Is my credit card information kept secure?
We have special technology called Secure Socket Layer (SSL) to prevent unauthorized people from intercepting your credit card information. Please read about credit card security to learn other ways to make your shopping experience more secure.

I don't wish to give my credit card information online. Are there other ways to order?
At The Vitamin Shoppe, you can shop any way you want. If you don't wish to shop online, you may order by phone, fax or mail. To order by phone, call toll-free: 1-866-293-3367. By fax, just print out your completed shopping cart and checkout pages and fax to: 1-800-852-7153. By mail, print out your completed shopping cart and checkout pages and send to:

Internet Customer Care Dept.
The Vitamin Shoppe
2101 91st Street
North Bergen, NJ 07047

Remember, you can always shop at one of our Vitamin Shoppe stores, too. We have over 400 locations nationwide, with new stores opening almost every month. To find a store near you, click here.

Products

Which product is right for me?
You may start your research using our healthnotes section or our message boards. Please check with health care professional for guidance.

Where are your items manufactured?
All of the Vitamin Shoppe Brand items are manufactured in the United States. The ingredients for our items come from many different countries throughout the world. For all other brands please check with the manufacturer directly.

How can I view the Supplement Facts for an item?
Most of the products on our website have detailed supplement facts available. Click on the Supplement Facts tab under the product image on the product page to view. If supplement facts are insufficient, please contact the manufacturer for more information.

I have the catalog item number of the product I'd like to purchase. How do I order it?
Click on "Order by Item #," which you will find directly under the "Browse" headline on the upper left-hand side of every page. You'll be linked to a page where you can put in the catalog numbers of the products you want to buy. The rest of the checkout procedure is the same.

How do I find information about a product?
There are several ways to find information about the 20,000 products included in our value-packed website:

Use our Health Information Guides: Click on the "Free Health Info" tab at the top of any page to access our Health Guides resource. Here, you'll find a wealth of information about vitamins, nutritional supplements, herbal remedies and homeopathic options, as well as extensive research on a variety of health conditions and concerns.
Use our search engine: Located at the top right corner of each page, our search engine is specially designed to let you filter or narrow down your searches based on a variety of criteria. You can search by brand, product type or any keyword you choose.
Click on our quick links: Located directly under the "Browse" headline on the upper left hand portion of your screen, our quick links help you find what you need in a flash. Check out great features like our monthly brand listing, shopper favorites, hot new products, product of the month and more.
Browse and learn: Click on the "Product Information" link when you're researching a particular item to view detailed nutrition and ingredient information.

Still need help? Please contact us.

A product I wish to buy is out of stock. Can I still order it?

For shipments in the continental United States: If an item is backordered, we will ship the balance of your order immediately and send your backordered item when it becomes available at no additional shipping charge.
For shipments elsewhere outside of the United States : If an item is backordered, we will give you the option of holding your shipment until it is complete or eliminating the backordered product from your order.

A product I wish to buy has been discontinued. What can I do?
We’re sorry, but we are not able to order products that have been discontinued. You may try contacting the product manufacturer directly.

Order Status
How can I find out the status of my order?

Ensure you have received a shipping confirmation email and locate tracking number.
If tracking number starts 1Z088 track via www.ups.com
If tracking number starts 9 track via www.usps.com (tracking info may be limited)
If the first seven digits of your tracking number starts with your order number (order# WO4458883) - 445488300128803 track via www.upsmailinnovations.com (tracking info may be limited)

My order is listed on UPS.com as "Billing Information Received" what does that mean?

This mean UPS has received basic parcel information details but has not actually picked up the package from our warehouse. This type of information is usually displayed when a package is prepared on a weekend (days we do not ship). We suggest tracking your order the following business day to get detailed information.

Will I be notified when my backordered item will be available or if the expected ship date changes?

If one of our items is on backorder we will notify you via postcard once it has been on backorder more than 30 days. If the item reaches 60 day period a second post card is sent informing you that the order for the item has been canceled.

I'm missing an item from my order. What do I do?
If an item has is missing from your order please

Check your invoice to ensure that missing item is not on backorder.
Check your email confirmation for possible multiple tracking numbers.(order may have been sent in multiple packages)

When will my order ship?

We make every effort to ship your order the same day if it is placed before 4pm and if all items are in stock. If any items are on backorder, we may hold the order for a few days to wait for the backordered items if they will be back in stock soon.

Pricing
What is your price matching policy?

The Vitamin Shoppe offers competitive prices for all of our items. We do not price match competitor website prices or promotions.

