What should I do if my item is damaged, scratched, or has a printing/embroidery defect?

We take pride in delivering high-quality, custom-made products. However, if your order arrives damaged, defective, or with a printing/embroidery issue, we’re committed to resolving it quickly and respectfully.

1. What qualifies as a damaged or defective product?

A product is considered damaged or faulty if:

• The package arrives visibly torn, crushed, or soaked

• The embroidery is incorrect, missing, smudged, or misaligned

• There’s a misprint (blurred, incomplete, or off-centered design)

• There are rips, tears, stains, or deep scratches on the product

• Zippers, buttons, or collars are broken, detached, or non-functional

Minor imperfections in hand-finished details or color tone variations are not considered defects

2. What to do when you receive a damaged or faulty item

Contact us within 7 days of delivery at:
support@vettailor.com

Please provide the following:

• Your Order Number

• A short description of the issue

• Clear photos showing:

  • The damaged or defective area

  • The entire product (for context)

  • The product tag (if visible)

  • The packaging (if it was damaged)

3. What happens after you report it?

Once we verify the issue, VetTailor will:

• Remake and reship your product at no extra charge

• You do not need to return the defective item in most cases

• If the product is no longer in stock, we will offer:

  • A Store Credit Refund

  • Or a full refund to your original payment method

4. Resolution Timeline

• Response time: within 24 business hours

• Remake (if required): 2–5 business days production

• Shipping: Standard or Express, depending on your original order

5. Pro Tip – Inspect your package as soon as it arrives

To ensure fast support:

• Check your package the day it arrives

• Take photos before unwrapping if the box looks damaged

Need urgent assistance?

We’re here to help with care and respect.

Email: support@vettailor.com
Or submit a request via “Open A Support Ticket” at the bottom of our website.