Problems With Your Order
Before you call, find your answer here!
- How do I find the status of my order?
- How do I return/exchange an item?
- How do I subscribe or unsubscribe to your email mailing list?
- I forgot my password, how do I get it sent to me?
- I need to change the email address on my account?
- How do I place an international order?
- How do I know if an item requires a prescription?
- How do I get my prescription to Vitality Medical?
- I'm trying to modify or cancel an order but I'm having difficulties. What should I do?
- I'm trying to enter my insurance information but can't find the correct page to enter it. Why is this?
- I'm trying to apply a coupon or promotion to my order but it's not working. What should I do?
- How do I track my order?
- My order status says that it's processing but there's no tracking - why?
- I'd like to cancel my order. How do I do this?
- I'd like to change my order. How do I do this?
- How do I know if one of my items is a non-returnable product?
- What do I need to know about your return policy before returning an item?
- I recently returned a product but have not received my refund yet. When can I expect to receive my refund?
- I would like to reorder a product. How can I do this?
- Do you bill insurance companies or provide Medicare reimbursement?
- What if I am missing an item from my order?
- My item is on backorder. How long will it take?
- How much do you charge for shipping and handling?
Finding the status of your order is easy! Simply enter your email address and order number into the fields on the Track Order Page to easily find the status of your order.
To return an order, you will need your order number and zip code. You can return or exchange products on our Returns Page. Please read through our full return policy before attempting to return an item. Please do not return an item without contacting us first. We cannot track a return status and issue refunds unless we have been contacted before the product is sent back. Some products are also non-returnable or have a restocking fee.
The fastest way to unsubscribe is to click on the "Unsubscribe" link on the bottom of every email. You can also login to your account and unsubscribe at the bottom of the overview page, where you will be prompted to enter your email address before you can unsubscribe/subscribe.
You can retrieve your password by clicking here. You will need a valid email address in order to retrieve your password.
Unfortunately, as the email address is your account identifier, you can't change that. In order to change your email address you will need to contact our customer service department at 800-397-5899. Previous orders will still be linked to your old email address, so you will need to remember your old email address in order to track old orders.
International orders will be placed via Bongo. International orders will ship twice; once to a location in the United States, and then to their international destination. For questions about international ordering, please call 800-397-5899.
By rule, any product that is inserted inside the body requires a prescription. An item that requires a prescription with have an Rx logo listed directly beneath the name of the product on the product page. If you have questions about whether or not an item requires a prescription, please call us at 800-397-5899 for verification.
There are a couple of different ways for Vitality Medical to receive and process your prescription. You can fax your prescription to us at 801-733-5797 or you can email your prescription to us at [email protected] We can also request the prescription from your doctor's office. To have us request a prescription, please call or email us with the following information: Patient's name (who the prescription is for), date of birth, contact info for facility and doctor's name. If you choose to email this information, you can send it directly to [email protected]
To modify or cancel an order, please call our customer service department at 800-800-8300. Unfortunately, we cannot process this type of request via email and will need to process it over the phone.
Unfortunately, we do not bill insurance. In doing so, we are able to keep our prices as low as possible for your benefit. You can submit a claim to your insurance company independently of us; however, we do not have any type of relationship with insurance companies.
First check to make sure that your product is not listed as one of the exclusions for the coupon or promotion. You can find what products are excluded from a particular coupon or promotion by clicking on the coupon/promotion and scrolling down to "Exclusions." If your product is not listed beneath the Exclusions section yet still isn't applying to your order, please call us at 800-397-5899. Also make sure that your order meets all of the specifications for the promotion. For example, if the promotion offers free shipping on orders over $50, make sure that your sub-total meets or exceeds this amount.Track Your Order.
Order status changes to "Complete" once we are able to upload your tracking number(s). Because many of our products are drop-shipped from the manufacturer there is often a 24-48 hour delay in us receiving tracking from these manufacturers. Don't panic - your order likely shipped within 24 hours, although we may not receive official tracking to upload until the following day. Orders are processed Monday through Friday at noon. If your order was placed after 12:00pm it will not be processed until the following day and tracking may be delayed an additional 24-48 hours. Our average order arrives in two days so it is not uncommon for you to receive your order before we receive tracking.
Our Cancellation Policy states that only orders not yet processed for shipment may be cancelled. We will credit canceled orders in the form of payment used, and we will not credit or reissue coupons on a cancelled order. If you'd like to cancel your order, please call us at 1-800-397-5899 before we ship your order. We usually process and ship orders within a few hours of purchase.
Unfortunately, you cannot change your order after submitting it. However, you can place a different order if you cancel the original one. There is a short time frame before your order reaches our warehouse for processing and you can cancel your order during that time frame. If you do cancel your order, contact your financial institution for your refund posting time frame.
Non-returnable products include the following: Opened personal care items, all men's health items including erection pumps, tension bands and incontinence clamps, raised toilet seats and commodes, mattresses, all Special Order items, all custom items (EZ Ramps, Cut-to-Order, Span-America Mattresses, etc.), all clearance items, anything open, used or tried, custom wheelchairs and bulk orders.
Items are returnable for up to 30 days after delivery, and all items that are returned must be unopened. Men's health items (such as erection pumps, tension bands and incontinence clamps) cannot be returned, and most returns are subject to a restock fee. For more information on our return policy, please see our Return Policy.
If you have followed the instructions from the Returns Department you should expect your refund within four weeks of giving your package to the return shipper. This time frame includes the transit time for us to receive your return from the shipper (7 to 10 business days), the time it takes us to process your return once we receive it (5 to 7 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
To access your previous orders and order history you will need to log into your Vitality Medical account. You can log into your account using your email address and password on our Login Page. If you're having difficulty accessing your account, please contact us at 800-397-5899.
We do not bill insurance companies. By not billing insurance companies we are able to keep our costs lower for private customers who are ordering personal supplies or items that are not covered by insurances. You can, however, independently file for reimbursement with your private insurance company. Additionally, because we are not a Medicare provider, we cannot accept submissions for Medicare reimbursement. Please visit this site as a reference for additional questions and information. Keep in mind that we do not have a table of all HCPCS codes, but many of them are listed within the product pages.
Because our goal is to get customers their products as quickly as possible, we ship from warehouses throughout the country. It is possible that part of your order may not be in-stock in the closest warehouse to you. When this occurs, you may receive multiple packages from one or more warehouses. We frequently ship from multiple warehouses particularly when your order includes high quantities of a single item or includes items from multiple manufacturers. Because of those shipping efforts, it is possible to receive part of your order one or more days before the rest of the products. If you receive a partial shipment, please review all tracking numbers associated with your order before becoming concerned.
Track your order here.
First our sincerest apologies. Because we drop ship most items we do not always have an accurate inventory level from the manufacturer/distributor. Our customer service will send you an email with the estimated time of the backorder as stated by the manufacturer/distributor. Your item will ship within 24hrs of it arriving to the warehouse.
You could easily see an estimate of how much your shipping charges would be by adding an item to the shopping cart and entering your shipping zip code. Click here to view our shipping and handling information page.
7910 South 3500 East Suite C
Salt Lake City, Utah 84121
Mon-Fri 8am - 4pm MST
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