FAQ

General Information

What is VetFriends.com?


Special bonds are formed between U.S. soldiers who have and are serving side by side in the U.S. Armed Forces. In 2000, the idea of an online veteran registry came to VetFriends founder, Corporal Sutcliffe, during a conversation with his father-in-law, a veteran of the Korean War. When asked whether he would attend a hypothetical reunion with his old Army unit, Sutcliffe's father-in-law responded, "I'd be on the next plane to Korea to see those guys!" Reflecting on the depth of this reply, Sutcliffe realized the special bonds of military brother and sisterhood often withstand the tests of time, and that with the help of modern technology, those bonds could be reestablished.

To date, thousands of people have been reconnected through VetFriends.com, spanning from World War II, Operation Desert Storm, and the present. VetFriends.com has a current member count of over 1,800,000 people and averages 500,000 visitors per month to the site.

VetFriends.com offers services such as: allowing its members the ability to search VetFriends' 1.8 million+ member database to make contact with military service friends and relatives; providing information on how to obtain your own or a relative's military records and medals; military message boards; veteran job boards; a photo collection featuring past and present military photos; military jokes, cadences, and lingo; site areas where visitors can search for and post military reunion notices, a military pride merchandise catalog, and more.


Contact Us

  • Office Hours: Monday - Friday, 9am -3pm EST
  • Phone number: 1-800-975-1618
  • Email: support@vetfriends.com
  • Return Policy


VetFriends.com Privacy Statement - Link - https://store.vetfriends.com/privacy/

Membership Info

Where can I find more information on VetFriends.com memberships?   We currently offer several levels of membership, each with varying degrees of member benefits:

To learn more about our Free, Gold, Platinum, and Lifetime membership options, please visit the following link. If you have any further questions, feel free to contact our Customer Service Department. 


How do I edit my profile?   Having difficulty making changes to your profile? You can edit your name, e-mail address, and anything in your membership profile by logging into your account.

Once logged in, go to the blue, left-hand column and click on the link "Edit Profile." This will enable you to make changes to your profile. Don't forget to hit the "Finish" button at the bottom right of the Edit screen to save the changes you made.

Searching for your buddies   There are several ways to search for your friends on VetFriends.com.

You will first need to log on to VetFriends.com.Then you may choose from the following search options (all are located within the blue column on the left of the home page):

  1. "Search for Veterans & Military Personnel" - Enter the person's name in the first & last name boxes. Select the branch (Army, Navy, Air Force, Marines, or Coast Guard) from the drop down list.
  2. "U.S. Public Records-Find Anyone" - Please note, this is not a search just for military veterans; it is a public search that searches over 1 billion U.S. public records to access name, address, telephone number, date of birth, and e-mail address (when available). If you are looking for a public military-specific search tool, see below.
  3. "Bonus - Access U.S. Veteran People Finder Tool" - VetFriends.com now has a bonus 2.7 million member Veteran search tool.
  4. "Search Military Units" - Select your branch and enter your unit name when prompted. There are multiple ways a unit name could appear, so we suggest that you start your search with a broad term. Members who have registered under each unit will be shown.
  5. Use the message board to post a message about the person you are looking for.
*Unfortunately, not even the U.S. Government keeps track of all our veterans' whereabouts and contact information. Likewise, VetFriends.com requires persons to register in our registry in order to be found and emailed. VetFriends.com currently has over 1.8 million members and is growing by the day! If your friend has registered with VetFriends.com, then we may have his/her email address.

 

Catalog Purchases

Credit card data is secured with Braintree, a PCI compliant third-party solution and that no sensitive data is housed on VetFriends.com servers.

All VetFriends.com Premium members (Lifetime, Platinum or Gold), when logged into their membership account receive discounts on all product prices plus get Free Standard Shipping. Priority shipping is an option that requires additional fees.

  • Lifetime Members receive 25% off each item
  • Platinum Members receive 15% off each item
  • Gold Members receive 10% off each item

PROMOTIONAL CODES
Promotional codes are limited time offers. Promo codes are only good for use on new orders and may not be applied to previously placed orders.

