Frequently Asked Questions

Answers to the questions we receive most often. If your question is not covered here, contact us and we will help.

How long does delivery take?

Orders are prepared for dispatch within 1 to 3 business days. Once dispatched, delivery takes a further 3 to 8 business days. The total estimated time from order to delivery is 4 to 11 business days, Monday through Friday, excluding public holidays.

Is there an order cutoff time?

Yes. Orders placed before 5:00 PM ET on a business day begin processing the same day. Orders placed after 5:00 PM ET, or on a weekend or public holiday, begin processing on the next business day.

How much does shipping cost?

Shipping is free on every order within the United States. There is no minimum spend and there are no additional shipping charges at checkout.

Where do you ship?

We currently ship within the United States only. We do not ship internationally at this time.

How do I track my order?

Once your order is dispatched, we send a confirmation email containing your tracking number. Please allow up to 24 hours for tracking information to become active after you receive that email. You can check the status of your order at any time using the button below.

What is your return window?

You may return an item within 30 calendar days of the delivery date. Items must be unused, in resalable condition, and returned with their original packaging, tags and accessories.

How do I start a return?

Email support@vitadale.com with your order number and the reason for the return. Our team will review your request and send you return authorisation along with detailed return instructions. Please do not send an item back before you have received those instructions.

Who pays for return shipping?

Return shipping is paid by the customer, except where the item arrived damaged, defective or incorrect. In those cases we cover the return shipping cost.

How long does a refund take?

Once your return arrives and has been inspected, we process the refund to your original payment method within 5 business days. Your bank or card issuer may take additional time to post the funds to your account.

My order arrived damaged. What should I do?

Contact us within 48 hours of delivery and include your order number along with clear photographs of the damage to both the item and its packaging. We will arrange a replacement or a full refund at no cost to you.

Can I cancel or change my order?

You may cancel or amend an order within 2 hours of placing it, provided it has not yet entered dispatch. Email us as soon as possible with your order number. Once an order has been dispatched, it cannot be cancelled, and the return process applies instead.

Which payment methods do you accept?

We accept the payment methods displayed at checkout and shown in the site footer. All payments are processed over an encrypted connection. Vitadale does not store your full card details on our servers.

What if my order has not arrived?

If 14 business days have passed since you placed your order and it has not arrived, contact us. We will open an investigation with the carrier. If the parcel is confirmed lost, we will send a replacement or issue a full refund.