Frequently Asked Questions

What is your privacy policy?

Is my credit card information kept secure?

I don't wish to give my credit card information online. Are there other ways to order?

Which product is right for me?

Where are your products manufactured?

How can I view the Supplement Facts for an item?

I have the catalog item number of the product I'd like to purchase. How do I order it?

How do I find information about a product?

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

How can I find out the status of my order?

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

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

I'm missing an item from my order. What do I do?

When will my order ship?

My order needed verification; will it ship today?

Will my international order ship within 48 hours?

My order has a backordered item or a gift card; will it ship today?

What is your price matching policy?

When do the promotions and prices on the website change?

Are the website prices the same as the store prices?

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

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

I have changed my address, email address and/or credit card. How do I change my account information?

I've forgotten the password for my account. What should I do?

How do I "Sign out" of my account?

What kind of password do I need to set up an account?

Do I have to change my password if I’ve already got an account?

I’m locked out! How do I get back in?

How do I place an order?

How do I use the Quick Reorder Feature?

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

Can I cancel my order once it has been submitted?

When am I charged for the items that I order?

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

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

Will you notify me if there are problems with my order?

What forms of payment do you accept?

Do I need to pay sales tax with my order?

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

When will my order ship?

Where are you shipping my order from?

What shipping carriers do you use?

Do you refrigerate products during shipping?

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

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

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

Can customers outside the U.S. order from the website?

Will you notify me when my order has been shipped?

Can I ship to an address other than my own?

How does Pick Up in Store work?

What do I need to bring to the store in order to pick up my order(s)?

What should I do when I get to the store?

How long do I have to pick up my order?

Do I have to pay for shipping for store pickup orders?

Can I change the store I would like to pick up my order at once I’ve selected it?

Can I have items shipped to the store?

Can I select the Pick Up in store option while shopping on a mobile device?

How will I know when my order is ready to be picked up?

Can I select multiple pickup stores in one order?

When will my order be ready?

What are the payment types accepted for store pick up?

Do I pay online or in the store?

How will I know what items can be purchased using store pick up?

How will I receive my receipt?

What if something is missing in my Pick Up in Store order?

What happens if the price in the store is less than what I purchased online?

Can I order refrigerated items?

If I have a problem with my order after pickup, whom can I contact?

What if I have a problem with my order or want to add a product to my order after it has already been placed?

Can I cancel my order?

Can I return my order?

What if I decide I don't want an item when I pick up my order?

Can I place a Pick Up in Store order over the phone?

What is AUTO DELIVERY?

How do I join AUTO DELIVERY?

How much will I be charged for every subscription order?

How can I manage my AUTO DELIVERY subscriptions?

Will I earn Healthy Awards® points for my subscription purchases?

Can I use my Healthy Awards Certificate(s) towards my AUTO DELIVERY purchase?

Can I use a Gift Card towards my AUTO DELIVERY purchase?

Can I price match my AUTO DELIVERY orders?

Once I opt in, what kind of messages will you send me?

Is there a limit to how many messages should I expect monthly?

How do I stop getting messages?

What is Easy Reorder?

How do Easy Reorder Reminders work?

I'm receiving reminders too early or too late. How can I adjust the timing of the reminders?

How do I change the phone number I want to receive reminders to?

Can I update my shipping address and/or payment method?

Can I add Easy Reorder to products without making a purchase?

If I delete the message, is there a number I can reply to for help or to stop?

I just placed an order, how do I cancel it?

Can I speak with someone if I’ve got more questions?

What is your return policy?

What is your return address?

What should I do if my items arrive damaged or defective?

What should I do if I received the wrong item?

Can I return products I ordered through the web or over the phone to a retail store?

Can I return a purchase I made at a retail store to one of your warehouses?

How will returns be processed for purchases made with Healthy Awards Certificates?

Do online only promotions work in store?

How do I get coupons from the Vitamin Shoppe?

Do you sell gift cards?

My coupon is not working. What do I do?

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

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

Healthy Awards

What is Healthy Awards®?

Who is eligible to join?

How to join

How does it work?

The perks

How do I earn points?

Do all my purchases count toward my points?

How many points do I need to earn an Award?

When do points expire?

When do my points appear in my account?

Point exclusions

My account shows that I have a certain amount of points, but I know I've spent more than this. What should I do?

What if I forgot to use my member number during an in-store purchase or I didn't log in in when purchasing online?

Auto-Issue On

Auto-Issue Off

How many points do I need to earn an Award?

How do I change my preference for Auto-Issue On to Auto-Issue Off?

What is an Award?

When will I get my Award?

When does my Award expire?

How do I get my Award?

Are there membership levels in the Healthy Awards® program?

What is my membership level?

What are the benefits of being a Silver or Gold level member?

When do my extra benefits begin?

How long do I keep my Silver or Gold Status?

Do Silver and Gold level members earn points differently?

What happens to my points when I return an item?

What happens if I return a product bought using an Award?

Birthday gift

When will I receive a birthday gift?

How does Choose Your Own Sale Day work?

Virtual Consultation

Special Offers from Our Own Brands

Bonus Points

Can I use Vitamin Shoppe coupons on Amazon.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?

How do I contact Customer Care?

