Our product insurance coverage extends for a period of 30 days from the date of delivery. Regrettably, after this 30-day window, we are unable to process refunds or exchanges. To qualify for a return, the item must remain unused and in its original unopened condition. Returns will not be accepted for items that show evident signs of being opened, used, damaged, or are missing parts for reasons unrelated to our error. The product must also be accompanied by its original packaging. For returns or exchanges, authorization from vitamall.ca is required. Kindly reach out to us before returning the item to receive the return label via email. Please ensure the items are dispatched back to us within 30 days from the invoice date, allowing us to either refund your purchase or exchange the product through your original payment method. Upon receiving your package, we will credit the card used for payment with the full product purchase price, excluding any associated shipping fees.
We regret any inconvenience, but for products returned after 30 days, a 25% restocking fee will be applied due to the product's limited shelf life. Beyond 45 days, returns cannot be accepted. If you're returning or exchanging 12 or more identical items, a 20% restocking fee will be imposed to manage inventory and address product shelf-life concerns.
Certain types of goods are ineligible for return, and these include perishable items. Additionally, intimate or sanitary goods, hazardous materials, flammable liquids or gases, as well as select health and personal care items, gift cards, and digitalized products fall into the non-returnable category. To facilitate your return, a receipt or proof of purchase is required.
It's important not to return your purchase to the manufacturer. If you have concerns or complaints about the item, please contact the manufacturer directly using the provided number on the packaging. We appreciate your understanding in adhering to these policies for a smoother return process.
REFUND
Once we receive and inspect your return, an email notification will be sent to inform you of the item's receipt. You will also be notified regarding the approval or rejection of your refund. Please be aware that only regular-priced items are eligible for a refund; unfortunately, final sale items cannot be refunded to your original payment method. An example of final sale items includes any products listed in the clearance section.
Upon approval, the refund will be processed, and the credit will be automatically applied to your initial payment method within 3 to 5 business days. If the refund is yet to be reflected in your account, please check your bank statement, contact your credit card company, and reach out to your bank for further assistance. There is typically some processing time before a refund is officially posted. If, after trying these steps, you still haven't received your refund, please contact us at support@vitamall.ca
For returns within Canada without a defect or error on our part, a mandatory deduction of $13.95 from your total refund is applied to cover the initial shipping costs, even if free shipping was initially provided. In the case of returning items from the USA or outside of Canada without a defect or mistake on our part, a mandatory deduction of the actual shipping fee paid to the courier will be subtracted from your total refund. We appreciate your understanding of these conditions.
DAMAGED & INCORRECT ITEMS
We meticulously package your items to guarantee they reach you in pristine condition. Despite our efforts, unforeseen damage may occur during the shipment process once the package leaves our warehouse and undergoes various handling procedures. If you receive a product that has been damaged in transit, please get in touch with us promptly for further guidance.
In the event of receiving damaged or incorrect items, please email support@vitamall.ca with photographs of the received product and its Lot number for further assistance.
In instances of transit-related damage, you will not be held responsible for any costs related to returning the item. It is essential to retain both the damaged item and its original box and packaging, as carriers often require these for inspection purposes. It's important to note that the risk of loss of goods is transferred to you upon our delivery of the product to our selected courier. Your cooperation in promptly reporting and providing necessary information about transit damage ensures a swift resolution to the issue.
LOST OR MISSING PARCELS
If your parcel is lost and you do not receive it, please email your order number to support@vitamall.ca. We will promptly open an investigation ticket with Canada Post, and they will investigate the whereabouts of your parcel. During the investigation process, you may receive a follow-up request, and it is crucial to respond promptly to ensure a smooth claim resolution.
EXCHANGES
We only facilitate replacements for items that are defective or damaged. Should you require an exchange for the same product due to such issues, kindly initiate the process by sending an email to support@vitamall.ca or by calling our Customer Service Representative at 1-877-763-3801 or 647-847-1552.
In the event of an exchange where we dispatch new items to you and do not receive the returned item within 30 days from the time the exchange order was placed, charges for the cost of both items will be applied.
If your exchange request is due to a change of mind (without any defect or damage to the item), you will be responsible for covering the re-delivery costs. For information pertaining to any applicable taxes or duties that may be assessed on an exchange shipment, please reach out to us for clarification. Your understanding and cooperation in these exchange processes are greatly appreciated.
RETURN BY MAIL
Within Canada, please send return items via insured, prepaid Regular Parcel Post to allow for parcel tracking with Canada Post.
For returns outside Canada, ship goods prepaid through insured ground shipping. To prevent delays, ensure to label the package with "Canadian Goods Returning." Avoid using UPS or other carriers, as duty and/or brokerage fees may be incurred, leading to the refusal of your return by vitamall.ca
Return Instructions:
- Pack the items securely in sturdy packaging, ensuring tight and secure packing to prevent breakage during shipment.
- Clearly indicate your preference for an exchange or refund inside the box.
- Include a copy of the invoice from your original order, highlight the items being returned, and place the copy in the box with the products.
- Use the mailing address label provided below to address your return shipment.
- Take the package to your preferred shipping location to have it delivered to us.
- If you are returning a product due to a defect or an error made by us, A return label will be sent by us. Simply affix the return label we emailed you to the package before dropping it off at the post office. This way, we can process your return efficiently, and you do not need to pay for shipping cost.
- If you are returning a product for reasons not related to an mistake on the part of the company (e.g., due to a change of mind), you will be responsible for covering the shipping fees.
- If the item's value exceeds $75, consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee the receipt of your returned item.
- Our Processing Centre does not accept CODs or in-person returns.
RETURNING COSTS
For returns due to customer preference or change of mind, the customer is responsible for covering the return shipping costs. However, if there is an issue with the product or you received the wrong item, simply attach the return label we provided via email and drop off the package at Canada Post.
To return your product, please send it to:
Vitamall
7181 Yonge St. Unit 51
Markham, ON., L3T 0C7
Canada