At VitalGrocer, we are committed to ensuring our customers are satisfied with their purchases. Please review the following return and refund policies to understand how we handle these processes.

Return Policy

Returns: Return claims must be filed within 15 days of the order delivery date for items that have issues such as being damaged, defective, or mis-shipped.

Claims for Undelivered Products: If your order was not delivered, claims must be filed within one month of the order date.

Shipping Cost Reimbursement

VitalGrocer will notify you if any credit for partial or full outbound shipping costs will be included with your claim refund. The decision depends on the type of claim and the number of items claimed versus the total number of items in the order.

Example: If one item out of ten is received damaged, there will be no partial shipping reimbursement. However, if one item is received damaged in a one-item order, there will be a full outbound shipping reimbursement.

Return Process

Submit an RMA Request: Upon receiving your claim, our team will process it and you will receive a confirmation email once it has been reviewed.

Claim Review: You can expect an update on the status of your claim within 3-4 business days. If your order qualifies for a free return label, it will be provided via email. Please note that there may be occasional delays or requests for additional information.

Resolution Timeline: We aim to resolve each claim within 15 days of submission. If we are unable to resolve the claim despite multiple attempts, the claim will be closed.

Return the Package: Once your RMA claim is approved, you’ll have 7 business days to return the package for a credit. You will be provided with a return address and an RMA number, which must be included on the return package.

Provide Tracking Information: Please provide the tracking number when returning a package, as it serves as the sole evidence of delivery for the returned package.

Credit Application: Credit will be applied to your account once the return is approved and the package is received.

Special Notes

Buyer’s Remorse

At VitalGrocer, all sales are final. We do not accept returns due to buyer’s remorse, such as changing your mind or deciding you no longer want the product we offer returns with issues such as being damaged, defective, or mis-shipped.

Undelivered Packages: A refund will be issued for shipments lost in transit and not delivered to the final destination. However, no refund will be issued for packages where delivery confirmation has been received from the shipping carrier. Please note that VitalGrocer does not utilize a Signature Delivery service. A package may be declared lost in transit if tracking shows no movement after 5 business days.

Damaged Claims: All damage claims must be accompanied by a digital photograph and details describing the damage.

Returns Submitted After Timeframe: Returns submitted after the specified timeframe will not be accepted and will not be eligible for credit.

Credit Issuance: Credit will only be issued after the return is approved.

Contact Us

If you have any questions or need assistance with a return or refund, please contact our customer service team at info@vitalgrocer.com. We are here to help!