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Privacy and Security

What is your privacy policy?

We care about the privacy of our customers. Please read our entire Privacy and Security Policy.

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.

Order by phone
Call toll-free: 1 (866) 293-3367.

Order by fax
Just print out your completed shopping cart and checkout pages and fax to: 1 (201) 809-8079.

Order by mail
Print out your completed shopping cart and checkout pages and send to:

The Vitamin Shoppe
Customer Care Department
300 Harmon Meadow Blvd.
Secaucus, NJ 07094

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

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Products

Which product is right for me?

You may start your research using our healthy info & more section. Please check with health care professional for guidance.

Where are your items manufactured?

The vast majority of our products are manufactured in the United States. A small number of our products are manufactured in facilities outside of the U.S.; in Canada, Iceland, and Germany. All of our supplements are manufactured under Good Manufacturing Practice requirements (21CFR Part 111, cGMP in Manufacturing, Packaging, Labeling or Holding Operations for Dietary Supplements) and are regularly audited to ensure that they are meeting our high quality standards.

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 Number, which can be found in the footer 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
Take a look at our Healthy Info & More 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, recipes and more. You can always find Healthy Info & More under the "shop by" drop down at the top left of every page. Always check with your healthcare professional for guidance.

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.

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.

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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?

"Billing Information Received" on your tracking indicates that your order has shipped from our warehouse and is in the possession of the carrier. If Billing Information Received is displayed (typically during weekends and holidays) the carrier will process your order on the next business day. 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 provide an estimated ship date in your order confirmation email. If we are unable to ship your product by this date, we will provide you with an updated estimated ship date via email. If your product is not in stock by this updated, estimated ship date, you will be notified via email that the item(s) has been cancelled.

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 or check your email confirmation for possible multiple tracking numbers.(order may have been sent in multiple packages)

When will my order ship?

Domestic orders will be shipped within 48 hours, pending verification of billing information and the shipping method selected.

International orders and orders containing gift cards or out-of-stock items will be processed as quickly as possible, but may not ship within 48 hours.

My order needed verification; will it ship today?

If your order is held for verification purposes (most commonly billing or address verification) it will ship as soon as we can resolve the issue. This often involves getting clearance from banks or additional information from you.

Will my international order ship the same day?

Unfortunately no. International orders (orders originating from outside the 50 United States) require verification processes that take longer than domestic orders. This processing time varies by country and by product ordered. We ship these orders out as soon as we can, case by case.

My order has a backordered item or a gift card; will it ship today?

Unfortunately no. Orders that contain a gift card or an item that is out-of-stock require more time to process. Gift cards typically require a day or two and backordered items will be delayed for as long as it takes for us to get a new shipment of the product.

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Pricing

What is your price matching policy?

The Vitamin Shoppe® offers competitive prices for all of our items. We’ll match any competitor’s pricing on the exact same item with proof of price either in-store or by contacting a customer care representative via chat or phone prior to placing your order*. The item must be currently in-stock on VitaminShoppe.com and on the competitor’s website at the time the price match is requested. We’ll verify item eligibility by reviewing the online retailer, their current price, and by confirming it’s in stock. We reserve the right to verify the price and the availability of an identical item (i.e. size, model, quantity, brand, color). Price match cannot be combined with current or prior Vitaminshoppe.com sales, discounts or specials. The Vitamin Shoppe® has the final decision for matching an online price.

The following are excluded from Price Matching:

  • All Online Marketplaces are excluded from price matching, inclusive of Vitamin Shoppe marketplace pricing.
  • Amazon Prime pricing is excluded from price matching. We will price match non Prime items that are sold and shipped by Amazon.
  • Promotional or sale prices at other retailers are excluded from price matching.

 

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 store prices?

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

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

Mix and match from any items for any of the brands included in the promotion. The discount is taken on the second item of equal or lesser value. Buy One Get One Half Off Promotion is valid for a limited time. Please refer to the promotion disclaimer in the footer during the promotion period for further details.

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Accounts

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

If you want to purchase products online you must set up an account. However, you don't need to set it up until you are ready to check out. Until then, you may browse, learn, and comparison-shop as long as you like.

I have changed my address, email address and/or credit card. How do I change my account information?

Click on My Account 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 My Account 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 upper-right navigation bar.

If you are signed in:
You will see your name in the upper-right navigation bar. If you hover over your name, the final option on the list will be 'sign out.' Click this option and you will be signed out. You can sign in and out at any time by clicking the portrait in the upper right by the search bar.

What kind of password do I need to set up an account?

To keep your info safe, make sure your password contains:

  • At least one Upper Case letter and 1 lower case letter
  • One number
  • Eight or more characters

Do I have to change my password if I’ve already got an account?

No. Only if you update or reset your password, you'll need to follow the new password guidelines.

I’m locked out! How do I get back in?

Just click on Forgot Password and follow the instructions. Once you reset your password, your account will be unlocked. Or you can give us a call at (888) 696-9510 and we’ll help you out.

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Ordering and Payment

How do I place an order?

  1. 1) Add items to your cart by clicking the “Add to Cart” button displayed along with the product description.
  2. 2) 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.
  3. 3) Enter your billing, shipping and payment information as directed.
  4. 4) Confirm your order by clicking the “Submit Order” button at the bottom of the confirmation page.

