Placing Your Order
It's as easy as 1, 2, 3...
Placing your order via the website
Alternative Ordering Methods
1. Register / Sign into your account via the login icon at the top right-hand corner of the website.
1. Contact our friendly Customer Service Advisors by calling 0161 428 1440 or emailing [email protected]
2. Access the full IMS product portfolio by searching the code, viewing our product categories or through your favourite lists and add these items to your basket.
2. Tell us what item SKU's and quantities you would like to purchase so we can fulfil your order.
3. Click "Checkout", select to receive your FedEx delivery notifications and your order will be picked, packed and dispatched for next working day delivery (or 48hr delivery, if selected).
3. Your order will be picked, packed and dispatched for next day delivery.
Delivery & Returns
Delivery
For UK Mainland, delivery is free on all orders over £50 (net). Orders below £50 will incur a Delivery charge of £6.15 for next-day delivery.
You will also have the option to select 48-hour delivery for orders placed between 2pm and 5pm, Monday through Thursday, with an option to select a sweet treat or a 25p donation to Vetlife.
*Please note: Some areas of Scotland may incur a two-day delivery time, due to courier services.
For International/Overseas/Export customers, delivery charges depend on the number of items ordered and geographical delivery destination. Delivery charges will be quoted before shipping.
We are open Monday to Friday, from 8.00 am until 6.30 pm to answer any questions you may have but we do need to rest on Weekends & Bank Holidays so are unfortunately closed. Any orders placed after 5.00 pm or at the weekend/bank holidays, will be processed the next working day. Where possible, we endeavor to process and despatch all orders placed before 5.00 pm the same day. Upon delivery, you must inspect the goods carefully for damage as IMS EURO Ltd is unable to accept responsibility for damage in transit, shortage of delivery, or loss of products unless the customer advises us within two working days from the date of delivery.
Returns
Discrepancies
If you have an issue with the order you have placed such as an item missing/damaged/incorrect, please call us on 0161 428 1440 within two working days of delivery so that we can:
- Understand the product or order issue and agree on the most appropriate resolution with you.
- Authorise a Return and issue you with a Returns Form which must be printed by yourself and included in the box with the goods before returning to IMS Euro Ltd.
Non-faulty Goods
If you would like to return an item that you may have over-ordered or no longer require please call us on 0161 428 1440 within ten working days of delivery so that we can:
- Ensure the goods are in their original packaging & in a saleable condition.
- If a return is authorised, issue you with a Returns Form which must be printed by yourself and included in the box with the goods before returning to IMS Euro Ltd.
***Goods not accompanied by a Returns Form will not be processed.
All returned goods must be received by IMS Euro within 10 working days from the date of an Authorised Return unless in exceptional circumstances and, by prior agreement. All returned items must be in the original packaging, in a saleable condition except in those circumstances where an item has been received as damaged. The cost of returning damaged and incorrectly supplied goods will be borne by IMS Euro in respect to the collection or, reimbursement of carriage costs at standard Royal Mail rates. The cost of returning items that have been ordered in error or are no longer required will be borne by the customer including, a 10% restocking and admin fee.
*Please Note: Any Special Order Items are purchased on a non-return basis.
Any Warranty provided with these products is supplied by the manufacturer.
In the event of an issue with a Special Order Item, please contact our customer service team who will be happy to provide the relevant information.