Shipping & Returns
General Terms & Policy
VitalGrace Wellness Co. reserves the right to update these rules when necessary. Any updated version will be published on www.vitalgracewellnessco.com and will take effect immediately. If you do not accept this policy, you must discontinue use of the services provided by VitalGrace Wellness Co. By using the services provided by VitalGrace Wellness Co., all buyers are deemed to accept these rules. In the event of any conflict, VitalGrace Wellness Co.'s policy shall prevail.
For after-sales issues, buyers must submit a return and refund request within 25 days of the delivery date. If a return and refund request is submitted after this period, VitalGrace Wellness Co. reserves the right not to provide after-sales service.
Before an order is shipped, the buyer may request cancellation by contacting VitalGrace Wellness Co. through Contact Us.
If VitalGrace Wellness Co. cannot fulfill a buyer's order within the stated order-processing period, including but not limited to circumstances involving out-of-stock items or other conditions, VitalGrace Wellness Co. reserves the right to cancel and refund the order.
If a buyer receives goods that are damaged or broken and submits a refund request with compelling evidence, and the goods must be returned, VitalGrace Wellness Co. will provide a prepaid return label within three business days. VitalGrace Wellness Co. will issue the refund once the return is shown as in transit on the carrier's tracking website using the provided prepaid return label.
VitalGrace Wellness Co. does not accept after-sales requests for non-defective remorse returns and reserves the right to accept or reject such requests. VitalGrace Wellness Co. will act in accordance with this policy in these circumstances.
If VitalGrace Wellness Co. accepts an after-sales request for a non-defective remorse return and deducts a restocking and repacking fee, the total fee deducted will not exceed 35% of the total order price.
VitalGrace Wellness Co. is not required to provide a warranty. Any warranty, if offered, and the manner in which it is handled will be determined by VitalGrace Wellness Co.
VitalGrace Wellness Co. will process refunds and redeliveries in accordance with this policy and any agreement between VitalGrace Wellness Co. and the buyer. Refunds will be processed within no more than three business days, and redelivery will begin within no more than five business days, where applicable.
Once a buyer submits an after-sales request, the buyer must provide the evidence described below to VitalGrace Wellness Co. If the buyer cannot provide compelling evidence within the applicable after-sales period, VitalGrace Wellness Co. reserves the right to reject the return and refund request.
Whether evidence is compelling will be determined by VitalGrace Wellness Co. based on the circumstances of each case.
1. Refund Request Timing
The buyer may apply for a full refund for an order that has not shipped within the stated processing time, subject to the estimated processing time displayed on the order page.
For Unshipped Orders
If a return and refund request is made after the stated processing time, VitalGrace Wellness Co. will refund the order.
If a return and refund request is made within the stated processing time, VitalGrace Wellness Co. has three business days after the buyer submits the request to process it. If VitalGrace Wellness Co. fails to accept or reject the refund request within three business days, VitalGrace Wellness Co. will refund the order.
Please note: Although the order may still be within the stated processing time, any refund request must be processed within the time listed above.
For Shipped Orders
If a return and refund request is made after the order has shipped, VitalGrace Wellness Co. has 10 business days after the buyer submits the request to process it. If VitalGrace Wellness Co. fails to accept or reject the refund request within 10 business days, VitalGrace Wellness Co. will refund the order.
2. Goods Returned in Transit
If a package is returned to VitalGrace Wellness Co. during transit for any reason and the buyer requests a refund, VitalGrace Wellness Co. will issue the refund within three business days of the refund request. If the buyer requests redelivery in the same circumstances, VitalGrace Wellness Co. will begin redelivery within five business days of the request date.
3. Goods Destroyed in Transit
If a package or its goods are destroyed in transit and the buyer provides proof from the carrier's tracking website, such as a screenshot showing that the order was destroyed, VitalGrace Wellness Co. will refund the order within three business days of the buyer's refund request or begin redelivery within five business days of the request. The following evidence must be provided when submitting this type of request:
Photos or videos of the damaged item that clearly demonstrate the damage. If photos do not clearly demonstrate the damage, please upload a video.
A screenshot of the email or dispute received, including the sender's name, date, and content. For example, this may include a customer complaint submitted through a PayPal dispute, another payment gateway, email, or similar method.
The products must be returned to VitalGrace Wellness Co. if requested by our Dispute Team.
Except as otherwise provided in the important interpretations below, VitalGrace Wellness Co. may issue a refund, resend an item, or accept a return in any of the following cases.
3.1 Orders Delayed
An order may be considered delayed when tracking information is unavailable, the shipment remains in transit or pending, or the shipment has not been delivered within 60 days after it departed from a VitalGrace Wellness Co. warehouse. Time frames may differ by country and shipping method:
For orders shipped to the United States, an order may be considered delayed 45 days after it departed from a VitalGrace Wellness Co. warehouse.