SHIPPING
The VetFriends Team does our best to ship your order once fulfilled within 2-5 business days. Business days do not include Saturdays, Sundays, or days of holiday observance. Priority shipping does not rush fulfillment times. Priority orders are still subject to the availability of the items in the order. All orders are fulfilled in chronological order and then in order of availability by our shipping department. 

All orders over $100 are shipped with a signature guarantee. If you are not available to sign for the package at the time of delivery you must contact the United State Postal Service. For any order with an incorrect mailing address our customer service agents will attempt to contact you via the email address provided with the order. If a customer does not respond within 5 business days, the order will be refunded to a store credit gift card for the order to be purchased at a later time with the correct address. At this time VetFriends does not ship internationally. VetFriends will however ship to a Military APO Address.

CANCELATION POLICY
All orders canceled by a customer within our normal processing time of 2 to 5 business days will be refunded in store credit gift card. Any duplicated orders that are canceled will be refunded back to the original form of payment. A store credit option will be offered for any duplicates. Orders canceled outside of our normal shipping times can be refunded back to the original form of payment if it is requested in email form to returns@vetfriends.com.

BACKORDERED ITEMS
While we do our best to ensure that we have sufficient stock on all of our items, on rare occasions we may run out of stock. If we do run out of stock on a particular item you've ordered, we will ship the remainder of your order first; notify you via email; highlight the items that are backordered and ship them out as soon as possible to complete your order. If we are not able to complete your order, we will notify you via email and refund the cost of the item in a store credit gift card. Backordered items are invoiced when they ship, not when your order is placed. However, your purchase receipt will show your total order amount, including the backordered items.


Price Match Policy

The details:

Our Price Match Guarantee covers one price match per identical item per customer, at the current final-sale price (tax +shipping/handling) available to all customers.

  • External Price Matches (Competitor Pricing)

If you find a lower price on a competitor's site for a new identical item, just provide proof of price to our Customer Service Department, and we'll match the price by issuing you a credit for the difference.

For items that have already been purchased from VetFriends.com, you must contact Customer Service within seven days of your initial purchase in order to claim your Price Match rebate.

Because we offer free shipping on all orders, if the competitor does not offer free shipping, the shipping costs must be applied to the competitor's price before attempting to claim a price match.

 

  • Internal Price Matches (VetFriends pricing)

If you notice a lower price on VetFriends.com for an item you have already purchased from us, we will honor the lower price if claimed within three days.

The exclusions:

  • The item cannot be a final sale or clearance item from a competitor's store.
  • Items must be identical and not fall under any special membership pricing on the competitor's site.
  • VetFriends will not match competitor prices lowered as a result of: financing offers, bundles, BOGO or free items, pricing errors, mail-in offers, coupon offers, items advertised as limited quantity, clearance items, open-box items, refurbished items, pre-owned items, daily deals, special - hour sale event items, credit card offers, or gift card offers.
  • Proof of price:

Our customers must provide the online price and retailer by providing an active link for customer service to verify. Please forward all price match links to support@vetfriends.com, and provide the date you saw the lower price.

If you have already purchased an item from VetFriends.com and seek a Price Match rebate, please also provide the date of your original purchase.

Retroactive price matches will only be honored if claimed within the 3-day window for VetFriends price matching, or 7-day window for competitor pricing.


Can I combine this with other discounts and promotions?

Promotional/coupon codes may not be combined with the Price Match Guarantee.

VetFriends membership discounts are always honored.

*This policy is subject to change without notice. All final decisions regarding the price match guarantee ultimately rest within the Customer Service Department, who reserves the right to refuse or honor a price match at any time.*



When can I use my promo/coupon codes?   Promotional codes are limited time offers. Promo codes are only good for use on new orders and may not be applied to previously placed orders.

How long will it take to receive my package?   We try our best to ship orders within 2-5 business days (i.e. Monday - Friday).

 

  • How will my package be shipped? We use the United States Postal Service for all of our shipping needs. When your order is shipped, you will receive a tracking number. We do not provide overnight or expedited shipping, even for an extra charge. All items are shipped by USPS First Class or Priority Mail, dependent upon size and weight of the package.

