Shipping & Tracking

Q.Why isn’t my order status updated when I log into my account?

A.Please allow up to 5 business days for tracking to appear

Q.Tracking shows my label has been created, but no movement. Why is this?

A.Your shipping status may take 1-2 business day before any location updates appear. If your tracking does not update after 2 business days, please email our Resolution Team at: service@vitabaya.com and we will research the matter further.  

Q.My package shows as “Delivered” but I never received it. What should I do?

A.Based on your location and pre-set preferences with the delivery courier, your order may be delivered to your building doorman, concierge, mailroom, or even at times, a neighbor of whom may accept the package in your absence. Please be sure to check with these individuals first. If you still do not have your package 24 hours after the delivery has occurred, please contact our Resolution Team at :vitabaya@outlook.com and we will investigate the issue further.

Q.Do you offer same day delivery?

A.Unfortunately, we do not offer same day delivery.

Returns and Exchanges

Q.Can I add/remove products from my order?

A.Please email our team at:service@vitabaya.com for immediate assistance with your order.

Q.I am missing products from my order or product(s) in my order are damaged. What steps should I take? 

A.If any products are missing from your order or you received a product that is damaged, please reach out to support and retain all the original packaging. We request that you take photos/video of the interior and exterior of parcel for further investigation on our end. If damage is confirmed, we will refund your order amount.

Q.Can I place my order over the phone?

A.We do not accept phone orders.

Q.I noticed I entered the wrong address information and the package is now being returned to sender. What are the next steps to have my package re-shipped to me?

A.We are not responsible for this situation.

Q.My account was compromised and someone placed an order. What should I do?

A.Please email us immediately at:service@vitabaya.com.

Payments

Q.What payment methods do you accept?

A.For International orders, we accept Visa,Mastercard,American Express,Apple Pay.

Q.I got charged but didn’t receive an Order Confirmation email. What’s going on? 

A.If you attempt to submit an order with varying billing and shipping addresses, our systems will revert you back to the checkout screen. At this time, you may receive a “pre-authorization” charge by your financial institution, which will appear as a temporary “charge”, however, unless you receive an Order Confirmed prompt and email, your order was not accepted. The funds that are “charged” may take 1-5 business days to automatically refund back to your account. You can contact your financial institution to learn more.

Q.Why was my credit card charged multiple times?

A.This typically occurs when users attempt to refresh the checkout page as it is processing. Please contact us at: service@vitabaya.com if you do not see these duplicate charges removed from your account after 5 business days.