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FAQ

$10 Rebate Offer - How does it work?

Step 1 is to create an account here with your name and email address. BE SURE TO CONFIRM your account by checking your email inbox and clicking the link we send. Step 2 is to shop, proceed to checkout, then spend the Vitarock Rewards points we have deposited into your new account. There is no Promo Code, although you can also combine Promo Codes with this offer. This page shows all current Promo Code Offers. 

What methods of payment do you accept?

We accept Visa, VisaDebit, PayPal, MasterCard, and American Express*.

*American Express cards are only accepted from Canadian customers. American customers can use American Express accounts only via PayPal. See here for all cards you can link to PayPal. 

When will my payment be processed?

Your payment will be processed when your order is ready to be shipped. 

Returns

Do you accept returns?

Yes. Our goal is to ensure that you are completely satisfied with your shopping experience. We offer a 30-Day Money Back Guarantee, except on used items. If you’re not satisfied with your purchase, we’ll give you a full refund for unopened and unused product. Note: any and all returns must be made within 30 days of purchase.

How can I return a product?

  1. Send us an email and include your name, mailing address, and order number. Or call our toll-free number at 855.735.6536.
  2. Drop your return items off at the nearest Canada Post outlet (Canadian customers) or US Postal Service post office (American customers).
  3. Once we receive your returned order, we will process your full refund.  

Which products can't be returned? 

We do not accept any returns on:

  • Open and/or used items
  • Discontinued Items
  • Products purchased more than 30-days ago

What if I opened the product and it’s defective or damaged?

No problem! If you’ve opened the product and it’s defective or damaged, we will gladly accept your return and send you a new one at no extra charge.

What if I opened the product and it’s not defective but I am unsatisfied with it?

If you’re unsatisfied with the product once you’ve opened it, but it’s not defective, we still want to know about it. Please contact our Customer Service team so we can help resolve your issue. Email us at or call us toll free at 855.735.6536. We're here to help.

What if I tried the product and suffered an allergic or adverse reaction?

If you experience any adverse reaction to a product you purchased at Vitarock.com, you should immediately discontinue using the product and consult your medical professional if the symptoms persist. We’d also like to hear from you. Please email us or call toll free at 855.735.6536. We want to ensure your safety and satisfaction of your shopping experience with Vitarock.com. Please be advised that we are not a substitute for professional medical advice. We also suggest that you contact the manufacturer directly in cases of adverse reaction. 

Shipping

How much does shipping cost?

Shipping is FREE for all orders within Canada and USA for orders under 6.6 lbs (3 kg).

There is no free shipping to international addresses. See our shipping page for more information.

Where does Vitarock ship to?

Everywhere! American, Canadian and International orders have different service levels and options. Review our shipping service levels and free shipping terms here.

How long does it take for an order to be delivered?

Orders ship the same day our warehouse processes them. Our warehouse processes orders within 1 business day of having received it. You’ll be notified via email once your order is shipped and you can use the tracking number provided to monitor your package. Orders usually arrive within 2 days if you are in Southern Ontario, within 4 days if you are in a major city in Canada, USA or around the world, or 5-7 days in other areas. An estimate is always provided for you at checkout.

My order is coming in different parcels/shipments?

We utilize more than one way to ship your items. Therefore, your single order of multiple products may arrive in more than one package. But don’t worry, this will not affect the cost of shipping.

Ordering

Is my order subject to taxes?

American and international orders are not charged taxes of any kind. For Canadian provinces, it depends on your local tax regulations. Many food items are not subject to taxes, and the status of all our other kinds of products is charged only when applicable to your province. You’ll see the total estimated taxes for your entire purchase in Step 4 of the checkout process. 

Can I make changes to my order after I have submitted it?

Unfortunately, we are not able to accommodate changes to orders once submitted. If you have any questions or concerns about an order you have placed, please contact a Customer Service representative who will be happy to assist you. Email us or call toll free at 855.735.6536.

How do I keep track of my orders?

As soon as you submit your order, you’ll receive an email confirming that we received it. This confirmation email will contain a summary of your purchase. When your order is packaged and ready to ship, you’ll receive an electronic invoice. We’ll also send you another email letting you know that you can expect to receive your parcel soon! We’ll also give you a tracking number so you’ll know where your package is at all times. You’ll find a printed packing slip inside the parcel we ship to you. 

Once my order has been shipped, how do I view its status?

Login to your customer account dashboard for all the answers. You’ll find a detailed summary of the status of your order from the point of purchase up to its current location. Once your order has shipped from our distribution centre, you can use the Canada Post tracking number (provided in the order confirmation email we’ll send you) to track your parcel through the Canada Post website. 

General

Where are you located?

Our offices are in downtown Toronto and our warehouse is just west of the city. USA orders are shipped via USPS regional distribution centre in Chicago, typically one day after leaving our Canadian warehouse in Ontario.

What makes Vitarock different from other online stores?

Great question! We have specially selected products that promote positive change in the world and improvement in our physical and mental health. Vitarock takes pride in the values it upholds and in the way it gives back to the community and the world.

Vitarock was borne of a vision to create an online community that:

  • Gives people the opportunity to buy everyday products that are pure, green, safe, and fair
  • Helps consumers minimize their impact on the environment
  • Increases awareness of health-related, environmental, and social issues
  • Gives back to the world in as many ways as possible

The products we sell don’t harm your health or pollute the environment, are made with ingredients that aren’t tested on animals, and contain as many fair trade ingredients as possible. We show you the ingredients for every product we sell. In fact, we won’t sell a product unless we know what it contains. And we’ll only sell a product that meets our high standards.

Learn more

What do you mean by Pure, Green, Safe and Fair?

These are the four pillars we use as benchmarks to strive toward—for ourselves and the brands we carry. Learn what each pillar means to us.

What Does Vitarock Mean?

Vitarock is a portmanteau — it combines two existing words to form a new word with a novel meaning. Our company name reflects the source of our inspiration. "Vita" originates from vitae, the Latin word for life. We combined that with the essence of the phrase, "Strong as a rock." Merged together, vitarock means "strength for life." 

Pricing

In what currency are your prices listed?

Canadian customers will see $CAD pricing, USA and International are displayed in $US.