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FAQs

Orders & Tracking

Looking to track your package?
Once your order ships, you’ll receive a tracking link by email.

🕓 Tracking not updating?

Tracking can take up to 24 hours to activate. If there’s no update after 3 business days, let us know.

Need assistance?

📧 Email Subject: Tracking Issue – [Order #]

Didn’t receive your order?
We're sorry! Occasionally, shipping delays or delivery issues happen.

📦 First, check tracking.

Use the link in your shipping confirmation email to view your order status.

📬 Still missing?

If it’s marked as delivered but you haven’t received it, or there’s no tracking movement after a few days, contact us.

Need help now?

📧 Email Subject: Order Not Received – [Order #]

Need to update or cancel your order?
We try to ship orders as quickly as possible, so changes aren’t always guaranteed — but we’ll do our best if it hasn't shipped yet.

🔄 Want to change an item or address?

Reach out ASAP and we’ll try to catch it in time.

🛑 Want to cancel?

If your order hasn’t shipped, we may be able to cancel it and issue a refund.

For urgent changes:

📧 Email Subject: Order Change Request – [Order #]
📧 Email Subject: Order Cancellation Request – [Order #]

Something not quite right in your order?
If you received the wrong product or something is missing, we’re here to fix it.

📸 Received the wrong item?

Please send us a clear photo of the item and your packing slip.

🕳 Missing something?

Double-check your package and packing slip — items may ship separately. If it’s not there, we’ll make it right.

Get this resolved fast:

📧 Email Subject: Wrong or Missing Item – [Your Order #]

Shipping & Delivery

What shipping options do you offer?
We provide several shipping methods to suit your needs:

  • Standard Shipping: Reliable delivery within 5–7 business days.

  • Express Shipping: Faster delivery, typically 2–3 business days.

  • Free Shipping: Available on orders over $99 within Canada.

Shipping rates depend on your location, order size, and shipping speed selected.

Need help choosing a shipping option?

📧 Email Subject: Shipping Options & Rates Question

Is your order late?
We understand timely delivery is important. Delays can happen due to weather, carrier issues, or high demand.

What to do:

  • Check your tracking info first for updates.

  • If no movement after several days past expected delivery, contact us.

We’ll help resolve the issue or find a suitable solution.

Need assistance?

📧 Email Subject: Delayed Delivery – [Your Order #]

Do you ship outside Canada?
Yes, we offer international shipping to select countries. Please note that delivery times and shipping costs vary by destination.

Customs & Duties

International orders may be subject to customs fees, taxes, or import duties, which are the responsibility of the recipient.

Questions about international shipping?

📧 Email Subject: International Shipping Inquiry

What if there’s an issue with my shipping address?
If your address is incomplete or incorrect, your order may be delayed or returned.

Can I update my shipping address?

Contact us ASAP to request changes before your order ships. We can’t guarantee changes after shipping.

Need to update your address?

📧 Email Subject: Shipping Address Update – [Your Order #]

Returns & Refunds

Is there a restocking fee for returns?
Yes, for returns with a value over $200, a 15% restocking fee applies.

  • This fee helps protect against abuse of the return system.

  • Restocking fees may be waived at the manager’s discretion, based on customer service considerations.

Have questions about restocking fees?

📧 Email Subject: Restocking Fee Inquiry – [Your Order #]

How do I start a return?
Customers must log into their Vitasave account, go to Order History, and click the Return button next to the item they want to return.

  • Returns must be initiated within 30 days of delivery (not purchase date).

  • This streamlined process helps speed up return approvals.

Need help with online returns?

📧 Email Subject: Help with Return Initiation – [Your Order #]

What can I return?

  • Unopened items are eligible for a full refund within 30 days of delivery.

  • Opened items can only be returned if defective or if you experienced an adverse reaction.

Change-of-mind returns (e.g., wrong item ordered, no longer needed) are accepted only if the customer covers return shipping costs.

Have a question about your item’s return eligibility?

📧 Email Subject: Return Eligibility Question – [Your Order #]

Are there items that can’t be returned?
Yes. Some products are final sale and cannot be returned, including:

  • Perishables

  • Cosmetics

  • Sanitary goods

  • Clearance items

  • Gift cards

Questions about non-returnable products?

📧 Email Subject: Non-Returnable Items Inquiry

Can Vitasave refuse my return?
Yes. We reserve the right to refuse any return that:

  • Doesn’t comply with our return policy

  • Shows signs of abuse or fraud

This helps us maintain a fair and professional shopping experience for all customers.

Need clarification?

📧 Email Subject: Return Refusal Explanation

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