Frequently Asked Questions

These FAQs are meant for your advice purposes only. We reserve the right to make the final decision for any matters related to your account, ordering, shipping, returns and refunds.

Pricing

  1. Why the price that I check today is different than yesterday?
  2. Prices of the products can change at any time and it may even change multiple times during the day. It all depends on the market and manufacturer product policies.

  3. Do you do Price matching?
  4. We do offer one of the most competitive prices in the market. But we do not do price matching with other websites.

  5. Why is your price for a certain product higher than other website and it does not decrease?
  6. Some of the manufacturer’s have a MAP policy and we follow it. Hence the prices for these products do not change.

Payment

  1. Which payment methods do you accept?
  2. We accept following credit/debit cards:

    payment-option-visa-card payment-option-master-card payment-option-americal-express-card payment-option-discover-card payment-option-payment-card

    If you don't feel comfortable submitting credit card information through our secure servers, you can use our printable order form to fax or mail your order.

  3. Is my payment transaction secure?
  4. We use Secured Sockets Layer (SSL) technology to ensure the privacy of all transactions and personal information. This ensures that when you make an online purchase with us your personal information (including your name, delivery address, e-mail id, contact number and credit/debit card number) is encrypted and scrambled before it is sent to us which makes it virtually unreadable for anyone other than us to read it. This is done automatically whenever you access a page containing sensitive information. Additionally, unless you specifically direct us, no 3rd party is able to access or receive any of your personal information.

  5. I still do not want to give my card information online. What are other ways of payment?
  6. At The Vitamin Shoppe, you can shop any way you want. If you don't wish to shop online, you may order by phone, fax, email or mail by using the printable order form.

  7. I just placed the order. When will my card/account be charged?
  8. Your card/account is charged once we process your order. If there is a backordered item on your order, you will not be charged for the backordered portion of the order until that portion is processed.

    (732)-783-7192
    customersupport@vitaminocean.com
    Mail Us:

    Print out our printable order form, fill it and send it to:


    VitaminOcean.com
    Attn: Returns Department
    5 Chris Ct #D
    Dayton, NJ 08810

My Account

  1. It is necessary to create an account with you to make a puchase?
  2. No. You can check out as a guest without creating an account with us. However there are certain advantages of membership (including promotion, reward points or general ease of ordering process) which you will be missing upon if you are not a registered member.

  3. My address or credit card information has changed. How do I change it on my account?
  4. Log in to your account from the top section of our website. Click the “Settings” tab. Then go to “Contact settings” where you will be able to change your address and email address. Then go to “Payment settings” where you will be able to change the credit card on file.

  5. I don’t remember my password. How can I log in to my account?
  6. Go to “My Account”. There you will be able to see “Forgot my password” right blow the password section. Click on it and follow the directions to receive an email with password reset instructions. Follow them to reset your password. If you still have an issue with it, please contact us and we will help you with it.

  7. How do I "Sign out" of my account?
  8. If you are using a public computer, it is necessary to prevent unauthorized access to your account by signing out of your account. You can do so by either going to your account to use sign out which is the last option in your account or by hovering over your name at the top right corner you will be able to find sign out option appearing at the bottom of opened small window.

Ordering

  1. What are the steps to place an order?
    • Add the items that you wish to order to your cart by clicking on the “Add to Cart” button displayed in the product listing. Add as many items as you wish to purchase using this method.
    • When you have added all of the items you wish to purchase to your cart, you can click the Shopping Cart displayed on the top right corner of the Website.
    • Click on the Checkout button on the shopping cart page which will direct you to another page where you can either choose to log in to your account or check out as a guest.
    • Then you will have the option to either enter or select your payment and shipping information.
    • Place your order by clicking the “Confirm Order” button. You will get an automatic confirmation page to show that your order was placed successfully.
  2. How can I place a quick reorder?
    • Log in to your account.
    • Go to “Orders History” section of your account.
    • Find the product from your purchase history that you would like to reorder and then click on the “Reorder” button next to the order.
    • Enter the quantity for each selected item and click on add to cart.
    • Proceed to as described above.
  3. I want to make a change to my order. Is it possible?
  4. If your shipment has not yet shipped, we will make the requested change to your order. However once the order has shipped we will not be able to make any changes to your order.

