Return Policies

Checking Your Order

We recommend you check your order immediately upon delivery. If there are any damages, no matter how small, to the packaging or to the internal contents, please have the delivery driver make the proper notations before signing for the package. Open and inspect the contents of your order, while the driver is still present. Concealed damages found after the cartons are opened must be reported to the freight company (not us) within 15 days of receipt merchandise. Retain all packing information on how to report the loss / damage to the freight company and proper procedure for filing out a claim form.

Restocking Fees

There is a restocking fee of 30% on all returns for refund (RMA Refund), unless waived by a Customer Support Agent. We charge this 30% or more restocking fee for all returns for refund to encourage customers to purchase products they intend to keep. We offer RMA Replacement without any restocking fee to support customers who have received a defective product.

What To Return

IMPORTANT: To qualify for a refund each item must be returned with an RMA# and in its original condition. This includes the original packaging and containers, documentation, warranty cards, manuals, and all parts and accessories. Do not mark or deface original manufacturer containers in any manner. We will not accept returns if packaging is not in its original condition. Any merchandise unsuitable for resale will will either not be accepted or will incur additional fees.

Needed Information

Generating an RMA

For a (RMA) return authorization please log into your account and select from your order the items you need to return. You can also call DRE Veterinary at 1-800-979-6795 (M-F 9-5 ET). All returns must be labeled with a Return Merchandise Authorization (RMA) Number. DRE Veterinary RMA numbers are valid for 14 days. Merchandise that is returned without an RMA , including refusal of delivery, will be subject to a 25% restocking fee.

Refund Processing

You will be responsible for all shipping and insurance charges for returns. If you choose not to insure your package, and we do not accept return of the product, you will be responsible for any loss or damage. After our acceptance of products in like new condition, the purchase price will be credited to your credit card or a mail refund check will be issued for a purchase made with a check or money order. Allow 7 days from the time we accept your return for the processing of your credit or for the re-shipment of your replace merchandise.

Return Shipping Address

The address to send an RMA to is :

DRE Veterinary
Attn: RMA# (write your RMA number here)
1800 Williamson Court
Louisville, KY 40223

Product Return Status

Log into your account and visit the RMA Status page to learn the status of your pending RMA.

Returned Item Out of Stock

If an RMA item is found to be on backorder and we cannot obtain the item, you will be notified by email and offered a similar replacement or a refund. We try to contact every customer in this case to find an agreeable replacement item or refund amount.

We keep serial numbers on all products we carry. Occasionally, our customers inadvertently return items that were not purchased at DRE Veterinary. In such a case, the item in question will be returned to the customer with a request to send the correct item.