FAQs
How do I return an item?
To begin a return, contact our Customer Service team at CS@vms.org or (727) 517-4428
When will I receive my item?
3-day delivery is guaranteed for 90% of the continental USA.
How much is shipping/delivery?
Drop-Shipping to a Veteran’s home is a standard fee of $13, regardless of number or size of items. Available to the contiguous 48 States only.
Shipments to VA Hospitals, Outpatient Clinics and DME Facilities are FREE
Extra charges will apply for expedited shipping, or Alaska, Hawaii, and Puerto Rico. These are handled on an as-needed basis. Please contact us for a quote.
How do I open a Customer Account?
To open a Customer Account, you must be associated with Veterans Administration, Department of Defense, Bureau of Prisons, or Indian Health Services.
In order to protect confidential VA pricing, we require a registration from one of the aforementioned group(s) email addresses.
You can register and log-in by clicking on the “ACCOUNT” link at the top of the website.
Where do I submit my order?
You can fax (727-517-4446), email (Orders@vms.org), call-in (727-517-4428) or enter it directly from the VMSCatalog.com website.
When will I be charged for my order?
You will not be charged for any items on your order until they ship from our warehouse.
How do I check the status of my order?
You can check the status of all your orders under your Customer Profile.
You may also contact one of our Customer Service reps at CS@vms.org or (727) 517-4428
Can I cancel or change my order?
If no items have been picked/shipped, your order is able to be altered/canceled. Once items have been shipped, if you still wish to have the order canceled, you are subject to any package redirection fees as well as a 15% restocking fee.
How do I get a copy of my Invoice / Packing Slip / Order Confirmation / Tracking?
Copies of all documents are contained in your Customer Profile.
You may also request a copy be emailed to you.
What shipping methods do you offer?
· Expedited
· Overnight
· Freight
· Flat Rate
I have a question about a charge/credit I received, who do I contact?
Questions about your Invoice or Statement, contact our Accounting Department at AP@vms.org.
I have not found my question/answer here. What should I do now?
Reach out to our Customer Service team CS@vms.org or (727) 517-4428
Installation Instructions?
Installation instructions are included with every package.
Why is my order on hold?
Your order is on hold because:
- We are missing your payment information
- We are in need of a physical street address
- Your payment authorization failed
- A product(s) you’ve ordered has become discontinued
Do you have limits on how much I can order?
·We have no minimum or maximum amount of product/dollar amount able to be purchased on a single purchase order.
What do I do if I receive an order with a broken or missing product?
We will gladly accept the return of products that are defective due to defects in manufacturing and/or workmanship. Contact our Customer Service Team to begin the process.
CS@vms.org or (727) 517-4428