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.
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.
We do offer one of the most competitive prices in the market. But we do not do price matching with other websites.
Some of the manufacturer’s have a MAP policy and we follow it. Hence the prices for these products do not change.
We accept following credit/debit cards:
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.
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.
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.
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.
Print out our printable order form, fill it and send it to:
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
Yes. We will notify you of any complications with your order (including backorders and credit card authorization issues) by email.
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.
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.
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.
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.
Our distribution centre is currently located in New Jersey and all the orders are shipped from this location.
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.
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).
You will first receive an email confirming your order, and then another email notifying you when your order has been shipped.
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.
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.
We do provide following faster domestic delivery options at additional cost to customer:
- 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): $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.
Yes. You will get an option to enter a different shipping address during order checkout process.
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.
Shipping cost for international order depend on the location that it is going to.
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.
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.
Buyer must pay for the return shipping of the merchandise.
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.
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.
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.
The refund will be provided to the original payment method which was used while placing the order.
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.
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.
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).
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*Disclaimer: The products and the claims made about specific products on or through this site have not been evaluated by www.VitaminOcean.com or the United States Food and Drug Administration (USFDA) and are not approved to diagnose, treat, cure or prevent disease. The information provided on this site is for informational purposes only and is not intended as a substitute for advice from your physician or other health care professional or any information contained on or in any product label or packaging. You should not use the information on this site for diagnosis or treatment of any health problem or for prescription of any medication or other treatment. You should consult with a healthcare professional before starting any diet, exercise or supplementation program, before taking any medication, or if you have or suspect you might have a health problem.