SHIPPING & RETURNS

Contiguous U.S.

Free standard shipping on all orders $99 or above (and just $4.95 for orders below $99)

Orders are shipped by our choice of UPS or USPS Priority, which we select based on package size, destination and price.

Estimated business days to delivery: West Coast 2-4 days, Central US 3-5 days, East Coast 5-8 days.

Free Shipping and Standard Shipping applies to all residences, commercial addresses and P.O. Boxes within the 48 contiguous United States.

Expedited Services: UPS Next Day Air, 2nd Day Air, 3-Day Select

Please provide a daytime phone number when requesting expedited services.

Expedited shipping charges will vary according to the service requested and your

location. When you checkout, our online web store will display the exact charges

for all options available.

UPS does not deliver via Expedited Services to P.O. Boxes. A physical address will be required for all expedited deliveries.

 

Alaska, Hawaii, Puerto Rico, Guam, US Virgin Islands, APO/FPO/DPO boxes

U.S. Postal Service Priority Mail. Shipping charges are:

$8.50 for orders up to $100

$13.50 for orders over $100 up to $200

$20.50 for orders over $200 up to $350

$28.50 for orders over $350

 

Canada

U.S. Postal Service International Priority Mail. Shipping charges are:

$19.95 for orders up to $100

$29.95 for orders over $100

We are unable to offer any expedited (overnight) shipping at this time.

 

All Other International Destinations

U.S. Postal Service International Priority Mail.

 

Customers are responsible for understanding the customs regulations of their country.

 

Shipping charges are:

$38.50 for orders up to $100

$43.50 for orders over $100 up to $200

$50.50 for orders over $200 up to $350

$63.50 for orders over $350 up to $500

$78.50 for orders over $500 up to $700

$163.35 for orders over $700 up to $1,000

$192.40 for orders over $1,000 up to $1,500

$267.85 for orders over $1,500

 

How To Ensure Your Ups Package Is Delivered

For UPS shipments, it is at the discretion of the driver whether they will leave an unattended package if you are unavailable to provide a signature (this is particularly an issue for apartment buildings). As indicated on the UPS website, you may leave a note on the expected day of delivery for the UPS driver to leave the package if you are not home. Alternatively, you may consider shipping to your business address if applicable so someone will be available during business hours to sign for it.

 

NO HASSLE RETURNS

As long as you contact us within 15 business days of receiving your product, we will be happy to assist you with the refund procedure. Please contact us via email at customer-service@vitanova.com or via phone at 800-381-9005 for a return merchandise authorization (RMA) number.  We are sorry that we cannot process returns if after 15 business days after receiving your product.

In order to receive a full refund, credit or exchange you must first request a RMA number and follow the instructions provided. Returns received without a RMA number, or packages marked return to senders or refused, may not be issued a refund. The RMA number must be clearly written on the outer box. If you received a RMA label via email, print the label and tape it to the outer box.

Please pack your returns well to ensure that we receive them intact. We’re sorry, but we cannot issue refunds for returned products that are damaged in transit due to insufficient packing material.

When we receive your return, we will issue a full purchase refund, minus the cost of shipping. After receiving your return, it generally takes 5-7 business days or less to process your refund. Once processed, it can take up to one billing cycle for this return to be posted to your account, depending on your financial institution.

 

Product That Was Damaged in Transit

In the rare event you receive a product that was damaged or lost in transit from us, please call our customer service department and we will promptly assist you. Below you will find details regarding what options are available for addressing packages that are lost or damaged in transit.

 

Within the Continental US (Domestic)

Our standard method of shipment is via the United Parcel Service (UPS), ground or expedited service, because your package(s) is insured and tracking information is available. If you suspect your package is lost, or if you receive your package with damaged contents, please call us at 800-381-9005 or e-mail customer-service@vitanova.com as soon as possible. There is no need for you to call UPS, we will gladly do that for you, including submitting claims if necessary. It is important for you to retain the original box, the damaged item(s), and the packing material for possible inspection, for 7 working days from the day you report the issue to us. After that time you may discard the box and any broken items, unless otherwise directed by an inspector. We will replace the damaged item(s) or issue a credit depending upon the situation.

If you chose to have your package shipped via U. S. Postal Service Priority Mail, please be aware that your package is uninsured with limited tracking. If you chose this shipping option, we cannot be responsible for lost or damaged packages – and this is one reason why we encourage our U.S. customers to utilize UPS for their shipping needs.

Outside the US (International)

We utilize the U.S. Postal Service’s Priority Mail International for all international shipments, which means that your order has limited insurance and tracking. If you suspect your package is lost or you received it damaged please notify Customer Service immediately, at 800-381-9005 or e-mail customer-service@vitanova.com.

For lost packages, we will officially submit the claim with the U.S. Postal Service for you.

For damaged packages, you will need to take the package with its entire contents (including packing materials) to your local postal office as soon as possible, and report it in person.

If the US Postal Service issues payment on the claim for the lost or damaged package, then we will refund you for the appropriate amount (not including the shipping cost). We’re sorry, but we cannot send replacement product at no charge internationally.

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