Our FAQ section is intended to provide general information about GoVets and to help buyers and sellers understand the marketplace, workflow and terminology. You can either enter keywords in the following search bar to review relevant responses, expand one of the three sections below (General, Buyers, Sellers), or submit another question for our team to add to the list.
GoVets is an online marketplace where 100% of the vendors are VA-Verified Veteran-Owned Small Businesses (VOSB or SDVOSB). Government Buyers can use GoVets to perform market research and develop consistent sources of supply from SDVOSBs. Commercial Enterprises can purchase on GoVets as a lower-risk way to meet supplier diversity goals and obligations. Patriotic citizens can thank disabled Veterans for their service by purchasing products on GoVets.
Our purpose is simple - We serve those who have served our country:
At GoVets, every order you place goes directly to a verified veteran business. We are a Socially Responsible Marketplace that was created to support Veteran Business and Veteran Causes - Over 30% of GoVets proceeds go to Non-Profit Veteran Causes of National Significance - Specifically, we have partnered with the National Veteran Small Business Coalition (NVSBC) to further drive We are not a “middle man” - we are simply a resource for Service-Disabled Veteran-Owned Small Businesses. We are the “marketplace of marketplaces” that offers preferential pricing for government purchases. No matter the order size, shipping is always free to the government. GoVets is also a marketplace where patriotic citizens can truly thank disabled veterans for their service. When you shop at GoVets, you are acting on the words, “Thank you for your service!”
VOSB: Veteran-Owned Small-Business.
SDVOSB: Service-Disabled Veteran-Owned Small-Business.
According to VA.gov, the VA is one of the largest procurement organizations in the federal government, annually spending over $3 billion with verified SDVOSBs. A verified firm is eligible to subcontract with VA's large prime contractors and has access to other federal and state agencies that include VA verification in solicitations.
Additional information about SDVOSBs, including the certification process, can be found on the VA's VETS FIRST Verification Program webpage.
GoVets is an online marketplace, similar to Amazon.com in that several vendors sell products and services as part of a marketplace of marketplaces environment. Please read our popular blog post on Amazon vs. GoVets that provides additional information regarding the benefits of using GoVets over other marketplaces, including Amazon.com.
Go to the GoVets Password Reset Link and follow the instructions. Contact email@example.com if you need help.
GoVets products have detailed specifications that help buyers understand the information they need to make a purchase decision as quickly as possible. The following terminology will help you navigate the details of our products.
CA Prop 65 Org Label
CA Prop 65 Wht Flag
|Proposition 65 requires businesses to provide warnings to Californians about significant exposures to chemicals that cause cancer, birth defects or other reproductive harm. These chemicals can be in the products that Californians purchase, in their homes or workplaces, or that are released into the environment.|
|Comparison List (+)||This link allows buyers to add items to a comparison list. The comparison list can then be selected from the GoVets menu item (Top right menu) and buyers can compare several products based on price, features, descriptions, etc.|
|Contract Number||If a product (and pricing) is listed on a Contract Vehicle, this value will specify the Contract Number and is unique to the vendor. This value is only viewable by users logged in as Government buyers (with .mil or .gov email address).|
Country of Origin for the product.
Contract Type - Indicates if a product listing and pricing is listed on a Government Contract, Government Open Market, or Commercial. * This value is only viewable by users logged in as Government buyers (with .mil or .gov email address).
