Understanding Your Order Status Updates

With the ShotVet model and buying vaccines or prevention for your pets online for priority service (FastPaws) before seeing one of our licensed veterinarians in the field, the normal definition of an ecommerce order status may look a little different. Here is a general guide to help you understand what each status means for your order:

• "Awaiting Fulfillment":

  This is the initial status after you place an order. It means your order has been placed successfully and is waiting for our team to assign it to our pharmacy team or one of our field teams.

• "FastPaws Items to be Completed at Event":

  This status means your order contains vaccines or a test that must be administered by a licensed veterinarian at a ShotVet event. You should save a spot at ShotVet Clinic Finder if you haven't already.

• "Partially Shipped":

  This means some items from your order are complete, but the order may not be entirely complete. The pharmacy may be shipping your pet's medication, or the order is awaiting review to make sure your pet received all of their needed vaccines.

• "Completed" or "Shipped":

  This means that all items associated with your order are completed, either at an event or shipped by our pharmacy team. If items are shipped, you can view the tracking number by logging in and viewing your orders.

• "Awaiting Shipment":

  This is a holding status for you and your pet to return for another event. Likely, your pet's vaccines were split (which means your pet recieved some vaccines, but needs to return to complete their package) or you purchased a package that requires multiple event attendances, such as a puppy or kitten club.

• "More Information Needed, Please Contact Us":

  This status means that our pharmacy team needs more information on your order, such as a current heartworm test, or they are verifying that we have a veterinary-client-patient relationship. If our pharmacy team requires additional information from you, they will reach out via email or phone.

• "Refunded" or "Partially Refunded":

  This status means a refund has been submitted and is being processed by your bank. Typically refunds are reflected by your bank within 3-5 days, but in some cases may take 7-10 days depending on your financial institution.