FAQs
General
- What is the best way to contact you?
- Can you give medical advice?
- How do I find out the ingredients of a product?
- How do I stay informed about new products and special offers?
- I've signed up for your newsletter, why haven't I received it?
- Do you have gift vouchers?
- What is a product review?
- Can I review your products?
- I am after a product that isn't on your website. Can you get it for me?
- I have other questions that are not listed here, how can I get the answer?
My Account
- I've forgotten my password - what do I do?
- I've changed my email address?
- I have moved address and need to update my details. How do I do this?
Ordering Online
- How long does it take to process my order?
- Do you accept phone orders?
- Do you allow pickups from your store?
- How can I cancel my order?
- I have ordered the wrong thing, can I return it?
- I placed an order, and it said it was successful, but I haven't received an email?
- I received an email saying the item I bought is out of stock. Why is that?
- I canceled my order, when will I get a refund?
- The product I am wanting is out of stock. Will you stock it again?
Online Payments
- What payment options are there?
- What currency do you charge your orders in?
- Do you accept PayPal?
- Can I pay with American Express?
- When do you charge my card?
- I selected to pay via internet banking, how do I pay?
- I am an international customer, can I pay via internet banking?
- Is it safe to order online from your website?
- It looks like my credit card has been charged twice?
Shipping & Delivery
- How much is shipping within New Zealand?
- Do you ship overseas?
- What courier do you use?
- How long does it take for delivery after I place my order online?
- Does my parcel require a signature or someone to be home?
- Can I track my parcel?
- What happens if my parcel doesn't arrive?
- The tracking is showing my parcel is delivered but I have not received it, what do I do?
- The courier link says attempted delivery, what do I do now?
- Do you offer Saturday Delivery?
- Do you charge extra for rural delivery?
- I am ordering from overseas. What should I know about Customs and import regulations?
Problems With Your Order
–––– General
Q: What is the best way to contact you?
A: If you are unable to find the answers to your questions below, please email us at info@vitahealth.co.nz and our team will reply within 1 working day.
Q: Can you give medical advice?
A: Our customer service team will be happy to answer your product related questions, however, we are unable to dispense information or advise related to medical conditions. All the information we provide is of a general nature and should not replace that of your healthcare professional. We recommend you consult your healthcare professional if you experience any unexpected symptoms.
Q: How do I find the ingredients of a product/s?
A: With each product listed on the website in the product description area an "ingredients" tab will be available to click on and view them. We do our best to display the ingredients of all products but unfortunately, it is not possible for us to manually type in all of the ingredients for all products. We rely on our suppliers to provide us with this information. Most of our products list only the active ingredients on the label.
Inactive ingredients that usually are not mentioned in the list include fillers, tableting, and encapsulating aids. Also please know that in many cases inactive ingredients aren't listed on the product label itself and therefore aren't readily available to us, if at all.
If you're concerned about or have a sensitivity to any of the inactive ingredients commonly used in the manufacture of dietary supplements (e.g. silica, cornstarch, magnesium stearate), then we ask that you please check the label of your products carefully before opening them. Please feel free to contact us directly to enquire about the inactive ingredients of any particular product(s) you're interested in and we'll gladly check the label and/or put you in touch with the manufacturer prior to your ordering.
Q: How do I stay informed about new products and special offers?
A: We send out a regular email newsletter promoting exclusive deals, some of which may only be available to customers subscribed to our newsletter so we encourage you to keep informed so you will not miss out on some great offers.
Another way of staying up to date with VitaHealth is via our Facebook page. "Like" our page, join the community and be in on free products and exclusive offers. Visit us at facebook.com/vitahealthnz
Q: I've signed up for your newsletter, but I have received an email from you yet?
A: Thanks for subscribing to our email newsletter. If for some reason you haven’t seen the latest email newsletter in your inbox from us, please be sure to check your spam folder in case your internet provider redirected it there by accident. Of course, it's not spam but occasionally these type of things can happen.
Q: Do you have gift vouchers?
A: We are currently not set up to send gift vouchers at this time. We will be in the near future.
Q: What is a product review?
A: Product reviews provide a forum for VitaHealth customers to share their personal experiences with the products they have purchased and are a great way to helps others in their decision-making process. We attempt to publish all reviews where possible but reserve the right to choose not to publish reviews if they contain any inappropriate language, comments or opinions. We do welcome both positive and negative reviews, however, any questions or complaints should be forwarded to our customer services team so we can better assist you.
No links to third party website will be published sorry. Only links within the VitaHealth website or blog will be accepted.
