Special Alert from Vitacost | Vitacost.com
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COVID-19 INFO: Latest updates on items, orders, returns & safety procedures | Learn more

IMPORTANT UPDATE:

This page was last updated 6.10.20

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, in addition to delays of 1-2 days (on average) for processing and shipping of your order. Once shipped, delivery can take 1-4 business days (within contiguous U.S.), depending on shipping method and location.

We’ve temporarily removed the Notify Me When Back in Stock feature on our product pages, as inventory fluctuations have made it difficult to accurately determine product availability.

ShopRunner update: The ShopRunner "Free 2-Day Shipping & Free Returns" service has been discontinued on our site, due to suspension of returns and shipping delays caused by COVID-19. We apologize for the inconvenience. More on this update >

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: Algeria, Antigua and Barbuda, Azerbaijan, Bahamas, Bahrain, Barbados, Belize, Bermuda, Bolivia, Botswana, Brunei, Cambodia, Cayman Islands, Chile, Colombia, Costa Rica, Cyprus, Czech Republic, Dominican Republic, Ecuador, Egypt, Estonia, Faroe Islands, French Polynesia, Ghana, Grenada, Guatemala, Haiti, Honduras, India, Iraq, Jamaica, Kazakhstan, Kuwait, Madagascar, Maldives, Martinique, Mauritania, Mauritius, Moldova, Mongolia, Morocco, Myanmar, Nepal, New Caledonia, Nicaragua, Oman, Pakistan, Papua New Guinea, Panama, Paraguay, Peru, Qatar, Samoa, Seychelles, South Africa, Sri Lanka, St. Kitts & Nevis, St. Lucia, Suriname, Turks and Caicos Islands, Vanuatu, Wallis & Futuna Islands.

We apologize for this situation and we appreciate your patience during this time.

Returns, Replacements and Refunds: Policy Updates

We are temporarily unable to accept returns, in an effort to protect the safety of our associates. We have also suspended replacements due to limited inventory and shipping delays. We encourage customers to purchase only what they need during this time. As the situation evolves, we’ll adjust our policies accordingly to best serve you.

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.

Associate Well-Being and Safety

Vitacost fulfillment center associates have their temperature taken daily to monitor their well-being. They are also provided masks and gloves to protect themselves, each other, and you.

However, there is a national shortage of personal protective equipment, and we fully support America’s health care workers having first priority to obtain the equipment they need. Our parent company, Kroger, is advocating to government officials at all levels for help securing a priority place in line for all grocery workers - after health care workers - to have access to protective masks.

Emergency Leave and Hero Bonus

Kroger has enacted Emergency Leave Guidelines, allowing paid time off for associates diagnosed with COVID-19, placed under mandatory quarantine and paid time off for self-isolation and symptoms as verified by an accredited health care professional. All eligible associates will receive their standard pay for up to two weeks (14 days).

For those affected by COVID-19, the organization has also made available $5 million through the Kroger Family of Companies Helping Hands fund to provide financial assistance to associates who face hardship due to COVID-19, including lack of access to childcare and for those considered higher-risk.

Additionally, Kroger is providing all hourly frontline grocery, supply chain, manufacturing, pharmacy and call center associates with a Hero Bonus - a $2 premium above their standard base rate of pay, applied to hours worked March 29 through May 16. The premium will be disbursed weekly to ensure associates have access to additional cash. The Hero Bonus follows and is in addition to Kroger’s previous commitment shared on March 21, which provided a one-time bonus to frontline associates.

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!

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