Shipping policy

VitaCrest ships to addresses within the contiguous United States only. We do not currently ship to international destinations, US territories, APO/FPO military addresses, or PO Boxes. Please read this policy carefully so you know exactly what to expect from the moment you place your order to the moment it arrives.

1. Order Processing Time

All orders go through a processing period before dispatch. Processing includes order verification, quality checks, and packaging preparation. Processing time is separate from delivery time — your total wait time is processing plus delivery.

Orders are dispatched Monday through Saturday during business hours, excluding US national holidays. Orders placed on Sundays or US national holidays will begin processing on the next business day.

2. Shipping Methods & Rates

3. Delivery Time Estimates

Delivery times of 7–14 business days are estimates from the date of dispatch and are not guaranteed. Actual delivery times may vary due to:

• Carrier delays or operational disruptions;
• Peak periods (e.g. major sale events, Thanksgiving, Christmas, New Year);
• Adverse weather or other conditions outside our control.

During peak holiday periods, please allow additional time beyond these estimates. Carrier delays are outside VitaCrest's control and are not grounds for a refund or cancellation.

4. Tracking Your Order

Once your order has been dispatched, you will receive a shipping confirmation email with your carrier name and a tracking number link. You can monitor your shipment's progress at any time using that tracking number on our tracking page.

All tracking updates are provided directly by the carrier. Our customer service team has access to the same tracking information you do and cannot provide more detailed location updates than what appears on the tracking page.

5. Delivery Address Accuracy

It is the customer's sole responsibility to ensure the delivery address entered at checkout is complete, accurate and correctly formatted — including apartment or unit numbers, street name, city, state, and zip code.

VitaCrest is not responsible for orders that are delayed, lost or undeliverable due to an incorrect or incomplete address. If a parcel is returned to us due to an address error, you may elect to:

• Pay a reshipment fee equal to the original shipping cost plus a $5 administrative fee; or
• Receive a refund of the product cost only, less the original shipping cost and a 15% restocking fee.

6. Address Changes

If you need to change your delivery address after placing an order, email info@vita-crest.com immediately with your order number in the subject line. Address changes can only be accommodated before your order has been handed to the carrier — typically within the first 1–2 hours of order placement during business hours. Once dispatched, the delivery address is final and cannot be changed.

7. Failed, Refused & Unclaimed Deliveries

If a delivery attempt is unsuccessful and the parcel is not collected from a carrier depot within the holding period, is refused at the door, or is returned to sender for any reason attributable to the customer, it will be returned to our fulfilment facility. In these cases:

• We will contact you by email once the parcel is received back;
• You may choose to have the order reshipped at your cost (original shipping fee + $5 administrative fee) or receive a refund of the product cost only, less the original shipping charge and a 15% restocking fee;
• Original shipping charges are non-refundable;
• Refusing delivery in lieu of following the RMA return process forfeits your eligibility for the 90-day satisfaction guarantee on that order.

8. Lost Parcels

A parcel is officially considered "lost" only after carrier tracking has shown no movement for 21 consecutive business days from the last tracking scan, and only after VitaCrest has opened a formal trace request with the carrier.

9. Delivered but Not Received

Where carrier tracking confirms delivery to the address on the order, VitaCrest is not liable for the parcel. If your tracking shows "Delivered" but you have not received your order:

1. Check around your property, lobby, mailroom and with neighbours;
2. Wait 1–2 business days — carriers occasionally scan parcels as delivered slightly ahead of physical delivery;
3. Contact your carrier branch directly with your tracking number to open a delivery investigation;
4. If theft is suspected, file a report with your local police department.

VitaCrest will provide proof-of-delivery documentation on request. Once the carrier investigation is complete, share the outcome with us at info@vita-crest.com and we will work with you toward a resolution.

10. Order Changes & Cancellations

To change or cancel your order, email info@vita-crest.com within 1–2 hours of placing it during business hours. Because orders are processed promptly, we cannot guarantee a change or cancellation request will be actioned before dispatch. Once dispatched, orders cannot be cancelled — see our Return & Refund Policy for post-delivery options.

11. Contact Us