Q: Can I review your products?
A: We welcome you to review any product on the VitaHealth website. Please note you must be registered with us and logged in to add your review. Once you have logged in search or navigate your way to the product to review. Click on the product to enter the main description area and scroll down past the product overview to the 'Write Your Own Review' area. Simply fill out the fields then click on the 'Submit Review' button. Once your review has been submitted we'll publish your review as soon as we get the chance to have a quick look at it for anything inappropriate. We, of course, do not anticipate this in your case at all. Please understand it's just standard procedure. Thank you.
Q: I am after a product that isn't on your website. Can you get it for me?
A: We stock a wide range of products and are constantly adding more products to our ever-growing range. However we are always happy to hear about new products that our customers wish us to stock. Please complete the Product Requests Form with the desired product name, brand, your contact details.
Q: I have other questions that are not listed here, how can I get the answer?
A: Please contact us. We look forward to hearing from you and being of assistance.
–––– My Account
Q: I've forgotten my password - what do I do?
A: It's very simple, all you need to do is click on the login link at the top right of the page. Now click the pale blue link "Forgotten Password" text which is located to the right of the "Login" button. You will then be directed to the "Reset Password" page where you can enter your email address. Now select the "Reset Password" and follow the prompts. Our website will send you an email with instructions as to how you can reset the password on your account. Please check your email and follow the instructions or contact us.
Q: I've changed my email address?
A: Please log in to your account using your old email address and go to "My Account" and change your email address. Then hit the "Update Details" button and you're done. If you have any questions or would like us to do this for you please contact us.
Q: I have moved address and need to update my details. How do I do this?
A: Please log in to your account and go to "My Account" and change your address details. Then hit the "Update Details" button and you're done. If you have any questions or would like us to do this for you please contact us.
–––– Online Ordering
Q: How long does it take to process my order?
A: We aim to process orders as quickly as possible. Generally, the same day if the order is placed by 1 pm NZST. If your order is placed late in the afternoon or evening, then expect your parcel to be processed the following workday. Generally speaking please allow 1-2 workdays to process all orders.
Please note that sometimes there may be a delay if we need to order stock in for you. Example. The product you ordered may be out of stock or if you are ordering large quantities of a single item. If this is the case our customer services team will be in contact with you.
Once your order has left us, you will receive a confirmation email with a tracking number. Please make sure you check your junk or spam folders if for some reason you have not received a confirmation email.
Q: Do you accept phone orders?
A: Yes we do. Please phone 0800 999 999 and we will be happy to arrange an order for you. International customers, please call +64 3 9999 9999
Q: Do you allow pickups from your store?
A: As an online company we are unable to allow customers to pick up orders at this time.
Q: How can I cancel my order?
A: We can cancel and refund a submitted order for you as long as it has not been dispatched. Please contact us as soon as possible to prevent the dispatch of your order.
Q: I have ordered the wrong thing, can I return it?
A: Here at VitaHealth we give you the opportunity to return product/s that are in re-saleable condition. This means unopened and undamaged. You can return it within 30 days of receipt for a full refund.
Please wrap your returned product well and return them to us with your order number as a reference to the address below. Please note products that have been damaged in transit back to us will not be refunded.
VITA HEALTH LIMITED
PO Box 18771
New Brighton
Christchurch 8061
New Zealand
Once we have received, a refund will be issued within 10 days and an email confirmation will be sent. Refunds will be issued in the original form of payment.
Refund of Shipping Costs: Please note we will only refund shipping costs if the return is a result of our error. A full refund will be given in this instance. If you are returning because the item is no longer required, or ordered in error, the shipping fee is non-refundable.
Q: I placed an order, and it said it was successful, but I haven't received an email?
A: Please check your spam/junk folder. If it is not there your spam system may have blocked us automatically. Adding our email address into your email contacts can help stop this. Please email us if you can't find the email. If you are still having issues receiving our emails please contact your email service provider.
Q: I received an email saying the item I bought is out of stock. Why is that?
A: We do our best to make you aware of any products which are out of stock prior to purchasing. However, in some cases it does happen that a product sells out simultaneously, meaning that the last remaining stock of a product may have sold to another customer while your order was being processed. Also, you also may have purchased multiple units of a product when only 1x was available. We reorder frequently though and you can expect an ETA for when to expect your product (it's generally within 1 week)
If you have ordered multiple items and 1 item is out of stock we will send your order and place the missing item on backorder. Please know that we don't charge any extra delivery for backorders.
Q: I canceled my order, when will I get a refund?
