Frequently Asked Questions

About Vitacost.com


Vitacost.com, Inc. is a leading online retailer of health and wellness products, including dietary supplements such as vitamins, minerals, herbs and other botanicals, amino acids and metabolites, as well as cosmetics, organic body and personal care products, pet products, sports nutrition and health foods. Vitacost.com, Inc. sells these products directly to consumers through its website, www.vitacost.com. Vitacost.com, Inc. strives to offer its customers the broadest selection of healthy living products, while providing superior customer service and timely and accurate delivery.

Everyone has different health goals, and Vitacost.com has the products that can help you reach them. We’re your best source for discount vitamins, supplements, health foods, and more! With more than 45,000 items from over 2,500 of the top, most-trusted brands, our selection includes all the nutrition and wellness products you need – at prices up to 50% off retail! 

Be sure to check out our exclusive Vitacost.com brand discount vitamins, skin care line and healthy snacks--featuring the same or better quality as leading brands, without the high price tags.

What is Vitacost Five-star guarantee?

What does our 5-Star Guarantee really mean? It means that we’ve got your back - 24 hours a day, 7 days a week. It means that you can buy with confidence, because we’re committed to offering the best products at the best prices - all within a private, secure shopping environment. And if you do ever have an issue? We’ll be there to make sure things get sorted out.

International Payment Methods


Accepted forms of payment currently include:

  • Credit cards associated with Visa, MasterCard, American Express, Discover, and JCB
  • Debit cards associated with Visa or MasterCard
  • PayPal where available

If you experience difficulties using your credit or debit card to make an international purchase, please first contact your bank to ensure that your card has been enabled for international purchases. This will nearly always fix your issue. Please note that all prices are listed in USD unless otherwise noted.

International Shipping to China


We work hard to get great shipping rates from our carrier so we can pass the savings on to you. Shipping costs for international packages are based on the weight and size of your order. Simply place items in your cart, select your country “China” and click on “calculate” to see the shipping rate. Delivery time frames are estimates only and do not take into account weekends, holidays, processing, packing (please allow 12-24 hours for packing) and Custom clearance. Please allow your order time to pass through customs procedures; Please note: Before you make a purchase, please check with the Chinese Customs Office about any import regulations and restrictions regarding your order www.customs.gov.cn. For additional Custom personal tax information, please visit http://www.customs.gov.cn/publish/portal0/tab399/info68478.htm. Please be aware of the personal purchase limit set by your country. If your order exceeds this limit, you will need to arrange for a broker to clear your package through customs.  for more information, please visit  http://www.customs.gov.cn/publish/portal107/tab66105/info672751.htm.  

Please note that the prices do not include customs fees, taxes, duties or tariffs. It is your responsibility to pay these fees at the time of delivery or to contact your country's appropriate authority to discuss or dispute such fees.

DHL Global
  • Shipping rate: Flat rate $13.99 up to 3.6lbs
  • Estimated delivery in 15-35 business days
  • No Tracking
  • Any duties/taxes due at time of delivery
  • Order value needs to be under $140 USD
SF Express
  • Shipping rate: Flat rate $10.99 up to 4lbs, $2.75 per pound thereafter. No Weight limit.
  • Estimated delivery in 7-10 business days
  • Reliable full tracking door to door service
  • Tracking available
  • Any duties/taxes due at time of delivery
  • Order value needs to be under RMB1000 (Approximately $160 USD)

We will send you a shipping confirmation email with an SF express tracking number also known as your AWB# along with instructions for sending your ID to SF Express for customs clearance.  To ensure a fast delivery process, please go here and follow the instructions for uploading your photo ID as soon as possible with your tracking number also known as your AWB#. This is a one-time, simple process necessary to process your shipment. The name on the ID must match the receiver's name used at checkout. If the ID information is not uploaded in a timely manner, the processing of your order could be delayed or cancelled. If you have any questions, please contact the Vitacost.com Chinese customer service team directly

On subsequent orders you will not need to upload your ID. You will only need to submit your name, tracking number and phone number to SF express to process your order with customs.

If you don’t receive shipping confirmation email within 48 hours, please contact our customer service.

You may also scan the SF Express Wechat QR code below to upload your ID.

To track your SF express package, please visit  http://www.sf-express.com. It can take up to 48 hours before your tracking information will be available.


An international order will not be considered ‘lost’ until 60 days from the date of shipment. We are unable to process claims until the 60 day period has passed. 

Restricted Items


Vitacost.com cannot be held responsible for any laws or regulations that result in Customs applying additional costs to your order, whether tax or duties, nor any related delivery delays or seized products. As these regulations change constantly, we strongly recommend that you check with your local authorities for information on regulations that may affect your ability to receive your order.

