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FAQ

GENERAL:
Did my order process?
Can I cancel an order?

PRODUCTS:
Why have you stopped making my favorite fragrance?
What do I do if I received a damaged item?
What if I don't like the scent I've ordered?
Do you replace items that are given as gifts?

SHIPPING:
When will my order arrive?
How can I track my order?
Why haven't I received my order though it shows as Shipped?
My tracking number says my order was delivered, but I didn't receive it - HELP!
Where do you ship your products?
Do you ship to PO Boxes?
What is your shipping fee?
Do you offer expedited shipping?

PAYMENTS:
What payments do you accept?
Why do I see a charge on my card if my order did not go through?
Why is my payment declined?
Do you accept prepaid credit cards?
What currency are your products listed?
Will there be tax on my order?

GENERAL:

I PLACED AN ORDER AND HAVE NOT RECEIVED A CONFIRMATION EMAIL - HOW DO I KNOW IF MY ORDER WAS PROCESSED?
An email confirmation is sent as soon as the payment is approved on the order. If you are sure that the payment was approved and have not received an order confirmation, please check the junk or spam folder in your inbox, as sometimes our emails are directed there.
If you have not received an order confirmation email, please reach out to us at support@vitabathinc.com so we can assist you.

I PLACED AN ORDER AND NEED TO CANCEL IT. IS THIS POSSIBLE?
Orders can be cancelled if you contact us within a few hours of placing your order. We cannot cancel an order that has left our facilitY, so please make sure to reach out to us as soon as possible to inquire about cancelling your order.

PRODUCTS:

A VITABATH® PRODUCT I HAVE PREVIOUSLY PURCHASED IS NOT LISTED ON YOUR SITE - DO YOU STILL MAKE IT?
All of our available products are listed here on our website. Any items that are out of stock typically show a “Out of Stock” button – this means it will be available again soon!
If you’d like to inquire about the ETA of an out of stock product, or inquire about an item you do not see on our site, please contact us at support@vitabathinc.com.

A PRODUCT I RECEIVED HAS ARRIVED DAMAGED - WHAT CAN I DO?
We are not responsible for products damaged in transit, however, we understand there are special circumstances when it comes to damaged (or defective) items. Contact us immediately upon receiving the items at support@vitabathinc.com, and please send a photo of any damages. We do not guarantee any resolution, but will review the issue and get back to you.

I ORDERED A PRODUCT AND DON'T LIKE THE SCENT - WHAT SHOULD I DO?
We want you to be delighted with the Vitabath® product(s) you’ve ordered from us. Upon receiving your order, if you are not satisfied with any of the item(s), you may return* it to us for a full refund of the item’s purchase price, as long as it is still in its original packaging.
*Please see our Return Policy for further details on returning items. Purchaser is responsible for return shipping costs.

I RECEIVED A VITABATH® PRODUCT AS A GIFT AND AM HAVING ISSUES WITH IT - WILL YOU REPLACE IT?
Unfortunately, we do not offer replacements on items received as gifts. If the item was purchased from one of our authorized retailers, a proof of purchase is required when reaching out to us with product concerns so that we have details on where the item was purchased. Our first suggestion is to contact the store where you made the purchase to inquire about their policies.
If the gift you received was ordered through our website, please provide us with the order information, and an investigation will be conducted once we have all of the information.
We are not obligated to issue refunds or replacements for any product issues dating over 60 days from original date of purchase.

SHIPPING:

WHEN WILL MY ORDER ARRIVE?
Orders are processed within 1-3 business days after being placed (between Monday-Thursday), and may take 7-10 business days for delivery via UPS Ground. To get more information on shipping ETAs, send us an email at support@vitabathinc.com.
Please note: We do not guarantee any delivery dates.

HOW CAN I TRACK MY ORDER?
As soon as your order has been shipped, a notification is sent by email with the courier’s tracking information. Some email service providers do not accept incoming emails from our website, which unfortunately is out of our control. If you’d like to get tracking information, or an order status update, please contact us at support@vitabathinc.com for further assistance.

MY ORDER HAS BEEN SHIPPED BUT I HAVE NOT RECEIVED IT - WHAT CAN I DO?
As orders can take up to 10 business days for delivery once shipped, it may still be in transit with the courier. If you have not received your order within 14 business days of receiving the shipping notification, please contact us at support@vitabathinc.com immediately so that we can assist you.

THE TRACKING NUMBER PROVIDED SHOWS IT WAS DELIVERED BUT I DID NOT RECEIVE IT - HELP!
Please contact us immediately at support@vitabathinc.com so we can investigate the issue further. A lost package investigation can take up to 2 weeks through UPS – if it has been confirmed as lost, we will reship the items to you.

WHERE DO YOU SHIP YOUR PRODUCTS?
We currently ship to Canada, and 48 US States. We do not ship to Hawaii or Alaska at this time.

DO YOU SHIP TO PO BOXES?
We do not ship to PO/APO/FPO Boxes – unfortunately UPS will not accept addresses with a Box number, therefore we do require a physical shipping address to send your order.
If only a PO Box is entered as the shipping address, our Customer Service team will contact you to confirm a physical shipping address.

WHAT IS YOUR SHIPPING FEE?
Our flat-rate shipping fee is $9.95, for all orders under $65. Orders of $65 or more will receive Free Shipping – just make sure to select the $0.00 option during the Checkout process.
The subtotal of your order must be at least $65 to qualify for the Free Shipping option, before taxes, and after any discounts or coupon codes.

DO YOU OFFER EXPEDITED SHIPPING?
As we ship from Canada, we cannot offer expedited shipping at this time. If you are curious to know about shipping ETAs before or after placing your order, please contact us at support@vitabathinc.com and we can give you an estimate arrival time for your order.
Please note: We do not guarantee any delivery dates.

PAYMENTS:

WHAT PAYMENT METHODS DO YOU ACCEPT?
We accept all major credit cards (Visa, Master Card, American Express, Discover), and Paypal.

MY ORDER OR PAYMENT WERE DECLINED BUT I HAVE A CHARGE ON MY CREDIT CARD - WHY?
Sometimes a declined payment will initially appear as a charge on your card. If the payment was declined, the order has not been confirmed, and the charge you see is typically reversed within 24 hours.
Please contact us at support@vitabathinc.com for further details on declined payments, or charges that you are unsure of.

WHY WAS MY CREDIT CARD DECLINED?
Our credit card processing system is set up to approve payments based on a correct billing address. This means the billing address must match what is on file with your card issuer.
If you received an “AVS Mismatch” error after trying to process your payment, please make sure your billing address and ZIP code are identical to what your card issuer has on file for you. If your billing address is correct, we recommend contacting your credit card issuer for details on billing address confirmation.

Other decline reasons could be: card not authorized for purchases outside the US (our company is located in Canada); card numbers not matching (make sure to enter the correct card number, expiration date, and CSV code).

DO YOU ACCEPT PREPAID CREDIT CARDS?
Unfortunately, due to the prepaid credit-gift card not having a billing address associated with it, any attempts to use this type of card will result in a decline message.

IN WHAT CURRENCY ARE YOUR PRODUCTS LISTED?
Our company is Canadian- and US-based; though our warehouse is located in Canada, we do our business in US dollars.

WILL THERE BE TAXES ON MY ORDER?
Sales tax is charged on Canadian orders only, as our company is located in Canada. Tax rates are listed below by province:
Alberta, British Columbia, Manitoba, Quebec, Saskatchewan – 5%
Ontario – 13%
New Brunswick, Newfoundland and Labrador, Nova Scotia, PEI – 15%

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