A: Yes absolutely providing your order was never dispatched we will refund your order in full within 1-3 working days. The purchase balance for the canceled item(s) will be refunded to the same payment method used to place your order. If you have paid with Internet Banking please provide us with your bank account details so the funds can be refunded back into your account
Q: The product I am wanting is out of stock. Will you stock it again?
A: In most cases yes we will. Most out of stock products will be only for a short time. In the product overview area, you can add your email and be notified as soon as the product returns. If you have any questions please do not hesitate to contact us. We will be happy to help.
–––– Online Payments
Q: What payment options are there?
A: We offer complete peace of mind when it comes to paying for your products. We accept Visa, MasterCard, PayPal and internet banking. Our secure payment systems are amongst the best in the industry and provide state-of-the-art payment security and fraud protection. If you've any further questions or concerns, please let us know. We're always happy to help.
Q: What currency do you charge your orders in?
A: Because we are a New Zealand Company all of our orders are charged in New Zealand Dollars ( NZ$ )
Q: Do you accept PayPal?
A: Yes we do accept PayPal
Q: Can I pay with American Express?
A: If you want to pay with your American Express credit card, please click the 'PayPal' button upon checkout. You don't need a PayPal account for this and can proceed as a PayPal guest. From here you can choose to pay from a range of credit cards.
Q: When do you charge my card?
A: Our credit card payments provider is Braintree which is a well-respected card charge provider. When you are on our checkout page, you will be able to enter your card details securely on the page for payment. Your card will be charged when you click 'Place Order'. Once the transaction is successful, you will be directed to the order success page. Please ensure adequate funds are available and that the correct card details have been entered at the time of purchase.
Q: I selected to pay via internet banking, how do I pay?
A: You can pay via internet banking or Phone banking, or you can pop into your local bank to manually deposit the funds. Please be sure to use your order number as your payment reference so we can easily find your payment.
Bank Transfer NZ Only - Direct Credit - Internet Banking
Bank: Kiwi Bank
A/C Name: Vita Health Limited
A/C No. 38-9019-0819498-00
Q: I am an international customer, can I pay via internet banking?
A: It can be more convenient to pay by credit card/debit card, rather than internet banking due to potential extra banking fees, but you are welcome to pay via internet banking. Please note, there may be an international transfer fee charged by your own bank. If you have any doubts please contact your bank before you transfer.
If you have already placed an order, and want to pay by card please just place a new order on the website using the preferred method of credit card/ debit card. We will cancel your old order if we see that it is the same as your new order.
Q: Is it safe to order online from your website?
A: Yes it is. The VitaHealth website uses the industry standard Secure Sockets Layer (SSL) protocol, which encrypts your personal information as it is transmitted over the internet.
To ensure you are accessing a secure server, check for a closed padlock symbol in your browser window as this show the SSL security protocol is active. You can double check this by looking at the URL as well. If SSL is active, then the first characters of that line will read "https" rather than just "http".
Please keep in mind that no method of transmission over the Internet, or method of electronic storage, is 100% secure. Therefore, we cannot guarantee its absolute security.
Please ensure you sign out when you have finished visiting the VitaHealth website. It is important for you to protect against unauthorized access to your password and to your computer especially if you access our website from a shared computer.
For more information, please visit our Privacy & Security page.
Q: It looks like I credit card has been charged twice
A. If you have only been emailed one order receipt, you will only be charged once. There may have been a glitch in the payments system when ordering. What you will be seeing are pending authorisations. When you place an order with VitaHealth, the initial amount sits in a hold account with your own bank. Once the order has been completed, this is when we take the money and the official charge is made. The pending charge/authorisation then 'drops off' your account. This often happens quite quickly, but in some cases, banks can be a little slow at releasing the pending charge.
If you are unsure, or if this doesn't disappear within 7 days, please contact us.
–––– Shipping & Delivery
Q: How much is shipping within New Zealand?
A: We offer free delivery within New Zealand on all orders over $45. For orders under $45, we only charge $4.50 for courier (CourierPost) delivery to anywhere in NZ - This includes RD addresses and PO Boxes.
We send non-signature parcels unless otherwise requested. If you're not home when they call, and they deem it safe to do so, the driver will typically leave your parcel either at your door or close by. If they don't think it safe to leave, they'll leave a card to call.
You can also choose the Signature Required option during the checkout process for just $2.00 on orders over $79, or $6.50 for all orders under this amount.
All orders are sent with 'Track & Trace'. We'll send you a dispatch confirmation email with your tracking number at the time your order is sent.
Q: Do you ship overseas?
