IMPORTANT UPDATE:
At Vitacost.com, we know how important it is to have access to healthy, affordable products for you and your family, especially at a time like this. Follow this page for continuous updates and information about items, orders, policies and safety procedures.
Item Availability, Processing & Shipping
We’re working around the clock to re-stock crucial products (including cleaning/household supplies, food and supplements) and fulfill orders as quickly as possible. Due to high demand, quantities will be limited on certain items; you may also experience out-of-stock and cancelled items. As a result of high shipping volume experienced by our delivery partners, order delivery may be delayed an extra 1-3 days, depending on shipping method and location.
Note for international customers: Due to current restrictions from countries and/or shipping carriers, we are temporarily unable to ship orders to the following countries at this time: Papua New Guinea, Ireland, Russia, Samoa, Sweden and Ukraine.
These countries have instituted a temporary 3.6 lb. weight limit for packages: Brunei, French Polynesia, French Guiana, Fiji, Guadeloupe, Honduras, Laos, Martinique, Mongolia, New Caledonia, Niue, Tonga, Turkmenistan, Tuvalu and Vanuatu.
China Service Alert:
As our shipping partners continue to cooperate with epidemic prevention and control procedures in China, increased delivery delays and service suspensions are expected.
Due to recent updates to quarantine and safety protocols, shipments to some locations may be held for an extended wait period before delivery. As a result, packages on hold or delayed due to customs procedures during this period will not be eligible for a refund.
We apologize for this situation and we appreciate your patience during this time.
Contacting Customer Service
We are experiencing an extremely high volume of emails, calls and chats; as a result, response time in all channels will be longer than usual. Please do not send multiple emails – we are responding to them as quickly as possible in the order they are received. We appreciate your patience and understanding!
To track your order or access answers to frequently asked questions, you can visit our Online Service Center at any time.
Sanitation Protocol at Our Fulfillment Centers & Offices
We wanted to let you know about the specific and documented sanitation protocol being followed by our fulfillment centers, which includes:
- Cleaning common and shared areas more often, such as receiving and packing stations and conveyer belt loading areas
- Cleaning shelves when restocking products
- Sanitizing restrooms more frequently and restocking with necessary sanitation supplies (soap, paper towels and hand sanitizer)
- Adding extra hand sanitizer in break rooms, meeting rooms and other shared spaces
- Wiping down pallet jacks, lift trucks and other handling equipment
- Following best practices for safe food handling
- Encouraging our associates to closely monitor their health and well-being and recommending they stay home if they, or someone in their household, are sick
We’re following similar protocol in our offices, where surfaces are being disinfected and supplies, such as hand sanitizer and disinfecting wipes, are readily available to all associates. We’re also requiring associates to work remotely when possible and appropriate, in addition to encouraging everyone to follow CDC guidelines for protecting themselves and those around them.
Our Commitment to You
In addition to making crucial products available, we're committed to offering them at the same low prices you've come to expect from us. We have always believed that healthy foods, supplements and household supplies should be affordable and available to as many people as possible, and that mission is even more important today.
Please check back often for new updates to this information. We wish health and happiness to you and your family!
