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Customer Services

Customer Services

Shipping:

At Smiths Animal Health we pride ourselves on providing our customers with a reliable and consistent delivery service throughout the UK. As we have an inventory of over 9,000 products not all items are available to every destination specifically rural Scotland, Highlands and UK offshore postcodes.

Our advertised shipping rates apply to UK Mainland orders ONLY. For the following Remote Scotland, Highland & UK Offshore postcodes AB, BT, IV, KA, KW, PA, PH, HS, ZE, IM, JE & GY we will always try to fulfill your order where possible for our advetised rates but for heavier or long items please contact us BEFORE you place your order to check delivery availability to avoid your order being cancelled and refunded.

We only currently ship to the UK but hope to add more countries as soon as we have the capacity to meet an increased order volume without jeopardising our excellent customer service reputation for Austria, Belgium, Denmark, France, Germany, Ireland, Netherlands, USA & Canada.

Standard Shipping (3-4 days) for lighter items is generally Royal Mail 2nd Class Post or 48hr Courier Delivery for heavier items. For more urgent orders Express Shipping (1-2 days) is also offered which is Royal Mail 1st Class Post for lighter items or 24hr Courier for heavier items.

All medicines are ship tracked by post or courier for full traceability but may exclude some of the remote Scotland, Highlands & UK Offshore post codes shown above. Please check with us before ordering medicines if you live in any of the post codes mentioned.

*Important Note - Please be aware that all orders received before 4pm Monday to Friday are dispatched the following working day. Friday & Weekend orders received before 4pm Sunday are shipped on a Monday (Excluding Public Holiday) Orders received after 4pm on Sunday will be dispatched on a Tuesday.

UK Heavier or long items orders shipped by courier will require a signature on delivery. Please state an occupied shipping address during weekday business hours for these orders to assist with a prompt and trouble free delivery.

UK Shipping Rates are calculated by Total Order Weight and can be calculated once items are added to your basket before your enter payment details.

 

NEW! Free Click & Collect Service

 

Web orders can now be collected in person for free from our sister store below between the hours of 10.00am - 5.30pm (Monday to Friday) & 10.30am - 4.00pm (Sundays).

 

Active Outdoors
 
9 Church Street
 
Ashbourne
 
Derbyshire
 
DE6 2EL

 

Tel. (01335) 684685

 

MAP

*Please Note* This service is a 48 HOUR option. Orders placed before 4pm daily will be available to collect after 4pm THE FOLLOWING WORKING DAY Monday to Friday. Orders will be held for collection for 7 days before we contact you to take payment for shipping or to cancel and refund your order.

Order items will only be released by shop staff on production of your web sales receipt. Please call the shop to make sure your item is ready for collection if you are making a special journey to collect your item.

For any special requests please call our Customer Service team on 0345 867 9427 and not Active Outdoors.

Standard Shipping (3-4 Days)  
From 0.01 Kg To 2.00 Kg £3.99
From  2.01 Kg To 6.00 Kg £4.99
From 6.01 Kg To 10.00 Kg £5.99
From 10.01 Kg To 20.00 Kg £6.99
From 20.01 Kg To 30.00 Kg £7.99
From 30.01 Kg To 40.00 Kg £14.99
From 40.01 Kg To 50.00 kg £15.99
From 50.01 Kg To 60.00 Kg £16.99
* For weights over 60.00 Kg please contact us.
         
Express Shipping (1-2 Days)
From 0.01 Kg To 2.00 Kg £5.99
From 2.01 Kg To 6.00 Kg £6.99
From 6.01 Kg To 10.00 Kg £7.99
From 10.01 Kg To 20.00 Kg £8.99
From 20.01 Kg To 30.00 Kg £9.99
From 30.01 Kg To 40.00 Kg £15.99
From 40.01 Kg To 50.00 Kg £16.99
From 50.01 Kg To 60.00 Kg £17.99
* For weights over 60.00 Kg please contact us.
         

Returns:

We operate a simple ‘no quibbles’ return policy which put simply is no problem sending something back if it is not suitable subject to three simple rules:

You let us know in writing within 30 days of delivery.
The item must not be used and have all hygiene or security seals unbroken.
The cost of returning the item is paid for by you.

For your peace of mind online or mail order purchases are covered by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and returns meeting the above criteria will be refunded usually within 7 days but no longer than 14 days.

Faulty Items:

We pride ourselves on supplying quality branded products that are individually inspected before dispatch. Quality control is applied at the point of dispatch so we send out very few faulty items. If though there is an undetected problem with your item it may be as a result of a manufacturing defect not obvious when packing your goods and we send these items back to our suppliers for a credit.

In the rare instance you receive a faulty or defective product from us again we adopt a simple returns process and a common sense approach which at times may include offering you discount on faulty goods but this does not affect your rights to return the item for a refund.

Please note we do not offer an exchange service for faulty goods they are to simply returned with your proof of purchase to us for a refund including your cost of return shipping (method to be agreed with us in writing prior to return) so we can return the item to the manufacturer. A replacement item can be ordered in the usual way from our website.

For your peace of mind your purchase is also covered by Sale of Goods Act 1979 (as amended) and the Sale and Supply of Goods to Consumers Regulations 2002.

Important:

In all instances returns or faulty goods must be notified to us in writing to info@smithshealth.co.uk so we can log your return and issue return instructions to assist with an efficient refund process.

Ordering:

We have made ordering from Smiths Animal Health as simple as possible. On our website simply press the 'Add to Cart' button against the items you require and enter a quantity. Shipping is calculated by the weight of your order and this can be calculated as you add item to your basket and before you enter any payment details.

Our website is also optimised for mobile smartphone and tablet use. A simplified layout and secure checkout process (including PayPal) allows you to order or re-order your favourite farm, pet or equine supplies at a time a place convenient to you.

We also operate a telephone mail order service for customers who do not trust the internet although it is very secure and safe. Please select the products you require in advance from our website and call 0345 867 9427 (Mon-Fri, 9.00 - 5.30pm) to place your order and make a card payment over the phone.

Please Note - As an Internet & Mail Order company we do not currently offer a collection facility for customer orders. Our systems are designed for processing a high volume of orders daily and the quickest and most reliable way for you to receive your order is via our delivery network. We are sorry for any inconvenience this may cause.

Payment, Pricing & Promotions:

Payment Options:

We are happy to accept card payment by the following methods:

Credit & Debit Cards;

Visa, Delta, Visa Electron, MasterCard & Maestro.

Other;

PayPal

Pricing:

We always endeavour to offer competitive pricing were possible but this is not to be confused with the lowest price available. As a reputable registered business our prices are fair and represent stock availability, efficient delivery and outstanding customer service and advise. Lower prices offered by other retailers may not include all these factors but we are happy to discuss discounts for bulk or contract purchases on request.

Promotions:

From time to time we run web and social media promotions and special offers. These may be advertised exclusively to a particular group at the exclusion of others. To make sure you do not miss out ensure you follow us on Facebook & Twitter and sign-up to our newsletter and read our blog.

Viewing Orders:

Although it is possible to make your purchase and checkout on our website as a guest we highly recommend creating an account before or during your first purchase to receive the follow benefits;

Check out faster

Save multiple shipping addresses

Access your order history

Track new orders

Save items to your wish list

Updating Account Information:

Once you have created your account you can update it anytime by clicking the 'My Account' link at the top of the home page. Once you have logged-on you will be able to manage your account. If you forget your password please you the reminder link at account log-on.