A: Yes we do ship overseas. Please visit our delivery page and scroll down to International where you will find a list of countries, delivery methods, and costs. The shipping rates vary depending on your delivery country and choice of delivery method. You can check the postage cost for your order by selecting your country at checkout. If you then change the quantities in your cart, click on [update cart] to update the delivery cost.
You can enter your delivery address in foreign characters for your parcel at the check-out or email us with your order number and address in foreign characters to info@vitahealth.co.nz and we will put this on the parcel as well as the address in English to assist with accurate delivery.
Q: What courier do you use?
A: We use Courier Post for items dispatched from our warehouse.
Q: How long does it take for delivery after I place my order?
A: We do our best to have your order shipped to you the same day you order so you will receive delivery the next-working-day within New Zealand provided that you order prior to 1 pm. For rural addresses please allow an extra day. Orders that reach us later than that will be sent out the next working day. International delivery varies from just a few days for Courier to around 2 weeks for Airmail. This all depends on your location. Please visit our shipping page for more information.
Q: Does my parcel require a signature or someone to be home?
A: No. If you're not home when they call, and they deem it safe to do so, the driver will typically leave your parcel either at your door or close by. If they don't think it safe to leave, they'll leave a card to call.
You can, however, choose the Signature Required option during the checkout process for just $2.00 on orders over $79, or $6.50 for all orders under this amount.
Q: Can I track my parcel?
A: NZ Orders: When placing an order online you will receive a dispatch notification in your email containing a link to your tracking number. Follow the tracking link to track its location: https://www.courierpost.co.nz/track/track-and-trace. For any assistance please contact us.
International orders: Only parcels sent with a courier service can be tracked. You will receive a dispatch notification in your email containing a link to your tracking number. Following the tracking link to track its location: http://www.nzpost.co.nz/tools/tracking. For any assistance please contact us.
Airmail parcels cannot be tracked. Please allow delivery time specified on our shipping information page. For any assistance please contact us.
Q: What happens if my parcel doesn't arrive?
A: NZ Orders: We aim for next-working day delivery of your order placed before 1 pm. If you are rural please allow an extra day. You can track your parcels via the link provided in your dispatch notification email. if you have not received your parcel within the target timeframe or you have concerns on the whereabouts of your parcel please contact us.
Missing parcels: We will resend missing parcels only after the courier service provider has confirmed its missing. We will resend as a 'signature required' parcel. All parcels that have been delivered after a resend can be returned to sender postage-free or can be kept if paid for. Please contact us for any assistance you may require.
International Courier delivery time frame is 3-8 working days, please track your order using the details provided in your dispatch notification email and contact us via email if you have any problems.
Missing parcels: We will resend missing parcels only after the courier service provider has confirmed its missing. All parcels that have been delivered after a resend can be returned to sender postage-free or can be kept if paid for. Please contact us for any assistance you may require.
International orders: Airmail delivery timeframes are 5 - 15 working days after dispatch. If you have not received your parcel in this time, please notify us via email and we can then launch an investigation with NZ Post for you. The investigation can only be launched once 3 weeks have passed since dispatch. Once an investigation is underway, NZ Post will work with your country's postal service and attempt to locate your missing parcel. If for some reason they are unable to locate your parcel they will send a letter of "declaration of non-receipt" to the same address. This is to validate the delivery address and to also confirm in writing that you have not received your parcel. Please note: Compensation for your missing parcel in the form of a resend or a refund can only be received once NZ Post receives your signed declaration of non-receipt. We will work closely with you and the postal services until the investigation is complete.
Q: The tracking is showing my parcel is delivered but I have not received it, what do I do?
A: Please contact our customer service team. Alternatively, you can contact Courier-Post on 0800 268 743 to open an investigation or visit their website to query the delivery online - www.courierpost.co.nz. We do find this is resolved faster if you contact Courier-Post directly but we are happy to do so on your behalf.
Q: The courier link says attempted delivery, what do I do now?
A: Please follow the instructions on the CourierPost link to arrange a redelivery or redirection. Alternatively, you can call CourierPost on 0800 268 743 and speak to customer services. They can help redirect your order.
Q: Do you offer Saturday Delivery?
A: Unfortunately no. Orders are only delivered Monday to Friday
Q: Do you charge extra for rural delivery?
A: No we do not charge extra for rural delivery. It is the same delivery fee as standard orders. You may have to allow an extra day for delivery.
Q: I am ordering from overseas. What should I know about Customs and import regulations?
