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Frequently Asked Questions

Customer Service

Q: How do I contact your Customer Service Department?
A: You can contact our Customer Service Department at 469-513-8787. Monday through Friday, 10 AM to 3 PM ET or send us an e-mail.

Q: I used to shop on Vitalicious.com. What is this new site?
A: We transferred all of our e-commerce to The Health Food Store. Your order information has been transferred from the previous site. 

Q: What will happen to my current/open from Vitalicious.com? 
A: Any orders you have placed will be fulfilled as normal. If you have any questions, you can contact our Customer Service Department at 469-513-8787 Monday through Friday 10 AM to 3 PM ET or send us an e-mail.

Q: Is this new store associated with Vitalicious?
A: Yes! This is our new storefront for our Vitalicious products. 

Q: Will my Vitalicious.com email and password work on the new site?
A: For security reasons, we cannot transfer your password to the new site. You can set up a new account here. Please note, you do not need to set up an account to purchase on the new site.

Q: My order arrived damaged what can be done?
A: We ship our orders through UPS and there are rare occurrences where packages are mishandled. Please contact our Customer Service Department directly at 469-513-8787 or send us an e-mail.

Q: How can I buy your products?
A: You can purchase our products online through our website, via telephone at 469-513-8787, or you can purchase our products in select grocery stores throughout the United States. Please visit our Store Locator to find a store near you.

Q: How do I store my products?
A: Freeze your item immediately upon receipt. Please see package instructions for further details.

Q: Can I create my own Sampler Pack?
A: Yes, our website offers mix & match packs for VitaTops and Garden Lites. 

Q: Are you still making the Vita Egg Sandwiches, VitaPizza, VitaMuffin, and VitaMixes?
A: No. These products have all been discontinued.

Delivery

Q: Where do you ship?
A: We ship to the United States only excluding Hawaii and Alaska. We currently do not ship to Canada. 

Q: How much do you charge for shipping?

A: We charge a flat rate of $10.00 or $20.00, depending on the state you live. We offer free shipping on orders $45 and up. We often have special promotions we send exclusively to our email list, we encourage you to sign up for our newsletter to receive these offers. 

Q: How long will it take for my order to arrive?
A: Orders ship out Monday through Wednesday and will arrive in 2 or 3 days after leaving our facility. Due to our products being perishable, we do not ship orders Thursday through Sunday. Orders received during this time will ship the following Monday. Please visit our website to track your order.

Q: How do you ship orders?
A: We ship via UPS or FedEx, 2 or 3 day delivery.

Q: Do you ship to PO Boxes and APO addresses?
A: We only ship via UPS or FedEx, and they will not deliver to a PO Box or APO address. You must provide us with a physical address that UPS or FedEx can deliver to in order for us to ship your order.

Q: What countries do you ship to?
A: We only ship within the United States.

Q: Will I be notified when my order ships?
A: Yes, you will receive a tracking number via email.

Q: What can cause a delay with processing my order?
A: We do our best to fill every order in a timely manner. Should we have a question regarding your order we will contact you directly via phone or email. In the event there is inclement weather, a backordered item, a national holiday affecting shipping, or if inventory is being conducted, we will make an announcement on our website providing the latest information. We will ship your order as soon as we are able to.

Products

Q: How can I buy your products?
A: You can purchase our products online through our website, via telephone at 469-513-8787, or you can purchase our products in select grocery stores throughout the United States. Please visit our Store Locator to find a store near you.

Q: What aisle are your products sold in grocery stores?
A: Our products will be located in either the Natural, Gluten Free, Organic or Breakfast isle of the frozen section.

Q: How do I store my products?
A: Freeze your item immediately upon receipt. Please see package instructions for further details. 

Q: How many points are your products on the Weight Watchers point system?
A: Please consult with your program to check if our products meet your dietary needs based on the current system.

Q: Do your products contain milk?
A: Please refer to each product package or product page on our website for the most up-to-date nutrition information.

Q: What are Sugar Alcohols?
A: Sugar Alcohols are a low calorie natural sweetener.

Q: How do you recommend heating your products after I take them out of the freezer?
A: Please refer to each product package or product page on our website for heating instructions.

Q: How long will your products remain fresh?
A: Please refer to the use by dates written on the cellophane wrapper of the individual products.

Q: Is there a minimum I need to purchase?
A: There is no minimum amount that you need to purchase to have your order ship.

My Account

Q: Do I need to setup an account to place an order?
A: No, you do not need to Sign In to place and order. The My Account feature is optional and offers express checkout and detailed order history. However if you wish to have your address and order history stored, we strongly suggest you Sign In or create an account.

Q: I forgot my password, how can I retrieve it?
A: On the sign in screen, click forgot password. If you click on forgot password, you will receive a temporary password via e-mail that will allow you to sign in. Please allow a few minutes before you receive your temporary password. Be sure to check your Spam folder, if you do not receive your temporary password within a few minutes of clicking Forgot Password. Once you are signed in, you will see an option to change your password.

Q: How do I update my shipping address in My Account?
A: Log into the web site. On the Account page, you are able to add, edit or delete shipping addresses.

Q: How do I update my email address?
A: Please contact us, and we will update your email address.

Q: When I sign up for the email newsletter will I also be signed up for My Account?
A: No, the email newsletter only requires your email address. My Account requires additional personal information to make future purchases easy for you. You can view your order history, store your shipping and billing information for express checkout, personal information so that you do not have to re-enter it every time you check out, view your order status and UPS tracking information, and store multiple shipping and billing addresses. For your security, we do not store credit card information and will NOT share any personal information. Please review our privacy policy for more information. 

Payment Information

Q: How can I pay for my order?
A: You can pay for your order with a major credit card (Visa, MasterCard, Discover Card, American Express), or you can pay via PayPal. Additionally, you can pay with The Health Food Store gift certificates.

Q: When will I be charged after I place my order?
A: Once your order is placed we will apply an authorization to charge your card. The funds are captured when the order is ready to ship.

Q: How will the purchase show up on my credit card statement?
A: Once payment is captured on your credit card, you will see a charge from The Health Food Store, regardless of which products you purchased.

Q: Do you store my credit card or financial information? Is it safe to purchase online?
A: We do not store any payment information. Our store uses 255-bit encryption to protect your information when shopping on our web site. These policies and best practices make it extremely safe to shop at TheHealthFoodStore.com.

Coupons / Gift Certificates

Q: I have 2 coupons. How do I apply both of them to my order?
A: You can only use 1 coupon per order.

Q: Do you offer retail coupons?
A: Occasionally we do offer coupons that can be redeemed at retail stores that sell our products. You can check our Special Offers page to see if there are any active coupons. You can also sign up for our newsletter to receive exclusive news and special deals.

Q: How do you send coupons / gift certificates?
A: All coupon and gift certificates are sent electronically via e-mail. To receive exclusive coupons, simply sign up for our newsletter, and you will be notified via e-mail when the latest promotion is announced.

Q: I forgot to enter my coupon can I still apply the coupon to my order?
A: Please contact our customer service department at 469-513-8787 or send us an e-mail.

Q: Where do I enter my coupon code or gift card?
A: During checkout, you will see a box that says "Enter gift card or coupon code". Enter the code in the box and click the "Apply" button. Please note, only one coupon code will be accepted per order.

Return Policy

Q: What is your return policy?
A: Due to the perishable nature of our product we do not accept returns. In the event you are dissatisfied with your purchase, you must contact us within 30 days from receiving your order. We reserve the right to limit refunds and replacements, and we can only offer one replacement per consumer. You may read all of our policies here.

 

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