Due to a high volume of orders, there may be delays in processing your order. We are working with our warehouse to prepare orders as quickly as possible. We appreciate your patience!

FAQ

Frequently Asked Questions

General

Where are you located?

Our head office is located in Toronto, Ontario, Canada and our warehouse is located in Acton, Ontario, Canada.

Why shop with Vitarock?

When you shop with Vitarock, you can rest assured that each of the brands and products we carry are pre-screened and close to being 100% natural. See our full brand list here. The products we sell don’t harm your health or pollute the environment, are made with ingredients that aren’t tested on animals and contain as many fair trade ingredients as possible. We won’t sell a product unless we know what it contains. And we’ll only sell a product that meets our high standards. Learn more about us on our about page.

What does Vitarock sell?

Customers look to Vitarock as a trusted source of highly curated products. With over 10,000 natural products to choose from, including body care, food and supplements, we believe in supporting brands that do their part in minimizing their impact on their environment while offering safe and exceptional quality. As a B Corp Certified business, we love what we do and stand up for what we believe in.

What makes Vitarock different from other online stores?

Vitarock is a *B Corp certified business. We specifically sell and promote products that promote positive change in the world and improvement in our physical and mental health. Vitarock takes pride in the values it upholds and in the way it gives back to the community and the world. Vitarock was borne of a vision to create an online community that gives people the opportunity to buy everyday products that are

• Pure, green, safe & fair.
• Helps consumers minimize their impact on the environment.
• Increases awareness of health-related, environmental and social issues.
• Gives back to the world in as many ways as possible.

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

*Certified B Corporation is a global movement of for-profit businesses seeking change; using businesses as a force for good. To certify as a B Corp, a company must achieve a minimum verified score of 80 points on the B Impact Assessment. The B Impact Assessment asks questions about how the day-to-day operations of a company create positive impact for the company’s workers, community, and environment. Additionally, companies can earn further points if their overall business model can be shown to create positive social and environmental impact as well, qualifying the company for specific Impact Business Model points. There are currently over 2,100 B Corps certified by the non-profit B Corp lab to meet rigorous standards of environmental performance, accountability and transparency. Vitarock was first certified as a B Corporation in July 2015 and recertified in 2017. Becoming a B Corp has become a badge of honor for Vitarock. Join us in cultivating a new economy that prioritizes the planet through our shopping decisions.

What do you mean by pure, green, safe & fair?

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

What does Vitarock mean?

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

Can I trust Vitarock?

Vitarock Inc. respects your privacy and we have taken all measures to protect the information you share with us. To learn more about our privacy policy we encourage you to read our full privacy policy here and our terms & conditions of use here.


Ordering

The item I would like to purchase is listed as out of stock, when will it be back in stock?

Sign up for our stock notifications and be notified once the item comes back in stock. To activate the notification, click on the out of stock product you would like to purchase then to the right hand-side select 'notify me when this product is in stock'.

What methods of payment do you accept?

We accept VISA, VISA Debit, PayPal, MC and Amex*.

*Amex is only valid through our Canadian website, Vitarock.ca. Customers shopping on our international website, Vitarock.com, are able to check out paying with Amex strictly via PayPal.

When will my payment be processed?

Your payment is processed immediately. Please allow 24-48 hours for your payment to officially appear on your credit card statement. Delays may occur depending on your banking institution.

In what currency are your prices listed?

Product prices will be displayed in $CAD when shopping on Vitarock.ca and product prices will be displayed in $USD when shopping on Vitarock.com.

Is my order subject to taxes?

Only Canadian orders are charged taxes. The tax rate will vary by province and depends on your local tax regulations. Many food items are not subject to taxes, and the status of all our other kinds of products is charged only when applicable to your province. Taxes will automatically apply at checkout.

U.S. and international orders are not charged taxes at checkout, however U.S. and international orders may be subject and responsible for additional costs such as duty and taxes. If applicable, customers are responsible for additional costs which are due upon delivery.