How do I use the Quick Reorder Feature?

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

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?

Yes! You can enroll in our AUTO DELIVERY program and set up your favorite products to automatically be delivered to you on a frequency that you select. Please click here to learn more.

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

Yes. Click on the "My Account" option at the very top of the home page. Log in using your email address and password. You'll then be able to view your order history.

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 payment methods:

  • Visa
  • MasterCard
  • American Express
  • Discover|Novus
  • Diners Club
  • JCB
  • PayPal
  • Vitamin Shoppe Gift Cards
  • Healthy Awards Certificates

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?

Sales Tax is charged on shipments to jurisdictions where sales tax is applicable. The taxability of a particular item is determined by the guidelines set forth by the jurisdiction the item is shipped to. Items sent to APO / FPO/ PPO military addresses are not subject to taxes.

Taxes are estimated to the best of our ability, and will be final on your order confirmation.

The amount of tax charged is based on current tax rates. Shipping charges may also be subject to tax in applicable states. Tax will be refunded for returned items.

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.

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Shipping

When will my order ship?

We make every effort to ship your order within 48 hours of order placement if all items are in stock. If any items are on backorder, we will ship them as soon as they are back in stock.

Where are you shipping my order from?

We are currently operating distribution centers in Ashland, VA and Avondale, AZ. The location from which your order will be fulfilled and shipped depends on a number of factors including geographic proximity to your location as well as stock position for the product(s) that you ordered. Rest assured that no matter which location your order will ship from, we will provide the same level of care and urgency to ensure that your package arrives on time and in one piece.

What shipping carriers do you use?

Your package can ship any of 3 ways:

  • UPS (used for most shipments)
  • USPS
  • UPS mail innovations or UPS Sure Post (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?

All orders shipped within the United States, U.S. Territories (Puerto Rico, U.S. Virgin Islands, Guam, American Samoa, Palau, and the Northern Mariana Islands) P.O. Boxes, APO, FPO or DPO addresses are shipped for a flat shipping fee of $5.99. When you place your order on the web, the shipping option will automatically default to the $5.99 (standard) option. If your address qualifies for other shipping options, you will be able to select the option of your choice.

Shipping options that you may qualify for include:

Standard
(2-6 Business days) $5.99

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).

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

For orders shipping to Hawaii, Puerto Rico and Alaska, these orders will ship within 48 hours via UPS Ground. Orders should arrive within 1-2 weeks.

For orders shipping to Hawaii, Puerto Rico and Alaska to a P.O. Box will ship within 48 hours via UPS Sure Post and order should arrive within 3-5 weeks.

For orders shipping to Hawaii, Puerto Rico and Alaska to a physical address will ship within 48 hours via UPS Ground and order should arrive within 1-2 weeks.

For orders shipping to Guam and the U.S. Virgin Islands, these orders will ship within 48 hours via UPS Sure Post. Orders should arrive within 3-5 weeks.

At this time, all international orders are shipped via UPS and can take approximately 7-10 days for delivery. Please note for international orders that all items must be in-stock and available to ship. If additional documentation is required for your order, a Vitamin Shoppe Health Enthusiast will reach out to you for more information.

For international orders, 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.

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Pick Up In Store

How does Pick Up in Store work?

While on a product details page or in your shopping cart, select Pick Up in Store and proceed to checkout. Once your order has been placed, we will update you on the status of your order via email. Please wait until you have received your “Ready for Pick Up” email before going to the store, as you will not be able to pick up your item(s) sooner.

For easy Pickup at your store, please bring a valid photo ID (i.e., a state ID, driver license, military ID) and your email confirmation or your order confirmation number. A signature will be required upon pick up.

Orders placed within two hours of store closing might not be available on the same day. Pickups are available during normal store hours.

What do I need to bring to the store in order to pick up my order(s)?

Please bring a valid photo ID (i.e., a state ID, driver license, military ID) and your email confirmation or your order confirmation number. A signature will be required upon pick up.

What should I do when I get to the store?

Any Vitamin Shoppe Health Enthusiast (employee) can assist you in picking up your order.

How long do I have to pick up my order?

Your item(s) will remain available for 10 days from the time you receive your Ready for Pick Up email. If after 10 days your order has not been picked up, your order will be cancelled and your original method of payment will not be charged.

Do I have to pay for shipping for store pickup orders?

No, Pick Up in Store orders always include free shipping.

Can I change the store I would like to pick up my order at once I’ve selected it?

Before your order has been placed, you can change your store in your shopping cart. However, once the order has been placed no modifications can be made. To change or cancel a store pick up order, call us at 1(888) 696-9510.

Can I have items shipped to the store?

Yes, when you place your order, just choose the Pick Up In-Store delivery option. If items aren’t currently in stock, we’ll deliver them to your local store for free and send you an email when your order is ready for pick up.

Can I select the Pick Up in store option while shopping on a mobile device?

Absolutely. You can select ANY of our delivery options including Pick Up In-Store using a mobile device either on vitaminshoppe.com, or through our app. It’s available in the Apple Store or Google Play

How will I know when my order is ready to be picked up?

