When should I contact Customer Support about my order status?

At VetTailor, we aim to keep every customer informed throughout the order journey. Most orders move smoothly through production and shipping — but if something seems off, here’s when it’s appropriate to reach out for assistance.

1. You haven’t received any update after 7 business days

• You placed your order, but received no Order Confirmation Email or Shipping Notification.

• This could mean the order wasn’t submitted correctly or the email was blocked.

What to do:
Check your spam/junk folder first. If still nothing, email us with your full name and the email address you used at checkout.

2. Your tracking hasn’t updated for over 10 business days

• If your order is marked "In Transit" but shows no movement on the tracking link, it might be delayed or stuck.

What to do:
Send us your Order Number. We’ll check with the shipping carrier and take action if needed (including reshipment if applicable).

3. Your tracking shows “Delivered” but you haven’t received the package

• This could be due to mis-scanning, delivery to a neighbor, or early status update.

What to do:
Check:

• Mailbox, front porch, garage, side door

• With family members or neighbors

• Local post office or building mailroom

If still missing after 1–2 days, please contact us.

4. You need to change product details or the shipping address

• We can only make changes within 24 hours of placing your order.

What to do:
Email support@vettailor.com as soon as possible with your order number and the exact changes you need.

5. You were charged twice or see an unexpected payment

• This may be a duplicate order or a pending authorization (which drops off automatically in a few days).

What to do:
Send us:

• Screenshot of the charge

• Your full name and email used

• Any order confirmation(s) you received

We’ll confirm and help resolve it quickly.

6. Your order arrived but something’s missing, incorrect, or damaged

• Occasionally, a product may be shipped separately or arrive with an issue.

What to do:
Email us with:

• Your Order Number

• Description of the issue

• Photo evidence (if applicable)

We’ll fix or resend it as soon as possible.

How to contact VetTailor Support

• Email: support@vettailor.com

• Open A Support Ticket: Available at the bottom of vettailor.com

• Contact Form: https://vettailor.com/pages/contact-us

⏱️ Response time: Within 24 business hours (Mon–Fri)