A: Customs and import regulations vary from country to country. It is important for you to understand them. Some of the products we sell on this website are prohibited for importation into certain countries. If we are aware of any particular import restrictions, we will make note of this on the product detail page. Please understand that it is not possible for us to be aware of all of the regulations specific to any given country.
It's entirely your responsibility to ensure that any goods which you order are not prohibited or restricted within your delivery country. VitaHealth will not accept any liability for the refund/replacement of any goods or any costs relating to or arising from, the importation or confiscation of any goods by your countries Customs Office or other government bodies. Likewise, any import duty or tax payable on your order is not our responsibility and is beyond our control. If an order is returned to us by your countries import authorities in resalable condition, we'll refund you the value of the order less any postage costs incurred to us. We cannot provide a refund until we've received the products back. We don't provide refunds on parcels that are detained or confiscated at your countries customs due to containing items which are prohibited.
All overseas parcels must include a consignment note representing the full and correct value of the contents in the parcel. Parcel sent with courier mail must also contain a true copy of the order invoice.
We accept no liability for any goods lost in transit outside of New Zealand but will do our utmost by investigating any lost parcels.
We've been sending goods all over the world for many years and have had very few problems which have given our customers a great level of confidence and accessibility to great products generally not available in other countries
We recommend you contact your local Customs Office for further information on import regulations in your country.
–––– Problems With Your Order
Q: I want to return an item. How do I go about it?
A: Sometimes we purchase products and then decide later that it's not what we wanted. Here at VitaHealth we give you the opportunity to return product/s that are in re-saleable condition. This means unopened and undamaged. You can return it within 30 days of receipt for a full refund.
Please wrap your returned product well and return them to us with your order number as a reference to the address below. Please note products that have been damaged in transit back to us will not be refunded.
VITA HEALTH LIMITED
PO Box 18771
New Brighton
Christchurch 8061
New Zealand
Once we have received, a refund will be issued within 10 days and an email confirmation will be sent. Refunds will be issued in the original form of payment.
Once we have received, a refund will be issued within 10 days and an email confirmation will be sent. Refunds will be issued in the original form of payment.
Q: Can I get a refund?
A: Yes. Refunds can only be made using the same payment method used when ordering.
If you have paid with non-cash payment options for your product, ie. Reward Points, Gift voucher or Store Credit, the component of these non-cash payments will be refunded to your Store Credit with us. This credit will be available for you at the check-out on your next order
Q: The product I received is damaged,leaking or faulty. What do I do?
A: Please contact our friendly Customer Service Team with details of your experience with the damaged, faulty or leaking items. Please be assured that any problems will be addressed in a friendly and efficient manner. Your satisfaction is extremely important to us.
If an item is required back for inspection, a pre-paid courier bag will be sent to you for its retrieval. In order for us to organise a replacement or compensation item(s) and packaging must be retained for inspection. You may email us with photos clearly showing the damaged item(s) or take them to your local post office for inspection.
International orders: We are unable to provide a retrieval bag for items sent overseas. Please contact us with the product's photos, batch number and expiry date for compensation.
We will compensate you for goods damaged in transit. In order to compensate you, both the damaged item(s) and packaging must be taken for inspection at the closest Post Office near you within 7 days. You will be issued a "Damage report" by the post office. Please notify us of the situation by email, along with photos clearly showing the damaged item(s) and its packaging and a scan of the damage report you’ve been given.
Q: My order hasn't arrived, what should I do now?
A: NZ Orders: We aim for next-working day delivery of your order placed before 1 pm. If you are rural please allow an extra day. You can track your parcels via the link provided in your dispatch notification email. if you have not received your parcel within the target timeframe or you have concerns on the whereabouts of your parcel please contact us and we will investigate the situation with NZ Post.
International Courier delivery time frame 3-8 working days, please track your order using the details provided in your dispatch notification email and contact us via email if you have any problems and we will investigate the situation with NZ Post.
International orders: Airmail delivery timeframes are 5 - 15 working days after dispatch. If you have not received your parcel in this time, please notify us via email and we can then launch an investigation with NZ Post for you. The investigation can only be launched once 3 weeks have passed since dispatch. Once an investigation is underway, NZ Post will work with your country's postal service and attempt to locate your missing parcel. If for some reason they are unable to locate your parcel they will send a letter of 'declaration of non-receipt' to the same address. This is to validate the delivery address and to also confirm in writing that you have not received your parcel. Please note: Compensation for your missing parcel in the form of a resend or a refund can only be received once NZ Post receives your signed declaration of non-receipt. We will work closely with you and the postal services until the investigation is complete.