You will receive a “Ready for Pick Up” email. Please do not go to the store before receiving this email, as you will not be able to pick up your item(s) sooner.

Can I select multiple pickup stores in one order?

For now, you can only select one pickup store per order. If you wish to pick up in multiple stores, simply place additional orders and chose a different store per order.

When will my order be ready?

Orders are ready within 4 hours. Orders placed within two hours of store closing may not be available until the next day.

What are the payment types accepted for store pick up?

We currently accept PayPal as well as the following credit or debit cards: VISA, MASTERCARD, AMERICAN EXPRESS, DISCOVER, DINER’S CLUB and JCB.

Do I pay online or in the store?

You will pay online and to complete the transaction, you will sign upon pickup in the store.

How will I know what items can be purchased using store pick up?

You can view the product availability on the product detail page.

How will I receive my receipt?

You will receive your receipt upon order pick up at the store.

What if something is missing in my Pick Up in Store order?

After you have arrived at the store for pick up and have validated your order, if there are any missing items, a Health Enthusiast will complete the order and process the return for the missing item. If the item is in stock, a health enthusiast will assist you in locating the item in the store or placing another order.

For any questions on missing or damaged items, please contact Customer Care using our Feedback Form.

What happens if the price in the store is less than what I purchased online?

The store will complete the transaction and perform a refund or exchange to honor the lower price.

Can I order refrigerated items?

Yes! Now, for the first time ever, when you Buy Online and Pick Up In-Store, you can order refrigerated products, like chilled probiotics, fish oil, and flax seed oil.

If I have a problem with my order after pickup, whom can I contact?

Return to the store with the pick up receipt for a refund or an exchange. If you are unable to return to the store, contact Customer Care using our Feedback Form.

What if I have a problem with my order or want to add a product to my order after it has already been placed?

Please contact Customer Care at 1 (888) 696-9510.

Can I cancel my order?

Yes. Please contact Customer Care using our Feedback Form.

Can I return my order?

Yes, you can return any order by contacting Customer Care by using our Feedback Form, returning to any store with your pick up receipt. For more information see Return Policy.

What if I decide I don't want an item when I pick up my order?

The store will complete the transaction and then perform a refund for the item that is no longer wanted.

Can I place a Pick Up in Store order over the phone?

Yes. Please call Customer Care at 1 (888) 696-9510.

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Auto Delivery

What is AUTO DELIVERY?

AUTO DELIVERY is the most convenient way to enjoy your favorites from The Vitamin Shoppe®. We automatically ship the items you want based on the frequency you choose, and you get a great deal every time!

You always have complete control over your AUTO DELIVERY orders. We’ll send an email or text reminder 3 days before each order ships, as well as a notification when your order is placed. You can easily skip an upcoming order or change your delivery frequency, order date, or quantity by visiting MY AUTO DELIVERY. Changes can be made any time before the next scheduled shipment date, and you can cancel your subscription at any time.

How do I join AUTO DELIVERY?

Set up an AUTO DELIVERY subscription when purchasing qualifying items at The Vitamin Shoppe® store near you, on vitaminshoppe.com, or on our VShoppe mobile app. To subscribe, simply select the AUTO DELIVERY option for your desired product, choose your preferred shipment frequency, then check out as normal.

How much will I be charged for every subscription order?

There is no extra cost to participate in AUTO DELIVERY. In fact, AUTO DELIVERY gives you three additional ways to save! (Exclusions apply*)

  • Save 10% on your initial AUTO DELIVERY purchase and future recurring orders
  • Best Price Guaranteed: We’ll lock down your savings with a 14-day lookback to ensure that you’ve gotten the best price possible
  • Enjoy Free Shipping on all your recurring AUTO DELIVERY orders, as long as your subscribed items total $25 after discounts and before tax
*Details: Take 10% off every purchase (inclusive of your initial purchase) made under our AUTO DELIVERY program, exclusive of the cost of shipping and tax. Only select items are available for AUTO DELIVERY. Except with respect to your initial order under the AUTO DELIVERY program, the 10% discount will be taken off the lowest advertised price for such product on vitaminshoppe.com during the previous 14 calendar days, exclusive of any coupon offers. Discount may not be applied to Nordic Naturals products or gift card purchases. Free shipping applies to AUTO DELIVERY replenishment orders when the total value of all subscribed items exceeds $25 after the 10% discount is applied.

How can I manage my AUTO DELIVERY subscriptions?

MY AUTO DELIVERY is your home for keeping track of your subscriptions and managing upcoming orders. The following tools are available through MY AUTO DELIVERY on our website or the VShoppe app.

  • Update payment method and shipping addresses for your AUTO DELIVERY subscriptions
  • ‘My Next Shipment’ tab: manage individual orders scheduled under your AUTO DELIVERY subscriptions (Note: To modify or cancel your recurring subscriptions, select the ‘Manage My Subscription’ tab instead.)
    • Remove: Remove an item from your scheduled shipment (does not cancel the recurring subscription)
    • Send Now: Ship your recurring order right away instead of waiting for the next scheduled date
    • Skip this Shipment: Cancel your scheduled order (does not cancel the recurring subscriptions)
    • Edit Date: Reschedule your upcoming shipment
    • Change quantity for your next shipment (does not affect the recurring subscription)
  • ‘Manage My Subscriptions’ tab: modify or cancel your recurring AUTO DELIVERY subscriptions
    • Swap flavors within the same item
    • Cancel a subscription including all future orders
    • Change frequency, i.e. the number of days between orders
    • Change quantity for future orders of each subscribed item
    • Change shipping address for a specific item

Of course, you can also get help from one of our knowledgeable Health Enthusiasts™. Get started at the Contact Us page.

