Frequently Asked Questions

GENERAL

Where are you located?

We are located in Aurora, CO.

Are these products made in the USA?

In our mission to provide quality products at affordable prices, we work with multiple manufacturers both foreign and domestic.

What forms of payment are accepted?

We offer secured shopping and accept payment via Paypal, Stripe, Visa Credit/Debit, Mastercard, American Express, and Discover. So you can choose the most suitable one for you.

ORDERS

How do I place an order?

Please visit us online at www.veteranmerchandise.com, select the product(s) of your choice, select “Add to Cart” and then follow the steps to checkout. That’s it! If you need help making your purchase please reach out to us at support@VeteranMerchandise.com.

Can I place an order over the phone?

Yes, you can give us a call during our regular business hours Monday through Friday, 11am -7pm EST and we will gladly assist you with placing your order.

The discount code won’t apply to my order?

Check that you’ve spelled the code correctly or in some cases used the right cases for the code. The code you’re using may also be expired. Feel free to chat with us by hitting the yellow chat icon in the bottom right on the screen for immediate assistance during our business hours. You can also give us a call or reach us via email at support@VeteranMerchandise.com and we’ll be happy to take a look at that for you.

Can I cancel my order?

Orders can be cancelled up to 60 minutes after ordering. If 60 minutes have gone by and you still wish to cancel your order, please feel free to reach out to us at support@VeteranMerchandise.com.

I don’t feel comfortable entering my credit card details?

Your purchase is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted.

All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, Mastercard, American Express and Discover. PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.

Basically your credit card information is secured at the top tier of web security. But we understand that sometimes that’s not enough, and that’s why we offer PayPal as an alternate solution. No credit card details needed, not on our site at least.

How do I know your website is a real site?

We understand your concern! Reviews don’t lie, so feel free to check out previous customer reviews to put your mind at ease.

SHIPPING

How do you ship and what is the price?

We charge one flat fee of $4.95 for standard/ground shipping in the USA. For international shipping rates, proceed to checkout to see the prices prior to placing your order.

Why is my order split into different packages?

Orders are shipped from our various warehouse locations both domestically and internationally. We ship items based on availability to guarantee a quicker delivery time. If you’ve noticed your shipment has been split, keep an eye out for the remainder of your order which shouldn’t be too far behind.

What carrier is used to ship out my package?

Domestic orders are shipped via USPS. International orders are shipped via China Air, USPS, or DHL to name a few.

Do you ship internationally?

Yes, we do. Visit our International Shipping page to see which countries we ship to.

How is international shipping handled?

Once your order is processed, it is shipped out to your local postal service. We are not responsible for customs and duties, so please contact your local office prior to placing your order.

When will my order be shipped out?

Orders are shipped out the next business day with exception to weekends and holidays.

When will I receive my order?

Most domestic orders usually arrive within 5-7 business days. In most cases, orders arrive sooner. For international orders, expect a 15-20 business day arrival.

How can I track my order?

You will receive both a shipment confirmation email as well as an SMS confirmation when tracking details are added to your order. Please allow up to 72 hours for your tracking information to update. You may track your order here.

My tracking information isn’t working?

Please allow up to 72 hours after your order shipment confirmation for tracking to update. If you still aren’t able to track your order after this, please send an email to support@veteranmerchandise.com and we will gladly assist you.

Why has my shipment status not updated?

This generally happens when your shipment has been delayed. This can be caused by weather, customs, backlogs, or holidays. Please allow 72 hours for your tracking information to update.

What do I do if I entered the wrong shipping information?

Please contact us at support@veteranmerchandise.com immediately after you realize your shipping information is correct and we will update it prior to it shipping out. If your order has already been shipped out, you will be responsible for shipping the order out to the correct address. 

RETURNS AND EXCHANGES

What is your return policy?

We hope that you love your purchase at Veteran’s Merchandise, but of course we know that isn’t always the case. If there is an issue or you’re not 100% satisfied, please contact support at support@VeteranMerchadise.com with “Returns Team” in the subject line.

