How to Report Missing or Damaged Items on GoVets Orders
This article explains how to resolve missing or damaged items from your GoVets order and what to expect during the resolution process.
Summary
- If an order arrives with missing or damaged items, provide a photo of the damaged item and contact GoVets Support. GoVets will coordinate with the supplier to obtain a credit for the missing/damaged items and will reprocess the order once the credit is received.
What you need to do
- Take a clear photo of any damaged item(s).
- Contact GoVets Support by either:
- Replying to the order-related support email you received, or
- Using the instant live chat on the bottom right of the GoVets home page.
- Provide your order details and attach the photo(s). Indicate which items are missing and which are damaged.
What GoVets Support will do
- Submit the damaged-item photo and missing-item report to the supplier.
- Request a credit from the supplier for each missing or damaged item.
- Reprocess the order after the supplier issues the credit.
Timing
- Obtaining a credit memo from the supplier can take about one week. Support may follow up with the supplier to expedite the process when possible.
Handling the damaged item
- Support may ask whether you want to scrap the damaged item or return it. Provide your preference when prompted.
Troubleshooting and tips
- Include clear photos that show the damage to help speed up the supplier credit process.
- When reporting a missing item, identify which item(s) in the order are absent so the support team can request credit correctly.
- Use the live chat for faster, real-time assistance if you prefer immediate follow-up.
Conclusion
- To resolve missing or damaged items: send photos and order details to GoVets Support, they will request supplier credits for the affected items (typically taking about a week), and they will reprocess the order once credits are received.