ORDER PROCESSING
All orders are typically processed within 1 to 3 business days (excluding weekends and holidays) upon receiving your order. An email notification will be sent when your order has been shipped. Please note that potential delays may occur due to high order volumes, issues with postal services, or during the holiday season. Additionally, statutory holidays may cause delays beyond the initially specified shipping times.
OUT-OF-STOCK ITEM
If the product you ordered is temporarily out of stock, you have two options:
- Receive a full refund or credit for out-of-stock products.
- Hold your order and ship once the out-of-stock products are back in stock.
SHIPPING WITHIN CANADA (DOMESTIC)
Flat Rate Shipping:
We offer a flat rate shipping fee of $9.99 for deliveries within Canada. Please note that additional charges may apply for remote locations, including Prince Edward Island, Newfoundland, and the territories (Yukon, Northwest Territories, Nunavut).
*Even if the shipping fee is paid at checkout, additional charges may apply once we verify the shipping address details. If this is the case, our customer service team will contact you to discuss the details.
Free Shipping Offer:
Enjoy free shipping on orders over $99.99 within Canada. This offer applies to both web and telephone orders. Please note that free shipping does not apply to remote locations, which are ineligible for this offer. If your order total after discounts is less than $99.99, shipping charges will be applied. For example, if your original total is $100 and a $10 discount reduces it to $90, shipping fees will apply.
- Free shipping does not apply to international orders; international shipping is charged at its own rate. For international orders, free shipping is not available, and additional shipping fees may be required if the actual weight exceeds the estimated weight calculated during checkout.
- Gift cards and taxes do not contribute to the order total for free shipping eligibility. Additionally, orders must adhere to Canada Post's size and weight requirements (no dimension greater than 1 meter, weight less than 30kgs); hence, oversize items typically do not qualify for free shipping. Hazardous goods shipments are also ineligible for free shipping.
- Furthermore, your order may not meet the criteria for free shipping in specific cases due to weight or destination, despite appearing to 'qualify' during the checkout process. In such situations, our customer support team will reach out to you via email.
*Orders are insured in case of damage or loss. Applicable provincial and federal taxes are applied when your order is processed. Most orders are shipped from Toronto, ON, and take one business day to process, in addition to the delivery times shown. Isolated and remote areas (Yukon, Northwest Territories, Newfoundland, Labrador, and Nunavut) may take longer.
Estimated delivery times are as follows:
In-store Pickup:
You can skip the shipping fees with free local pickup at “Unit 38 - 7181 Yonge St., Thornhill, ON, L3T 0C7”. After placing your order and selecting local pickup at checkout, your order will be prepared and ready for pick up within 0 days to 4 business days. Additional processing time may apply depending on the product. Once your pickup is ready, you will receive a notification via email. This includes detailed instructions and what to bring for pickup. The pickup location details will also be sent to your email. Our in-store pickup hours are 10:00 am to 6:00 pm on Monday to Friday excluding holidays. During pickup, it is required to present both the order confirmation email and a valid ID with a name matching the customer's name on the order.
SHIPPING TO THE US
The cost for shipping items to the US varies based on weight, starting at $24.99. Please check the specific rates at checkout.
Orders sent to the USA are shipped by Expedited Post. There are no Canadian taxes applied to orders shipped to the USA; however, all orders go through customs and are subject to import duties, taxes, and custom processing fees. A customs invoice will be included with your parcel or may follow in the mail. Recipients are responsible for paying these additional fees. VITAShop.ca is not accountable for these charges if they are applied, and they are the responsibility of the customer.
Due to the US Government's suspension of its duty-free "de minimis" exemption, VitaShop is no longer able to ship to the US for the foreseeable future. This section will be updated as circumstances change.
In the US, delivery usually takes around 4-12 business days. US orders are shipped by insured airmail or surface. Tracking does not apply to these shipping methods.
SHIPPING TO KOREA
FLAT RATE SHIPPING:
For orders under $99.99, the shipping fee is a flat rate of $8.99
FREE SHIPPING:
Orders over $99.99 qualify for free shipping. However, if the order exceeds 2 kg, additional charges based on weight will apply. Final shipping costs will be calculated and displayed at checkout.
- Gift cards and taxes do not contribute to the order total for free shipping eligibility. Additionally, international orders must meet shipping size and weight requirements (no dimension greater than 1 meter, weight less than 30 kg), so oversized items may not qualify for free shipping.
- Hazardous goods shipments, which may include items such as flammable or dangerous materials, are not eligible for free shipping. Additionally, your order may not be eligible for free shipping in certain cases due to its weight or destination, despite 'qualifying' for free shipping. In these specific situations, our customer support team will contact you via email.
SHIPPING TO CHINA
FLAT RATE SHIPPING:
We offer a $9.99 flat rate shipping to China. Additional or exceptional shipping charges for your order will be calculated and displayed at checkout. If additional payment is required, we will contact you via email. If there is no response to the email within 7 days, the order will be automatically canceled, and a refund will be issued.
