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Itch Frequently Asked Questions
How much should I pay for delivery?
Itch delivery is free for all shop orders over £20.
If your order is under £20 they charge £4.99 delivery.
Luckily, Itch has every product your pet will need so you’ll have your pockets filled in no time!
What is the shelf life?
The shelf life is up to two years if it’s kept in the resealable pouch. Unfortunately, they can’t guarantee the shelf life if it is transferred into different packaging, including the tin.
They recommend keeping the pouch in their handy tin.
When will I receive my refund?
In order to get a refund, your item must be returned to them. The only exception for this is if the pack is missing in post or has arrived faulty.
Refunds can take up to 7 working days to show back on your original method of payment due to standard bank clearing times. Refunds are processed within 14 days once they receive the goods back from you.
Please contact them on 020 3370 0905 or [email protected] with proof of postage from your return if you have not received your refund within 14 days. Their team can then ensure this has been processed for you.
Am I covered for my claim?
If they reviewed your pet's medical records and excluded any pre-existing conditions when you took out your policy, you'll find them listed on your Certificate of Insurance.
If you're unsure about the amount of vet fee cover you have left, you can check this in the Itch Insure Hub.
If you're worried about any conditions that may not be covered, bear in mind any pre-existing conditions aren't covered.