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Frequently Asked Questions

Website Queries:
General problems accessing or buying from our website:

If you are experiencing any problems such as placing an order, payment issues or any other problems please feel free to contact us via email contact@bestvetcare.co.uk and let us know the issues you are experiencing. Also, if you happen to get an error code please include this in the e-mail.

Having Problem accessing your account:

If you have forgotten your password please request your password using the link during login and your password will be e-mailed to you.

Order Queries:
How to Cancel an Order?

If you would like to cancel your order please email your request immediately to contact@bestvetcare.co.uk. Please provide your order number and the reason for cancellation and we will cancel your order and send you an email confirmation along with your refund details.

Please note that this can only be done if the order is not already in process of shipping at our warehouse or has not already been shipped.

I have received a damaged item, what should I do?

Please email us details of the damage that has occurred to your order during postage and any other relevant information at contact@bestvetcare.co.uk. We will get back to you as soon as possible and rectify the problem for you.

I have not received my order?

Most orders are dispatched within 2 working days. If you have not received your order within 10 business days then please contact us via contact@bestvetcare.co.uk and we can look into this further for you. Please note we have to allow 10 business days from date of dispatch of your order for Royal Mail to deliver before we are able to investigate.

I could not apply discount code while placing my order?

Payment is taken at the time of order. Once an order has been made the discount cannot be applied to the order any longer, unfortunately. We cannot refund or reimburse a discount if a code was not applied at the time of placing the order online. Discount codes and coupons can only be used through the website. However, for you next order we will increase the discount to accommodate your first discount. Please send us an email at contact@bestvetcare.co.uk before placing your next order.

How can I check the status of my order?

After placing your order you can access your account online HERE and enter your email address and password to check the status of your order.

You can also send us an email with your order number at contact@BestVetCare.co.uk to check the status.

Will you give my details to third parties?

No. Your details will not be given or sold to any third parties. This is the promise we make to our customers.

How much does postage and shipping cost?

We only charge £ 2.99 or € 3.59 for shipping your order, irrespective of the size of your order.

How long will my order take to arrive?

We ship orders within 48 hours and our orders generally arrive within 5-10 days depending on the country it is being delivered to.

We recommend that you allow sufficient delivery time and place orders accordingly.

If you have not received a shipping confirmation email within 5 business days of placing your order, please check that the email has not been stopped by a spam filter. If you haven't received the shipping confirmation email or you do not receive your order within 10 days of shipment, please email us contact@bestvetcare.co.uk.

Is shopping with BestVetCare.co.uk secure?

Buying online from BestVetCare.co.uk is safe and reliable. To ensure your payments are secure we use the latest available 256 bit encryption technology (also known as SSL Technology).

Your credit card details are never sent by email and we will never disclose your details to anyone without your permission.

What do I need to do if I want to change my order?

Please contact us immediately by email at contact@bestvetcare.co.uk

Since orders are shipped within 24-48 hour, it is important that you let us know of any changes as soon as possible.

Will you keep my personal details private?

Yes. We understand that your privacy is important, that's why we will never pass on your name, address or email address to anyone without your permission.

The information you provide to us is secure and only held for the purposes it is provided, such as processing payment and dispatching your order.

I have a coupon code, how do I use it?

If you have a valid coupon code, you can enter it in the coupon code box on the shopping cart to receive your discount. Once you have entered the code, press the Update button. If the code is valid you will see the discount applied to your total. You can then proceed to check out.

How and when will I get Refund?

In case you are due for refund due to cancellation of order, partial refunds etc we will refund the amount to your card via which you have paid us. This amount will show in your account/card within 3-5 days. We process all refunds within 1-3 days.

Are your products genuine brands?

We only supply genuine brand name products. To ensure quality control we buy directly from manufacturers or authorised wholesalers.

My credit card statement shows a "foreign card fee" or "International Fee" as well as my payment to you?

Due to the credit crunch some of the banks have become ingenious and started charging customers an additional transaction fee. Hence a small fee may be levied by your bank to process your online transaction.