For Brazil, an order may be considered delayed 110 days after it departed from a VitalGrace Wellness Co. warehouse because of strict customs-clearance procedures.
For VitalGrace Wellness Co. Packet Liquid Line shipments to all countries, VitalGrace Wellness Co. will address delayed-order disputes after 100 days from the date the order departed from a VitalGrace Wellness Co. warehouse.
For certain special shipping methods, VitalGrace Wellness Co. may be unable to address disputes. See the important interpretations below.
Notes:
Sometimes, an order arrives at the buyer's nearest post office and remains pending because of an insufficient address, an unclaimed package, an invalid street number, or similar circumstances. Buyers should contact or visit the local post office to arrange delivery or pickup.
Because of local conditions, phone-number requirements, and religious considerations in Israel, packages may normally be delivered to self-pickup lockers, which can result in delayed pickup. Buyers should contact or visit the local post office to arrange delivery or pickup.
Sometimes, local tracking information may show that a package was delivered, but the end customer claims it was not received. In these cases, VitalGrace Wellness Co. will make reasonable efforts to verify the circumstances. This process may take one to two months, and a favorable outcome cannot be guaranteed.
3.2 Orders Not Received
VitalGrace Wellness Co. will not issue a refund or resend an item if tracking information shows that the order was delivered.
If buyers do not receive a package, a non-delivery certification issued by the local post office and bearing an official seal is required.
If the tracking information displays an alert, possible reasons include:
Incorrect or insufficient address
No such number
Unknown recipient
Refused delivery
Failure to pick up the package on time
No safe delivery location
Uncleared customs
Other reasons
Notes:
The local carrier may attempt delivery one to three times, depending on the circumstances. If the package remains unclaimed during the delivery period, it may be returned to the local post office for storage for three to seven days. Buyers must pick up the package during that time. Otherwise, the product may be returned to the sender or the logistics company. During return transit, VitalGrace Wellness Co. is not responsible for products that are lost.
If the logistics company provides return service to the United States, VitalGrace Wellness Co. will place the products in the buyer's private inventory and will not issue a refund when the returned items are received.
VitalGrace Wellness Co. cannot offer a refund or resend an item if the buyer does not address undelivered orders or packages destroyed by logistics companies.
3.3 Products Damaged
VitalGrace Wellness Co. offers a full refund or replacement if a package arrives severely damaged.
VitalGrace Wellness Co. offers a partial refund or replacement if a package arrives partially damaged, excluding minor issues such as loose threads, slight wrinkling, or small scratches.
Notes:
For fragile products, a refund is strongly recommended.
For damaged packing boxes, VitalGrace Wellness Co. cannot offer refunds or other after-sales services because of the nature of long-distance international delivery.
For ordinary electronic products, buyers must submit a complaint or open a dispute within 30 days after delivery.
For service products, VitalGrace Wellness Co. will refund the product cost based on the product's U.S. market price. Otherwise, VitalGrace Wellness Co. accepts no responsibility for such products.
3.4 Incorrect or Missing Products
VitalGrace Wellness Co. maintains a strict quality-control process before products are dispatched. VitalGrace Wellness Co. will address incorrect or missing products as follows:
For incorrect products, VitalGrace Wellness Co. offers a full refund or replacement.
For products with an incorrect color or size that does not affect product function, VitalGrace Wellness Co. offers a refund or reshipment if the buyer provides a screenshot of the complaint, including the name, content, and date.
For missing parts that do not affect product function, VitalGrace Wellness Co. may issue a partial refund or resend the missing part. For missing parts that affect product function, VitalGrace Wellness Co. will resend the product only.
For missing accessories, VitalGrace Wellness Co. will resend the accessories.
Note: For size-related issues, please measure the product using the correct measurement method and provide a photo of the measurement. This will help our Dispute Team address the dispute more quickly.
4. Incorrect Recipient Information
If the buyer enters incorrect recipient information on an order, the buyer should contact us through Contact Us to request that the order be updated with the correct information.
Please note that correcting recipient information or canceling an order is not guaranteed. If the order has already shipped, the buyer is responsible for contacting the logistics company with the correct information.
If the goods have been delivered to the wrong recipient, the buyer may attempt to return the products at the buyer's own expense. If the goods are returned in good condition, VitalGrace Wellness Co. will refund the order within three business days of receiving the goods, upon the buyer's refund request, or begin redelivery within five business days of receiving the goods. The buyer is responsible for any additional redelivery fee.
If the order cannot be corrected or returned, the buyer will bear the resulting losses.
5. Defective Products
Package Breakage, Significant Differences From Description, Missing or Incorrect Goods, or Quality Problems
If the buyer identifies a problem upon receipt, including a damaged package, a significant difference from the product description, missing or incorrect goods, or another quality issue, the buyer must submit a refund or redelivery request with valid proof. Valid proof includes photos or videos of the goods received that clearly show the problem. After the buyer files a request with VitalGrace Wellness Co., VitalGrace Wellness Co. will review the proof and respond within three business days.