|Gov't Contract Vehicle||Government Contract Vehicle - If a product (and pricing) is listed on a Government Contract Vehicle, this value will specify the Contract Vehicle name (e.g. GSA Schedule 51V). * This value is only viewable by users logged in as Government buyers (with .mil or .gov email address).|
|Green Material Flag||Indicates if a product is made out of green materials or not.|
|Hazardous Material||Indicates if a product contains hazardous material or not.|
|Item #||The unique item number for the vendor on GoVets. Item Numbers may also be called product codes, but are all unique across all products for each vendor on GoVets.|
|Lead Time||The typical time it takes for the item to be delivered.|
|List Price||Price that product sells for before any sales or discounts have been applied. This is often the MSRP (Manufacturer's Suggested Retail Price).|
|Manufacturer||Name/Brand of the company that makes the product (or provides the service).|
|MPN||Manufacturer Part Number - This is the unique item for this product, as specified by the manufacturer.|
|MSDS||A Material Safety Data Sheet (MSDS) provides basic information on a material or chemical product. It contains information on the properties and potential hazards of the material, how to use it safely, and what to do if there is an emergency. Many GoVets products have a Material Safety Data sheets and a URL to the MSDS.|
|Price||Selling price for the product or service before shipping and taxes, where applicable. * For Government buyers, shipping and taxes are always included in the price.|
|Quantity||The Quantity is a selectable value for each product. Buyers can specify the number of products (or service items) that they would like to purchase by adding to their cart. Some products may require a minimum quantity other than 1 before allowing buyers to add the item to their cart.|
|Ship Weight||The weight in pounds (LBS) of the product when shipped. This value is often used when determining shipping costs by our vendors.|
|Shopping List (+)||This link allows buyers to add items to a shopping list. This list will be saved when you are logged in and can be reviewed / updated anytime you log back into GoVets.|
|TAA||Trade Act Agreement Compliance - GSA Schedule Contracts are subject to the Trade Agreements Act (TAA), meaning all products listed on the contract must be manufactured or “substantially transformed” in the United States or a TAA “designated country”. The designated countries are composed of:
|UNSPSC||United Nations Standard Products and Services Code - A taxonomy of products and services for use in eCommerce. It is a four-level hierarchy coded as an eight-digit number, with an optional fifth level adding two more digits.|
|UofM||Unit of Measure - Each product or service on GoVets has a standard stocking unit of measurement. The price and weight are based on the Unit of measure and the UofM Quantity. There are several Unit of Measures on GoVets: EA (Each), CS (Case), PKG (Package), BX (Box), etc.|
|UofM Quantity||Unit of Measure Quantity - Each product or service on GoVets is priced based on the number of items for a given Unit of Measure. Example: "UofM: EA, UofM Quantity: 1" indicates there is a single items sold.|
|Vendor||The vendor specified on the product page is the vendor that is selling the given product or service. GoVets has over 100 vendors on our platform.|
Business Hours: Monday to Friday (9AM to 5PM EST)
Contact GoVets Support: If you have any questions, please submit a ticket or chat with our support team during regular business hours.
Government & Enterprise Sales: Please contact GoVets Government and Enterprise during regular business hours at 1-866-321-6321.
GoVets has partnered with one of the industry's top Fraud Detection organizations to offer a Fraud-Prevention solution that makes smarter decisions with real-time fraud intelligence. Our integrated service provides real-time risk scoring, contextual and reputational data, and post-event monitoring to inform fraud analysis, support automated workflows, and power risk modeling. As a GoVets vendor, you become part of one of the largest data co-ops of shared reputational data on IP addresses, email address, shipping addresses, phone numbers, devices, and more. The Network represents over 2 billion transactions and events annually generated by thousands of global businesses ranging from independent online stores to Fortune 100 companies.
When we detect highly suspicious activities or in the rare case where we receive chargebacks related to suspicious purchases, we report these activities to the Federal Bureau of Investigation (FBI) Internet Crime Complaint Center, and the Local Authorities (Police, Sheriffs) closest to the location associated with the fraudulent activity and work with them to find these criminals and prevent them from harming our Nation's Heroes.... Our Veteran community.
GoVets DOES NOT TOLERATE Fraudsters!
GoVets has a zero tolerance policy for any type of misconduct on our site. Misconduct includes, but is not limited to the following:
GoVets reserves the right to disable and/or delete customer accounts and / or vendor stores that are found to be in violation.
Thanks for contacting GoVets.com - Based on recent events surrounding COVID-19, Govets is focused on the health and safety of our customer support team and based on regional regulations and social distancing requirements, this has resulted in extended response times and also extend timelines for our fulfillment team and suppliers to deliver some products listed on GoVets. We ask for your patience in this challenging time as our team works to deliver our vital services to customers throughout the United States…. Particularly to those like the elderly who are most vulnerable. As a result, we cannot take phone calls at this time, but we have several options to offer our customers looking to receive Sales Quotes, product lead times, order updates or other general questions about GoVets. You can review our Frequently Asked Questions on GoVets, login to your account for order updates, send us a ticket to firstname.lastname@example.org where our response time is typically 1-2 business days, chat with our support team between 9AM and 5PM Eastern, where you may experience extended wait times, or listen closely to one of the following menu options, to receive additional information about GoVets.
