GoVets Knowledge Base

Due to our integration with our suppliers, it is very difficult to cancel orders and in many cases, the orders are already placed within minutes by our suppliers. 

If you must cancel your order, you must login to your account and submit a cancellation request for your order on our Get Help page.  We respond to cancellation requests within approximately 1-2 business days. We reserve the right to refuse order cancellation requests for orders that have been processed and are in one 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 normally shows up as a credit on your card within 1 to 2 business days after being received, but can take up to 5-7 business days depending on the financial institution.  If we are able to successfully cancel your order, an administration fee of 2.5% will apply to order cancellation requests submitted 24 hours after the order was placed.  You agree to contact GoVets Support if there are any questions or concerns regarding your refund.

If your order has shipped and you refuse delivery and return the item to the sender, you are responsible for any additional delivery charges that may be incurred to return the item(s) to the sender along with any restocking fees, up to 15% of the product purchase price. 

If you must cancel a backorder and you previously provided GoVets a written authorization (via email) to process the backorder and accept the backorder timelines, you must login to your account and submit a cancellation request for your backorder on our Get Help page.  If we are able to successfully cancel your backorder, an administration fee of 2.5% will apply to all backorder cancellation requests submitted five (5) or more days after we originally received your written authorization to wait on the backorder timelines.

Please refer to GoVets Terms and Conditions for additional details.