If the proof reviewed by VitalGrace Wellness Co. does not clearly show the problem, the proof is invalid, and VitalGrace Wellness Co. reserves the right to reject the buyer's refund request.
If the buyer's proof clearly shows a problem and is approved by VitalGrace Wellness Co., proof review will take no more than three business days. If the goods must be returned for a refund, VitalGrace Wellness Co. will provide the buyer with a prepaid return label within three business days of proof approval and will refund the order within three business days after the return is shown as in transit on the carrier's tracking website using the tracking number provided by the buyer. If the goods do not need to be returned, VitalGrace Wellness Co. will refund the order within three business days of the refund request.
If the proof is valid and the buyer requests redelivery, VitalGrace Wellness Co. will begin redelivery within five business days of proof approval. VitalGrace Wellness Co. reserves the right to refund an order if replacement products are out of stock. Buyers may also reorder products when they are restocked.
5.1 Incorrect or Missing Products
VitalGrace Wellness Co. maintains a strict quality-control process before products are dispatched. VitalGrace Wellness Co. will address incorrect or missing products as follows:
For incorrect products, VitalGrace Wellness Co. offers a full refund or replacement.
For products with an incorrect color or size that does not affect product function, VitalGrace Wellness Co. offers a refund or reshipment if the buyer provides a screenshot of the buyer's complaint, including the name, content, and date.
For missing parts that do not affect product function, VitalGrace Wellness Co. may issue a partial refund or resend the missing part. For missing parts that affect product function, VitalGrace Wellness Co. will resend the product only.
For missing accessories, VitalGrace Wellness Co. will resend the accessories.
Note: For size-related issues, please measure the product using the correct measurement method and provide a photo of the measurement. This will help our Dispute Team address the dispute more quickly.
5.2 Service Products
The following interpretation applies to service products:
For disputes arising from damaged products or shipping delays, VitalGrace Wellness Co. may not refund the product cost.
For disputes arising from poor quality, VitalGrace Wellness Co. may not accept the dispute because VitalGrace Wellness Co. is not the supplier.
For service products that have not undergone a VitalGrace Wellness Co. quality-control inspection, VitalGrace Wellness Co. may not accept disputes.
6. Logistics Issues
6.1 Invalid Tracking Information
If VitalGrace Wellness Co. verifies that a tracking number is incorrect and fails to provide the correct tracking number within four business days, VitalGrace Wellness Co. will refund the order.
6.2 Untimely Tracking Updates
If tracking information does not update for more than seven business days after the shipping label is created and displayed on a carrier's tracking website, and the buyer requests a refund, VitalGrace Wellness Co. will refund the order within three business days of the buyer's request.
Note: This clause does not apply during special periods or circumstances, including holidays, COVID-19-related disruptions, abnormal weather, or other abnormal situations.
6.3 Excessive Shipping Time
If the transit time exceeds the estimated delivery time by 10 days or more and VitalGrace Wellness Co. cannot provide valid, updated tracking information, the buyer may request a refund. VitalGrace Wellness Co. will refund the order within three business days of the buyer's request.
Note: This clause does not apply during special periods or circumstances, including holidays, COVID-19-related disruptions, abnormal weather, or other abnormal situations.
6.4 Shipping Method Limitations
Some shipping methods are not trackable when orders arrive in certain countries, states, or cities. VitalGrace Wellness Co. identifies those shipping methods in advance and will not accept disputes when buyers select those shipping methods for shipments to the affected locations. These methods include PostNL, Electric PostNL, Packet Eub, Packet Postal Route, Packet Postal, and Packet Railway Economy.
Note: Certain shipping methods may incur additional charges for remote addresses.
6.5 Force Majeure
VitalGrace Wellness Co. accepts no responsibility for product damage or shipping delays caused by acts of God or other events beyond its reasonable control, including, but not limited to, epidemics, international events, strikes, war, earthquakes, floods, viruses, storms, heavy snow, or customs inspections. However, VitalGrace Wellness Co. will notify buyers by email at vitalgracewellnessco@gmail.com.
