FAQs

Membership/Information

How do I sign up as a member?

You can create an account through the Sign up page on the Vitamall website. By becoming a member of Vitamall, you can enjoy various membership benefits and discounts.

Can I change my login ID and password?

You cannot change your member ID. If you wish to change your member ID, you will need to cancel your membership and rejoin. Please note that all accumulated points, coupons, and order history associated with your current ID will be deleted.

I forgot my member ID and password.

If you've forgotten your password, you can recover them by clicking on [Reset Password] at the bottom of the Vitamall website's login page.

How can I update my member information?

To update your member information, click on [Login] on the vitamall website, and then go to 👤[My Account] icon on right top corner to make the necessary changes.

I want to delete my account.

If you no longer wish to use vitamall, please contact our customer service team to request account deletion. Please note that all your information, purchase history, accumulated points, and discount coupons will be deleted and cannot be recovered.

Can non-members place orders?

Yes, non-members can place orders. Simply select the desired products and proceed with checkout. However, non-members won't earn membership benefits and discount coupons won't apply to these orders. You can check your order history using the order number sent to you.

Payment/Delivery/Order

I want to change or cancel my order

The ability to cancel orders may vary depending on the order status. Please check the order status first, then contact our customer service team for assistance.

📧 : support@vitamall.ca

MON ~ FRI 09 :30 ~ 17 : 30 EST (Closed on holidays and weekends)

I want to modify my delivery information after placing an order.

Modifying the delivery information depends on the order status and may not always be possible. Please check the order status first, then contact our customer service team for assistance.

Is it possible to exchange or return products?

Please review vitamall's exchange and return policy.

Does vitamll have a physical store location?

Unfortunately, we are only focused online market.

Can I add or modify products after completing an order?

If you need to add or change products in a completed order, please contact Vitamall's customer service team

I want to cancel my order.

Please contact Vitamall's customer service team for order cancellation requests.

How much is the shipping fee?

We offer a flat rate shipping fee of $7.95 to most locations in Canada. However, orders shipped to the Yukon, Northwest Territories, or Newfoundland & Labrador may incur a $18.99 shipping charge. Nunavut may also have additional shipping charges. Shipping charges are displayed at checkout.

Free shipping is available for orders over $75 within Canada, with certain exceptions. Please note that international orders are subject to actual shipping rates.

Exchange/Return/Refund

Is it possible to exchange or return products?

Please review vitamall's exchange and refund policy.

I want to return a product.

Please review vitamall's exchange and refund policy.

Can I request an exchange or refund for product issues?

Requests for exchanges or refunds due to product issues can be made within 30 days of the purchase date. Please contact customer service team

Who bears the shipping cost for exchanges and returns?

For exchanges and returns due to product defects or incorrect shipping, vitamall covers the shipping cost. For exchanges and returns due to customer-related issues (change of mind, wrong order, etc.), customers are responsible for the round-trip shipping costs. If you received free shipping with your order, round-trip shipping fees will be applied. Please consider this when making your purchase. Refunds will be processed after deducting shipping costs.