Frequently Asked Questions
1. IS SHIPPING ALWAYS FREE?
Yes, we include the cost of shipping with all orders! Remember to take this into account when comparing prices. For more details on shipping costs, please contact us directly. We may also be able to ship to the countries and territories that we don’t list, but in that case you need to contact customer support so that we can check separately if shipping is possible and what the additional price is. Please note that since we ship from Asia our shipping times tend to be a bit longer than local shipments. See our Shipping Terms for more information. *) Yes, it’s for our customers. Because we are paying for it.2. DON’T YOU JUST USE DROPSHIPPING?
No, we don’t. Firstly, because few of the products we have are available on any market platforms. Secondly, when a supplement is available, quality is often substandard or counterfeit. So we don’t source products from Alibaba, AliExpress, Shopee, Taobao, Temu, Tmall, Lazada, Rakuten, eBay, etc.
We source and stock products by ourselves in our own warehouse. This also means we have in-depth sourcing skills of the Asian food supplements market gathered over many years. We know how to avoid the sourcing quality problems that are so typical in China.
We also both test products in our own lab and send in products to third party labs.
3. DO YOU ALSO DO B2B SOURCING?
Yes, we do. Most of our B2B sales is of our current products, but we sometimes source products for other companies.
4. WHY IS MY PRODUCT CART PAGE EMPTY?
The cart update page can be slow. This means when you press View Cart or Checkout, a new page opens saying “Your Cart Is Empty”. Just wait about 10 – 25 seconds on the page and your cart will update automatically with your chosen items. After this you can fill in your contact details and complete the purchase using various forms of payment, such as credit or debit.5. WHERE CAN I FIND MORE INFORMATION ON DIETARY SUPPLEMENTS?
We have a blog with the benefits and side-effects on various types of dietary supplements. There are various unaffiliated sources on the internet that tend to reliable, such as WebMD, Healthline, and Mayo Clinic.
6. WHY DOES THE FINAL PRICE SUDDENLY INCREASE? ANSWER: PREPAID VAT / TAXES
On July 1, 2021, new VAT taxes came into effect in the countries within the European Union for shipments from outside the EU. From no on, customers need to pay the VAT in advance for your country when ordering at VitaMondo if the order has a value below 150 €. The specific VAT rate depends on your country, but it is usually between 18% and 25%. The VAT that you pay for is directed to the customs of your country. If the order is above 150 €, your customs will decide the import tax and VAT upon arrival. Companies can order without VAT if they contact us before ordering. We also collect the sales- and state taxes for the USA, which are usually between 5% and 10%. Similarly we collect VAT / GST taxes in advance from customers in Great Britain, Australia, New Zealand, and Turkey.7. DO WE PROVIDE BUYER PROTECTION?
Yes, we do! Our Buyer Protection guarantees that you as a buyer can shop reliably at VitaMondo. Please see our Shipping Terms for more information. Shipping usually takes 10 to 24 days, but it can take longer. However, if the item you ordered does not arrive within 75 days from your order, we will refund you or send another item for free. Just inform us within 31 days after the 75 days has passed. You should also let us know if you received the wrong product and if product was damaged or had quality issues.8. WHAT IF I CANNOT REGISTER OR MAKE A PURCHASE?
We automatically block the IP addresses of hackers. In rare instances potential customers have been blocked for invalid reasons. Please contact us in case you cannot login after repeated attempts. It is common that customers used another email address when registering that the one they try to login in with. Please check which email address you used when registering or during your purchase. You can also complete your purchase at our sister site vitamondo.net. We have a many more products available at our sister site.9. HOW DO I SEARCH PRODUCTS?
You can search for products by entering the product name or keyword into the Search Bar at the top of any page. Try to enter a general description. The more keywords you use, the less products you will get in the results page. When you find a product you’re interested in, simply click the product name or the product image for more details.10. WHAT IF I WANT TO CANCEL OR RETURN AN ITEM?
Please see our Returns Policy. You may cancel an order up until the parcel has been shipped, which usually means before you have received a tracking number. (In rare instances a product may have been shipped, even if you are still waiting for the shipping message.) We do charge a small cancellation fee to cover the fees that the payment processors charge even on refunds. You can also return an item after it has been shipped to you, but in this case need to pay for the return shipment to us and needs to be unopened. Please contact us first in for returns to receive the address.11. WHICH TYPES OF PAYMENT DO YOU ACCEPT?
You can find more information on all the Payment Methods we accept. We offer a broad range of payment methods, such as direct payments by Credit Cards and Debit Cards such as Visa, MasterCard, Discover, American Express, and Debit Cards. We accept payments by Echeck, GiroPay, Klarna, Apple Pay, SOFORT, Multibanco, EPS, iDEAL, P24, etc. We offer PayPal payments on our sister shop at vitamondo.net where we have even more products. For direct payment by credit- and debit cards we use Strong Customer Authentication (SCA), which is stronger encryption standard, which provides an extra security layer for our customers. In some countries, the above payment solutions are unavailable to our customers, so we also accept bank transfers and money transfers.12. I GOT NO RESPONSE AFTER I SENT YOU AN EMAIL?
The best way to reach us is to send a message by chat, that you can find on the bottom right on any page that says “Send message”. As email servers get more effective at filtering out spam, they sometimes filter out valid emails or pass them to the spam folder. If you don’t receive any response in a week, the reason is probably that we never received your email. The vast majority of all emails still reach us. If you’re unsure if a message reached us, please send a chat message.13. NO RESPONSE, BUT I SENT AN EMAIL?
The best way to reach us is to send a message by chat, that you can find on the bottom right on any page that says “Send message”. As email servers get more effective at filtering out spam, they sometimes filter out valid emails or pass them to the spam folder. If you don’t receive any response in 4 days, the reason is probably that we never received your email. The vast majority of all emails still reach us. If you’re unsure if a message reached us, please send a chat message.14. DO YOU SUPPORT DELIVERIES TO MY COUNTRY IN ASIA, IN AFRICA, OR IN LATIN AMERICA?
Yes, with some caveats. There are about 50 countries for which we support orders, and guarantee the order internationally, but not after it reaches the country. Thus, before shipping we need to get your acceptance that there is at least a small risk that your order may be lost after it reaches your country. The reasons for any potential loss vary, but it usually due to a loss at expensive customs fees, loss during local delivery, or due to local customs. Or we simply don’t guarantee it because we are less familiar with orders from the country.- Asia (India, Pakistan, Turkey, Bangladesh, Sri Lanka, Myanmar, Vietnam, etc)
- Latin America (Argentina, Columbia, Costa Rica, Chile, Peru, Paraguay, Uruguay, Bolivia, Ecuador, etc)
- Africa (South Africa, Nigeria, Kenya, Egypt, Tanzania, Zimbabwe, Senegal, Gambia, Tunisia, Libya, Morocco, Algeria, etc)
