What should I do if the product I received is not as described?

Modified on Tue, 16 Sep at 2:49 PM

We always strive to ensure that every product you receive matches the description and images on our website. However, if your item arrives and it’s not what you expected, we’re here to help make it right.

1. What counts as “not as described”?

A product is considered "not as described" if it meets one of the following:

❌ Incorrect product type (e.g., you ordered a T-shirt but received a polo)
❌ Wrong color, size, or variation
❌ Missing customization (e.g., your name, branch, rank not printed)
❌ Printed or embroidered incorrectly (e.g., spelling errors, misaligned logos)
❌ The product does not match the website's design, features, or promised materials

**2. What is not considered a valid reason?**

Some small variations may occur due to:

Slight differences in color due to lighting/screen calibration
Hand-finished details (especially in embroidery or custom patches)
Size fitting differences based on body shape — please always check the size chart before ordering

These are not covered under "not as described" claims.

3. What to do if your item is incorrect

Please include:

Your Order Number
A short description of the issue
Photos clearly showing the incorrect product or design
Optional: A screenshot of the original product page (if relevant)

4. How will we handle it?

After reviewing your request, we will:

✅ Confirm the issue based on your order and images
✅ If confirmed, we will:

Remake and reship the correct product free of charge
Or offer store credit or refund if remake is not possible

You do not need to return the incorrect item in most cases.

5. How long does it take to resolve?

Review & response: within 24 business hours
Remake production (if needed): 2–5 business days
Reshipping: same timelines as your original order (Standard or Express)

Need support now?

We’re here to help — reach out anytime:
support@vettailor.com
Or use the "Open A Support Ticket" at the bottom of our website.