FREE SHIPPING:
For orders over $99.99, free shipping is automatically applied during checkout. Gift cards and taxes do not contribute to the order total for free shipping eligibility. International orders must meet shipping size and weight requirements (no dimension greater than 1 meter, weight less than 30 kg), so oversized items may not qualify for free shipping. Hazardous goods shipments are also ineligible for free shipping. In some cases, your order may not be eligible for free shipping due to weight or destination. Our customer support team will contact you via email if this applies.
CUSTOMS CLEARANCE:
When shipping to China, please be aware that customs clearance requires additional information. We request a picture of your ID card (not passports) to facilitate the customs clearance process. This is a standard procedure to comply with the customs regulations of China.
All products must include a barcode and be contained within proper packaging, such as a box or container (e.g., unboxed soap is not permitted). A maximum of 5 items, inclusive of all products in the order, are allowed per shipment. If the total exceeds 5 items, the products must be divided into separate shipments.
The total value of the order must not exceed $200. If the total value exceeds $200, it is acceptable to divide the order into separate shipments to comply with this regulation.
INTERNATIONAL SHIPPING
(EXCLUDING SOUTH KOREA, CHINA, AND THE UNITED STATES)
Orders shipped to international destinations are sent by airmail. Estimated shipping charges will be calculated and displayed at checkout based on weight and destination. If the actual weight of the items results in a higher shipping cost, you will be contacted for additional payment before the order is processed. All international orders are shipped via DHL, FedEx, or Canada Post. Customers are responsible for any additional tariffs, customs clearance fees, and charges.
Orders shipped outside Canada are not subject to Canadian taxes; however, all orders go through customs and are subject to import duties, taxes, and customs processing fees. A customs invoice will be included with your parcel. Many international destinations benefit from improved airmail service via Canada Post Xpresspost International. For information regarding countries and delivery times, please visit the Canada Post website.
Your order may be subject to import duties and taxes (including VAT) once it reaches your destination country. VITAShop.ca is not responsible for these charges; they are the responsibility of the customer. All international orders are considered final. However, returns or refunds are permitted if items are defective, do not match their description, or fail to perform as expected. All communication with international customers will be conducted exclusively via email.
Prohibited Ingredients:
Please be aware that the regulations regarding prohibited ingredients can vary by country. We are unable to check or confirm specific ingredient restrictions for each destination. We recommend that customers verify whether any ingredients in the supplements they are ordering are restricted or prohibited in their country before placing an order.
REFUNDS, RETURNS, AND EXCHANGES
We accept returns up to 2 weeks after the customer receives the item. If the item is unused and in its original condition (unopened), we will refund the full order amount, minus the original shipping cost and the return shipping costs.
If your order arrives damaged or defective, please contact us via email as soon as possible with your order number and a photo of the item’s condition. We handle these situations on a case-by-case basis but will strive to resolve them to your satisfaction. Please note, in some cases, we may need to contact the carrier or manufacturer for a refund or replacement, which can take additional time to process. Once the investigation is finished by the carrier or manufacturer, we will issue a refund if necessary.
*For returns due to customer preference or a change of mind, the customer is responsible for the return shipping costs, and the original shipping cost will also be deducted from the refund.
*If there is an issue with your product or order, please contact us within 1 week of receiving your order.
For detailed information about our return policy, please check our full return policy.
CLICK VITASHOP RETURN POLICY
WRONG ADDRESS, REFUSED, UNCLAIMED,
OR UNDELIVERABLE PARCELS
If a shipment is returned to us due to a wrong address, refusal, unclaimed, or undeliverable parcels, the customer is responsible for all costs associated with the delivery. Please ensure that you provide the correct shipping address before placing an order. VITAShop is not accountable for undeliverable packages resulting from an incorrect address or refused parcel.
LOST OR MISDELIVERED PACKAGES
In the case that a package is lost or delivered to the wrong address by the carrier, VITAShop cannot offer a re-delivery or refund until the carrier completes an investigation. Please note that this process may take some time. We will open a claim with the carrier to seek a refund, and the investigation must be completed before any further action is taken. Customers must file a claim within 7 days of the delivery date to ensure proper resolution. We appreciate your patience in these matters.
SHIPPING RESTRICTIONS
Shipping restrictions may apply to certain products and destinations, encompassing regional distribution agreements, hazardous or oversized products, and challenges in exporting certain items. Please be aware that orders shipped to remote locations may incur an additional shipping charge. If this applies to your order, you will be contacted by email.
For areas with a history of lost parcels, delivery may be arranged to the nearest Canada Post location for pickup. We will contact you in advance before making any changes to your delivery. This measure is in place to ensure the safest and most reliable shipping experience.
VitaShop is not responsible for customs issues caused by restricted or prohibited items.
Additional costs, document submissions, or refunds due to such issues are not available. Please check your country’s import regulations before placing an order.
For any further inquiries, please email us at [email protected].
You can also reach our Customer Service team at 1-877-763-3801 or 647-847-1552.
We maintain a zero-tolerance policy for any form of disrespect toward our customer service representatives. Disrespectful behavior will result in the cancellation of your order, refusal of support, and permanent suspension from placing future orders with us.