Unfortunately, we cannot issue a refund of any kind for orders seized or destroyed by Customs unless the order is returned back to our warehouse in an undamaged and resalable condition. Refunds issued will be for the cost of the merchandise only; shipping costs will not be reimbursed. Customer needs to pay the shipping cost to return the package back to U.S.. If the packages return delivery cost is greater than the value of the merchandise, Vitacost.com will inform the carrier to abandon the package. There will be no refund to the customer.

In addition to prohibited items, we are unable to ship free samples and all products requiring cold packs internationally.

We welcome your feedback. If you find a product that needs to be restricted or allowed to ship to China, please contact us with the product name and a link to the relevant regulatory agency policy from your local authority’s website.

We’ll inspect the issue immediately and update our restrictions accordingly.

Returns & Refund


Because the U.S. Food and Drug Administration (FDA) places numerous strict regulations upon the delivery of consumable items into the country, Vitacost.com may not be able to process returns on international orders. If you received the wrong item or the product appears defective, please contact Customer Service at customersupport@vitacost.com; we will review each circumstance on a case-by-case basis to determine if a return can be processed. 

3rd Party Shipping Companies /Freight Forwarders


Using international freight forwarders or 3rd party shipping companies can be a convenient way to receive orders to your foreign address. However, please know that if you elect to use this type of service, we cannot issue you a refund of any kind or accept any return of any order handled by any outside courier. We cannot be held responsible for any damage or loss that occurs due to handling of your order by an outside courier. If you experience any kind of damage or loss when using this type of service, please contact the 3rd party company for remedy.

Fraud


Don't even think about it. Seriously. Our fraud team will catch you, and we will prosecute you to the fullest extent of the law. Vitacost.com actively prosecutes fraudulent behavior at every opportunity. If you feel that your account has been inaccurately marked as fraudulent, please contact us immediately and we’ll work quickly to sort it out.

Errors in Address


If you make an address error on your order, please note that we cannot change the delivery address after an order has been submitted. Please know that we work directly with our shippers to help resolve address issues where possible, but we cannot be held responsible for any delays, fees, or other delivery issues if you've made an error in the shipping information on your order. If such an error causes an order to be rejected, lost, or destroyed, we cannot issue a refund or replacement of any kind. If the error causes the order to be sent back to us, you may be responsible for return shipping fees, and we'll only be able to refund you for the cost of merchandise only. If the packages return delivery cost is greater than the value of the merchandise, Vitacost will inform the carrier to abandon the package. There will be no refund to the customer.

Violation of laws


Please familiarize yourself with your country's import restrictions before ordering. We cannot be held responsible for any delays, fees, fines, or penalties incurred by your order due to a violation of law. Items sold at Vitacost.com are intended for personal use.

Customer Refusal


We are not able to offer refunds on products that are refused for any reason. In addition, if Vitacost.com is billed for the cost of the return shipment due to your refusal, you may be responsible for that cost, too.

Customs Seizure


Unfortunately, we cannot issue a refund of any kind for orders seized, damaged, or destroyed by Customs unless the order is returned back to our warehouse in undamaged and resalable condition. In that event, refunds issued will be for the cost of the merchandise only; shipping costs will not be reimbursed. Please note that if the cost to return a rejected package to our warehouse exceeds the value of the order, we'll instruct the courier to destroy the package and we'll be unable to issue a refund of any kind.

Package loss


Although it is rare for international orders to get lost, please be aware that it can happen. International orders may take up to 60 days to clear customs, depending upon delivery method and government procedures. An international order will not be considered “lost” until 60 days have elapsed from the date of shipment. We are unable to process claims until this 60-day period has passed. Refunds issued will be for the cost of the merchandise only; shipping costs will not be reimbursed. Please note that we do not offer replacements or store credits. In the event that your order has been lost, you must report it as lost to us within 90 days of date of purchase. Please contact us by email, or live chat, 7 days a week, to discuss your options. For information on how to contact us, please click here.

Digital purchases


Unfortunately, we cannot issue refunds on digital purchases or opened DVD packages. Please contact customer service if you have a problem with a digital purchase. For information on how to contact us, please click here.

Disclaimer


Vitacost.com cannot be held responsible for any laws or regulations that result in Customs applying additional cost to your order, whether tax or duties, nor any related delivery delays or seized products. However, please note that the vast majority of international shipments do not experience problems or delays, and our customers are very rarely assessed additional fees. In the event additional fees are assessed to your order, your local Customs authority will contact you directly. By ordering from Vitacost.com, you agree to our policies above. Vitacost.com reserves the right to change these policies at any time, and we also retain the right to refuse service to any customer at our sole discretion.

Frequently Asked Questions:


How to contact Customer Service?


