Shipping Information

We ship via UPS GROUND.

Vitatra Inc. solely operates on business days and hours (PST). This includes, but is not limited to, the packaging, shipping, and all customer service departments. The cut off for same day order processing is 8 am PST; all orders made after will be processed the next business day. For orders made after 8 am on Fridays through the weekend will be processed the following Monday or the next business day in the event of a holiday.
Furthermore, please allow ample time for orders to be processed from Vitatra through to the MallTail Center; although the usual time frame is one business day, circumstances and situations may vary. Please note that Vitatra orders shipped through MallTail may also coincide with any other orders you may have purchased, which may lead to a hold at customs. With that in mind, please take caution when purchasing multiple orders as to avoid fines and taxes.
Flat Fee : $15
The following orders may result in delayed shipping:
Incorrect shipping address
Shipping address does not match billing address
Payment delay or issue
Orders being held because they contain a large quantity of a single item that would cause inventory depletion (note: this is an infrequent circumstance)
UPS failure to deliver (e.g. severe weather conditions)

Tracking Your Order
When your order is shipped, you will receive an email with shipping and tracking information. You can use your tracking number on the carrier's website to trace your order. UPS Tracking: http://www.ups.com/etracking/tracking.cgi
Return Policy
Your complete satisfaction is our ultimate goal. You may return any item shipped by vitatra.com, as long as it meets the following conditions:

1. You should return the item to us within 30 days of receipt.
2. We do not accept items back that have been opened or used unless the product is damaged or defective.
3. Bulk order sales are final. If you believe your returns request should be assessed beyond our listed return policy for bulk orders (i.e. for damages, defects, etc.), please contact us for further assistance.
4. Some items cannot be returned for a refund:

- Some special handling and scheduled delivery items are final sale. These items are identified as such on their product information pages. When you receive your order, please check to make sure them in good condition (i.e. not damaged or defective) and let us know right away if there is a problem with your shipment.
- Bulk order sales are final. If you believe your returns request should be assessed beyond our listed return policy for bulk orders (i.e. for damages, defects, etc.), please contact customer care for further assistance.
Damaged, Defective, or Incorrect Items
We try to always provide the highest level of service possible. If there is a problem with your order, please begin by contacting Customer Care immediately, email us help@vitatra.com. Please provide as much information as you can about the problem, including your order number, the name of the affected products, and whether you prefer a refund or replacement. Our Customer Service Team will respond to you as quickly as possible.
Special Offers & Promotions
If you choose to return part of an order, you may no longer qualify for all special offers associated with your purchase. For example, if you received a free gift with purchase you may be required to return the gift in order to receive full credit for your return.
Return Shipping and Processing
If you still have it, the box your order arrived in should be sufficient to make sure that your return arrives back at our distribution centre undamaged. Padded envelopes are not an effective way to protect your return shipment, as items may be crushed during transit. Please pack your return shipment securely to ensure that the items are not damaged in transit.

We will provide free return shipping if your return is the result of our error (damaged, defective, or incorrect item, etc.) products. In other cases_(accidental order, no longer wanted, etc.) the customer is responsible for a full return postage fee in addition to the initial shipping fee. A 10% re-stocking fee will be applied on all returns over $200 that are not the result of our error.

Once we receive your return, we will issue a credit or refund within 30 days and send you an e-mail confirmation. Please bear in mind that it can take several days for the transaction to appear on your account, depending on your financial institution.

Thank you for visiting VITATRA.

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