Thank your for your business,
GoVets accepts many forms of payment, including PayPal, Credit Cards, Net30 terms, ACH/Wire, and Check. Look for the following options on the checkout page:
Credit Cards - GoVets Vendors accept Visa, Mastercard, American Express, and Discover Many GoVets Vendors also support American Express (Amex) as specified during the checkout process.
PayPal - GoVets Vendors accept PayPal, including PayPal Credit (for PayPal users logged into their PayPal accounts).
Net30 Terms for Businesses - GoVets accepts Fundbox, allowing business customers to receive interest-free Net30 Terms. Sign-up for Net30 Terms and purchase items on GoVets up to your credit limit.
Net30 Terms for Government, Academic Institutions and Non-Profit Organizations - GoVets allows buyers to make purchases on GoVets using Purchase Orders. GoVets will then submit invoices to buyers upon processing their orders. If your organization is interested in receiving invoices as a form of payment, Sign-up using GoVets' Credit Application.
Pay by ACH / Wire Transfer - GoVets allows buyers to pay for their purchases using ACH or Wire Transfers. Upon making your purchase, we will provide ACH/Wire information and will process your order once we receive your payment.
Pay by Check - GoVets allows buyers to pay for their purchases using a personal or corporate check. Upon making your purchase, please send the check to the following address and please reference your order. We will process your order once we receive your payment and your check has cleared. Since this is can take several days, we recommend considering other options for payment.
Pay by Phone (Orders over $250) - Government and Business Customers can call GoVets Support to place your order (1-866-321-6321, 9AM-5PM ET) or use the Pay by Phone option and include your phone number when submitting your order, and we will call you within one business day to take your order over the phone.
If you have any payment type questions, please contact us.
Many products on GoVets are shipped via freight delivery service. When purchasing these items, you have the following options on the product page:
Call Prior to Delivery: Select this service if you want carrier to call and provide delivery notification.
Liftgate Delivery: Select this service if you need shipment unloaded off truck. Service is recommended for residential or businesses without a dock.
Residential Delivery: Residential Delivery is an additional charge by our freight carriers. We offer free shipping to business addresses.
Inside Delivery: Select Inside Delivery if you need shipment unloaded off truck and delivered through first door (threshold delivery).
White Glove Delivery: If you require White Glove delivery to a different location or floor within your delivery location, please reach out to Support@GoVets.com to obtain a Quote that can be purchased separately.
GoVets currently ships to locations within the Continental United States. Many of our sellers do support shipping to Alaska and Hawaii, and APO (Army Post Office), FPO (Fleet Post Office) and DPO (Diplomatic Post Office) locations.
GoVets does not support shipping to PO Boxes, as stated on our checkout page. Orders submitted to a PO Box will be canceled.
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 wish to cancel your order, please reach out directly to the seller (via email or phone) that you are purchasing your items from. You can contact them using one of the following methods:
If you do not hear back from them in a timely manner, please reach out to Support@GoVets.com or Create a Ticket. You can also reach us at 1-866-321-6321 to help determine the contact information for your seller if you cannot find it. We try to respond to emails within 1 business day, but due to this delay, it may be more difficult to cancel your order before it has been processed. Please note that this statement is also specified in our terms and conditions when buying items on GoVets.
As part of the GoVets Terms that customers agree to when signing up for an account and making a purchase, the following cancellation policy applies:
If you must cancel your order, you must email the Vendor. Please include your order number and the reason for your cancellation request. Your may also email email@example.com. We respond to support requests within 1 business day. 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 by Vendor, In Fulfillment, Shipment Scheduled, 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. You agree to contact the Vendor or email firstname.lastname@example.org if there are any questions, concerns regarding delays in receiving your refund.
If you are having issues activating your account or activating your email, please click on the following link, enter the email address that you used to register your account on GoVets, and click on the button below the form to receive an Activation Email from GoVets.
Please check your inbox, and when receive the Activation Email, please click on the link within that email to activate and access your GoVets account to update your profile information, including your password.