When do the promotions and prices on the website change?

Prices on our website can be updated at any time and may change for weekly and monthly specials.

Are the website prices the same as the stores and the catalog?

All online offers and prices are valid for online purchases only, and may be different from those in the catalog and in our retail stores.

How does the Buy One Get One Half Off Promotion work?

Mix and match any items from the Vitamin Shoppe Family of quality products including Vitamin Shoppe Brand, BodyTech, M.D. Select, VS Organics, BodyCare, and VSB Basics. The discount is taken on the second item of equal or lesser value. Sale Prices end September 30th, 2009.

Accounts

Do I need to set up an account to shop on the website?

set up an account

I have changed my address, email address and/or credit card. How do I change my account information?
Click on the "My Account" option at the very top of the home page. Log in using your current email address and password. You'll then be able to change your account information, including credit card, billing and/or shipping address, email address and password. You can also access our Quick Reorder feature, view your order history and check your Healthy Awards' points balance.

I've forgotten the password for my account. What should I do?
Click on the "My Account" option at the very top of the home page. Scroll down to the "Forgot Your Password" section and follow the directions for receiving a new password instantly via email. Still have questions? Please contact us.

How do I "Sign out" of my account?
If you are using a public computer, you will want to log off, or "Sign out" of your account, before you leave the computer. You'll be able to tell if you are signed in by the options you see in the right-hand column of help:

If you are signed in: Your account name and a "Sign out" link will apppear below the header in the upper right hand corner of our help page and the same place on the "my account" page. You can click the "Sign out" link at any time to exit your account.
If you are not signed in: The "Sign out" link will not be available.

Ordering and Payment

How do I place an order?

Add items to your cart by clicking the Add to Cart button displayed along with the product description.
When you have added all of the items you wish to purchase to your cart, click the Checkout button on either the shopping cart page or the top right corner of the page you are using.
Enter your billing, shipping and payment information as directed.
Confirm your order by clicking the SUBMIT ORDER button located at the bottom of the confirmation page.

How do I use the Quick Reorder Feature?

Sign in to your account by clicking on Quick Reorder.
To select items from your entire list of past purchases, click View All Products Ordered.
From your purchase list, select those items you would like to repurchase.
Enter a quantity for each selected item.
Proceed to checkout.

If the status of my order is "Open" what does that mean?

An order in open status is an order that is being processed but hasn't shipped yet.

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

We work hard to get your orders processed as quickly as possible. Due to the speed of most of our shipments, we are not able to make any changes once the order has been submitted.

Can I cancel my order once it has been submitted?

We work hard to get your orders processed as quickly as possible. Due to the speed of most of our shipments, we are not able to cancel orders once the order has been submitted.

When am I charged for the items that I ordered?

Your credit card is charged once your order is shipped from our warehouse. If you have a backorder item on your order your credit or debit card will receive an authorization for the full amount of the order including the backorder item. However, you are only charged once an item(s) ship from our warehouse.

I order the same products each time. Can I be set up to receive them automatically?

We currently do not have a system in place to process orders automatically, however you can utilize our quick reorder function. For details on Quick Reorder click HERE.

Can I view orders I've placed in the past?

My Account

Will you notify me if there are problems with my order?
We will immediately notify you by email of any complications with your order, including backorders and credit card authorization issues.

What forms of payment do you accept?
We accept the following credit cards:
Visa
MasterCard
American Express
Discover|Novus
Diners Club
JCB

Vitamin Shoppe Gift Cards
Vitamin Shoppe Gift Certificates
Healthy Awards

We also accept checks or money orders, if you prefer to mail in your order form.

Do I need to pay sales tax with my order?
Residents in some states must pay applicable sales tax for certain types of products. To see if your order will be charged sales tax, please click here; or refer to your local sales tax rate as applicable.

If one or more of my items are on backorder, when will I receive my order?

If any items are on backorder, we may hold the order for a few days to wait for the backordered items if they will be back in stock soon. If we don't expect the backordered item back in stock within a few days, we will ship the rest of your order as scheduled.

How do I redeem my settlement voucher on the website?

During the checkout process, you will be able to enter settlement voucher information when you enter your payment information. For complete details, please visit our Help sections on Settlement Voucher.

Shipping

When will my order ship?

We make every effort to ship your order the same day if it is placed before 4pm and if all items are in stock. If any items are on backorder, we may hold the order for a few days to wait for the backordered items if they will be back in stock soon.

Where are you shipping my order from?

All packages are fulfilled and sent from our North Bergen, NJ facility.

