FAQs
Welcome to VMS Frequently Asked Questions (FAQs)
At Veterans Medical Supply, we are committed to providing exceptional service and high-quality medical products to our valued customers. We understand that you may have questions about our products, services, and policies. This FAQ page is designed to provide you with quick and easy answers to the most common inquiries. Whether you are a new customer or a long-time one, we hope this resource helps you find the information you need. If you have further questions, our customer support team is always here to assist you. Thank you for choosing Veterans Medical Supply!
Orders
Where do I submit my order?
You may submit your order directly on www.vmscatalog.net. Customers who need assistance may contact VMS Customer Service at CS@vms.org or (727-517-4428).
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 your order by logging into your account on vmscatalog.net. Tracking information will be provided here.
Tracking information will also be emailed to you once it is available.
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 order, order confirmation, and order tracking?
Copies of all documents are contained in your customer account. Order confirmation and tracking will also be emailed to you.
Why is my order on hold?
Your order is on hold because:
o We are missing your payment information
o We need a physical street address
o Your payment authorization failed
o 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.
Returns
How do I return an item?
To begin a return, contact our Customer Service team at CS@vms.org or (727) 517-4428.
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. You can start a return online under your customer account. You may also contact VMS Customer Service at CS@vms.org or (727) 517-4428.
Shipping/Delivery
What shipping methods do you offer?
Standard, expedited, and overnight shipping are available.
How much is shipping/delivery?
Shipping is a standard fee of $13, regardless of number or size of items. Free shipping is offered on orders of $150 or more. Available to the contiguous U.S. 48 states only.
When will I receive my item?
All items ship from our warehouse in St. Petersburg, FL. Orders placed before 2 p.m. EST Monday – Friday ship out the same day.
Extra charges apply for expedited shipping, or shipping to Alaska, Hawaii, and Puerto Rico.
Customer Account
How do I open a customer account?
Anyone can open a customer account on vmscatalog.net. You do not need to be associated with the VA or a government entity.
You can register and log-in by clicking on the “My Account” link at the top of the website.
Although you can place an order and check out as a guest, we highly encourage you to register for an account. This makes it easier to track orders, start returns, etc.
Miscellaneous
Where can I find how to assemble/install my product?
Assembly and installation instructions are included with every product.
I have a question about a charge/credit I received. Who do I contact?
Please contact VMS Customer Service at CS@vms.org or (727) 517-4428.
I have not found my question/answer here. What should I do now?
Please contact VMS Customer Service at CS@vms.org or (727) 517-4428.