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Veterans Canteen Service (VCS)

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FrequentlyAskedQuestions

Special Order FAQs

1.    How do I know what tires to choose? 

Contact your local Firestone or Goodyear dealer and they will help you choose a tire.  Our customer service representative cannot recommend a tire to you. 

 

2.    Where do I go to get my tires?

Our customer service representative will provide a list of participating dealers based on your location.  You may pick from this list of dealers.

 

3.    Why isn’t mounting included in tire price?

Payment must be made directly to the tire installation facility due to liability issue.

 

4.    Why does my order have to ship to a canteen?

Not all orders must be shipped to the canteen.  It depends on who the vendor is.  Some vendors currently do not have the capacity to ship direct-to-customer however the PatriotStoreDirect is working with all vendors to insure they can in the very near future.

 

5.    Can I track my items without having to call the 1-800 number?

At the present time, we do not have a tracking system in place. However, you may email VCSDirect@va.gov  with your name and order information to follow up on tracking or contact us at 1-800-664-8258 for updates.

 

6.    Can I get the same merchandise from you that I get in the stores?

PatriotStoreDirect currently does not have the ability to carry the same merchandise that is carried in the PatriotStore.  It is something we are working on in the future.

 

7.    What is the refund or return policy?

The refund/return policy varies widely depending on the merchandise.  Please contact PatriotStoreDirect at 1-800-664-8258 or email VCSDirect@va.gov for specific information.

 

8.    How do I submit a compliment or complaint? Does anyone actually respond to them? 

You can submit a compliment and/or complaint at VCSDirect@va.gov.  All messages are read and responded to as quickly as possible.

 

9.    How do I get a catalog?

We do not have a physical catalog; however, you may visit the website at: http://www.vacanteen.va.gov/PatriotStoreHome.php  to view all products and merchandise available for purchase through the PatriotStoreDirect.

 

10.  Who pays for shipping?

Shipping is included.  There are no additional fees for shipping merchandise purchased with PatriotStoreDirect.

 

11.  Does the PatriotStoreDirect accept Gift Certificate?

The PatriotStoreDirect does not accept gift certificates at this time.

 

12.  Can I order the merchandise I see on vendor websites through PatriotStoreDirect?

PatriotStoreDirect works directly with each vendor to identify the best available assortment.  Merchandise found on vendor websites is often not available and we recommend you order from the items shown on our website for best service. 

 

13.  Can I place my order on line?

PatriotStoreDirect currently does not have on-line ordering capability but, we are working on an on-line ordering program for the near future.  However, customers do have the option of filling out an electronic email ordering form if they choose not to phone in their order.  Once you have determined the item(s) you would like to order, see the main page of the site at http://www.vacanteen.va.gov/PatriotStoreHome.php for the order form link.

 

14.  Why can I no longer sign-in or make purchases through the Exchange On-line shopping website? A few years ago, VCS had a relationship with AAFES Exchange Online shopping, however this program is not owned and operated by VCS; therefore the service is no longer available.  VCS is working on a new on-line shopping program which will expand our assortment with a wide array of merchandise offerings all available online for your convenience at a great value.  Our new online shopping program will be available for all Veterans enrolled in VA Healthcare and VA employees, allowing you to shop directly with our existing vendors, as well as many new and exciting items.

 

If you would like to be notified of the on-line shopping launch, please email the information below to VCSMarketing@va.gov :

a.            Name

b.            Address

c.            Phone

d.            Email address

e.            Branch of service (if Veteran)

 

 

 

 

If you still have questions, please contact us at VCSDirect@va.gov