Can I cancel/ make changes to my order after I have submitted the order?

We work hard to process your order quickly and efficiently, so you receive your product as soon as possible. Unfortunately once an order has been submitted we are not able to cancel the order nor accommodate changes. If you forgot to add something to your order before it was placed, please place a separate order for the additional item.

How do I keep track of my orders?

As soon as you submit your order, you will receive an email confirming that we received it along with your order summary. Once your order ships we will provide you with a tracking number so you’ll know where your package is at all times.

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

Login to your customer account dashboard for all status updates by clicking here. You’ll find a detailed summary of the status of your order from the point of purchase up to its current location. As well, once your order has shipped from our distribution center, you can use the tracking number provided in the order confirmation email to track your parcel directly through the UPS website for U.S and international orders or the Canada Post website for Canadian orders.


Shipping

Where does Vitarock ship?

We ship worldwide! Shop on Vitarock.ca if you are shipping in Canada and shop on Vitarock.com if you are shipping to the U.S or internationally.

Where does Vitarock ship from?

All orders are shipped from our warehouse located in Acton, Ontario, Canada.

How much does shipping cost?

Shipping charges vary by weight and order sub-total and will be shown at checkout. Calculate how much shipping will cost you and how long delivery will take with the help of our shipping estimator. If you are shipping to Canada click here for the shipping estimator. If you are shipping to the U.S. or internationally click here for the shipping estimator.

1. Add items to your cart, 2. Enter you country, 3. City, 4. Postal code, and shipping estimates will appear below. 

Please remember, an estimated date of arrival does not guarantee the package will arrive on this date as it is simply an estimate, meaning there are chances your order may arrive at an earlier date or at a later date. An estimated date of arrival may change without notice.

We offer free shipping on orders with a minimum sub-total of $49+ and weighing a maximum of 13lbs. Free shipping is not applicable on international orders. Learn more on our shipping and handling information page.

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

*COVID-19 SHIPPING UPDATE:

Shipping time will vary by destination. Average shipping time for Canada is 4-9 business days. Average shipping time for U.S. is 5-10 business days. Average shipping time for international is 7-12 business days (+ customs processing times). Due to COVID-19, all our courier partners are experiencing delays due to physical distancing requirements, and increased shipment volumes. Please allow additional time for your order to arrive. Thank you for your patience.

Once an order has been placed, our warehouse processes and ships the order within 1-2 business days. You’ll be notified via email once your order is shipped and you will be able to use the tracking number provided to monitor your package. See our shipping and handling page for more details on shipping timelines

Is my order subject to duty and taxes?

U.S. and international orders may be subject and responsible for additional costs such as duty and taxes. If applicable, customers are responsible for additional costs which are due upon delivery.

Is my order coming in different parcels/ shipments?

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


Returns

*COVID-19 RETURN UPDATE:

With the safety of our warehouse employees in mind we are temporarily suspending accepting returns until the state of emergency is lifted. We appreciate your understanding during these unprecedented times. 

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

If you’ve opened the product and it’s defective or damaged, please contact our customer service team directly by email or phone toll free at 855.735.6536. We're here to help.

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

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

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

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

Are shipping fees refunded?

Shipping fees are not refunded. Only returned products will be refunded.


Coupons

Does Vitarock offer a discount for first time orders?

Yes! Create an account with us and sign up to our newsletter to receive 10% off your first order with us. The coupon code is a one-time use offer. Enter coupon code 10first at checkout to apply the discount to your order. Remember, you must be logged into your Vitarock acount for the coupon code to apply successfully.

Does Vitarock offer other discounts and coupons?

Yes! Join our Loyalty Program and earn points with each item you purchase. Create an account with us and start saving. It's that easy. Receive 200 reward points = $10 just for signing up, this amount will automatically be added to your account in form of reward points. Learn more about our loyalty program by clicking here.