What shipping carriers do you use?

UPS (used for most shipments)
USPS
UPS mail innovations (USPS UPS partnership)

Do you refrigerate products during shipping?

Products are kept under a temperature controlled environment in our warehouse facility, but are not kept refrigerated during the course of shipping.

How can I determine the exact shipping cost for international orders?

International Shipping cost can only be obtained at the checkout page. If you do not agree with the cost you may back out your order.

I'm unable to submit an International Order with a different "ship-to" address than my own. What do I do?

In order to ensure the security of your account information, all international orders placed on the web must be sent to the billing address on file with your credit card company

What are your shipping options? How much does each cost, and how long will it take?

Standard (2-6 Business days) $4.99
Next Day (1 Business day) $15.99 (not available to Alaska, Hawaii, and the U.S. Territories*)
Second Day (2 Business days) $11.99 (not available to Alaska, Hawaii. U.S. Virgin Islands, Guam, American Samoa, Palau, and the Northern Mariana islands).
Super Saver (3-10 Business days) $2.99

*U.S. Territories include Puerto Rico, U.S. Virgin Islands, Guam, American Samoa, Palau, and the Northern Mariana Islands

At this time, all international orders are shipped via UPS and take approximately 7-10 days for delivery. If you would like your order to be shipped via Express Service, please contact our Customer Care Department at 1-201-868-5959 (option #3) to determine if this is an option.

Rates vary based on total weight and final destination. Pricing does not include duties, insurance costs, or value-added taxes. If assessed, these charges are the responsibility of the package recipient, who will be billed by the local Customs office.

Can customers outside the U.S. order from the website?
Yes. The order and payment methods for international orders are the same as for domestic orders. For more information, please see above, or visit our Rates and Policies page.

Will you notify me when my order has been shipped?
You will first receive an email confirming your order, and then another email notifying you when your order has been shipped.

Can I ship to an address other than my own?
Yes. When you go through the order checkout process, you will be able to enter separate addresses for billing and shipping.

Return Policy

What is your return policy?
You may return any item purchased from The Vitamin Shoppe for any reason within thirty (30) days of purchase. For online and catalog orders, the product ship date is the date of purchase. You will receive a full refund for unopened items in the original form of payment and a merchandise credit for opened items. You may bring returns in person to any of our retail stores or you may mail the product and receipt to:

The Vitamin Shoppe
Attention: Returns Department
2101 91st Street
North Bergen, NJ 07047

Shipping and handling charges are non-refundable. For returns via mail, you must carefully package the product, you are responsible for the cost of return shipping, and we must physically receive the return within the 30 day period. The Vitamin Shoppe reserves the right, at its sole discretion, to reject any return that does not comply with these requirements.

What is your return address for catalog or website orders?
The Vitamin Shoppe
Attn: Returns Department
2101 91st Street
North Bergen, NJ 07047

What should I do if my items arrive damaged or defective?
We make every effort to package your order so that it will arrive in great condition. Unfortunately, sometimes items may be damaged during shipment. We understand your frustration and we will do everything we can to replace the product as quickly as possible. If you have received a damaged item, please e-mail us at customercare@vitaminshoppe.com or call us at 1-800-223-1216. Give us your name, order number and the item number that was damaged and we will arrange for the damaged item to be replaced immediately.

What should I do if I received the wrong item?
If you received the wrong product, flavor, size or color, simply e-mail us at customercare@vitaminshoppe.com or call us at 1-800-223-1216. Give us your name, order number and the item that was not correct and what item you should have received. We will check into this immediately, arrange for the missing product to be returned to us, and send out the correct product right away! You will receive the correct one before you know it.

Can I return products I ordered through the web or catalog to a retail store?
Yes. You can return a product purchased via catalog or web to a retail store for exchange or return. You must however, bring the credit or debit card you used to make the purchase to receive a credit if applicable. See the returns section for more details.

Please note Amazon purchases can not be returned or exchanged at retail stores since Amazon restricts credit card information. Amazon purchased must be returned to:
Attention: RETURNS DEPARMENT
2101 91st. St. North Bergen NJ, 07087

Can I return a purchase I made at a retail store to the warehouse?
No. Currently, retail returns are only accepted at retail locations

How will returns be processed for purchases made with Healthy Awards Certificates?
If a return is made that was partially paid with a Healthy Awards certificate the return is processed so that certificate is credited first. The remaining credit difference will go back to original form of tender.

