At Vitacost.com, we know how important it is to have access to healthy, affordable products for you and your family, especially at a time like this. Follow this page for continuous updates and information about items, orders, policies and safety procedures.
Item Availability, Processing & Shipping
We’re working around the clock to re-stock crucial products (including cleaning/household supplies, food and supplements) and fulfill orders as quickly as possible. Due to high demand, quantities will be limited on certain items; you may also experience out-of-stock and cancelled items. As a result of high shipping volume experienced by our delivery partners, order delivery may be delayed an extra 1-3 days, depending on shipping method and location.
ShopRunner update: The ShopRunner "Free 2-Day Shipping & Free Returns" service has been discontinued on our site, due to suspension of returns and shipping delays caused by COVID-19. We apologize for the inconvenience. More on this update >
Note for international customers: Due to current restrictions from countries and/or shipping carriers, we are temporarily unable to ship orders to the following countries at this time: Argentina, Bermuda, Botswana, Brunei, French Guiana, French Polynesia, Guadeloupe, Israel, Laos, Martinique, Mauritius, Mongolia, Reunion, Samoa, Seychelles, St. Pierre & Miquelon, Tajikistan, Timor-Leste and Turkmenistan.
These countries have instituted a temporary 3.6 lb. weight limit for packages: Cayman Islands, Chile, Honduras, New Caledonia, Nicaragua and Suriname.
We apologize for this situation and we appreciate your patience during this time.
Refunds and Replacements: Policy Updates
As part of our new Refund Policy, we are no longer accepting returns, in an effort to protect the safety of our employees, save you the hassle of re-packing/shipping items and to reduce the environmental impact of shipping the same item multiple times. For refund and replacement requests, please visit our Online Service Center and refer to our updated Refund Policy for more details.
Contacting Customer Service
We are experiencing an extremely high volume of emails, calls and chats; as a result, response time in all channels will be longer than usual. Please do not send multiple emails – we are responding to them as quickly as possible in the order they are received. We appreciate your patience and understanding!
To track your order or access answers to frequently asked questions, you can visit our Online Service Center at any time.
Sanitation Protocol at Our Fulfillment Centers & Offices
We wanted to let you know about the specific and documented sanitation protocol being followed by our fulfillment centers, which includes:
We’re following similar protocol in our offices, where surfaces are being disinfected and supplies, such as hand sanitizer and disinfecting wipes, are readily available to all associates. We’re also requiring associates to work remotely when possible and appropriate, in addition to encouraging everyone to follow CDC guidelines for protecting themselves and those around them.
Associate Well-Being and Safety
Vitacost fulfillment center associates have their temperature taken daily to monitor their well-being. They are also provided masks and gloves to protect themselves, each other, and you.
However, there is a national shortage of personal protective equipment, and we fully support America’s health care workers having first priority to obtain the equipment they need. Our parent company, Kroger, is advocating to government officials at all levels for help securing a priority place in line for all grocery workers - after health care workers - to have access to protective masks.
Emergency Leave and Financial Assistance
Kroger has enacted Emergency Leave Guidelines, allowing paid time off for associates diagnosed with COVID-19, placed under mandatory quarantine and paid time off for self-isolation and symptoms as verified by an accredited health care professional. All eligible associates will receive their standard pay for up to two weeks (14 days).
For those affected by COVID-19, the organization has also made available $5 million through the Kroger Family of Companies Helping Hands fund to provide financial assistance to associates who face hardship due to COVID-19, including lack of access to childcare and for those considered higher-risk.
Our Commitment to You
In addition to making crucial products available, we're committed to offering them at the same low prices you've come to expect from us. We have always believed that healthy foods, supplements and household supplies should be affordable and available to as many people as possible, and that mission is even more important today.
Please check back often for new updates to this information. We wish health and happiness to you and your family!
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