Order related

Where is my order?

DPD-

All orders can be tracked from DPD’s online tracking facilities or via the DPD mobile app, tracking details will be provided via SMS or email once dispatched.

If your order has not arrived however, the status states ‘delivered’ and you require a replacement, please email support@vancatuk.com (within 28 days of purchase) with your name and order number. 

Only part of my order has arrived. What can I do?

Orders weighing over 25kg will be dispatched in 2 or more parcels and may arrive separately.

If the second parcel does not arrive the following working day, please contact support@vancatuk.com

My product has arrived damaged, what should I do?

If your order has arrived damaged and you would like to request compensation*, please email support@vancatuk.com (within 28 days of purchase) with your full name, order number and photographic evidence clearly showing: External Packaging, Internal Packaging, Parcel Label on Item and Damage to the item. All requirements must be provided in order to proceed. 

*If you are eligible for a refund, this will be with you within 3-5 working days once processed.

Can I cancel my order?

Orders can only be cancelled if they have not been processed and dispatched. If you wish to cancel please contact us at support@vancatuk.com immediately, with your full name, order number and reasoning. 

When will I receive my refund?

If you are eligible for a refund, this will be with you within 3-5 working days once processed.

VanCatUK Account

I can’t log onto my account

If you are having problems with your account, please email support@vancatuk.com and state the name and email address the account is linked to. If you know your user ID, even better!

I forgot my password. What can I do?

Send an email to the support@vancatuk.com inbox and state the name and email address the account is linked to. Please also have user ID to hand. 

Is there a subscription service?

We are looking into a subscription service for our loyal customers enabling you to gain discounts, we are hoping for this to be in place by the end of 2021.

Is my personal data safe?

Yes, please click here to view our privacy policy. 

Shipping and Delivery

How long is delivery?

Orders are processed and dispatched within 24 hours, the last daily pick is 1pm Monday-Friday, any orders placed after this time will not be processed until the next working day. Tracking details will be provided by DPD via SMS or email once dispatched. 

Delivery to Zones A & B usually takes place within 1 to 3 working days* 

Delivery to Zone C usually takes place within 2 to 4 working days*

Delivery to Zone D usually takes place within 3 to 5 working days*

*Excl. Weekends & Bank Holidays. Delivery times may vary depending on availability, location and other factors beyond our control. For bank holidays and the Christmas period, please allow an extra day.

I’m in Zone C and D, what does this mean for me?

Zones C and D are not eligible for free delivery.

If you are unsure what zone you’re in, you can use our simple map to see which zone your postcode lies in. 

We have introduced bundles for these zones, which has a flat delivery fee rate. It’s cheapest for you to purchase bundles in these zones as the fixed delivery fee is lower than the general website delivery fees.

Can I bulk buy?

Yes, we have a great Breeder Programme offering excellent rewards and benefits alongside discounted products, learn more about it here.

If you are a wholesaler and want to stock VanCat litter, you might be interested in our Trade Programme, learn more about it here.

If you are a customer (not a breeder or wholesaler) and you want to order in bulk and receive discounts of 5% on your orders (min order 120KG*), please read more here.

General Questions

Is this litter suitable for kittens and which series is best for them?

All of our litters are suitable for kittens. Our W180, G160 & G180 are perfect for kittens as they have a smaller granule size. Making it the ideal product for their sensitive paws!

What is the most popular product?

Our most popular series is the W225, which comes in a wide range of scents. However, if you find that your cat is leaving the tray a little smelly then we would recommend the grey series (G160 and G180) as this is made from active carbon and has a higher odour retention – though this series is unscented.

Do you do free samples?

We do no offer free samples, but we sometimes run giveaways and raffles on our social media so be sure to follow us there – @VanCatUK

Is it clumping?

All of our litters are clumping, they range from super to ultra-clumping. Super clumping is the W225 and ultra clumping (slightly more) is the G160, G180 and W180.

Is it suitable for a litter robot?

All of our litters will work with a litter robot as they range from super to ultra-clumping. Our ultra-clumping range includes, G160, G180 and W180 the litter in these series’ consist of a fine granule that is close to the thickness of sea sand, so not only is it perfect for kittens/ cats with sensitive paws but it works brilliantly with the litter robot due to the consistency of the granule.

Is it biodegradable?

Our litter is made from 100% natural, environmentally friendly and biodegradable calcium bentonite. You can learn more about the litter here, https://www.vancatuk.com/about/

Can I flush it down the toilet?

You cannot flush it, however it is 100% natural, environmentally friendly and biodegradable so it is perfectly fine to dispose of in the general waste.

Are the cats put off by the scents?

No, our fragrances are 100% natural and they are fairly subtle, only there to mask the smell of the business in the tray!

Does the litter track?

This can be dependent on the habits of each cat, however, the litter contains everything needed to prevent tracking. VanCat has excellent absorption capacity, absorbing water up to 4-5 times its volume this prevents the litter from sticking to your cats paws and tracking around the house. Customers whose cats have previously tracked the litter have said getting a tray with a lid on it and a little mat in front of the tray has made a difference.

How much will I use?

The amount that you would get through is dependent on your cats habits and the size of your litter tray. If you are new to using VanCat then we would suggest the following: (based on our W225 series).

You would initially need approximately 5.9Lt to fill a standard litter tray. Keeping to our 7cm depth guideline, only removing the clumps/waste (not the entire tray) and keeping the litter topped up as needed. We would estimate that after the initial fill, one 11.8Lt bag should last 1 cat 2 months.

The Grey and W180 series have the highest absorption capacity therefore you may find this litter lasting considerably longer than our W225, though this is completely dependent on your cats toileting habits. 

The product I wish to order is not available at present, can I still order it?

On the item you wish to order, you can sign up for an email notification when back in stock.

Do you have VanCatUK stores?

We do not have stores however, our products may be found in your local pet shop, please visit https://www.vancatuk.com/outlets/

If you are a wholesaler and want to stock VanCatUK, you might be interested in our Trade Programme, learn more about it here.

I have a specific question about a product.

If you can’t find the answer to your question on our website, please email info@vancatuk.com or message us on Facebook (@VanCatUK)