Frequently Asked Questions
- Forgot password?
- Where is my order? Can I track it online?
- Why didn't I receive an order confirmation?
- How can I change or cancel an order?
- How quickly will my order be shipped?
- How fast will I get my order?
- Do you also deliver to German Packstations?
- Is my shipment already on its way? There is only one entry in the tracking system.
- What happens if I am not at home during the delivery? How do I get my parcel?
- The tracking shows, that my parcel has been delivered. But I have not received it yet.
- My package was returned to VitaminExpress. Why?
- What should I do if I receive a damaged or incorrect item?
- Is it possible to arrange delivery for a specific date?
- What if I want to return something?
If you forget your password, you can reset it by clicking the link Forgot your Password?, which you can also find on the Login Page of our website. On this page you can input your email address to which we will send you an email with a link to reset your password.
Where is my order? Can I track it online?
You will receive a shipping confirmation when your order left our warehouse. This email includes the tracking number and a link to the website of the delivery service, e.g. DHL, Austrian Post, Colissimo, etc. You can also view the status of your order at any time in your customer account. Under "My orders" you can see an overview of all of your orders. In every order shipped you can find a link, which leads you to the website of our logistic partners.
Note: Depending on the shipping country it may take 1 to 2 days until you see a second entry in the tracking info of our logistic partners, which states, that the parcel arrived at the parcel center and is now being processed for further distribution to your address.
Why didn't I receive an order confirmation?
Please check to see if your order confirmation and/or shipping confirmation has ended up in your spam folder. Or it could be that you entered your e-mail address incorrectly, or that the ordering process was not completed. If you want to know that we have received your order for sure, please check your customer account. If the order is listed, you can be sure that it was transmitted to us.
How can I change or cancel my order?
It is not possible to change an order. In this case, please cancel your order and create a new one.
To cancel an order, log into your customer account. Open the order you want to cancel by clicking the “View Order” Button and click the "Cancel Order” link. In case the payment has already been processed, we will refund the Order Total within a few working days.
If the order has already been shipped, it is not possible to cancel the order. Please do not accept delivery of the package and inform the delivery man to return the parcel immediately. After receiving the return, we will refund the Order Total within 7 working days, if the payment has already been processed.
Please inform us by phone or eMail, so that we know that your order will be returned to us. Let us know your order number when sending an eMail, so that we can deal with your request as quickly as possible.
How quickly will my order be shipped?
If we receive your order by 1:30pm and all requested products are in stock, it will be shipped the same workdays. In case any items are not in stock, we will let you know by e-mail or telephone and arrange a partial delivery, if you wish. After your order has been shipped, you will receive a shipping confirmation by e-mail. This includes a link, which allows you to track your order online. The status of your order can also be viewed at any time in your account.
How fast will I get my order?
The delivery time is 2-4 days for Germany, 4-5 days for Austria and 4-7 days for Switzerland. To view delivery dates of all countries, click here: Delivery time and Shipping charges
Do you also deliver to German Packstations?
Yes, we deliver to German Packstations. This allows you to pick up your parcel any time day or night, without having to wait. To do this, when filling out the delivery address, please write the Postnumber into the "Company" box, and the Packstation number into the first "Street" box. You can find more information about collecting from a Packstation at www.packstation.de.
Is my shipment already on its way? There is only one entry in the tracking system.
The first entry in the tracking system means that the shipment has left our warehouse. The second entry refers to the barcode scan, which is performed by our logistics partner when the package arrives in the local depot. Unfortunately, it may happen that the scan doesn't happen after the handover to our logistics partner, for example if the barcode is difficult to read. However, these packages continue to be forwarded to their destinations. Just keep checking the tracking system regularly. After a few days, a new entry should appear. During the entire delivery process, our customer service and our logistics partner only have the same information available that you can see in the online tracking log.
What happens if I am not at home during the delivery? How do I get my parcel?
If you are not at home during delivery, the postman or alternative logistic partner, e.g. UPS, usually leaves a notification in your mailbox. In this case, you can contact the shipping company directly and arrange a second delivery. Or you can collect the package from your local post office or logistic partner. However, the location of your parcel should be visible in the online tracking log. You can find the link to the tracking log in the shipping confirmation we send you by email the day of shipping your order.
Typically, packages are retained by the post office for 7 days in Germany, and in Austria until the 3rd Monday following the date that they deposited the parcel at the post office for collection. If the package is not collected, it will be returned to us. When ordering, you also have the option of supplying an alternative delivery address, for example the address of your workplace. This might be more convenient for you to receive the package.
According to the tracking log, my package has already been delivered, but I haven't received it yet.
The postman may have given your package to another member of your family or a neighbor if you weren't present, so please check with these people to see if they accepted the delivery for you. The postman might have put the package in a safe place near your house or apartment - please check. If none of the above apply, please contact your local post office. With the aid of your tracking number, they will certainly be able to inform you about the whereabouts of your package.
According to the tracking log, my package was returned to VitaminExpress. Why?
In this case, the package probably could not be delivered and was not collected from the post office within the retention period. Please contact us by email or by phone and we will resend the products you ordered. Please check with our customer service that the delivery address is correct.
What should I do if I receive a damaged or incorrect item?
If an item is defective, or you did not receive the goods that you ordered, please contact us by e-mail or call us so that we can send you a replacement as soon as possible. Once the replacement has been delivered, you are obligated to return the goods which have been replaced to us within 30 days. We always cover the costs and assume the risk for returns.
Is it possible to arrange delivery for a specific date?
If you don't want us to send your package immediately, because you need the products at a later date, please indicate your preferred day for the delivery when ordering, in the comments box of the shopping cart.
What if I want to return something?
We offer the highest quality products and guarantee 100% satisfaction. However, should a product not meet with your approval, you can simply return or exchange it within 100 days, without the need to state your reasons. Please contact us by phone or eMail in any case, so we can arrange the return at no cost to you. This free service is only possible for Germany and Austria. You can choose to be refunded the full purchase price, receive a store credit or exchange the product.