  • All orders over $100.00 must be signed for. If you are not home to sign for the package at time of delivery, a notice will be left on your door or mailbox.

  • International Orders - Unfortunately, we are unable to accept/ship orders outside of the United States at this time. A.P.O. addresses are accepted.

Cancellation Policy - You may cancel an order any time before shipment. Once the item has been shipped, you must refuse the package or pay for return shipping. See below for more information regarding the refund/exchange policy.

Return/Exchange Policy

Store credit will be issued for any product returns or cancellations, equal to or greater the original purchase amount. In the event that store credit is not accepted by the customer, a cash refund can be issued with approval. Please send any cash refund inquiries to: returns@vetfriends.com.

Conditions for Returns and Exchanges:
*Item does not smell of smoke or pets
*Item is in its original condition
*Item is not washed
*Item is mailed back to VetFriends within 365 days from the date of purchase

If your return does not meet the above criteria we will only issue a store credit and the 365 money back guarantee does not apply as the item cannot be restocked. We will inform you of which of the conditions have not been met and we will send your store credit gift card via a separate email. If we receive the item in a condition that does not meet our return criteria, we reserve the option to not refund the item.

Returns
You should expect to receive a store credit gift card the same day as our receipt of your package. You will be notified via e-mail of the status of your refund and any potential adjustments once we have received and processed the return. Our VetFriends store credit gift cards will never expire and balance is saved. Store credit can be combined with member discounts, sale prices and special promo codes as well.
In the event that store credit gift card is not accepted by the customer, a cash refund can be issued with approval. Please send any cash refund inquiries to: returns@vetfriends.com before shipping a return to us.

Exchanges
To exchange an item you purchased, simply mail the item back to us (to the address below) with a note giving your order number and the item number that you would like in exchange. Once we receive your exchange request package we will contact you via email and let you know the process of the exchange. We will process any exchange within $3 as an even exchange. If the item you would like is of a higher price we will refund the unwanted item in store credit that can be applied when purchasing the item of a higher price.
Please note if you have any general concerns or questions about our returns policy, please submit a ticket using the "Returns & Exchanges" option, and we will respond within 48 hours.

Damaged or defective Items
In the unlikely event that an item is damaged during shipping or is defective, please send if possible a photo of the item to returns@vetfriends.com to initiate an automatic replacement item to be shipped. If you are unable to send a photo please send an email describing the damage or defect and we will ship out a replacement. In your email please reference your order number to assist in facilitating your order correction. If the item is not in our available stock we will contact you to suggest a suitable alternative.

Our mailing address:
VetFriends.com
547 Long Point Rd Ste. 113
Mount Pleasant, SC 29464

 

Additional Resources:

Quick Links:



Need help using certain site features? Check out these troubleshooting videos!


Your VetFriends membership account:

How to Log in to your account from Homepage:

https://www.youtube.com/watch?v=7YRuJfXNlhs


How to log in and apply your membership discounts
(Note: this video applies to lifetime members only, although Gold and Platinum level members are also eligible for discounts.)

https://www.youtube.com/watch?v=KedQHAYQnKI


How to personalize your VetFriends membership card:

https://www.youtube.com/watch?v=Mm_jd802d0o


Creating and updating your VetFriends profile page:

How to upload photos to your profile:

https://www.youtube.com/watch?v=XBGIHIKaXAk


How to add military awards to your profile:

https://www.youtube.com/watch?v=cZ4KPA86spY


How to add military units to your profile:

https://www.youtube.com/watch?v=65qIQhR84zY


Performing a military member search:

How to search for a Veteran:

https://www.youtube.com/watch?v=G7Yb-VGQzK0


How to Search for Units with Premium Access:

https://www.youtube.com/watch?v=-BQA9pyJ1Rk


The People Finder search tool demo:

https://www.youtube.com/watch?v=_NZYDzJAW_A



How can I get information about advertising on your site? - If you are looking for more information on advertising on VetFriends.com please use the following link:



When inquiring about advertisement, please provide us with details regarding:

  • Your company, product, and/or service
  • Your intended audience/demographic
  • The expected time frame for your advertising campaign