GoVets Cancellation Policy
As stated in our GoVets Terms and Conditions, here is our Cancellation Policy:
ORDER CANCELLATION POLICY
Cancelling an Order:
If you need to cancel your order, you must log in to your account and submit a cancellation request through the Get Help page. We respond to cancellation requests within approximately 1-2 business days. GoVets reserves the right to decline order cancellation requests for orders that have already been processed and are in any of the following (or similar) states when reviewing your request: Processed, In Fulfillment, Awaiting Shipment, Shipped, Complete. For approved order cancellations, if your payment method was charged, a refund typically appears as a credit on your card within 1-2 business days after being processed, but it may take up to 5-7 business days depending on your financial institution. If we are able to successfully cancel your order, an administration fee of 2.5% will apply to cancellation requests submitted more than 24 hours after the order was placed. If you have any questions or concerns regarding your refund, you agree to contact GoVets Support for assistance.
If your order has shipped and you refuse delivery or return the item to the sender, you are responsible for any additional delivery charges incurred to return the item(s) along with any restocking fees, up to 20% of the product purchase price.
Cancelling a Backorder:
If you need to cancel a backorder after previously providing GoVets with written authorization (via email) to process the backorder and accept its timelines, you must log in to your account and submit a cancellation request through our Get Help page. Cancellation approvals for backorders may take up to ten (10) business days to process to ensure that no fulfillment processes, supplier activities, or related actions have been initiated. Actions may include, but are not limited to, order processing, packaging, shipment preparation, communication with suppliers, or any other steps necessary to fulfill the order. Some suppliers may notify GoVets that submitted backorders are non-cancellable and non-refundable, in which case cancellation requests will not be approved. If we successfully cancel your backorder, an administration fee of 2.5% will apply to cancellation requests submitted five (5) or more days after we originally received your written authorization to wait on the backorder timelines.
This section above does not apply to non-cancellable and non-returnable products, as specified below.
Non-Cancellable & Non-Returnable Products:
GoVets offers products that are custom-made and/or made-to-order by our manufacturing partners. These items will be clearly marked as Non-Returnable and/or Non-Cancellable in their product descriptions. Once an order for such an item is submitted and processed, GoVets reserves the right to refuse cancellation requests. Although we will make every effort to assist in canceling these orders, it is often extremely difficult to do so once the manufacturing process has begun. As a result, customers are responsible for accepting and receiving these items once the order has been placed and accepted by our manufacturing partners.