Shipping policy
This document governs the Shipping Policy of the www.vitalizelabs.com website effective April 27, 2023.
BETWEEN:
VITALIZE LABS
AND
The natural or legal person making the visit and/or purchase of products or services of the Company (the «Buyer» or the «Customer»).
DELIVERY INFORMATION REGARDING COVID-19
You can always order your VITALIZE LABS products online and we are always able to deliver your orders (free of charge). However, please allow for longer delivery times.
For more information on refunds, please see our refund policy.
DELIVERY INFORMATION
You are responsible for the correct entry of the delivery address; VITALIZE LABS is not responsible for packages that were delivered to an incorrect address (which was given to VITALIZE LABS before shipping). In cases where we need additional information regarding a delivery address, you may be asked by VITALIZE LABS to provide it. A delay in delivery may occur if additional delivery address information is required.
PROCESSING TIME
All orders are subject to a separate processing time, with the exception of the time it takes for a shipment to reach its destination once it has been removed from our processing centre by the carrier. The processing time of your order can vary from 2 to 7 days because we manufacture them by hand in our workshop and the shipping time of orders is 2 to 5 days (working).
As soon as your order is shipped, you will receive an email with tracking information. The delivery time as indicated is presented in working days, which means that weekends and holidays should not be taken into account.
SHIPPING COSTS
At the time of your order you can choose a delivery method (standard or express) and select the corresponding cost of shipping costs that will be added to the price of your order.
Attention: for orders shipped to an address outside the European Union, these may be subject to import duties and taxes, which are levied when the order arrives at the delivery address indicated. You will be responsible for paying such import duties and taxes.
DELIVERY TIMES
Standard delivery
GCC: 2 to 3 working days
Europe: 3 to 5 working days
Other countries: 5 to 9 working days
The delivery time depends on the country as well as the location. An order shipped to a rural area may take longer than an order that ships to a large metropolitan area (which is near a UPS airport platform). The expected delivery time in working days, as mentioned in the product advertisement, differs depending on the country of delivery. In the tracking information you receive as soon as the package leaves our workshop, a delivery time is indicated.
SHIPPING COUNTRY
We have the possibility to deliver to GCC, Europe and other countries.
DELAYED DELIVERY
VITALIZE LABS will use reasonable efforts to deliver the order within the expected delivery time to the delivery address. If delivery is delayed, or if the order cannot be honoured (or can only be partially honoured), you will be notified as soon as possible after the order is placed. In this case, you have the right to terminate the contract free of charge.
The risk of damage and/or loss of products shall remain with VITALIZE LABS until delivery to the delivery address, unless expressly agreed otherwise.
UPON RECEIPT OF PRODUCT(S)
If you receive a product that you have not ordered, you must inform VITALIZE LABS as soon as possible by e-mail to hello@vitalizelabs.com. You will take care of the return of the concerned product or products after receiving from VITALIZE LABS instructions concerning the return. We will bear the costs of such return and will subsequently arrange for the shipment of the correct product, provided that you have complied with our return instructions.
If you receive a damaged or incomplete product, you must inform customer service as soon as possible (within 24 hours of receipt of the order) by email to hello@vitalizelabs.com. After that, we will decide how to handle the current case. In the above mentioned situation or situations, you must always inform us and wait for the instructions of the customer service.
If in these situations, you return a product at your own expense without first contacting and waiting for customer service instructions, you cannot claim the fees you have incurred from VITALIZE LABS (nor hold us responsible for the removal that took place without our prior consent). If the order that is being shipped or that was shipped to you by VITALIZE LABS disappears or has disappeared, or if you claim that you have not received the order (despite information such as management and tracking data/carrier information to the contrary), the carrier’s complaint procedure will be launched and the outcome of this procedure will be expected before the implementation of any refund or redirection. You will have to fully cooperate with the carrier’s complaint procedure.
If a shipment disappears as a result of a carrier error (and after the carrier’s claim procedure is completed), we will refund you or try to send you the ordered product again. If the order has still not been delivered to your delivery address (or collection point) 14 days after the shipping date, you have the obligation to inform our customer service by e-mail to hello@vitalizelabs.com within 14 days (include within 28 days after the shipping date).
OUT OF STOCK ITEMS
If your order includes several items and one (or more) of these items are out of stock: we will ship the rest of your order, refunding you according to your original method of payment for items not in stock. Please note that it is possible to receive several packages for the same order if it consists of several items.