Frequently Asked Questions

Privacy and Security

1. What is your privacy policy?
We care about the privacy of our customers. We currently collect information only for limited use on our own site. Please read our entire privacy and child protection policy.

2. Is my 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.

3. 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: 1-877-387-8308. 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 320 locations nationwide, with new stores opening almost every month. To find a store near you, click here.

Products

1. 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 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.

2. 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: 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. Please note: Individual nutrition bars cannot be backordered.

3. 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.

4. I'd like to be reminded to purchase selected items again in the future. Can you do this?
Yes! Simply select the "Manage My Reminders" option that's available in your order confirmation email notification or under the Browse Quick Links on the left hand side of our homepage. You'll be able to set customized reminders at intervals that are most convenient for you - either at 30, 45, 60, 90, 120 or 180 days.

Accounts

1. 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.

2. I’ve 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.

3. 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.

Ordering and Payment

1. 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.

2. 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.

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

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

4. 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.

Shipping

1. 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 or FPO addresses are shipped for a flat shipping fee of $4.99. When you place your order on the web, the shipping option will automatically default to the $4.99 (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) $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
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.

2. 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.

3. 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.

4. 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

1. What is your return policy?
We're not happy until you are. If you are not satisfied with your purchase for any reason, return the unused portion within 30 days of receipt for a prompt refund. Please return your purchase by mail to:
The Vitamin Shoppe
2101 91st Street
North Bergen, NJ 07047

Coupons, Gift Cards, Gift Certificates and Healthy Awards Certificates

1. How do I redeem coupons, gift cards and/or gift certificates on the website?
During the checkout process, you will be able to enter your coupon, gift card and/or gift certificate information when you enter your payment information. For complete details, please visit our Help sections on Coupons, Gift Cards and/or Gift Certificates.

2. How do I acquire/redeem Healthy Awards Club points on the website?
Every time you make a purchase on our site, you automatically earn one Healthy Awards point for each dollar you spend (excluding shipping, handling and tax). We keep track of your points, which accumulate throughout the year. At the end of each calendar year, your points are totaled. If you've earned enough points to qualify for an award, we'll send you an exclusive Awards Certificate, which may be used as credit towards a future single purchase.

To redeem your Awards Certificate online, simply enter the certificate information during the checkout process when you enter payment information.

For more information, please read about our Healthy Awards Club.

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 1-877-387-8308 - Monday through Friday from 9:00 AM EST to 9:00 PM EST. 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

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Frequently Asked Questions