New Website FAQ

We’re making improvements to our website to provide a better experience for our customers. As part of this process, the scheduled order system is temporarily unavailable. We understand this may be inconvenient and apologise for any disruption this may cause.

Our scheduled order feature is temporarily unavailable while we work on upgrading it as part of enhancements to our website. These changes will help us offer a more reliable and user-friendly service in the future.

We’re excited to bring you an improved scheduled order system, but the exact date for its return hasn’t been confirmed yet. We’re working hard to ensure it’s back as soon as possible. If you have an account with us, we will let you know or please check back on our website and subscribe to emails for the latest information.

The introduction of our new website has meant that we have not been able to carry across your order history to your account. If you do need help with an item you have ordered previously, but cannot remember exactly what it was, our team will be able to assist you. You can call them on 01379640042 or email support@animeddirect.co.uk. Any orders placed on our new website will be retained in your order history.

Any orders you place on our new website will have the invoice attached which you can view, download and print. For invoices of orders placed on the old Animed Direct site, please email our team at support@animeddirect.co.uk or call us on 01379640052.

Our new website does not currently have an option to cancel your order online but this will be reintroduced shortly. In the meantime you can email cancels@animeddirect.co.uk or call us on 01379640052.

You can email cancels@animeddirect.co.uk or call our team on 01379640052.

We have changed our payment provider from Worldpay to Globalpay. We do not hold your card details here but we did have secure links to your payment company. With a new provider, those links will need to be renewed. After you have made your first payment, you will not need to re-enter your card details again.

Because we have a new payment provider - Globalpay - you will need to enter your card details again the first time you order on our new website. Once you have done this, you will not need to enter those details again.

Your medication and food items will be dispatched seperately to avoid any delays one may have on the other. You will receive seperate dispatch emails for your food and medication.

We no longer show how long it will take to get your item on our product pages. Instead this is displayed in your basket. As items are added to your basket we are able to calculate and provide an accurate estimate of when you will receive them.

Our new delivery time frames include the amount of time it will take our Prescription Operations team to assess and allocate your prescription to your account, where relevant. This change reflects a more accurate delivery timeframe and has been altered based on customer feedback. The extra allowance does not include those situations where our veterinary staff have to raise a query with you or your practice about the prescription. Please keep in mind these may take slightly longer.

We have temporarily removed the order tracking feature from your account while the new Animed website gets up and running. However, you can track your parcel(s) through the link that will have been included in your dispatch email.

With the introduction of our new website, we have only transferred any active pets onto your account. This new change to our website will also mean any pets you archive in the future will no longer be visible. If you should need information on your archived pets, you can call our team on 01379640052 or email support@animeddirect.co.uk.

No, Animed remains exactly as it was before. We have the same owners and, more importantly, the same team that you are used to dealing with.

We’ve updated our website to better serve our customers and reflect our commitment to providing the best possible experience. The changes include a fresh new look and enhanced features designed to make shopping for your pets even easier and more enjoyable. These updates are part of our ongoing efforts to grow and improve while staying true to our mission to be the most trusted online pet retailer.

Livechat is only temporarily unavailable while we get the new Animed website up and running. We will be reintroducing it soon.

We do not have a date for when Livechat will be reintroduced but it will be back soon.