If you need to register your email address with GoVets, please go here: Register
GoVets may require customers to provide additional information to authorize a transaction. We evaluate all orders individually and based on order amounts, differences between billing and shipping, customer account information, or fraud score for the order, we will ask the customer to either authorize the transaction or provide additional information to verify their information. When a credit card authorization is required, we will ask the customer to fill out our standard credit card authorization form and email or fax it back to our GoVets support team.
GoVets offers special pricing to Government buyers and Corporate buyers that have negotiated rates with vendors on the GoVets Marketplace.
Many GoVets vendors have pre-negotiated Government pricing (e.g. GSA, FSS) that is only available to Government buyers. This Government pricing will appear when Government buyers log-in using their Government (.gov, .mil) credentials. If you are a Government buyer and need support viewing special pricing or logging in, please Contact Us.
Many GoVets vendors offer Corporate (discounted) pricing to corporations that make high-volume purchases on GoVets. This corporate pricing will appear when buyers log-in using their Corporate credentials. If you are a Corporate buyer and would like to discuss corporate pricing discount opportunities with GoVets, please Contact Us. If you need support viewing special pricing for your company or logging in, please Contact Us.
The goal of our marketplace is to create a transparent, direct transaction between buyers and SDVOSB sellers on the platform. When you make a purchase on the platform, you are paying the specific vendor that has the product listed on our marketplace.
When your cart includes products from multiple vendors, you will be directed to make individual purchases with each vendor during the checkout process. This process ensures that each vendor is individually aware of, accountable and responsible for your transaction.
At GoVets, we are confident that we offer Americans the best value available from any online marketplace for the following reasons:
You must create an account on www.govets.com with a .gov or .mil email address and attest when you register that you are a Government employee (not a contractor). The GoVets Support Team will verify and activate your government access within two business days.
If you already have an account, then please send an email to email@example.com from the email address on your account. In your email please state that you are a Government employee and not a contractor and request access. We will verify and activate your government access within two business days.
GoVets is a platform that allows buyers and sellers to communicate directly and allows them to discuss product details, pricing, custom quotes, etc. There are many ways that you can contact a GoVets Vendor from within GoVets.com:
All Products on GoVets are sold by specific vendors. When you view a product details page, you can contact a vendor directly from within that page. Select "Contact Vendor" on the product details page. You will be asked to Login or Register before being able to communicate with the Vendor.
If you would like a custom quote, please go to our Request a Quote page. Fill out the relevant details and submit your request. The GoVets support team will reach out to all relevant GoVets Vendors and you will receive a custom quote as quickly as within an hour, but some custom quotes may require a longer turn-around, up to 24 hours.
You can search globally, by category, by vendor on GoVets, or by reaching out to our Support Team.
Our global search allows you to search all products and services offered by all vendors across all categories.
You can search within a specific category under "Medical and Health", "Maintenance, Repair and Operations" or "Information Technology" and even drill-down within sub-categories. GoVets has hundreds of categories that you can search at any level, and all products and services within those categories will appear in your search results.
GoVets also allows you to filter by type of vendor (HUBZone,MOSB,SDVOSB,WOSB,8a) when shopping by Vendor.
For more detail see the GoVets Vendor E-Learning Center topic: Searching from the Buyer's Perspective. If you are unable to find an item on GoVets, let us find it for you by contacting our Support Team or by submitting a Request for Quote
GoVets offers millions of products across thousands of categories to the following customers. Click on the given link for more details:
If the wrong item was delivered, we sincerely apologize for the inconvenience and it is really not our intention to send you the incorrect item as we know it costs time and money for you, our team members and our fulfillment team. We absolutely want to work with you and help you get the product you ordered as soon as possible. If you do not want this item, we will send you an RMA# and shipping label to return it so you can receive a refund. Alternatively, if you decide that you would like to keep this item, you will be financially responsible for all charges related to this item. If you want to simply return this item and not receive a replacement or the product you intended to purchase, we can issued a refund immediately (credit cards only), assuming you will return it within 15 days and provide us a Tracking Number. If it is not shipped beyond that timeframe, we will assume that you decided to keep it, and we will charge your payment method on time.
As a service-disabled veteran-owned small business, we do not make a significant profit on any one of these sales, and we also contribute some of our profits to Veteran Causes of national significant. For that reason, we want to work with you to get the product back to our warehouse and help get you your product(s) as soon as possible.
If you are a buyer and would like to submit an RFQ to our vendors, there are two primary ways that you can do it.
