Shipping Policy

1. Processing Time
  • All orders are processed within 3-10 business days.
  • Business days considered for processing (Monday–Friday, excluding weekends and holidays).
  • Orders begin processing on the next business day after they are placed. The day an order is submitted is not counted as a business day.
2. Shipping Methods & Carriers
  • UPS® Ground 
  • UPS 2nd Day Air®
  • UPS Next Day Air®
  • UPS Next Day Air Saver®
  • USPS Priority Mail
  • Ground Advantage

Orders are shipped via UPS and USPS depending on the destination and shipping option selected at checkout.

  • Gel products are solely shipped with UPS. Dry products are shipped with UPS or USPS.
  • Gel products cannot be shipped to P.O. Box addresses. A physical residential address must be provided during checkout to prevent shipping delays.
3. Shipping Costs

Shipping costs are calculated at checkout based on the shipping method selected, distance, order weight, and time sensitivity, particularly for perishable items

  • Orders over $65 qualify for free standard shipping.
4. Domestic & International Shipping
  • Locations the company ships to (domestic only or international).
  • Additional costs, duties, and customs fees for international shipping.
  • Expected delays due to customs clearance.
5. Order Tracking
  • Once your shipping label has been generated, you will receive an email with your tracking number and an estimated shipping window. Please note that you will not be able to track your order until the shipping carrier has physically collected your package and it is moving within their network. Once collected, you can track your order using the link provided or by visiting the carrier’s website (UPS or USPS). If you do not receive tracking details within 11 business days, please contact support@holisticvitalis.com.
6. Address Accuracy & Order Changes
  • Please ensure the shipping address is correct. We are not responsible for delayed or missing shipments due to incorrect information.
  • If you discover that you have made a mistake with your order or delivery address after it has been submitted, please contact Customer Support as soon as possible by emailing support@holisticvitalis.com so that you can cancel and re-place your order as orders cannot be modified once they have been submitted.
7. Delivery Issues & Lost Packages

If your package is marked as delivered but not received, please: 

  1. Check with neighbors or household members.
  2. Contact the shipping carrier directly (UPS or USPS).
  3. If your package is lost, file a claim with the carrier and notify us at support@holisticvitalis.com. Holistic Vitalis is not responsible for lost or stolen packages but will assist in filing a claim.

 

Damaged Items Policy

All damage claims must be reported within 48 hours of the delivery timestamp provided by the shipping carrier. Claims reported outside of this window will not be eligible for resolution.

Reporting a Damaged Item

To report a damaged item, please contact us at support@holisticvitalis.com within 48 hours of delivery. Clear photos of the damaged item(s) are required to initiate the claims process. Reports submitted without photographic documentation will not be eligible for resolution.

Resolution Options

Upon receipt of your damage report and supporting images, the following options are available:

Option 1 — File a Carrier Claim (Recommended) Customers who file a claim directly on the UPS website will be eligible to receive a replacement order at no additional cost. Once your claim has been submitted, please provide us with your claim confirmation number so that we may follow up with UPS and process your replacement accordingly.

To file a claim, visit: ups.com and select "File a Claim."

Option 2 — Decline to File a Carrier Claim Customers who prefer not to file a carrier claim will receive a 30% discount code applicable toward a future purchase. Please note that a replacement order will not be issued under this option.

Reports Outside the 48-Hour Window Damage reports submitted after the 48-hour delivery window has passed are not eligible for a replacement, refund, or discount. We strongly encourage all customers to inspect their order upon delivery and report any concerns promptly.

8. Returns Due to Failed Delivery

If a package is returned due to an incorrect address, multiple failed delivery attempts, or refusal, the following policy will apply:

Please read this policy in full for a complete understanding.

9. Holiday & Peak Season Shipping Delays

If a package is returned due to an incorrect address, multiple failed delivery attempts, or refusal, the following policies will apply:

  • During Juneteenth, Fourth of July, Labor Day, Black Friday, Cyber Monday, and other peak seasons, shipping times may be delayed by 3-5 business days
10. Contact Information