What should I do if I received a product with the wrong information?

We understand that every detail matters — especially when it comes to customized products made to honor your service. If you received an item with incorrect text, rank, branch, or logo, we're here to make it right.

1. What qualifies as “wrong product information”?

A product is considered incorrect if:

• The personalized text (e.g., name, unit, service year) is misspelled or completely different

• The wrong branch or rank was applied

• The wrong logo, insignia, or patch was used

• You received the wrong size, color, or version than what you ordered

If the information matches your submitted order but was entered incorrectly by you, see section 4 below.

2. What to do if you received the wrong information

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

Please include:

• Your Order Number

• A brief description of the error

• Clear photos showing:

  • The incorrect detail(s)

  • The whole product for reference

Optional: Attach a screenshot of your original order confirmation showing the correct customization request.

3. How VetTailor will resolve it

Once verified that the error was on our side:

We will:

• Remake and reship the correct product at no extra cost

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

• If remake is not possible (e.g., item out of stock), we will offer:

  • A Store Credit Refund, or

  • A Full Refund to your original payment method

4. What if I entered the wrong information during checkout?

If the error (e.g., misspelled name or wrong branch) was submitted by the customer, VetTailor cannot offer a free remake, but:

We will offer you:

• A discounted reprint/remake (typically 40–60% off)

• Help placing a corrected reorder quickly

We highly recommend double-checking your customization info before checkout.

5. Resolution timeline

• Support response: within 24 business hours

• Remake (if applicable): 2–5 business days

• Reshipping: Based on your chosen shipping method

Need assistance now?

We’re here to ensure you’re proud of every item you receive.

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