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Straight answers on orders, shipping, returns, using your device, and privacy. Can't find it? Message us and a real person replies.
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Orders & shipping
Where we ship, how long it takes, and how discreet it is.
Where do you ship?
We ship to the United States, United Kingdom, and selected international destinations.
Available shipping destinations are shown at checkout. If your country or region can be selected during checkout, we currently ship there.
How long until my order arrives?
Orders are normally prepared and dispatched within 1–3 business days.
After dispatch, most orders typically arrive within 8–15 business days, depending on your location.
International deliveries may occasionally take longer due to customs processing, local carriers, public holidays, or other circumstances outside our control.
Tracking is provided where available.
Is the packaging discreet?
Yes. We understand that privacy matters.
Orders are shipped in plain, discreet packaging, with nothing on the outside identifying the type of product inside.
The sender information may vary depending on the fulfilment partner or carrier, but the package will not prominently describe the contents.
How do I track my order?
Once your order has been dispatched, we'll send a tracking link by email where tracking is available.
It may take a short time after dispatch for the carrier's tracking system to begin showing updates.
If your tracking has not updated for an unusually long time, contact us at vitaliscare.support@gmail.com with your order number.
Can I change my shipping address?
If your order has not yet been processed or dispatched, contact us as soon as possible at:
Include your order number and the correct shipping address.
We'll make reasonable efforts to update it, but once an order has been dispatched, we cannot guarantee that the carrier will be able to redirect the parcel.
Please carefully check your shipping information before placing your order.
Will I pay customs or duties?
This depends on your shipping destination.
Where applicable taxes, duties, or import charges are calculated and collected at checkout, they will be shown before you complete your purchase.
For destinations where these charges are not collected at checkout, the recipient may be responsible for applicable customs duties, import taxes, VAT, GST, carrier fees, or similar charges when the parcel enters the destination country.
Requirements vary by country.
Is checkout secure?
Yes — checkout runs on Shopify's secure, encrypted checkout.
Returns & refunds
Our 30-day returns, warranty, and the honest details.
What is your return policy?
We accept eligible returns of unopened and unused products within 30 days of delivery.
The product must remain in its original, sealed packaging.
If your item arrives faulty, damaged, defective, or incorrect, contact us and we'll provide an appropriate solution in accordance with our warranty and applicable consumer law.
Nothing in our return policy limits any mandatory consumer rights that apply where you live.
Can I return a device I've already opened or used?
For change-of-mind returns, we generally cannot accept products that have been opened, unsealed, or used where hygiene and safety considerations make them unsuitable for resale.
For UK customers, this may include sealed goods that are not suitable for return for health-protection or hygiene reasons once their protective seal has been broken.
This restriction does not affect your rights if the product is faulty, damaged, defective, or incorrectly supplied.
How do I start a return?
Email: vitaliscare.support@gmail.com
Please include:
- Your order number
- The email address used for the order
- Your reason for the return
- Photos where relevant to a damaged or faulty product
We'll review your request and send return instructions if the product is eligible.
Please do not send a product back before receiving return instructions from us.
Who pays for return shipping?
For eligible change-of-mind returns, the customer is responsible for return shipping costs unless applicable law requires otherwise.
If the product is confirmed to be faulty, damaged, defective, or incorrectly supplied, Vitalis will cover reasonable return shipping costs where a return is required.
How long do refunds take?
Once we receive and inspect an eligible returned product, approved refunds are sent to your original payment method.
We aim to process the refund within 14 days after receiving the returned goods, or within any shorter period required by applicable law.
Your bank, card issuer, PayPal, or other payment provider may require additional time before the refund appears in your account.
Is there a warranty?
Yes. Vitalis devices include a 12-month limited warranty from the date of delivery against manufacturing defects.
If you believe your device has a manufacturing fault, email vitaliscare.support@gmail.com with your order number and information about the issue.
Depending on the circumstances, we'll arrange an appropriate remedy, which may include a replacement or another solution required under applicable law.
The limited warranty does not normally cover:
- Accidental damage
- Drops or impact damage
- Misuse
- Unauthorized modification
- Normal wear and tear
- Damage caused by not following the product instructions
Your warranty is provided in addition to any statutory consumer rights you may have.
Using your device
How to use, clean, charge - and when to check with a professional.
Are the devices hormone-free?
Yes. Vitalis wellness devices are non-hormonal products and are not designed to alter or administer hormones.
For complete information about a specific product, please refer to its product page and the instructions supplied with the device.
How do I use it, and how often?
Each Vitalis device comes with product-specific instructions or a quick-start guide.
Always follow the instructions provided with your particular device, including recommended session length, frequency, charging, cleaning, and safety information.
Do not use a device more frequently or differently than instructed.
If you're unsure whether a product is appropriate for you, speak with a qualified healthcare professional before use.
How do I clean it?
Follow the cleaning instructions supplied with your specific Vitalis device.
Cleaning requirements can vary by product, so do not immerse a device in water unless its instructions specifically state that it is safe to do so.
Make sure the device is clean and properly dried before storing it.
How is it charged?
Charging instructions depend on the product.
Where applicable, a compatible charging cable is supplied with the device.
Please follow the charging instructions included with your product and use only compatible power sources and accessories.
Is it safe? Who should check with a professional first?
Vitalis products are intended as wellness devices, not medical treatments, and are not intended to diagnose, treat, cure, or prevent disease.
Read the instructions and safety information supplied with your device before use.
If you are pregnant or recently postpartum, have an implanted electronic medical device, have an existing medical condition, or have concerns about whether a device is appropriate for you, consult a qualified healthcare professional before use.
Stop using the device and seek appropriate professional advice if you experience an unexpected or concerning reaction.
Payments & privacy
Secure checkout and real discretion.
What payment methods do you accept?
Available payment methods are displayed during checkout and may vary by country.
These may include major credit or debit cards and other payment options supported by our Shopify checkout.
Payments are processed through Shopify's checkout and applicable third-party payment providers.
Vitalis does not normally store your complete payment-card number directly.
What will show on my bank statement?
The exact transaction descriptor shown on your bank or card statement can vary depending on the payment processor, payment method, card issuer, and region.
It will not normally contain a detailed description of the product you purchased.
If you see a transaction you do not recognize, compare the amount and date with your Vitalis order confirmation or contact us at vitaliscare.support@gmail.com.
How is my personal data handled?
We use personal information where necessary to:
- Process and deliver your order
- Process payments
- Provide customer support
- Handle returns and warranty requests
- Prevent fraud
- Meet legal and accounting requirements
- Improve our website
- Send marketing communications where you have consented or where otherwise legally permitted
We work with service providers such as Shopify, payment providers, fulfilment partners, shipping carriers, and email-service providers where necessary to operate our store.
We do not sell your personal information for money.
Because Vitalis is operated by a US company and serves customers internationally, personal information may be processed in the United States or other countries. Where required, appropriate safeguards are used for international transfers.
Depending on where you live, you may have rights to access, correct, delete, or obtain a copy of your information, and other rights provided by applicable privacy laws.
For privacy requests, email:
See our Privacy Policy for full details.
The fine print, in full
Policies
These are Shopify's standard policy pages - make sure each one is filled in under Settings > Policies so the links aren't empty.
STILL STUCK?
Talk to a real person.
No bots, no runaround. Tell us your order number and what's going on, and we'll sort it.
support@tryvitalis.com
Within 24 hours
8:00 AM - 8:00 PM
1001 S Main St, Ste 600, Kalispell, MT 59901, US
Order number, the email you used, and a photo if it's a product issue.
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