On the GoVets Request a Quote page, you have the ability to fill out a form and submit documentation related to a specific set of requirements or products that you would like to receive quotes from GoVets Vendors. When you fill out the form and submit your request, it is submitted to GoVets support. The GoVets support team then forwards you request to all relevant vendors that sell similar products related to your request. You will typically receive responses via E-Mail within 1 business day.
For this option, customers have the ability to quickly request either a quote or product availability from any product on GoVets. You can do this by simply navigating to ANY GoVets product details page and below the Product image, there is a Tab called "Request Quote/Availability". Select this Tab and fill out the form details, including Quantity Requested and requested price, and upon submitting the form, the GoVets Vendor will immediately receive the Request and have the ability to return a Custom Quote Response that is available within your Account. If there is negotiated pricing or quantity discounts, they will be associated with a promotion code that will automatically be activated once you add the select item(s) to your cart when you are logged into your GoVets account. You can submit as many requests for as many products or vendors selling the same products as you wish and you will be able to see all responses in a consolidated Quote Response System within your GoVets Account.
Please submit your application on our GoVets Tax Exempt application form.
If your GoVets application has not been approved and have already paid taxes for item on GoVets and have a reseller certificate, please work directly with the GoVets vendor to either obtain a refund for your sales tax if it is their policy to accept reseller certificates. Otherwise, if you are paying sales taxes, you will need to look at other ways to recover your sales taxes from GoVets Vendors. Please see our FAQ on How to recover sales taxes from GoVets vendors for more details.
According to TaxJar.com, they receive tons of questions regarding reseller certificates (AKA reseller’s permits) every week. Here are the most commonly asked questions and answers here in our Resale Certificate FAQ list.
Important to Note: Like just about every aspect of sales tax, laws, rules and regulations regarding resale certificates vary from state to state. This post will offer up general guidelines, but if you have specific questions - Please contact your state or getting in touch with a vetted sales tax expert.
A resale certificate is a document that allows registered retailers to buy items for resale without paying sales tax on those items. Some states issue official resale certificates tailored to your business that can you print and give to your suppliers. Other states offer a template for you to fill out with your resale certificate number. Either way, you’ll need to present some form of a resale certificate document to a supplier should you want to buy items for resale without paying sales tax on those items.
In most states, your sales tax registration number also doubles as your sales tax permit number. But not always. In some states, you are required to request a separate resale certificate. Before you try to use a resale certificate, check either TaxJar’s State Resale Certificate blog posts or contact your state to determine what you need to present to buy items tax-free for resale.
Resale certificates are only to be used to buy items you intend to resale or component parts of items you intend to resale (Example: the wood used to make a table to sell.) Using a resale certificate to buy items tax free when you do not intend to sell them at retail is considered fraud – and nobody wants to deal with that!
No. You can only buy items that you intend to sell. Items like packing or office supplies that you will use to run your business are not considered items you intend to resale. (They can, however, be income tax deductions – but that’s a topic for a different post on a different blog!)
No. Retailers may use their discretion when deciding whether or not to accept resale certificates. It is not illegal for a retailer to refuse to accept a resale certificate.
Famously, Target generally doesn’t accept resale certificates from suspected resellers. This is thought to discourage retail arbitrage, and keep retail sales of in-demand products in Target stores.
Also, in many cases, retailers who accept false or expired resale certificates are on the hook for the sales tax they erroneously did not collect. This can make some retailers wary of being stuck with an extra sales tax bill. Fortunately, retailers can verify the validity of a resale certificate online in most states.
If you are required to pay sales tax on items that you turn around and sell at retail, you have options. You can sometimes reclaim the sales tax you paid. Read more in TaxJar's “Resellers: How to Recover Sales Tax Charged by Vendors” blog post.
Most of the time. But nine states will not allow retailers to accept out-of-state resale certificates. If you still wish to use a resale certificate in one of these states, one option is to register for a sales tax permit in that state. However, if you register for a sales tax permit in a state, you are also required to collect sales tax from buyer’s in that state.
Generally, you will be required to pay use tax on an item if you do not resell it. Use tax is the amount of sales tax you would have paid on the item if you had bought it at retail. You generally remit use tax on your state income tax return.
