Shipping and Returns

Where is my Current Order?

Shipping Costs

Shipping Speeds

Returns

Can I Pickup My Order?

Split Shipping

 

 

 

 

 

 

 

 

 

 

Where is my Current Order?


Already placed an order & received a Vitamart.ca confirmation email your order has “Shipped”? Within 24 hours from that email you should receive a tracking email from Canada Post with your tracking number and estimated delivery date. You can also find your shipment tracking under by clicking: My Account > My Orders > Select Your Order > Order Shipments. From here you can click the tracking number and see your shipments progress.


Track your Order


Once your order has been “Shipped”, we will send you a email letting you know that your parcel is on its way to you.

Canada Post will then send you a shipment tracking email within 24 hours of leaving our warehouse.  In it, you are provided the Canada Post tracking number to track your order. Ensure you check your junk mail folder and add Canada Post to your allowed email list if you find you are not getting the emails sent directly to your inbox.

What we find really cool is in the email that Canada Post sends you, they even tell you the estimated delivery date! This way you can plan in advance what day Canada Post will be there to drop off your Vitamart.ca products. www.canadapost.ca

If your order was split shipped you will receive two tracking numbers- one for shipment 1 of 2 and one for shipment 2 of 2.

You can also find your shipment tracking under by clicking: My Account > My Orders > Select Your Order > Order Shipments. From here you can click the tracking number and see your shipments progress.

 

Is my package lost or delayed?

 

Not necessarily. In some instances there is a delay between when the scanning of your item occurs and when that information is presented in the Canada Post tracking tool. While the tracking tool does provide progress of items in transit to their destination, the main purpose of the Canada Post tracking tool is to provide confirmation of delivery.

 

It says my package has been “Delivered Successfully”, but nothing has arrived?

 

Sometimes Canada Post will update their tracking information before they are able to carry out the task. Most often in these situations, the parcel will arrive the next day, or the following day without fail. If for some reason it is not there within 48 hours after the delivery notice, call (1-877-500-2001) or email us ([email protected]) and we will file a Canada Post claim, and reship your parcel to you.

 

What if I am not home when my order arrives?

 

It is up to the driver's discretion whether to leave a Canada Post Delivery Notice Card when delivering your order or whether to simply drop it off at your doorstep, with a building manager or doorman. If the driver feels it is best not to leave the package at the delivery location he/she will leave a Delivery Notice Card. The Card will say exactly what your delivery options are with your package.

 

Mail Forwarding

 

Canada Post does not forward parcels if you have your mail forwarded from your old address to your new address. So if you are in the moving process please be 100% sure that the address you shipped your order to is the address you will currently be in at the time of its arrival. 

 

Shipping Costs

 

Canada Shipping Costs

 

We offer FREE Canada Post Shipping on all domestic orders placed on Vitmart.ca over $59 before tax. All orders under $59 before tax are charged a $9.95 flat rate shipping fee.

 

US Shipping Costs

 

We offer FREE Canada Post US Shipping on all US orders placed on Vitmart.ca over $149 . If you choose a shipping option faster than Expedited on orders over $149 before tax, charges still apply. Orders under $149 are a flat rate of $14.95 for Expedited Shipping.

All US destination orders are delivered by USPS and you will receive a tracking email from Canada Post within 24 hours from the day you received your “Order is Shipped” confirmation from us.

 

International Shipping Costs

 

At the moment unfortunately we do not ship internationally.

 

Oversize and Remote Shipping Costs

 

All oversize and remote order shipping costs are calculated individually. Most often if the order total is large enough we can ship it for free however on occasion some orders will incur additional shipping costs. We will ALWAYS let you know prior to shipping and let you know your options. Getting your order refunded is always an option if the cost of shipping doesn’t make sense based on the order.

 

Shipping Speeds

 

We proudly ship from Edmonton, AB and Oakville, ON so no matter where you are in Canada you have a local warehouse. What this means for you is FASTER SHIPPING!

Orders placed before 1pm local warehouse time will ship out within 24 hours Monday to Friday. All other orders will be shipped out the next business day.

 

Major Urban Centre

Free Shipping

XpressPost

Priority

Edmonton/Calgary

2-3 Days

1 Day

Next Day AM

Vancouver

3-4 Days

1-2 Day

Next Day AM

Regina/Saskatoon

3-4 Days

1-2 Day

Next Day AM

Winnipeg

3-4 Days

1-2 Day

Next Day AM

Montreal

2-3 Days

1 Day

Next Day AM

Toronto

2-3 Days

1 Day

Next Day AM

Halifax

3-4 Days

2 Days

1 Day

St. John's

3-5 Days

2 Days

1 Day

Inuvik

13-15 Days

7 Days

7 Days

Yellowknife 4-5 Days 3 Days  2 Days

*Estimated Shipping times are for major urban centres and based on business days. Saturday and Sunday do not count as shipping days. If you live outside a major urban centre please add an additional 1 – 3 days shipping time.

**All time frames are estimates only and may be slightly earlier or later depending on each orders circumstances

Returns

90-Day Risk Free Shopping Guarantee!

If you’re not 100% satisfied with your products for any reason, we will take any product back within 90 days from the sale date, even if its been opened and used!

How to Return An Item

1. Contact our Customer Service Team with the details of the return. Please be sure to include:

  • Order number
  • Name and quantity of the product
  • Reason you are returning the product

2. You will then be provided a link to a prepaid shipping lable along with instructions on how to send the package back to us.

3. Once we receive the package please expect one week for it to be processed and for you to receive your refund or credit.

To contact customer service CLICK HERE

What if it is after 90 days?

  • We will still send you a prepaid shipping label, and will offer you a store credit for the full amount of the product

How long does it take to get my money back?

  • We pick up our parcels every week and we process returns within 48 working hours of receiving them. From then it typically takes 5-7 business days for your refund to show on your statement, however we often see refunds show much sooner. If PayPal or Interac is used the return is instant.

Can I Pickup My Order?

We are very sorry to say that unfortunately not. At the moment we are not set up to accommodate walk in guests. On the bright side if you live in the area shipping should be next day"ish" so you should get your products super quick as it is!

Split Shipping

Why was my order split shipped?

  • We have always had two warehouses, our Eastern warehouse for our customers in the Eastern part of Canada and our Western warehouse for our customers in the Western part of Canada. Prior to our new website that launched October 2020, you were only able to see and shop stock that was closest to you. Now, we have opened up ALL Vitamart inventory to Vitamart Family Members and you have full access to all stock in both warehouses.  

How do I track a split ship?

  • You will be sent two tracking numbers for shipment 1 of 2 and shipment 2 of 2. They will both have distinct tracking numbers- one that starts with 1019 and the other 7244. You can also track this using the My Account tab, and clicking on "My Orders" and "Order Shipments" within your Vitamart.ca account! You can of course contact us if you have any trouble finding your tracking numbers.

How do I know if my order is being split shipped

  • When you are at the checkout there should show a list of your products under a shipment. If there is indeed a split ship, it will show shipment 1 of 2 and shipment 2 of 2. This will also be reclected in your confirmation email, and your shipping email as well.

Will I have to pay for the split ship?

  • As long as you are at the subtotal threshold for free shipping, your split ship will not cost anything extra.