Will I earn Healthy Awards® points for my subscription purchases?

Yes! You will earn Healthy Awards® points according to your current membership level at the time of your purchase. Visit the Healthy Awards® page for more information.

Can I use my Healthy Awards® certificate(s) towards my AUTO DELIVERY purchase?

Yes! Your Healthy Awards® certificate(s) can be used both for initial purchase of an AUTO DELIVERY and for future recurring orders. To apply your Healthy Awards® certificate(s) to future AUTO DELIVERY orders, visit MY AUTO DELIVERY and select “Apply my Healthy Awards® certificate(s) to future AUTO DELIVERY orders.” Your AUTO DELIVERY order must be of equal or greater value to your Healthy Awards® certificate(s) in order to be auto applied. If the AUTO DELIVERY order value is less than your Healthy Awards® certificate(s) than your certificate(s) will not be applied and will still be available to you to use at a later time.

Can I use a Gift Card towards my AUTO DELIVERY purchase?

Gift Card(s) may only be used on your initial AUTO DELIVERY purchases. A credit card is required for your future recurring AUTO DELIVERY orders, so we will ask for one at checkout even if you pay for your initial purchase with a gift card.

Can I price match my AUTO DELIVERY orders?

You can price match your initial order based on our price match policy outlined in the, "What is your price matching policy?", section of our site. However, you cannot price match on recurring orders as competitor pricing must be proven at the time of purchase per the above policy link.

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Text Messaging Program

Once I opt in, what kind of messages will you send me?

1) SAVINGS ALERTS
We’ll make sure you’re one of the first to know when we’ve got Flash Sales and special promotions that you don’t want to miss.

2) EASY REORDER
We’ll be sending you reminders to restock some of your favorite products when we think you might be running low. These recommendations will be based on your past purchases.

Is there a limit to how many messages should I expect monthly?

We’ll never text you more than 10 times per month.

How do I stop getting messages?

Super easy. Just text us back “Stop” and you’re opted out.

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Easy Reorder

What is Easy Reorder?

Easy Reorder is a program that allows you to shop your previous orders, fast—by text.

How do Easy Reorder Reminders work?

When you make a purchase, choose the Easy Reorder option. Based on your order history and the product’s recommended use, we'll send you a reminder text when we think you’re about to run out. If you want to reorder, just reply YES. That’s it! (We did mention this was easy, right?) No upfront commitment, order at your own pace. Welcome to the future of wellness.

I'm receiving reminders too early or too late. How can I adjust the timing of the reminders?

Our system calculates the reminder date based on your purchase history for each item in addition to the number of days supply. If your reminder comes too early, you can respond to the text requesting another reminder in the future. It’s essentially a “snooze” button for the reminder!

How do I change the phone number I want to receive reminders to?

We’re currently working on streamlining the process but for now, to change your default number, you’d opt out of Easy Reorder by replying STOP to the last message you received from us. Then order a product online and choose Easy Reorder. From there, you can provide any updated information including a new phone number.

Can I update my shipping address and/or payment method?

Sure, just log into your account here and update your profile. If you already placed an order and need to change your shipping address, click here to contact Customer Care.

Can I add Easy Reorder to products without making a purchase?

Currently, no. But we’ll be fine-tuning our Easy Reorder program throughout the year. Stay tuned for updates.

If I delete the message, is there a number I can reply to for help or to stop?

We’ve got your back. Just send a message to (551) 227-9906.

I just placed an order, how do I cancel it?

Click here to contact Customer Care and one of our knowledgeable Health Enthusiasts can assist you.

Can I speak with someone if I’ve got more questions?

Sometimes it’s easier to talk to a human. No worries, just reach out to Customer Care at 866-293-3367 (domestic callers) or 201-552-600 (international callers) for more information about Easy Reorder messages.

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Return Policy

Shop with confidence with our Easy Returns Policy

Customers may return any opened or unopened merchandise purchased from any Vitamin Shoppe channel to any Vitamin Shoppe store within 30 days. When accompanied by a receipt the customer will receive the return in the original form of payment. Without a receipt, the customer will receive a merchandise credit for the lowest selling price during the prior 30 days, unless they are a Healthy Awards member in which case the store can look up a customer’s purchase history to determine the price that was paid for the item.

Don't Live Near One of Our Stores? Make a Return By Mail:

For purchases shipped to your home, send your purchase and receipt to our Returns Department. For returns via mail, you must carefully package the product, you are responsible for the cost of return shipping.
You may ship your return to either our Ashland, VA or our Avondale, AZ distribution centers.

