Shipping Policy

Once an order is received, it may take up to 1-3 business days for orders to be processed and shipped, pending inventory availability. This applies to ALL shipping methods.

Shipping Methods and Delivery Times:

Standard shipping:
UPS Ground, FedEx Ground 3-7 business days, based on delivery destination.

Expedited shipping:
FedEx Express Saver, FedEx 2 Day 2-3 business days from ship date.
Please note: Shipping costs will vary by package weight and shipping destination. This cost will be calculated before you confirm your order.
Please note:
-We cannot ship to PO Boxes.
-UPS and FedEx do not deliver on weekends or federal holidays.
VitaBetter will not be held responsible for lost or delayed packages. If your order is lost or delayed, please contact your shipping carrier.

Heat Sensitive Product: Due to their sensitive nature, some of our products require shipment in a cool environment (refrigerated items). They are subject to special shipping procedures to ensure customers receive products in good condition. These products are stable at room temperature for 5-7 days. If your product arrives warm, it is NOT damaged, as it was cold when it left our warehouse. For best results, keep all products out of direct sunlight.
Heat sensitive products include: Glutathione, Vitamin C, and CoQ10.

International Shipments: We ship to registered licensed practitioners in Australia and Hong Kong. Please refer to our Distributor List to purchase products and testing outside the United States, Australia, or Hong Kong. VitaBetter is not liable for delays or losses during import and is unable to refund shipping charges for orders that are denied entry. Customers are responsible for any additional import taxes or fees. Due to legal requirements, we cannot ship certain products internationally.
For any questions, please contact us at [email protected]

Do you accept returns?

We do not accept returns. We have this policy 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. We recommend checking product packaging, details and reviews of an item before purchase.

If you are not satisfied with an unopened, undamaged item, we encourage you to pass it along to someone who may be interested in it or donate it to an appropriate person or organization, after submitting your request for a refund.

What if I received a damaged or defective item?

We follow strict packing processes and utilize effective materials to ensure your items stay protected on their way to you. Unfortunately, ship happens and it’s possible that your package might incur damage during shipment. In some rare cases, an item may be defective.

If you receive a damaged or defective item in your order, please request a refund or replacement (you can email us) and wait until your request is approved before discarding any damaged boxes, packaging, or products, as we may request pictures of any damages to help in the processing of your request.

Pictures of the damaged product or order in the condition it was received help our packing teams improve. If any additional information is required to process your request, we will contact you by email.

What if an item is missing, or if I received the incorrect item?

Missing item:

If your order is missing an item, it may have shipped separately from a different fulfillment center and arrive in a different box at a later date. You can track each package and see which products were shipped in each box.

If all boxes for your order have been delivered and an item listed in the enclosed packing slip is missing from your order, you can request a refund or replacement with just a few clicks at our Online Service Center. Please email us.

Incorrect item:

If you received an incorrect item in your order, please contact us by email. If the product you received is similar to the product pictured online, you may have received an updated version of the product with a new label and/or similar name. We may request pictures of the product you received to help in the processing of your refund or replacement request.

 

How do I cancel or modify an order?

If your order is placed while logged into your account, there is a very limited window of time, approximately 15 minutes from the time the order was placed, in which you are able to cancel it or make specific changes, including removing items and/or changing your shipping address and method by visiting the My Account page. Note that you cannot add items to your order once it has been placed.

Once the limited window of time has passed, an order cannot be modified, even by our team.

For orders placed using Guest Checkout, no changes or modifications can be made.

 

What if I entered the incorrect shipping address?

Within the limited window immediately after placing your order (approximately 15 minutes), you may be able to log into your MY Account page and edit your shipping address if your order was placed while logged into your account. Outside of this window of time, please contact us via chat or email us immediately and we’ll do everything we can to re-route your package to the correct address. However, depending on the shipping carrier and the package’s status, we may not be able to re-route your package.

You are responsible for ensuring the information in your order is correct; we cannot offer refunds or replacements on orders for which the incorrect shipping address was entered at checkout.

 

Cold packs and heat-sensitive items

Certain items, including select probiotic supplements, are refrigerated in our warehouse to ensure quality and are shipped with a FREE cold pack. Although the cold pack will thaw during shipping and may not be cold when it arrives, it helps maintain a cooler temperature during transit. When ordering these items, select the fastest shipping method to your daytime location. For more information on how these types of items are stored and shipped, please visit our FAQ page.

When ordering heat-sensitive items, such as chocolate candy or gummy vitamins during summer months, select the fastest shipping method to your daytime location. We cannot guarantee that these items will not melt during transit, and shipping to certain locations during hot weather is not recommended.

Items that are shipped with a cold pack or are otherwise heat sensitive include specific messaging and instructions on product pages, in the shopping cart and at checkout. These items are not eligible for replacement in the event that they warm or melt during shipping. Refund requests will be reviewed on a case-by-case basis.

 

Consumer Return Policy

Heat-sensitive products, bundles containing heat-sensitive products, and test kits are not eligible for returns. We accept consumer returns on non-heat sensitive products within 30 days of receipt. The cost of returning the product is at your expense as we do not charge a restocking fee. Please include the original invoice with your return shipment to ensure we are able to locate your original order/payment method and provide a tracking number for us to validate the return as fast as possible to [email protected] Not providing a tracking number will result in delays of refund. We will refund your purchase via your original payment method once the approved return has arrived. Please email [email protected] for our return address near you.

If you have any questions regarding our consumer return policy, please contact our Customer Experience team at [email protected].

Wholesale Return Policy

Heat-sensitive products, bundles containing heat-sensitive products, and test kits are not eligible for returns. Wholesale orders are subject to a 15% restocking fee. Customer will be assigned a Return Merchandise Authorization (RMA) number and be required to fill out a Return Form, which must be enclosed in the returned package. This RMA number has a thirty (30) day expiration date. You (the customer) are responsible for any return shipping cost. We will not accept returns due to a customer’s inability to sell products or lack of compliance with VitaBetters’s minimum advertised pricing policy or internet reselling restriction. We only issue refunds, process returns, or replace product for purchases made directly through VitaBetter. VitaBetter reserves the right to authorize refunds, returns, and replacements at its discretion. If you have any questions regarding our wholesale return policy, please contact our Customer Experience team at [email protected]

CLAIMS:

Damaged goods or incorrect shipments should be reported to [email protected] within 10 days of receipt of the package. We will make every effort to remedy the situation as quickly as possible. Pictures of the damaged goods, manufacturing codes located on the back of the bottle, shipping box(es), shipping label, and order number will be required to process your request