What proof do I need to provide when submitting a complaint or support request?

Modified on Tue, 16 Sep at 2:54 PM

To help us investigate and resolve your issue as quickly as possible, we kindly ask that you provide complete and clear evidence when reporting any problem with your order.

Providing the correct proof helps us:

Verify the issue without delays
Process reshipments or refunds faster
Avoid back-and-forth emails

1. Required photos for different types of issues

A. Product is damaged, scratched, or defective

Please include:

Photo of the full product
Close-up of the damaged or defective area
Photo of the product tag/label (if applicable)
Photo of the packaging (if damaged)

B. Product has wrong customization (text, logo, rank, etc.)

Please include:

Clear photo showing the incorrect text/design
Full photo of the item (to show layout and placement)
Screenshot of your original order confirmation or order summary (to compare)

C. Package arrived damaged or missing items

Please include:

Photo of the shipping label (clearly showing your name and address)
Photo of the outer packaging (box/envelope) showing damage or opening
Photo of everything you received inside the package
Photo of the missing space (e.g., empty box, one item inside when two were expected)

D. Tracking shows “Delivered” but you didn’t receive the package

Please include:

Screenshot of the tracking status showing “Delivered”
Confirmation that you’ve checked with neighbors and around your home
(Optional) USPS Lost Mail Certificate (if requested by our team)

2. How to submit your evidence

Please email all materials to:
support@vettailor.com
Or submit via “Open A Support Ticket” at the bottom of VetTailor.com

Include:

Your Order Number
A short description of the issue
All relevant photos/screenshots

3. Tips to ensure fast support

Make sure all images are clear and well-lit
Show the entire product, not just the problem area
Include any relevant tracking or email confirmations

️ We typically respond within 24 business hours