  5. I want to cancel my order. How can I do it?
  6. Please contact us immediately after placing the order. If your shipment has not yet shipped, we will be able to cancel your order. However once the order has shipped we will not be able to cancel your order.

  7. What is auto refill?
  8. If you place an order for a particular product periodically, you can easily add it to our auto refill feature and we will make sure that your order is processed automatically after the duration of the period that you select. We will keep delivering this order to you periodically until you cancel the auto refill.

  9. How can I set up a product for auto refill?
  10. You can just click on the auto refill button on the product listing page, enter the quantity that you wish us to auto refill, the period for the auto refill and then submit the order using the same steps as outlined above.

  11. I want to find out the status of my order. How can I do that?
  12. If you are our registered customer, you can easily log into your account and go to your “Order History” to find out the current status of your order. If your order has been shipped, your tracking number and the shipping carrier used will be displayed there. You can use the tracking number to check the status of your shipment on the corresponding website.

    Alternately, as soon as your order is shipped, we will provide you a tracking number via email. You can use this tracking number to track your package on the corresponding shipping carrier website.

    You can also contact us at any time to know the status of your order.

  13. How can I view orders that I have placed in the past?
  14. Log in to your account. Go to the "Order history" section of your account and you will find all your orders placed there arranged date wise.

  15. Will you notify me if there are problems with my order?
  16. Yes. We will notify you of any complications with your order (including backorders and credit card authorization issues) by email.

  17. My order status says Verification delay. When will it ship?
  18. If your order is on hold for verification purpose it is either for the billing or address verification. It will ship out as soon as we can complete the verification. Billing verification usually involves verification from the bank. If there is an issue with the address verification, we will contact you.

  19. Why did my order go to backorder? When will I receive my order?
  20. For multiple product/quantity orders, if we are able to get the back ordered product/quantity within short period of time, we may delay your shipping for that short period of time so that we can ship out your entire order together. However if there is an longer delay in procuring these, then we will ship out a part of your order that is available in stock while the remainder of the order will ship out as soon as we get the product back in stock at no extra shipping cost to you.

  21. I received an item short or less quantity on my order. What should I do?
  22. If the order that you received does not have all the items you ordered or if the item has lesser quantity than ordered, then please check your invoice to ensure that missing item or quantity is not on backorder or check your email confirmation for possible multiple tracking numbers.

Shipping

  1. When will you ship my order?
  2. For all the products in stock, orders received until 1:00 PM EST will be processed and shipped the same business day that they are received (Business day is from Monday to Friday excluding national holidays). All orders received after 1:00 PM might be processed the same day, but they will be shipped the next business day. Orders received after 1:00 PM on Friday will be processed and shipped on Monday or the next business day. Shipping of backorders is handled as mentioned in Ordering FAQ.

  3. From where are you shipping my order?
  4. Our distribution centre is currently located in New Jersey and all the orders are shipped from this location.

  5. What shipping carriers do you use?
  6. We use USPS, FedEx (FedEx Ground, FedEx Express or FedEx SurePost) and UPS (UPS Ground or UPS mail innovations) ship the orders. We will determine the best shipping service for the order based on the delivery location.

  7. Do you provide refrigeration while shipping?
  8. All the products in our warehouse are kept in a temperature controlled environment. However we do not use shipping methods that provide refrigeration. All packages are shipped using standard shipping and may be subject to the weather and temperature conditions of the location that they are passing through (which we do not have any control over).

  9. How will I know if my order has been shipped?
  10. You will first receive an email confirming your order, and then another email notifying you when your order has been shipped.

  11. What is the cost of shipping?
  12. We provide free standard shipping for orders over $100.00 ($80.00 for our registered members). For all other orders there will be a charge of $5.25 for standard shipping and handling within continental US street address excluding PO Box Address, Alaska, Hawaii, Puerto Rico and Virgin Islands (There is an additional charge of $9.99 on these addresses in addition to either free shipping or the standard shipping charge.

  13. How much time will it take to receive my order?
  14. Standard delivery time for orders shipped using standard shipping is 3-9 days* depending upon the location of delivery.

    *Please note that the delivery of packages to remote locations in Alaska may take more than 9 days due to variable schedules of delivery in those areas. Delivery of packages to APO/FPO/DPO might take 15 days or more.