6.6 Destination Limitations
Due to limitations in international transportation, VitalGrace Wellness Co. will not accept disputes when orders are shipped to the following countries and territories:
Brunei, Cambodia, Laos, Vietnam, Andorra, Guernsey, Gibraltar, Greenland, the Canary Islands, Iceland, Jersey, Liechtenstein, Monaco, San Marino, Vatican City, Bahrain, Kuwait, Afghanistan, Antigua, Anguilla, Albania, Armenia, Angola, Argentina, American Samoa, Aruba, Azerbaijan, Bosnia and Herzegovina, Barbados, Bangladesh, Burkina Faso, Burundi, Benin, Bermuda, Bolivia, the Bahamas, Bhutan, Botswana, Belarus, Belize, the Democratic Republic of the Congo, the Central African Republic, the Republic of the Congo, Côte d'Ivoire, the Cook Islands, Cameroon, Costa Rica, Cuba, Cape Verde, Djibouti, Dominica, the Dominican Republic, Algeria, Ecuador, Eritrea, Ethiopia, Fiji, the Falkland Islands, Micronesia, the Faroe Islands, Gabon, Grenada, Georgia, French Guiana, Ghana, the Gambia, Guinea, Guadeloupe, Equatorial Guinea, Guatemala, Guam, Guinea-Bissau, Guyana, Honduras, Haiti, Iraq, Iran, Jamaica, Jordan, Kenya, Kyrgyzstan, Kiribati, Comoros, Saint Kitts, North Korea, Kosovo, the Cayman Islands, Kazakhstan, Lebanon, Saint Lucia, Sri Lanka, Liberia, Lesotho, Libya, Morocco, Moldova, Montenegro, Madagascar, the Marshall Islands, the Republic of North Macedonia, Mali, Myanmar, Mongolia, Saipan, Martinique, Mauritania, Montserrat, Mauritius, the Maldives, Malawi, Mozambique, Namibia, New Caledonia, Niger, Nigeria, Nicaragua, Nepal, Nauru, Niue, Oman, Panama, Peru, Tahiti, Papua New Guinea, Pakistan, Palau, Paraguay, Qatar, Réunion, Romania, Serbia, Rwanda, the Solomon Islands, Seychelles, Sudan, St. Helena, Sierra Leone, Senegal, Somalia, Suriname, the Republic of South Sudan, São Tomé and Príncipe, El Salvador, Syria, Eswatini, the Turks and Caicos Islands, Chad, Togo, Tajikistan, Timor-Leste, Turkmenistan, Tunisia, Tonga, Trinidad and Tobago, Tuvalu, Tanzania, Ukraine, Uganda, Uruguay, Uzbekistan, Saint Vincent Island, Venezuela, the British Virgin Islands, the United States Virgin Islands, Vanuatu, Samoa, Bernel, Curaçao, Saint Eustatius, Saint Martin, Nevis, Somaliland, Saint Bafulimi, Yemen, Mayotte Island, Zambia, and Zimbabwe.
7. Other
During holidays, COVID-19-related disruptions, abnormal weather, or other abnormal situations, buyers should contact us at vitalgracewellnessco@gmail.com.
VitalGrace Wellness Co. will use reasonable efforts to assist buyers in these special circumstances in a timely manner. After notifying VitalGrace Wellness Co., buyers should expect a decision regarding these issues within no more than two weeks.
VitalGrace Wellness Co. accepts no responsibility for product damage or shipping delays caused by acts of God or other events beyond its reasonable control, including, but not limited to, epidemics, international events, strikes, war, earthquakes, floods, viruses, storms, heavy snow, or customs inspections. However, VitalGrace Wellness Co. will notify buyers by email at vitalgracewellnessco@gmail.com.
7.1 Returns
Products may be returned only to VitalGrace Wellness Co.'s U.S. warehouses. However, we do not recommend returning products to our warehouses because international shipping costs may be high, return transit may take at least three months, many return shipments may be lost, and returned products may be damaged in transit.
If you wish to return products, please email VitalGrace Wellness Co. A representative will respond within one to five business days.
Please return products within 10 days after receiving them and after speaking with a VitalGrace Wellness Co. representative.
7.2 Order Cancellations
For order cancellations, VitalGrace Wellness Co. offers a full refund before products are processed by the warehouse.
After payment, print-on-demand (POD) orders cannot be canceled because they are customized.
After payment, pre-order inventory orders cannot be canceled because they are special products reserved for the buyer.
After payment, video and photo orders cannot be canceled because VitalGrace Wellness Co. begins planning and preparation after payment.
7.3 Deadline for Opening a Dispute
You cannot open a dispute if the order status is closed. A dispute cannot be resolved when tracking information from a third party cannot be verified.
7.4 Unacceptable Disputes
VitalGrace Wellness Co. will not accept unreasonable disputes, including, but not limited to:
The buyer does not like the product.
The product description is not accurate.
The product has an unusual smell.
The buyer ordered the wrong item or SKU.
The shipping address was provided incorrectly.
A product difference was disclosed or agreed upon in advance.
Tracking information was deleted by logistics companies or local post offices.
In some cases, packages are returned, discarded, or detained because the consignee failed to comply with customs-clearance requirements under the foreign-trade policies of certain countries.
8. Attention
If buyers are dissatisfied with the resolution of an after-sales issue, they should open a dispute with VitalGrace Wellness Co. so that we can help address the issue.
