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What happens if my order arrives with missing or defective items?

1009 views June 21, 2021

When your product arrives with missing or defective items, go to our Help Page and contact us about your order as soon as possible. If your order is within the Return window specified in our Return Policy, you may be eligible for a zero-cost return and refund. If your order is outside this window, then we strongly suggest reaching out to the manufacturer to address issues regarding these defective or missing parts.

If you reach out to our support team, we can also try to put you in touch with the manufacturer, but in most cases, we have determined that customer's have better and quicker results with reaching out directly to the manufacturer.

If you need to contact GoVets Support or reach out directly to the Manufacturer regarding a missing item, please make sure to have all the following items ready:

Contact Information
Order Date
Order Number
Copy of your original Order
Manufacturer and Brand Name (they are often different)
Product Name
Manufacturing Part Number (MPN)
Product SKU (when reaching out to GoVets)
Name of missing or defective item or component (if known /available from the installation instructions).
Serial Number or Part Number of the specific defective item or component (if known / available from the installation instructions).
Photos of defective or missing parts
Additional Information / Description of the issue