As a retailer, a customer may present you with a resale certificate. In this case, you as the retailer are responsible for deciding whether or not the customer presenting you with the resale certificate is truly buying items for resale. (You can find out how to verify resale certificates in each state online here.) For example, if the customer’s resale certificate says they own a furniture store, but they are buying household supplies, you may decide not to honor the sale. If you do accept a resale certificate that later turns out to be false, you may find yourself on the hook for paying the sales tax you didn’t collect. Ouch!
Source: TaxJar.com, Resale Certificate FAQ for Online Sellers
According to TaxJar.com, customers have many questions about how to get refunds of sales taxes paid to vendors or how to recover the tax that your business paid to vendors by passing the cost on to your customer. Both of these can be difficult questions to resolve because the rules can vary widely by state. Despite those obstacles, here are their thoughts:
The first question I normally ask people that call me on this issue is “Why are they charging you tax?” In most cases, the transactions involved are third-party drop shipments where the vendor has nexus in the ship-to state (and must charge tax) but the retailer (that’s most likely you in this scenario) does not have nexus or is not able to provide the vendor with a resale exemption certificate that is valid in the ship-to state. As such, the retailer is charged sales tax based on the rate in the ship-to state on the wholesale cost of the shipment. That’s even if you, as the retailer, are planning on reselling the products you bought and paid sales tax on.
The first step the retailer must take to avoid being charged tax is to provide their vendor with an exemption certificate that is valid in the ship to state. The validity of the certificate is based on the state law of the ‘ship-to’ state. Of the 45 states that have a state level sales tax, 35 of those states will accept the certificate of the retailer’s ‘home state.’ (Here’s a list of states who won’t accept your out-of-state resale certificate.) Assuming that the retailer is registered in their home state, the first line of attack is to ensure that the retailer has provided their ‘home state’ resale certificate to their vendors to eliminate tax in those states.
In the 10 states that won’t accept the home state resale certificate, the retailer is confronted with two choices. The first choice is to register in some or all of these 10 states so that your company can provide a valid resale certificate. In most cases, the act of registering will require that the retailer charge and collect the tax on the full retail sales price of the product sold.
If the retailer cannot provide their vendor a resale certificate that is valid in the ship-to state, the vendor has no choice but to charge tax on their sale to the retailer. Once tax is charged the question arises on how to recover the tax. For this article I will address the effectiveness of three following methods.
In one discussion I had with a retailer on this issue, they told me that they were just going include the phrase ‘sales tax’ and include the amount of tax that their vendor had charged. I strongly warned them that just labeling the tax charged to them by their vendor as ‘sale tax’ gives the impression to customers and to the state that the retailer is ‘charging tax’ to the customer and not just passing on the tax that was charged to them by their vendor. If that conclusion is reached, the state will expect that your company remit the tax that appears to have been collected and could even pursue significant penalties for collecting and not remitting tax.
For retailers are not registered for sales tax in the ship-to state where the vendor is charging sales tax, there is no 100% great way to recover sales tax charged by vendors. The retailer cannot file a refund claim and it cannot claim the tax charged on their return because they are not filing a return. One possible solution is to pass this tax on to the customer with a very clear indication on the invoice that the tax shown on the invoice is the tax charged to the retailer by their vendor. Even this method may not be acceptable in many states.
Depending on the amount of tax being charged to the retailer by their vendors, the retailer may need to evaluate the cost of registering and collecting the tax due against the amount of tax being charged to the retailer and possibly reducing the retailers profits.
Source: Resellers: How to Recover Sales Taxes Charged by Vendors by Ned Lenhart
GoVets is a platform that allows buyers and sellers to communicate directly and allows them to discuss product details, pricing, custom quotes, etc. There are many ways that you can contact a GoVets Vendor from within GoVets.com:
Please fill out the following Tax Exempt form.
If you are a Tax Exempt buyer (Government or approved Tax Exempt Organization), GoVets will not include Taxes on your purchases. If you are still seeing Taxes show up in your cart, there are different reasons why this may occur:
Buy from GoVets now, pay later
Say you want to make a purchase for $1000.
The GoVets Team has a Support Ticket System that we use to manage incoming email from customers regarding order questions, product issues, quotes, or general information. When customers have questions about a specific order that they placed on GoVets, the GoVet support team will add an update directly within the customer's Order so that the Customer and Seller have an update on the question/concern. Adding the details directly to the order and updating the status allows GoVets Vendors to respond to those issues as quickly as possible.
