FAQ
What countries do you ship to?
We currently ship to customers in the United Kingdom and the United States.
Do you offer free shipping?
Yes. We offer free standard shipping on all orders to the United Kingdom and the United States, including remote or non-metropolitan areas. No minimum purchase is required.
Where are orders shipped from?
Orders are fulfilled from our distribution centres in the United Kingdom and the United States.
UK orders are shipped from our UK warehouse, and US orders are shipped from our US fulfilment facility.
In limited cases, fulfilment locations may vary due to stock availability.
What is your order processing time?
All orders require a handling time of 1–2 business days (Monday to Friday) before dispatch.
What is the order cut-off time?
The order cut-off time is 6:00 PM Eastern Standard Time (EST).
Orders placed before this time on a business day will begin processing the same day.
How long does delivery take?
Delivery time consists of handling time plus transit time.
Handling time:
1–2 business days (United Kingdom and United States)
Transit time:
United Kingdom: 3–5 business days
United States: 4–7 business days
Total delivery time is the combined handling and transit time.
Are delivery times guaranteed?
Delivery times are estimates and may be affected by factors outside our control, such as public holidays, weather conditions, customs processes, or courier delays.
Which shipping carriers do you use?
We work with reliable courier partners, including Yodel and Royal Mail in the United Kingdom, and DHL, FedEx, and USPS in the United States.
Will I receive tracking information?
Yes. Once your order has been dispatched, you will receive a shipping confirmation email with tracking details.
What payment methods do you accept?
We accept Visa, Mastercard, Maestro, Visa Electron, JCB, Diners Club, Discover, and PayPal.
Is my payment information secure?
Yes. Our website is protected by SSL encryption.
All payments are processed through secure third-party payment providers.
We do not store or have access to your full credit or debit card details.
Can I cancel my order?
Order cancellation requests may be refused once processing has begun or if the order has already been prepared for dispatch.
Please contact our Customer Support Team as soon as possible if you need assistance.
What is your return policy?
We accept returns of new, unused products only.
Products that have been opened, used, or are not in resalable condition are not eligible for return.
Do you have non-returnable items?
We do not maintain a specific non-returnable product list.
Eligibility is determined by the condition of the product upon return.
Do you charge a restocking fee?
No. We do not charge any restocking fees.
How do I request a return?
Before returning any item, you must contact our Customer Support Team to obtain return approval.
Returns sent without prior approval may be refused.
Who is responsible for return shipping costs?
Return shipping costs are the customer’s responsibility in all cases.
What if the return is due to a product quality issue?
If you believe your product has a quality issue, please contact us with clear photos of the item.
Once the issue is confirmed and the return is approved, you may return the product at your own cost.
After we receive and inspect the returned item, we will reimburse the return shipping cost.
Shipping reimbursement requires a valid receipt or invoice and has no maximum limit.
Where should returned items be sent?
Returns from the United Kingdom must be sent to our UK warehouse.
Returns from the United States must be sent to our US fulfilment facility.
The correct return address will be provided after return approval.
Do you collect personal information?
Yes. We collect personal information necessary to process orders, provide customer support, and operate our website.
Do you store payment card details?
No. We do not store credit or debit card information. All payments are handled by third-party payment processors.
Do you use cookies or analytics tools?
Yes. We use cookies and analytics tools, including Google Analytics 4 and Google Ads, to analyse website usage and improve our services.
By using our website, you acknowledge that such data is collected automatically.
Do you use a cookie consent banner?
Our website does not currently use a cookie consent banner.
By continuing to use the site, users consent to the use of cookies as described in our Privacy Policy.
Can customers leave reviews or comments?
Yes. Customers may submit reviews or comments on our website.
Any content submitted is user-generated and publicly visible.
How can I contact customer support?
You can contact our Customer Support Team by email at support@vetcertif.com .
Service hours are Monday to Friday, 9:00 AM to 5:00 PM Eastern Standard Time (EST).
We aim to respond to all enquiries within 24 hours.