SHIPPING & RETURN POLICY
Shipping Charges: Any orders under $59 [before taxes] will have a standard shipping charge (charges may change and vary from time to time pending on shipper changes). Any orders valued at $59 or more, delivery will be FREE [this rule applies to anywhere within Ontario - provinces outside of Ontario will have to pay standard shipping charges, however we will still do our best to get you the best shipping rates possible]. As a general rule, we offer Standard Tracked Shipping and try our best to make your shipment fast and stress free. Pending on your location your shipment should be received within two to three days, however in some cases – for example due to back-orders in progress or awaiting for new stock [restocking], in such cases your order can take between one to two weeks, however we will make sure to notify you via email if the case is the latter. If you live in the Northwest Territories, Yukon or Nunavut, you will receive and email or a phone call for estimated extra shipping charges. Unfortunately because of the terrain and distance this is unavoidable, however we will do our best to keep your shipping charges as low as possible.
Other Shipping Guidelines: We may choose to use various shipping couriers. Some of our choices are dependent upon price changes, convenience and various policies. If a certain courier company decides to go on strike, we will then choose another courier company to get your product to you as soon as possible. All products we ship will be inspected, (packaging only as we do ‘not’ open the products themselves) and must be at minimal in acceptable condition. Due to the nature of products, we allow 21 days for you to return a product [provided the product has not been opened, used or damaged in any way]. Furthermore if you decide to return a product(s) when they are not considered to be damaged or in defective condition, VITASTAR will not be liable for any mishandling of item(s) in transit in any way.
Cancellations can only be done before products or items have been shipped, therefore if you choose to cancel your order please let our customer service department be aware of your cancellation within one hour of making your order [preferably before 3pm due to courier pickup]. In which case we can then cancel your order and issue a refund. Returned moneys could take between three to five business days [depending on your institution]. Certain products (whether being sold now or sometime in the future) will not be allowed to be returned. Such products include any potential infant foods or any products that involve hygiene use.
How Do I Return a Product? At VITASTAR our goal is to make sure that you are satisfied with your order. Pending on the condition of the product, we will issue a full refund on products that have been returned unopened [products must ‘not’ be damaged in any way and must be fully intact]. If the return is due to erroneous reasons - for example we sent you the wrong product, then we will 100% pay/cover the cost of shipping. However, if you simply are not satisfied with the item that you have purchased and/or would like to exchange it, in such cases you will be responsible for the shipping costs. The first step to return an Item you must fill in the return form provided. Once that is filled we will send you a Return Shipping Number which you will use to place on the box that you are using to return the product, make sure the Return Shipping Number is visible on the box. Click here [RETURNS] to fill in the return form. If you have any further questions when it comes to returns or shipping items, we implore you to please email our customer service department at health@vitastar.ca.
How to Contact Us: If you have any questions please feel free to contact us during office hours. Our office hours are as follows Monday to Friday 9am to 4pm. If you prefer to speak to an CSR team member, please call 1-855-747-STAR (7827) [within office hour times]. And remember you can always contact us via e-mail at health@vitastar.ca, and we will more than happy to get back to you as soon as possible.