Frequently Asked Questions
Q. Can I place my order on phone? Why not?
A. Unfortunately, we are not equipped to take phone orders. We encourage you to use our state of the art online secure ordering system. Our 128 bit SSL ensures that all your data is transmitted and verified with the utmost care and security. You can also place your order any time day or night and do not have to wait for working hours to do so as an added benefit.
Q. What if I have no other way of ordering?
A. You can place orders via email and payments via checks can be made. The ship time for these orders is long since the orders do not ship till the checks have cleared which can take up to 2 weeks or longer. Also, there is a minimum order limit of $1000 for such orders.
Q. Where is my item it should have been here by now. Where is the tracking information?
A. We are online retailers carrying over 5000+ products. Not all items ordered are in stock at all times. Also, some items may be shipping from a different warehouse within Canada which involves varies processing times. Sometimes the items you have ordered are back ordered in which case you will be informed immediately via email.
Please do review our delivery and lead time policies
Q. How come I got only part of my order, where is the other half?
A. When multiple items have been ordered there is a possibility that all items will not ship together since they might be shipping from different locations. When partial shipments are made the shipping notification email sent with tracking will include this information. Please refer to shipping notification emails received to clarify.
Q. Where is your retail location?
A. We currently do not have any retail locations available in Canada and all our products are available for online purchases at www.VitalWares.ca anytime of day or night, from the comfort of your home or office.
Q. Is there a number I can use to call you?
A. Of cource there is and it is toll free for your convenience. We are here to serve you and ensure that your questions are answered to your satisfaction. If we have not managed to answer your queries with these FAQs please call or email us and we will be happy to help.
Toll free number: 1.888.958.4825 during 9:00 AM - 5:00 PM Monday to Friday
Email: webshop@vitalwares.ca
All voice mails are answered within 24 hours. Please do leave us a voice mail in case we are unable to attend your call and we will call you back. If you indicate a good time to call in your message we will attempt to call you back when it is convenient for you.
Q. Where does the product ship from?
A. We ship items from various locations all over Canada to anywhere and everywhere in Canada.
Q. Do you price match?
A. Yes. We'll match any Canadian online competitor's non-sale advertised price for identical merchandise offered. We reserve the right to verify that the competitor is an authorized dealer located in Canada, that the advertisement is correct, and that the merchandise is identical (same brand, manufacturer and model name/number), and is in-stock. The competitor's offer must be in effect at the time of the Price Match request and the advertisement must pertain to the same geographic area. We cannot price match for in-store pricing and US business pricing online or in store.
Q. Do you carry Brabantia spare or replacement parts?
A. We don't unfortunately. We are retailers of the Brabantia range of products and do not carry any spare or replacement parts. You can contact them at the following for the same:
Toll free number: 1 866 837 9995 ( For USA customers only)
Direct: +1 201 837 9995
Email: info.usa@brabantia.com They should be able to assist you. We hope this helps!
Q. Can I return it if I do not like it or I have changed my mind on receiving the order?
A. Is the item you received not what you expected? Did it not fit as well as you hoped in your space or match your decor? Whatever the reason, you won't be stuck with an item you cannot use or that you do not want. We are proud to offer one of the best return policies in the online business. You may return your purchase for any reason within 30 days of receipt for an exchange or a refund of the purchase price excluding our shipping and handling costs. Any upgraded shipping costs will not be refunded. Some of our products are offered with free shipping, so please be aware that if you return one of these products our actual outbound shipping costs will be deducted from your return refund. In addition some of our items carry a restocking fee which will be deducted from your refund should you wish to make a return.
Please keep in mind that once an order has shipped, it cannot be cancelled. If you refuse an order, it will then fall under our standard return policy, where round trip shipping costs will be deducted from your refund.
All returned products must be in original condition and packaging; otherwise, additional charges may be applied. Unfortunately, we cannot take returns of products that have been assembled or modified.
Please also refer to our Returns & Exchanges section on the policy page.
Q. Why does it cost so much to ship?
A. Shipping in Canada is costlier than the USA. If the shipping quote seems completely wrong please email us with details and we will investigate it immediately. There might be server / setup issues causing the error in shipping. We aim to provide the most competitive rates to our customers and offer free shipping for all orders over $250 to anywhere in Canada.
