Guidance for Veterinary Teams
This article helps you understand Covetrus return, refund, and reship policies so you can clearly explain options and next steps to pet owners. Use this guidance when answering client questions, setting expectations, or directing clients to the right support channel.
General Return Qualifications
When discussing returns with pet owners, keep these key points in mind:
- Most items are eligible for return within 30 days of the original purchase
- All returns must be pre‑approved by Covetrus Customer Support before items are sent back
- The pet owner will need their order number when contacting support
Important: If a return is sent back without prior approval, credit cannot be issued until the pet owner responds to follow‑up outreach from the Returns team.
Items That Cannot Be Returned
Due to state and federal regulations, certain products are not eligible for return:
- Prescription medications
- Controlled substances
Exceptions
If a prescription item arrives incorrect or damaged, advise the pet owner to:
- Contact Covetrus Customer Support within 30 days
- Request a quality assurance review
In these cases, Covetrus will determine whether a replacement or refund is appropriate.
Refund Timing and Notifications
When setting expectations with pet owners:
- Refunds typically process within 7–10 business days
- Processing may take longer during holidays or high‑volume shipping periods
- Once completed, the pet owner will receive an automated email confirmation
Return Shipping Costs
- Return shipping costs are the pet owner’s responsibility
- Encourage clients to wait for return approval before shipping anything back
Over‑the‑Counter (OTC) Product Returns
Over‑the‑counter products may be eligible for return if they meet all of the following criteria:
- Unopened
- Not temperature‑sensitive
- Returned within 30 days of purchase
Note: Exceptions may be reviewed on a case‑by‑case basis by Covetrus Customer Support.
If you or the pet owner are unsure whether an item is prescription or OTC, contact Covetrus Customer Support for clarification.
Diet and Nutrition Returns
Covetrus offers a guarantee on food and nutrition items.
If a pet owner reports:
- Damaged food, or
- Palatability issues (the pet will not eat the product)
Advise them to contact Covetrus Customer Support to request a replacement or refund.
Additional Details
- Food items do not need to be returned
- Pet owners may dispose of the food at their discretion
Where Pet Owners Can Find the Full Return Policy
If a pet owner asks where to review the complete return policy:
- The Returns Policy is available directly on the Covetrus storefront.
- Scroll to the bottom of the storefront page.
- Select Helpful Links.
- Choose Return Policy.
This is the best place for pet owners to review the most current policy details, including eligibility and timelines.