before 6.30pm. (It is possible to request delivery by a certain time before this, but it is much more expensive. Email for a quote if you require this service.) Delivery for medicines normally takes 1-3 working days. We do usually have all our listed medicines in stock and around 96% of orders are posted out the same day we receive a completed order (and prescription if required). However delivery can take longer than this and you should allow up to 10 working days if possible. Delivery for foods can take longer. Very often they can be delivered next day, but the less popular diets may take 2 - 7 days to deliver, occasionally longer. Again you should allow 10 days before you actually need them. The reason that we cannot keep all diets in stock is because we stock such a huge range and offer very low prices. Please note: We cannot deliver diet orders abroad (including Ireland, N. Ireland, Channel Islands, etc.) without an extra charge. If in the UK, check the tables above for your postcode and the delivery charge. Collections (Store Pickup) We are now accepting collections. You can come along to VioVet and pick your order up. We do not charge you for this. Collection is by appointment only, so you must phone us (08000 84 26 08) to arrange a suitable time. If you do not do this, we cannot guarantee that your order will be ready for you. For a rough idea of the times that collection should be possible within, see the table below: | Day | Times | | Monday - Friday | 9am - 7pm | | Saturday | 10am - 3pm | International Delivery We can post items abroad, but there is an additional delivery charge. Postage to Europe is usually a flat rate of £10 for a 2-3 working day delivery service that is trackable and insured up to £500. If you live in Europe and would like to purchase from VioVet, then please contact us before you order and we shall make special arrangements for you and agree on a postage rate. Heavy items such as food cannot be sent abroad because of high shipping charges. If sending a prescription from abroad, it must be signed by a vet who would be qualified to work in the UK. It must also be written in English and contain all required details, including, but not limited to, the date, dosage, quantity to be supplied and strength. It should also be written filled in on our template (here). Prescriptions from abroad must also have the original sent to us and not a copy - i.e. you will need to post it to us, faxed and emailed prescriptions are no longer acceptable from abroad. We can also deliver to the rest of the world. Please contact us before making a purchase so that we can make special arrangements for you and agree on a postage rate.
Returns Policy If VioVet sent the wrong item, but the correct item was ordered VioVet will post out the correct item with an self-addressed envelope enclosed with stamps on it so the customer can return the item to us. If this item is a prescription item, we will legally have to receive the original back before sending the replacement - In this case the item MUST be returned by Royal Mail Standard First Class, if the item is returned by another method (such as Recorded Delivery, Special Delivery or Courier) only the cost of First Class for this item would be refunded to the customer. VioVet will not charge the customer anything else.
If customer orders the wrong size/type (not including Prescription items) Customer can return the item to VioVet at their expense. Once we have received it back, we will refund the customer 90% of the cost of the products in their order (we keep all of the original postage charge). NO REFUND IF OPENED/UNSEALED/NOT IN ORIGINAL PACKAGING. If a credit is to be made and the customer will be purchasing the correct size, a gift voucher should be given to customer to use on new order. If a credit is to be made, but no new order is to be made, the refund is made by cheque/refunding the credit card.
A new order with a new postage charge must be made for the new item. The correct item is sent.
If customer orders the wrong size/type (Prescription items) Cold, Chilled or other Temperature Controlled items cannot be returned for a refund under any circumstances. By law we cannot accept return for a refund for any prescription items unless VioVet sent the wrong item, unused prescription medication cannot be sent back for a refund. |
