How Can We Help You Today?
At Covetrus, we take pride in helping our customers every step of the way. We understand each Practice is unique and needs supporting in different ways. Here, you can discover everything you need to know about opening an account, placing orders, deliveries, returns and refunds, all in one place. If you can’t find your answer here, our dedicated customer service team is only a call or email away.
General Information
What are your opening hours?
Our opening hours are:
Sunday: 1:00 am – 3:00 pm (electronic/email orders only)
Monday – Thursday: 8:00 am – 7:00 pm
Friday: 8:00 AM – 5:00 pm
Saturday: Closed
Accounts & Orders
How do I create an account?
To open a new account, you can either contact your dedicated Area Representative directly or fill out our online form by clicking here.
How do I place an order?
You can place an order in a few different ways:
- Online: Order online via a practice management system or via Connect.
- By Phone: Give us a call, and we can take your order over the phone.
- By Email: Email your order to us, and we will process it for you.
What are your order cutoff times?
Orders have important cutoff times to ensure timely dispatch.
- Standard Orders (Monday-Thursday): The cutoff time is 7:00 pm.
- Standard Orders (Friday-Sunday): The cutoff time is 3:00 pm on Sunday.
- Courier Orders: The cutoff time is 5:00 pm. Orders must be placed by 4:00 pm for a 5:00 pm pickup. Orders placed after these times will be processed on the next business day.
Can I make changes to my order?
Yes, you can request changes to your order by contacting our customer success team directly at our head office. We recommend reaching out as soon as possible, as changes cannot be guaranteed if the order has already entered the picking stage.
Returns & Refunds
What is your returns policy?
We accept returns for eligible items, such as faulty goods, incorrect orders, or unwanted items. The items must be in their original, unused condition with all tags and packaging intact.
Important Notice Regarding Delivery Issues: Delivery issues must be reported within 25 days of the invoice date. Reports submitted after this period may not be eligible for credit. To ensure a thorough and timely investigation, we strongly encourage customers to notify us of any concerns as soon as possible.
Our return timeframes vary by product type:
- Standard Products: We accept returns within 25 days of the invoice date.
- Pharmaceutical Products: Returns must be received at our warehouse within 14 days of the invoice date.
- Refrigerated Goods: You must call head office on the day of receipt to initiate the return process.
To begin the process, you must fill out a returns note and leave the items in a clear space for a Covetrus UK driver to uplift. The returned items are then processed at the warehouse.
What is your refund policy?
Once your returned goods are received and inspected by our returns department, they will be processed for credit. The refund will then be applied to your account within 1-3 business days.
Legal / T&Cs
All returns and refunds are subject to inspection and approval by Covetrus UK. Delivery times are subject to ADR, courier regulations and bank holidays.
Can’t find the answer you’re looking for?
Contact us on the form below or you can reach the Covetrus UK Customer Service team through the following channels:
Customer Service Head Office: +44 (0) 1387 274700
Option 1: Customer Success – General queries, ordering, CD script queries.
Option 2: Delivery Enquiries – Delivery queries, damages, and short deliveries.
Option 3: Customer Admin – Account info, invoices, and returns.
Specialist Team: ukspecialistsuccess@covetrus.com
General Enquiries: hsi-dl-uk-dunlops-enquiries@covetrus.com
Delivery Enquiries: deliveryenquiries@covetrus.com
Customer Admin: dluk-couk-customeradminteam@covetrus.com