You have 60 days to return after the date of purchase to return your purchase as stated in our Return Policy. Please note that refund shipping charges are the responsibility of the customer and the original shipping charges are non-refundable. We recommend using a carrier that provides insurance and tracking as we are not responsible for lost or not received packages.

All clearance and sale items are final sale and cannot be exchanged or returned.

Can I exchange for another product?

Yes, you are able to exchange within 60 days from the date of purchase. Please save your order confirmation email sent to you at the time of purchase.

How do I exchange my order?

If you would like to exchange your item(s) with Veteran Merchandise, we try to make it as easy as possible to exchange with us. Here’s what you need to do and know:

1. Contact Support@VeteranMerchandise.com with "Replacement Team" in the subject line.
2. Return your item(s) per instructions provided by one of our helpful Customer Service Agents.
3. Pack your return securely, in the original package if possible, and all original product contents (chargers, Instructions, hardware Etc…).
4. You’re responsible for any cost associated as well as selecting your preferred shipping carrier and method. We recommend using one that can be insured and tracked. Veteran Merchandise is not responsible for lost or damaged return packages.

How do I return my order or part of my order?

We strive to make the return process here at Veteran Merchandise as simple and fluid as possible Here’s what you need to do know:

1. Contact Support@VeteranMerchandise.com with "Returns Team" in the subject line.
2. Pack your return securely, in the original package if possible, and all original product contents (chargers, Instructions, hardware Etc…). Please save the original order confirmation email you received at the time of purchase. It’s your receipt in case you need to exchange/return your item(s)!
3. You’re responsible for any cost associated as well as selecting your preferred shipping carrier and method. We recommend using one that can be insured and tracked. Veteran Merchandise is not responsible for lost or damaged return packages.

What is your return address?

In an effort to keep track of returns and make sure we are aware of your return heading back to our warehouse, please email us at support@VeteranMerchandise.com to begin the return process.

Why is there a restocking fee?

As our products are in high demand, and also limited availability, we strive to make sure our customers are satisfied with their purchase. A restocking fee is accessed as each product must be picked, pulled, shipped, and then also assessed for damage when returned. We also send each returned item back to the manufacturer to be assessed. The general process for returned items led to the curation of the restocking fee.

I’ve returned my merchandise, how long will it take to receive my refund?

We'll process your credit as soon as we receive and process your returned merchandise. Please allow 2-4 weeks for processing. Typically, the purchase amount will be restored to your credit card in 5 to 7 business days, depending on your financial institution.

If you paid for your purchase with a Veteran Merchandise gift card, a new e-gift card will be issued to you in the amount of the merchandise returned. You will not be reimbursed for your original or return postage.

STANDARD WARRANTY

When does my 60 day warranty start?

Your warranty starts when you receive your package.

What is covered under my 60 day warranty?

Your warranty covers up to 1 replacement item. We encourage you to get an extended warranty for electronic devices.  Please note that you must ship the original product back to receive a replacement.

I'm having issues after my 60 day warranty, what do I do?

Please reach out to us and we can see what we are able to do to help. For electronic devices we do recommend an extended warranty. 

VETERANS

Is Veteran Merchandise an American company?

Yes, we are American owned and operated.

How are you affiliated with the Veterans Association?

We are an American owned and operated company created by a dedicated team of people raised in military family's all who pride themselves in providing quality products at affordable prices. As associates dedicated to the Veterans of America, we are passionate about what we do and how we do it.

We strive to create a positive impact on our Veterans and their families by donating a portion of sales made to both local and national Veteran charities. Our company is built on a solid foundation of core values that inspire action, integrity, and a passion to achieve outstanding results.

Does a part of my purchase go to Veteran.org?

With your purchase, you have created a positive impact to our Veterans and their families because portion of this is donated to the Wounded Warriors Project. Together, we can make a difference!

Do you donate to Veterans?

Yes, we always strive to give back whenever we can. If you use coupon code “HELPWWP” at checkout, not only will you get 10% off your order, but we will donate an additional 10% to the Wounded Warriors Project. There is no limit to how many times you can use this coupon. Please note that only one coupon code may be used per purchase.