Help & FAQs
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 you require further assistance please email support@vancatuk.com 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?
We do extensive quality checks before the parcels leave our warehouse however, in some cases your parcel may arrive damaged. If your order has arrived damaged and you would like to request compensation*, please email support@vancatuk.com (within 14 days of purchase) with your full name, order number and photographic evidence clearly showing: full external packaging, full internal Packaging, DPD parcel label on the box, damage to the box and product and a full image of the product. All requirements must be provided in order to proceed.
*We provide compensation proportionate to the damage/litter lost and 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.
Returns & Exchanges
If you wish to return or exchange an unopened item, products must be securely shipped in an outer packaging (cardboard box) to: VanCatUK, VanCatUK, Hammond House, Limekiln St, Dover, Kent, CT17 9EF.. If the items arrive damaged you will not be entitled to a full refund and we do not provide prepaid return labels, you are responsible for covering shipping costs to return.
How does my parcel arrive?
Your parcel will arrive in a double walled cardboard box marked with fragile tape. Orders weighing up to 30kg will arrive in one parcel, with some exceptions.
Shipping and Delivery
How long is delivery?
Orders are processed and dispatched within 24 hours on working days*
Our delivery partner (DPD) provides tracking facilities online or via their mobile app, tracking details will be provided by DPD via SMS or email. Please note you are able to change your delivery preferences after your order has been shipped via the DPD app, however please check DPD’s terms and conditions before doing this.
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.
For further assistance, please email support@vancatuk.com
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 mid of 2022.
Is my personal data safe?
Yes, please click here to view our privacy policy.
General Questions
What's the perfect litter for me?
Click here and let us help you pick the perfect litter for you by answering a couple of questions concerning your needs.
How do you use VanCat?
Click here to view how to use your VanCatUK litter & see the litter in action
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 5.9kg 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 11.8kg 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.
Where do I apply my discount code?
You can apply your discount code at the basket page prior to checkout
Is this litter suitable for kittens and which series is best for them?
All of our litters are suitable for kittens. Our W180 & G160 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 G225) as this is made from active carbon and has a higher odour retention – though this series is unscented.
Do you have offers?
Yes! All offers can be viewed here.
Do you do free samples?
We do not 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. However, if you prefer a finer granule our ultra-clumping range includes, G160 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 and environmentally friendly calcium bentonite. Unfortunately, it is not biodegradable. 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 and environmentally friendly 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 mainly being sourced from flowers. They are fairly subtle and 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.
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 support@vancatuk.com or message us on Facebook (@VanCatUK)
What are the tray dimensions?
50.5cm length , 34cm width , 10cm depth (not including lid) and 19 cm with the lid attached
How do I assemble the cat litter tray?
Step 1 – Decide your desired format for the tray. You have the option of adding a footplate and tray lip.
Step 2 – Footplate installation – place the footplate onto the main tray base via the grooves.
Step 3 – Tray lip installation – attach the tray lip onto the tray base and ensure that it is fully secured
Is the Calcium Bentonite clay mined sustainably?
Calcium Bentonite clay is found really close to the surface, meaning we don't have to use explosives or machinery with high emissions to extract it. Once a site is closed and all extraction has been completed, we plant trees in the space.
Can I use the litter outdoors?
We do not recommend having the tray outside. Calcium Bentonite can capture the moisture in the air, therefore reducing the efficacy of the product in the tray.
