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 First Class Recorded, Business Post or Fastway Couriers and delays can occur beyond our control. We do not process card payments until we are ready to dispatch your item. Our delivery costs are as follows:
| Order Contents | Delivery Cost | Drugs and other light items
(e.g. Harnesses, Leads, Toys, Treats, etc.) | £1.00
| Heavy items
(This includes almost all foods, regardless
of quantity ordered or total weight) | £3.95 |
Prices quoted are for delivery to all parts of mainland UK except certain Scottish postcodes. All sales are subject to availability of the requested product(s). 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. Packages which weigh less than 1.25kg (which includes almost all medicines) are sent out by Royal Mail First Class Recorded Delivery. Packages with a total weight of more than 1.25kg are sent out by one of our courier services. (Though we reserve the right to use other delivery methods at our own discretion.) Please note that all orders are sent out by a "sign-for" service, which means that someone must be in to receive them. 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. 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. This service is only available on heavy items sent by a courier. Royal Mail are not able to offer this service. Where it is not possible to make the delivery, 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 and have not left instructions on where it can be left. The courier companies can attempt another delivery, but you will have to arrange this with them once you have the card.
Items sent by Royal Mail will be delivered at the time of your usual post. Items sent by courier can be delivered at any time before 5.30pm. (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 diets can take longer. Very often they can be delivered next day, but the less popular diets may take 3 - 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. Please contact us for a quote (saying the weight of the food to be ordered) before placing the order online. 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 - 5pm | 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. 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 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. |
