FREQUENTLY ASKED QUESTIONS

How do I contact customer service?
You can reach one of military veteran customer service reps by either our contact page on our website or by emailing
ops@veteranbestfriend.com and we’ll get right back to you with a response.

What are your customer service hours?
Just like active duty members we are available every day, 24/7, 365 days a year.

What’s your Privacy Policy?
Your privacy is very important to us.

What Information We Collect
Information you give us. We collect and maintain information that you may provide to us through use of our Services, including shipping address, billing address, credit card information, telephone number(s), email address and purchase data. We also may collect information about your pet(s), including name, breed, gender, birth date, weight, veterinary information and photos.

How We Use Your Information?
We use, process and disclose your information we collect for our business purposes only. Responding to your questions and requests. We use your information to provide you with transactional assistance such as fulfilling your order and ensuring proper delivery of your products and responding to reviews, comments or other feedback you provide. Communicating about your account. We may contact you to tell you about changes to this Privacy Policy, our Terms of Use or changes to our Services, products and programs. We may also tell you about issues with your orders or if there is a product recall. Improving our products and services. We may use your information to make improvements to our Sites, Apps products and services, including to personalize our service offerings to meet your needs.

What Information We Disclose?
Veteran Best Friend does not rent, sell, trade or disclose your information to unrelated third parties.

Protection of Veteran Best Friend and Others
We may disclose information about you to the government or to other third parties to comply with the law, applicable regulations, governmental requests, court orders, subpoenas and other legal process.

Data Security
We implement reasonable administrative, technical, and physical safeguards designed to protect the information we collect. However, no information system can be 100% secure, so we cannot guarantee the absolute security of your information.

Data Retention
We may retain your data for as long as we believe there is a business, legal or security reason for doing so, even if you are no longer an active customer.

Questions
If there are any questions, you may contact us at www.veteranbestfriend.com .

How do I track my order?
We’ll send you emails to update you on the progress of your order. You can also contact us at admin@veteranbestfriend.com and we’ll be happy to provide tracking information.

What happens if my package gets lost?
All items purchased from www.veteranbestfriend.com  are made pursuant to a shipment contract, meaning that the risk of loss and title for such items pass to you upon our delivery to the carrier.

What forms of payment do you accept?
We accept Visa, MasterCard, American Express, and Discover.

What’s your Return Policy?
We do not accept returns or exchanges. However, if the product shipped is incorrect or damaged we will gladly exchange it for you or provide a refund on a case-by-case basis.

www.veteranbestfriend.com does not take authorize returned items until the item arrives at our fulfillment center. At our discretion, a refund may be issued without requiring a return.

What information do I need to check out?
Our checkout is easy, fast, and secure. Enter your shipping address and payment method, then place your order!

Who will be delivering my order?
We ship via FedEx and other premium carriers to provide you with the fastest and most reliable service available.

How long does it take to get my order?
Since most of our orders are custom, the order usually ships within 1-2 weeks. Most customers receive their orders in 4-5 days. Orders that require multiple special items may take longer to ship. 

How much is shipping?
Orders over $49 ship free! All other orders ship for a flat rate of $5.95.