The Vitamin Shoppe®
Attention: Returns Department
112 The Vitamin Shoppe Way
Ashland, VA 23005


The Vitamin Shoppe®
Attention: Returns Department
925 N. 127th Avenue
Avondale, AZ 85323

Make a Return to a Local The Vitamin Shoppe Store or Super Supplements Store:

Bring your purchase and receipt to any Vitamin Shoppe or Super Supplements store. When accompanied by a receipt the customer will receive the return in the original form of payment. Without a receipt, the customer will receive a merchandise credit for the lowest selling price during the prior 30 days, unless they are a Healthy Awards member in which case the store can look up a customer's purchase history to determine the price that was paid for the item (s). Online orders paid for with PayPal can be returned to one of our stores, refund will be in the form of an in-store merchandise credit.

To find a store near you, use our handy store locator

For Orders Placed with PayPal:

Online orders paid for with PayPal and returned to a Vitamin Shoppe or Super Supplements retail store will be refunded via merchandise credit for a future store purchase. If you would like for your PayPal account to be credited, return your order, with receipt to one of our distribution centers:

The Vitamin Shoppe®
Attention: Returns Department
112 The Vitamin Shoppe Way
Ashland, VA 23005

 


The Vitamin Shoppe®
Attention: Returns Department
925 N. 127th Avenue
Avondale, AZ 85323

 

Still have questions?

Our knowledgeable Customer Care Health Enthusiasts are ready to help!

Please visit our Contact Us page where you can connect via phone, email or live chat. Every Day from 9:00 AM - 9:00 PM EST

What is your return address for phone or website orders?

The Vitamin Shoppe
Attn: Returns Department
112 The Vitamin Shoppe Way
Ashland, VA 23005

The Vitamin Shoppe
Attn: Returns Department
925 N. 127th Avenue
Avondale, AZ 85323

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 over the phone to a retail store?

Yes. You can return a product purchased on our website or over the phone 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 cannot be returned or exchanged at retail stores since Amazon restricts credit card information. Amazon purchases must be returned to one of our distribution centers:

The Vitamin Shoppe
Attention: RETURNS DEPARTMENT
112 The Vitamin Shoppe Way
Ashland, VA 23005

The Vitamin Shoppe
Attention: RETURNS DEPARTMENT
925 N. 127th Avenue
Avondale, AZ 85323

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.

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Coupons, Promos, Gifts

Do online promotions only work in store?

For online only promotions, please note these promotions are eligible for both ship to home orders and orders that are placed online for pickup in store. Online promotions are not valid for transactions made directly at the store.

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. Or check out our deals page for all current offers.

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 or store.

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

During the checkout process, you will be able to enter your coupon, gift card and/or Healthy Awards in the PAYMENT, PROMOTIONS AND AWARD section located in the Secure Checkout page before Review and Submit.

  • SIGN IN
  • SHIPPING INFORMATION
  • PAYMENT, PROMOTIONS AND AWARD
  • Review and Submit

 

*Store Merchandise Credits are not redeemable for online or over the phone orders.

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

For more information on how our Healthy Awards Club works, please Click HERE for additional FAQs.

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Program

What is Healthy Awards®?

Healthy Awards® is The Vitamin Shoppe® customer loyalty program. It’s our way of thanking valuable customers like you for choosing us for your health and wellness needs. The program is FREE to join and easy to participate in. Simply shop, earn points, and get rewarded.

Who is eligible to join?

You must be age 18 years or older to be eligible for membership. Membership in the program is limited to individuals only and is limited to one account per individual. By submitting an application for Healthy Awards®, you agree to be bound by these terms and conditions.

How to join?

You can sign up free:

You will need to provide your first and last name, phone number, and valid email address.

How does it work?

We automatically track the points you earn every time you shop with us. When checking out in-store, simply provide your phone number so we can add the points from your purchase to your account.

Make sure you log in before you shop online so you automatically earn points on purchases.

The perks

  • Membership is free
  • Earn 1 point for every $1 you spend
  • Earn points on any product in-store or at www.vitaminshoppe.com
  • Earn a $5 Award for every 125 points
  • Access to in-store wellness coaches
  • Earn points faster with exclusive bonus points promotions
  • Get sneak peeks at sales and events
  • Enjoy a free birthday surprise
  • Silver and Gold level members get a free virtual nutritionist consultation
  • Silver and Gold level members will enjoy special offers from Our Own Brands
  • Gold level members get a Choose Your Own Sale Day offer (2x a year)
  • Silver level members earn 25% more base points than Bronze level members
  • Gold level members earn 50% more base points than Bronze level members
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Earning Points

How do I earn points?

It’s simple. You earn a point for every dollar you spend at The Vitamin Shoppe®, in-store, online, phone, or app

Do all my purchases count toward my points?

You can earn points on all our products, excluding shipping, handling, tax, gift card purchases, coupon discounts, Award redemptions, and returns. Points are based on dollars spent.

How many points do I need to earn an Award?

For every 125 points you earn a $5 Award. The maximum value to be earned per year is $800 which is 20,000 points. 1,250 points will automatically issue a $50 Award and any remaining points will stay in your account

Number of points Dollars off any merchandise
125 $5.00
250 $10.00
375 $15.00
500 $20.00
625 $25.00
750 $30.00
875 $35.00
1,000 $40.00
1,125 $45.00
1,250 $50.00

Why do I need to spend more to earn an Award?