  15. Do you offer faster shipping methods?
  16. We do provide following faster domestic delivery options at additional cost to customer:

    • Second Day (2 Business days):
    • - Second Day (2 Business days): $ 12.99 (This delivery option is available for only continental US street address excluding PO Box Address, Alaska, Hawaii, Puerto Rico and Virgin Islands).

      - All second day delivery orders placed on any business day before 1:00 PM EST will be delivered in two business days.

      - If an order is placed on Friday before 1:00 PM EST, the shipment should be received by the customer on Tuesday. Any order placed after 1:00 PM EST on Friday or on the weekend will be shipped on Monday (or the next business day). Business days are Monday through Friday excluding any holidays.

    • Next Day (1 Business day):
    • - Next Day (1 Business day): $19.99 (This delivery option is available for only continental US street address excluding PO Box Address, Alaska, Hawaii, Puerto Rico and Virgin Islands).

      - All next day delivery orders placed on any business day before 1:00 PM EST will be delivered the next business day.

      - If an order is placed on Friday before 1:00 PM EST, the shipment should be received by the customer on Monday. Any order placed after 1:00 PM EST on Friday or on the weekend will be shipped on Monday (or the next business day). Business days are Monday through Friday excluding any holidays.

  17. Can I provide a different address for shipping than my billing address?
  18. Yes. You will get an option to enter a different shipping address during order checkout process.

  19. My order shows shipped but there is no tracking number information on the shipping carrier website. What does it mean?
  20. Shipping carriers sometimes take about 48 hrs to update the latest tracking information on their website after we have handed them the shipment. If it has been no update on the tracking for more than 48 hrs since the initial shipment of the order, please contact us and we will look into it.

  21. What is the shipping cost of International Shipping?
  22. Shipping cost for international order depend on the location that it is going to.

  23. Can I change my address for International Shipping?
  24. No. Unfortunately at this moment we only ship to billing address on the payment method you use in order to protect the privacy and security of your account.

Return & Refund Policy

  1. Do you accept returns?
  2. We accept the return of unopened items in its original packaging within 30 days of the delivery of the items (delivery date is the date when the tracking says delivered).

    Please kindly make sure that any returned item reaches us back physically within 15 days of the return date.

    We will not be able to accept any product that is received by us after 45 days of original delivery date of the order and it will be shipped back to the customer at their own expense.

  3. Who pays for the return shipping postage?
  4. Buyer must pay for the return shipping of the merchandise.

  5. Do you charge a restocking fee for returns?
  6. Products returned within the standard 30 days period are not charged any restocking fee.

    However all the authorized returns after that period will incur a 25% restocking fee.

    For all the returns which had free shipping on it, a standard charge of $5.25 will be deducted from refund. If the order did not qualify for free shipping, the original shipping amount that was paid for while placing the order will not be refunded back.

  7. What is your return address?
  8. VitaminOcean.com
    Attn: Returns Department
    5 Chris Ct #D
    Dayton, NJ 08810

  9. I received a damaged or incorrect Item. What should I do?
  10. If you notice any damage to your product or if you notice that you have received an incorrect item please kindly notify us immediately upon receiving the order so that we can take all the corrective measures to resolve the issue.

  11. I received a defective Item. What should I do?
  12. If you notice that you have received a defective product you should contact us immediately. All such defective items must be reported within 15 days of the delivery of the order. Once we hear from you, we will take all the corrective measures to resolve the issue.

  13. How will you provide me the refund?
  14. The refund will be provided to the original payment method which was used while placing the order.

  15. How will returns be processed for purchases made using reward points?
  16. If you return merchandise that was been paid for by reward points, the credit will be made back to the reward points. If you return merchandise that was paid by partially using reward points and partial payment, the reward portion of the payment will be return back to reward points balance and the rest will be refunded to original payment method.

Customer Support

Go to the bottom of any page. From there you will be able to click on “contact us”. You will be able to send us an email using the “Email” option.

VitaminOcean.com
Attn: Returns Department
5 Chris Ct #D
Dayton, NJ 08810
(732)-783-7192
customersupport@vitaminocean.com

You can call us on given number between our business hours. Our business hours are Monday to Friday between 9:00 AM to 6 PM (excluding holidays).