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Customer Services

Customer Services


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 14,000 products not all items are available to every destination specifically rural Scotland, Highlands and UK offshore postcodes.

We offer Standard Shipping for mainland UK which for lighter items is Royal Mail 48 or 2 Working Day Courier Delivery for heavier items. For more urgent orders Express Shipping is also offered which is Royal Mail 24 for lighter items or 1 Working Day Courier Delivery for heavier items. All higher value items are shipped tracked for customer reassurance and peace of mind.

Rates exclude Prescription Medicines or Items over 80cms in length (long lengths). These charges are item specific and can be calculated before checkout once items are in your basket.

Our order cut-off time is 4pm daily. Orders placed after this time will take 1 working day longer than the delivery estimate displayed. We also have a 1 working day dispatch time. Please consider this when ordering your item to arrive for a specific event especially for Express Shipping orders. If you are unsure when your item will arrive or need something for a specific date please contact us BEFORE you place your order so we can discuss your options and you are not disappointed.

If your order is dispatched by courier it will be with you as specified following our 1 day processing time. The courier may need to obtain a signature on delivery so please specify an address where you will be present during weekday working hours. Working days are Monday to Friday excluding bank holidays.

*Please Note - Other than Royal Mail services all other shipping rates (including items over 2Kg and long length items over 80cms) exclude Rural Scotland, Highlands & UK Offshore postcodes AB36-38 AB55-56, FK17-21, IV1-39, KW1-14, PA21-40, PH19-26, PH30-41 & PH49-50. Northern Ireland postcodes starting BT. Isle of Man postcodes starting IM. The Channel Islands GY and JE postcodes, Isle of Wight PO postcodes, Scottish Islands, HS1-9, IV40-51, IV55-56, KA27-28, KW15-17, PA20, PA34, PA41-49, PA60-78, PH42-44, ZE1-3, & Scilly Isles postcode TR21. Please contact us for advice on shipping your order items where they may be eligibale for our Remote areas delivery charge of £12.99

For available European destinations we use Royal Mail, DHL or DPD tracked shipping for all consignments which take 2-5 days. Exceptions include European items and goods over 60cms in any one length. Please contact us in advance if you are unsure.

Orders placed with the incorrect shipping service for your postcode or country will be held until we have contacted you to quote the correct shipping excess or cancel your order.

If you have any questions, are unclear about an item or delivery please contact us directly on 0345 867 9427 (local rate) Mon-Fri 9.00am - 5.30pm.

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.

Shipping rates are calculated by Total Order Weight and can be calculated once items are added to your basket before your enter payment details. We offer a 5% discount for multi-item orders (Excluding Medicines)

NEW! Free Click & Collect Service

Web orders can now be collected in person for free from our partner store below between the hours of 10.00am - 5.00pm (Monday to Friday) & 10.30am - 4.00pm (Sundays).

Active Outdoors
9 Church Street

Tel. (01335) 684685


*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 (2-3 Days)  
From 0.00 Kg To 1.99 Kg £3.99
From 2.00 Kg To 5.99 Kg £5.99
From 6.00 Kg To 9.99 Kg £7.99
From 10.00 Kg To 19.99 Kg £10.99
From 20.00 Kg To 29.99 Kg £12.99
From 30.00 Kg To 60.00 Kg £14.99
* For weights over 60.00 Kg please contact us.
Express Shipping (1-2 Days)
From 0.00 Kg To 2.00 Kg £5.99
From 2.00 Kg To 6.00 Kg £7.99
From 6.00 Kg To 10.00 Kg £9.99
From 10.00 Kg To 20.00 Kg £12.99
From 20.00 Kg To 30.00 Kg £14.99
From 30.00 Kg To 60.00 Kg £16.99
* For weights over 60.00 Kg please contact us.
European Shipping (2-5 Days)

Austria, Belgium, Denmark, France, Germany, Ireland, Italy,

Netherlands & Spain ONLY

From 0.01 Kg To 20.00 Kg £15.99
From 20.01 Kg To 40.00 Kg £31.98
From 40.01 Kg To 60.00 Kg £47.97
* For weights over 60.00 Kg please contact us.


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.


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


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.




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.


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.