**New Shipping Update** We are excited to announce that as of December 15th 2016 all items are now shipped out of our Salt Lake City, Utah warehouse with faster, improved shipping times. Shipping times average 5-10 days once processed. International orders average 10-12 days once processed.
Customer Satisfaction FAQ’s
Q: Can I get a refund?
A: If any item arrives defective/damaged, or if you are unsatisfied with a product for any reason, you can return it within 15 days from delivery for a full refund. Please contact us at: [email protected] clarifying your refund request, and we will follow up.
Q: How secure is my personal information?
A: Vitality Extracts adheres to highest industry standards to protect your personal information. Your credit card information is encrypted using secure socket layer (SSL) technology, and is not subsequently stored after your order is completed.
Q: What is Vitality Extracts return policy?
A: If for any unforeseen reason you have an issue with an item, please contact us at: [email protected] and clarify your reason for return. At that point we will provide you with a return address, and process the refund once your order is received.
Q: Can I change or cancel my order?
A: If you wish to change or cancel your order, you may do so up until the time that your order has been processed. Once your order is processed, we no longer have the ability to make changes or to cancel the order.
Q: What is the average amount of time it takes to respond to a customer’s inquiry?
A: Customer satisfaction is our top priority, so we ensure all communications will be responded to within 48-72 business hours.
Shipment Information FAQ’s
Q: When will my order arrive?
A: Please allow 2-4 weeks from your order date for U.S. deliveries, and 30-60 days for all other countries.
Q: Is there a tracking number?
A: Tracking information availability is based on destination country and the products ordered, and most orders will have a tracking number generated within 3-5 business days. You may email us at: [email protected] for your tracking number.
Q: How do I check on my order?
A: Please email us at: [email protected] with your order number and we will reply with your order status within 48-72 hours.
Q: Why did only part of my order arrive?
A: Due to the high demand of our products, we ship them as soon as they are in stock. If you placed a multi-item order, you may receive multiple packages. Most packages arrive within 3-5 days of one another.
Q: How long is the processing timeline?
A: Orders are sent to our fulfillment center immediately after being placed, and are typically prepared for shipment within 3-5 business days.
Q: What shipping carriers do you use?
A: We contract with a number of shipping carriers, including: USPS, China Post, and Royal Mail.
Q: Do you deliver products Internationally?
A: Yes, we work with a number of global suppliers to provide the best quality products at the lowest possible price.
Q: I never received my order, what do I do now?
A: If you do not receive your order within 45 days, please contact us at: [email protected]. We will send you, upon request, an expedited replacement order or issue you a full refund with discount code for future purchase.
Product Quality Assurance FAQ’s
Q: What countries of origin do you source products from?
A: We strive to provide the best quality products at the lowest possible price, so we travel all over the globe to source our wide range of products.
Q: How do you decide what products to sell?
A: Before offering a product we do extensive quality control, including unscheduled on site visits, secret shopper test ordering, and endless sample testing.
Q: What is the delivery timeline for international orders?
A: Orders being delivered to countries outside of the U.S. Customs clearances add additional delivery time, so please allow up to 60 days for delivery. Many times orders deliver much sooner than 60 days
TROUBLESHOOT STEPS (DIFFUSER)
Use purified/filtered water
Water-soluble oils preferred, DO NOT use thick aroma oils
Use cotton swab and rubbing alcohol to clean mini plate
Expect a light, fine mist
May take 2-5 minutes to begin diffusing on first use
Pre-soak sponge and squeeze out excess liquid
Depending on diffuser model, multiple button settings.
If light comes on, but no mist... try soaking the filter in water and then squeezing it out. When too much oil is used the filter can easily clog, so soaking it in water to clean out the oils can help. A replacement filter can also be used, we sell those here in our store.