Coupons, Promotions, Gift Cards and Gift Certificates

How do I get coupons from the Vitamin Shoppe?
You may provide us with your email address HERE to make sure we have your information for upcoming promotions.

Do you sell gift cards?
Yes. We sell gift cards of various denominations. Click HERE to see our gift cards section.

My coupon is not working. What do I do?

Make sure you have met the minimum purchase requirement stated on the coupon.
Check that the coupon is not expired
Make sure that your coupon is being used in the correct channel: web, catalog, store.

How do I redeem Coupons, Gift Cards and/or Gift Certificates on the website?

Coupons

Gift Cards

Gift Certificates

How do I acquire/redeem Healthy Awards Club points on the website?

Healthy Awards Certificates

Healthy Awards Club

How do I redeem my settlement voucher on the website?

Settlement Voucher

Healthy Awards Program

What is the Healthy Awards Program and how does it work?

Your Healthy Awards award must be redeemed for one purchase only and cannot be applied toward the costs of shipping or tax.
Your single purchase must meet or exceed your award total, excluding the costs of shipping or tax.
You can redeem your award no matter where you shop - online, in our stores or from our catalog.
Points cannot be redeemed for cash, cash equivalent, gift certificates, or be applied to account balances

How do I acquire or redeem Healthy Awards Club Points?

It's easy -- we keep track of your points automatically with every purchase you make. Just check your receipts and invoices to watch your point total grow towards a terrific bonus certificate.
All refunds and credits are automatically deducted from your point totals.
At the end of the year, we will tabulate your point total. We will notify you of your total and send you your valuable award certificate after January 15. You can redeem your points for credit only after you've received your certificate.
Once you've received your certificate, claim your award before March 31. You can redeem your award wherever you shop - online, in our catalog, or at a local Vitamin Shoppe store. Please make sure you have your certificate handy when you make your purchase.
Your certificate can be redeemed for one purchase only. Points cannot be redeemed for cash, cash equivalent, gift certificates, gift cards or be applied to account balances. Points are not transferable or cumulative from year to year, nor can they be transferred to another account.

Healthy Awards Chart:

How come I don’t see all my points when I log in to VitaminShoppe.com?
Currently the website will only show points earned from web purchases. To get the complete total number of points earned from catalog or retail purchases you may contact us via our Feedback Form.

Can I give my points or certificate to someone else?

Will the site show me points that I earned from shopping via the web and retail stores?

I placed a Vitamin Shoppe order through Amazon.com. Do I earn points for purchases I made through them?

Can I redeem my award certificate on Amazon.com?

How do I get a replacement Healthy Awards card?

HERE

How long do I have to redeem my Healthy Awards Certificate?

Do I earn points when I buy gift cards?

Amazon.com

Can I use Vitamin Shoppe coupons on Amazon.com?

www.vitaminshoppe.com

Can I make changes to an order that I placed on Amazon.com after I submit it?

Do I earn Healthy Awards points for Amazon.com orders?

www.vitaminshoppe.com

Customer Support

1. How do I contact Customer Support?

To submit a question or comment to us online, just click the button below. Once you have entered your question or comment in the fields provided, click Submit to send it to us.
For product inquiries or additional questions, customers within the United States may call 1-866-293-3367 - Monday through Friday from 9:00 AM ET to 8:00 PM ET. If outside of the United States, please call (201) 868-5959.
Customers within the United States may fax us 24-hours a day, seven days a week via 1-800-852-7153. Outside of the United States, please fax us via 201-624-3865.
or, write to us at:
The Vitamin Shoppe
Customer Care Department
2101 91st Street
North Bergen, NJ 07047

All online offers and prices are valid for online purchases only, and may be different from those in the catalog and in our retail stores. We are not responsible for pricing or typographical errors. Sale Prices are valid through March 31, 2010 11:59PM ET only.

The products and the claims made about specific products on or through this site have not been evaluated by the United States Food and Drug Administration and are not intended to diagnose, treat, cure or prevent disease. The information provided on this site is for informational purposes only and is not intended as a substitute for advice from your physician or other health care professional or any information contained on or in any product label or packaging. You should not use the information on this site for diagnosis or treatment of any health problem or for prescription of any medication or other treatment. You should consult with a healthcare professional before starting any diet, exercise or supplementation program, before taking any medication, or if you have or suspect you might have a health problem. Please view our full Terms Of Use Agreement for more information and the terms and conditions governing your use of this site. WEIGHT MANAGEMENT: Supports a weight management program that includes exercise and a calorie, carbohydrate, or fat restricted diet.

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