Email Us (English or Chinese)
customersupport@vitacost.com

Customer Service Hours


Monday through Friday: 8 am - 9 pm, ET
Saturday & Sunday: 9 am - 6 pm ET

Call Us (English only)


Toll Free: 1-800-381-0759

Live Chat Hours (English only)


Monday through Friday: 8 am - 7 pm, ET
Saturday & Sunday: 9 am - 6 pm, ET

Can I suggest a product for you to carry?

Can't find your favorite item here at Vitacost.com? Tell us what you're looking for and we'll do our best to make it available to you! 

How do I pay using a credit or debit card?

From the "Choose a Payment Method" page, select the "Pay using credit card" button and enter your credit card number, security code and then the expiration date from the drop-down menu. Click the "Continue Checkout" button at the bottom to proceed to place your order.

How do I pay using PayPal?

Before you submit an order using PayPal:

  • Create a PayPal account
  • Make sure all information on file with PayPal is correct 

Checking out with PayPal is super easy!

  • Go to "My Shopping Cart" and click "Check out with PayPal"
  • After clicking "Check out with PayPal", you will be sent to the PayPal login page
  • Choose the first option to "Pay with my PayPal account" and log in with your PayPal credentials
  • Once you are logged in to PayPal, go ahead and process your payment. 

What is a pre-authorization? 

The additional activity that you are seeing on your statement is actually a pending authorization — a temporary hold on your account to cover any expected charges. The pre-authorization is NOT a charge and you are not responsible for paying it. It will be removed from your account once the actual charges are collected.

When do you pre-authorize my account? 

Pre-authorizations show on your account after your order has been submitted. 

When will I be charged for my order

We do not charge your credit or debit card for any items until your order has shipped. You may see activity regarding pending authorizations – a temporary hold your bank placed on your account to cover any expected charges. Please note: a pending authorization is not an actual charge. 

Once your order physically leaves our warehouse, these pending authorizations will vanish. You’ll then see only the amount charged for your order. It can take 1-5 calendar days for the pending authorization to be removed; PayPal can take up to 30 days.

Why was my credit card declined?

Most commonly, a decline is caused by customers entering the wrong expiration date or CVV (Card Verification Value) number. Please double-check that all of the information you entered is correct. Also, be sure to review the billing address you entered matches exactly to what your bank or credit card company has on file. If everything is correct, call your bank or credit card company for an explanation as to why it was declined. Your bank, or credit card company, has access to your decline records and can provide the reason for the decline; we do not have this detailed information.

Can I cancel my order?

Yes, but only if you have an account with us and were logged in when you placed the order. You may remove items or cancel your order within 15 minutes of the time you placed the order. If your order was placed using our Guest Checkout, you unfortunately cannot make changes to your order online.

Can I add items to my order? 

Unfortunately, items cannot be added to an order that has already been placed.

Will I get an order confirmation?

Yep – be on the lookout for your confirmation email. It will be delivered to the email address you provided when your order was placed. 

Why can’t I track my order?

Please note the following:
It can take up to 24 hours before your tracking information is available.

Can I have a Promo Pocket if I don’t have an account with Vitacost.com? 

Unfortunately, Promo Pocket is not available to customers without an account. By having an account with us, we know who you are and can store promo codes that are just for you in your Promo Pocket. Setting up an account with us is easy – Just go to the account page, enter your email address, select, "No, I am a new customer" and click "Log In"

Do promo codes have monetary limits?

Each promo code has its own terms and conditions; most codes apply only to purchases up to $1,000 USD. 

Do all promotions apply to all items? 

Each promo code has its own terms and conditions; exclusions may apply. Look for information on the promotional banner - you may also see information about a promotion on specific product pages.

Do you sell wholesale?

Because we are a retailer, we are unable to offer wholesale pricing. However, we do offer amazing everyday low prices on our entire inventory of healthy products.

Affiliate program:

What is an affiliate program?

An affiliate program is an arrangement between an online merchant and a blog or website. The merchant agrees to pay commission in exchange for incoming traffic from the blog or website.

  • We pay commission monthly on total sales. You can receive an increase in commission in exchange for placements of our banners on your website. 
  • We will supply you with exclusive promos, text links, banners etc. 
  • We love all affiliates, big and small.

How do I earn cash using the affiliate program?

As an affiliate, you will have access to links and banners that you can place on your website, blog or in emails. These links will drive traffic to the Vitacost website. Vitacost.com will pay a commission for each sale generated through affiliate links. For additional information, please contact affiliate@vitacost.com.

Enjoy shopping at Vitacost.com!

International Customer Service

Have a question? Contact Us
Customer Service Hours
Monday-Friday: 8am - 9pm, ET
Saturday & Sunday: 9am - 6pm, ET
Please read our Disclaimer before ordering
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