  • Healthy Awards® has changed to offer you even more benefits including 3 levels of perks, savings, surprises, and supercharged points that get you to Awards faster. To give you all that, we had to update our earning structure. We think you’ll love the new program!

When do points expire?

Your points do not expire as long as you shop and earn Healthy Awards® points within 12 months.

When do my points appear in my account?

For daily in-store purchases, you can expect to see points in your account between 24-72 hours. For online orders; including orders purchased online and picked-up in-stores; points will be automatically applied 48-72 hours after shipment date or in-store pick up date. Special bonus point’s promotions can take up to 30 days. If you don’t see your points within this time frame, please visit our Contact Us page on our website and let us know.

Point exclusions

Points cannot be redeemed for cash, cash equivalent, gift cards, or be applied to account balance.

My account shows that I have a certain amount of points, but I know I've spent more than this. What should I do?

Be sure to check that you haven’t already used the points in question. Please contact us and we’ll answer any questions you’ve got. If you don’t notify us of a point’s dispute within ninety (90) days of the transaction in question, you’ll have waived your right to make a point’s dispute with respect to that purchase.

What if I forgot to use my member number during an in-store purchase or I didn't log in in when purchasing online?

If you have the receipt from the purchase, please contact us for assistance. If you’re missing points, they can look up your account and adjust the necessary points you’ve earned.

  • Domestic callers: 866.293.3367
  • International callers: 201.552-6000
  • Hours of operation: Every day 9:00 a.m. – 9:00 p.m. ET
  • vitaminshoppe.com/u/contact-us.jsp
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Managing My Awards

Auto-Issue On

All Healthy Awards® members start with their account set to Auto Issue On, which means you don’t have to do a thing. We’ll automatically track your points, and when you reach enough points to earn an Award, we’ll notify you via email or direct mail. Your Award will also be ready for you in-store. Just let us know when checking out. Once an Award has been issued, you will have 60 days to redeem your Award at any Super Supplements® and The Vitamin Shoppe® store or online at vitaminshoppe.com.

Auto-Issue Off

This option allows you to continue earning points until you’re ready to convert them into an Award. You can save up to 1,250, at which time a $50 Award would be automatically issued.

How do I change the point threshold of my Auto-Issued Award?

We’ve set an Award threshold for you based on your membership level. Bronze members - $5, Silver members - $10 and Gold members $15. But if you’d like to change the total number of points you earn before we Auto-Issue your Award, you can do so at any time. Visit vitaminshoppe.com and login to My Account>Healthy Awards. There, you can set your points to the amount that will Auto-Issue your Award. You can change this amount at any time, and as often as you like—we’re flexible.

How do I change my preference for Auto-Issue On to Auto-Issue Off?

Visit vitaminshoppe.com and login to My Account>Healthy Awards. Select “off” to turn off the Auto-Issue function. Now your points will remain in your account until you decide to convert to an Award.

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Getting Awards

What is an Award?

An Award provides a discount off the purchase of a qualifying The Vitamin Shoppe® purchase in-store or online. This Award cannot be redeemed for cash, cash equivalent, gift cards, or be applied to account balances. You can only redeem your Award for merchandise.

When will I get my Award?

When you reach enough points to earn an Award, if your account is set to Auto Issue, we’ll send you your Award automatically. If your account is set to Auto Issue off, then you’re saving those points and you decide when you want to receive the Award—your choice.

When does my Award expire?

Awards have an expiration period of 60 days from the date of issuance. The exact expiration date will be reflected on your Award voucher.

How do I get my Award?

Once an Award has been activated, it will be made available in a printable format via the mobile app, and web. It will available in-store (just ask a Health Enthusiast®), and we’ll also send the Award via email and direct mail.

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Membership Level

Are there membership levels in the Healthy Awards® program?

Yes. Healthy Awards® is launching new Bronze, Silver, and Gold levels. When you reach a new level, you unlock more rewards!

What is my membership level?

Bronze – New members to the Healthy Awards® program will begin as Bronze level members.

Silver – Reaching Silver status requires a minimum annual spend of $200-$699.

Gold – Reaching Gold status requires a minimum annual spend of $700+

What are the benefits of being a Silver or Gold level member?

Silver


  • Earn 25% more base points than Bronze level (1.25 points per $1 spent)
  • Access to free virtual nutritionist consultation
  • Special offers from Our Own Brands

Gold


  • Earn 50% more base points than Bronze level (1.5 points per $1 spent)
  • Access to free virtual nutritionist consultation
  • Special offers from Our Own Brands
  • Choose Your Own Sale Day

When do my extra benefits begin?

Your extra benefits begin immediately after you qualify for Silver or Gold status.

How long do I keep my Silver or Gold Status?

As soon as you qualify for Silver or Gold status, you will receive an email welcoming you to that level. You will maintain that status for the remainder of the current calendar year and into the following year. While you won't drop your status in the current calendar year, any returns you make may affect your status for the following year as calculated in January.

Do Silver and Gold level members earn points differently?

Yes. For every $1 spent, Silver level members earn 1.25 points and Gold level members earn 1.5 points. That's 25% more than Bronze, and 50% more than Bronze, respectively. Plus, points never expire as long as Silver and Gold status is maintained each calendar year.