If you have a general question not related to an order, we often respond directly to the Email submitted when you created a Ticket.
Please note that we receive a large number of inquiries and requests each day and have a goal to respond to your questions within 1 business day. If you do not hear back, you are welcome to give us a call at 1-866-321-6321, or you can also reply to the automated Ticket Response Email with additional information as it will help prioritize a response for your Ticket.
Your order will be assigned to one of several states throughout the fulfillment process. We are want to make sure that you have access to the right information for your order throughout the delivery process. The following lists the different states for your order along with the relevant definitions:
Order Received: Your order has been received and waiting to be processed by the vendor.
Processed by Vendor: Your order has been processed by the vendor. Order has been sent the the vendor's fulfillment team / partner.
Verifying Availability: The vendor is working with the fulfillment team / partner to ensure the ordered amount is available.
Shipment Scheduled: Your order has been packaged / processed and awaiting to be picked-up and/or shipped.
Shipped: Your order has been picked up by the shipment company and is in-route.
Complete: Your order has been delivered.
Open: The order is awaiting payment or information needs to be finalized within the order by the vendor to ensure that it is ready to be processed.
Failed: Your order has failed due to credit card processing issues.
Declined: Your order has been declined by the credit card company or issuing bank.
Backordered: Your order has been delayed and will be ship at a date specified by the vendor (in the order). If a date is not specified in the order notes, please reach out to the vendor for more details.
Update Required by Vendor: Your order requires an update by the vendor before it can be completed or processed. For example - This status may occur when the customer reaches out to GoVets Support and asks for an update to the order after it has been submitted. Information is typically available in your order notes.
Update Required by Customer: Your order requires an update by you, the customer, before it can be completed or processed. For example - You may have provided invalid information that needs to be clarified / discussed directly with the vendor before it can be processed. Information is typically available in your order notes.
Return/Refund Requested: The customer requested a refund or exchange for their order. Please see your order notes for additional information.
Order Cancel Requested: The customer has request this order to be canceled by the seller.
Canceled: The seller has canceled the order for various reasons regarding the order, including customer request to cancel, supplier's inability to fulfill the order, invalid information, or other relevant reasons that are typically included in the customer notes.
Canceled (Refunded / Closed): Once an order has been canceled, it gets processed within 1-2 business days for a refund. If the order requires a refund back to the customer, that is when this refund occurs.
Order Under Review / Fraud Checking: Information that our system received regarding your order flagged our fraud detection system and requires further analysis. If we believe that your order is fraudulent, we will simply cancel it. If you believe that this was done in error, please reach out to us to discuss the matter so we can review your case. Fraudulent orders are reported to the authorities (Police and the FBI).
Canceled (Fraud Risk): Orders that have been determined by GoVets to be high risk orders due to possible Fraud Risk will be changed to this final status.
Custom Quote (Sent): A vendor may create a quote for a customer and set the status to Quote (Sent). The customer then has the option to view the quote and even pay for the items within the quote.
Client Invoice (Sent, Not Paid): A vendor may create an invoice and submit it to the customer to be paid. Until it has been paid, the invoice remains in the "Not Paid" status.
Client Invoice (Paid): Once an invoice is paid, it is changed to this status.
Archived: All completed orders that are over 90 days old are moved to the Archived status for internal administration purposes.
If your order has been updated with the status of Backordered, it means that the estimated delivery date for your order is expected to be pushed out beyond the standard 7-10 business days for more GoVets Orders. This may happen due to several reasons, such as low stock availability, items that are known to be shipped directly from the manufacturers, etc.
If you receive this status, you have the option to request a cancellation for your order or to ensure your items are still reserved and delivered according to the backorder estimated delivery timelines. Please make sure to communicate directly with the seller of the item that has been backordered. If you have any questions, you can reach out to Support@GoVets.com, but the quickest way is to reach out to the seller.
As part of the GoVets Terms that customers agree to when signing up for an account and making a purchase, if your order becomes backordered, then you consent to your selected marketplace vendor(s) charging your payment method until such time as you cancel the applicable order.
If you have any questions, please submit the following form to Govets Support.