Return Policy

Initiating a Return or Exchange

To request a return or exchange, please submit a  Support Ticket Request form and select either Return Request or Exchange Request under Request Type.

After your request is reviewed, GoVets will coordinate with the supplier (when required) and provide you with return instructions and an approved Return Merchandise Authorization (RMA), if applicable.

1. Return Eligibility

• Unless otherwise stated on the product page, returns are accepted within 14 days of delivery.
• Products marked Not Returnable on the product page are not eligible for return.
• Your return request must be submitted to GoVets within 14 days after delivery.
• Certain products require supplier approval before a return can be authorized. Please wait for GoVets to provide return instructions before shipping any items back.

2. Damaged, Incorrect, or Missing Items

If your shipment arrives damaged, contains the wrong item(s), has missing quantities, or otherwise does not match your order, you must notify GoVets Support within two (2) days of delivery.

To help us process your claim quickly and protect both our customers and supplier partners from fraudulent claims, please include:

• GoVets Order Number
• Photos of the outside of all shipping boxes/packages
• Photos of all items received and package contents
• Photos of all serial numbers and/or part numbers (when applicable)
• Photo of the packing slip
• A brief description of the issue and whether you are requesting a refund or an exchange

Important:

• Please retain all original packaging, packing materials, and documentation for at least 30 days after delivery.
• Returned products must be shipped in their original packaging with all original contents. Returns that are incomplete or improperly packaged may be rejected.

3. Return Shipping & Restocking Fees

Unless otherwise noted on the product page:

• Customers are responsible for return shipping costs.
• Returns and exchanges are subject to a 20% restocking fee.
• Returns missing required documentation or information may be subject to an additional 10% handling fee.

If your product arrives damaged or defective, notify GoVets Support within two (2) business days of delivery. Approved damaged or defective item returns will not be charged return shipping or restocking fees.

All approved returns must include:

• Your GoVets-issued RMA Number
• All original packaging, documentation, accessories, packing slips, manuals, and included contents

Tip: Before shipping your return, we recommend taking photos of the item, packaging, and your return shipping label (including the tracking number) for your records.

4. Refunds

Refunds are processed after your return has been approved.

• Credit Card Purchases: Refunds, less any applicable fees, are generally initiated after GoVets receives valid tracking information for an approved RMA.
• Other Payment Methods (including PayPal, ACH, financing, Net Terms, or other payment options): Refunds are processed after the returned item has been received and inspected by GoVets or the supplier.

GoVets reserves the right to delay any refund until the returned product has been inspected and verified.

If the returned item does not match the original product shipped, the customer will remain responsible for the purchase price and any additional applicable costs.

If you have questions regarding your refund status, please contact GoVets Support.

5. Items Kept Beyond the Return Period

If a return request is not submitted within the applicable 14-day return period, GoVets will consider the item accepted by the customer and no longer eligible for return, unless otherwise required by law or specifically stated on the product page.