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Returns

What happens to my points when I return an item?

Your points, base, and bonus are deducted from your points balance.

What happens if I return a product bought using an Award?

If you use your Award to buy an item and then return that item to a Vitamin Shoppe store, you will receive a merchandise credit back for the value of the Award plus your original form of payment to use on a future in-store purchase. If you want to exchange the item for something else in the store, our Health Enthusiast® will apply the same points discount to the new item. For online orders, if you’re returning an order by mail within the first 30 days, you will be credited back to the original form of payment. If an Award was used for an order, and then the order is either cancelled or returned through the Call Center you will receive an e gift card.

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Benefits

Birthday gift

When will I receive a birthday gift?

If you gave us your birth date, you’ll receive a birthday surprise during your special month.

How does Choose Your Own Sale Day work?

As a Gold level member, you decide when you want to Choose Your Own Sale Day. We’ll send you a discount offer via email or in the mail with a coupon code that you can use any time.

Virtual Consultation

Silver and Gold level members can book a virtual appointment with one of our nutritionists. We’ll email your invitation to schedule an appointment.

Special Offers from Our Own Brands

Silver and Gold members can look forward to big promotions from Our Brands (BodyTech®, Betancourt Nutrition®, Next Step®, Mytrition®, True Athlete®, ProBioCare®, plnt®, and The Vitamin Shoppe®). This includes early access to sales and new products, special pricing, and more!

Bonus Points

From time to time members will receive Bonus Points on purchases. In these instances, they will get their base points + bonus points on the same transaction. For example, if we offer a 2x points promotion to a Silver member, they get 2 points earned per $1 spent, plus an extra .25 points per dollar since they normally earned 1.25 points.

$20 Orderwith 2X Promotion Base Points 2X Bonus Tier Bonus Total
Silver Customer 20 20 5 45
Gold Customer 20 20 10 50
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How do I cancel my Healthy Awards® account?

You can cancel your membership at any time by calling our Customer Care team at 866.293.3367 or visiting the Contact Us, page on our website. Upon cancellation, any unused points accrued in your account will be forfeited and cannot be redeemed.

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Miscellaneous

By joining the Healthy Awards® program, you agree to be bound by the terms and conditions set forth in these FAQs and Terms and Conditions. The account remains the property of The Vitamin Shoppe and must be erisurrendered upon request. No credit or cash will be given for unused points. Program account numbers are not transferable and are not for sale, resale or barter. The Vitamin Shoppe is not responsible for use of a member's account or redemption of a member's points in the event the member's account is stolen and the account is used or the points are redeemed prior to the member informing The Vitamin Shoppe that the member's account has been stolen. The Vitamin Shoppe reserves the right to cancel, modify, or restrict the Healthy Awards® program, including, without limitation, the point conversion ratio and the point expiration policy at any time. Any changes can be made without advance notice. The Vitamin Shoppe may make these changes even though such changes may affect the member's ability to use points already accumulated. You are responsible for remaining knowledgeable about these FAQs and Terms and Conditions. A member's point balance, as reflected in The Vitamin Shoppe’s records, shall be deemed correct. The Vitamin Shoppe reserves the right to determine the amount of points in any member's account based on The Vitamin Shoppe’s internal records related to such member's account. In the event of an inconsistency between the amount accrued in a member's account as stated on any member's receipt and The Vitamin Shoppe’s internal records, The Vitamin Shoppe’s internal records will control. The Vitamin Shoppe assumes no responsibility for errors caused by incorrect member information. The sale of points is prohibited and may result in the confiscation or cancellation of your points as well as suspension or termination of your membership, which in each case shall be final and conclusive. The Vitamin Shoppe may revoke any Member's membership in the Healthy Awards® program at any time if such member engages in abuse of the program or fails to follow the terms and conditions of the program. Fraud or abuse relating to the accrual of points or redemption of rewards may result in revocation of membership in the program and may affect a member's eligibility for participation in any other The Vitamin Shoppe program. Healthy Awards® points are non-transferable and cannot be redeemed for cash. The interpretation and application of these FAQs and Terms and Conditions are at the sole discretion and determination of The Vitamin Shoppe.

The information you provide as a member of the program will be handled according to The Vitamin Shoppe’s privacy policy, which is available for review here.

For more information or other questions, please visit the Contact Us page and we will be happy to help you.

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Amazon.com

Can I use Vitamin Shoppe coupons on Amazon.com?

No. Vitamin Shoppe coupons can only be used on the www.vitaminshoppe.com website.

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

No changes can be made to Amazon order once it has been submitted.

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

Yes. Healthy awards are earned when shopping Vitamin Shoppe via amazon.com. To redeem the voucher your order must be placed through the Vitamin Shoppe site or by calling 1 (866) 293-3367.

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Customer Support

How do I contact Customer Support?

To submit a question or comment to us using the Feedback Form. 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 - Everyday from 9:00 AM ET to 9:00 PM ET.

If outside of the United States, please call 1 (201) 552-6000, Monday through Friday from 9:00AM ET to 6:00PM ET.

Fax us at
(201) 809-8079.

or, write to us at:

The Vitamin Shoppe
Customer Care Department
300 Harmon Meadow Blvd.
Secaucus, NJ 07094

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