Frequently Asked Questions
Hours of Operation
Office – Hours of Operation: Customer service is available by phone Monday through Friday from 9 a.m. to 5:00 p.m., Eastern Standard Time. We are closed for lunch from 12:00 p.m. to 1:00 p.m. daily. You may reach customer service through online chat or via our site Contact Page.
Distribution Center – Hours of Operation: Our distribution center picks, packs and prepares shipment of orders from 7:30 a.m. to 4:00 p.m. While customers may receive an email that their order has shipped, the trucks carrying your box may not arrive to the terminal until after 7:00 p.m. We suggest accessing USPS tracking after 8:00 p.m., Eastern Standard Time.
Shopping & Payment Information
Placing orders: Our website is the best place to place your order and is open 24 hours a day, 7 days a week and 365 days a year at www.12FtVitality.com. If you prefer to speak with a customer service agent, call us at 1-347-878-3624.
Payment Methods: If placing an order during a sale, orders must be finalized and paid by end of the sale. We accept Visa, MasterCard, Discover, American Express and PayPal. We do not accept personal checks.
Payment Methods: Online we accept Visa, MasterCard, Discover, American Express and PayPal.
Taxes For Online Purchases: 12 Ft Vitality may collect sales tax in every state based on The US Supreme Court ruling that companies are responsible for collecting sales tax even if they are not located in your state. To avoid paying sales tax on materials you buy from us and resell, you must have a tax certificate on file. To update your certificate information, contact us via the contact us page. Customers without a tax certificate on file will be charged sales tax based on the ship to address of the order.
Receiving Your Order:
Order Processing Times: We strive to process all orders as quickly as possible within 1-2 days. Approximate processing times are displayed; in business days, and can be found in the top or bottom of the website. Business Day 1 is the business day after your order is placed. Processing times will vary depending on current order volume. Bulk items may take longer to process depending on distribution center availability and manufacturing production times.
Backorders: While we try to avoid backorders, they do happen from time to time. We will ship all backorders as products become available and send out a second shipment confirmation. Items that run out of stock during a special promotion where sale prices are only valid on in stock items will be cancelled rather than backordered. Orders with free shipping will have free shipping on backorders, all other orders will incur a shipping charge for each backorder box that ships. If you have any questions or would like to cancel a backordered item, please email our customer service team via our web Contact Page.
Company Closure Days: We are closed most national holidays as well as various companywide in-service and inventory count days throughout the year.
Order Processing & Transit
Shipping – Contiguous US: We ship using UPS and USPS to PO Boxes, US Territories and Canada. Domestic orders; within the lower 48 states, over $75 in eligible products qualify for Free USPS Shipping. Customer can be responsible for $20/box fee to redirect any package.
Shipping Transit Times: Once your package leaves our facility the shipping carrier determines the transit times. USPS Priority mail usually takes 2-3 days in transit. They typically take longer to ship during the fall holiday season and nationwide online Black Friday sale days. Transit Times for US Postal Priority Mail can vary and may take longer than expected to deliver.
US Territory, Off-Shore & International Shipping Policy
Shipping Policy – Alaska, Hawaii & US Territories
Program Details:
- Orders will ship US Priority Mail.
- Shipping is quoted in the shopping cart prior to check out.
- Handling Fee – $5.95 per order.
- Orders not eligible for having additional items added to order.
- Call us for shipping orders by the pallet and freight carrier.
International Shipping
Program Details:
- At this time, International shipping is limited to Canada only.
- Our shopping cart will quote USPS rates to ship to your location, these rates DO NOT include brokerage, duties or taxes. If we are unable to give a quote at the time of your order, you will be charged the actual shipping costs at the time of shipping.
- Handling Fee – $5.95 per order.
- Orders not eligible for having additional items added to order.
- Entire order must ship together. No back orders or split shipments.
- Call us for shipping orders by the pallet and freight carrier.
We reserve the right to refuse shipment to areas that are known to have a high amount of fraud or problems with packages clearing customs. In the event that the consumer refuses delivery, provides an incorrect address or the shipment is rejected by customs, the consumer is responsible for all shipping charges. It is the responsibility of the consumer to conduct the proper research in advance of any sale, to determine that there are not particular restrictions on their selection of goods that would result in their exclusion from the country of import. Once shipped, transit times may vary depending on the region and customs clearance procedures. 12 Ft Vitality has no control over the transit time for international package(s).
Order Changes & Damages
Order Changes : We understand that life can change quickly and with that your pending order may require an adjustment. It is our pleasure to help you with your needs. Orders that have not gone to the warehouse for fulfillment may be “added-to” by contacting us as soon as possible.
If you need to remove or cancel items on a pending order, please contact customer service for assistance at 1-347-878-3624 or via our web Contact Page.
Damaged or Missing Items: We are highly committed to making sure you receive outstanding products in perfect condition. If your order is damaged we ask that you immediately contact us at 1-347-878-3624 so that we can initiate an investigation and claim with USPS. We will need photos of items, the shipping box and labels. We are happy to help replace or refund your missing or damaged items within 15 days of purchase. If you are missing any item ordered, we deeply apologize. We would like to get you these products as soon as possible therefore we ask that you notify us within 15 days of purchase. We will get you the missing items out right away.
Refunds & Returns
We take pride in offering products with unsurpassed quality. Since our products must be verified unadulterated, we are unable to accept returns.
If you believe a product does not match a description or customer review and it does not meet your quality expectations, please contact our customer service team to discuss. Our toll-free number is: 1-347-878-3624.
Product Rating System / Guidelines
We want you to have easy access to product ratings and reviews. You can submit written ratings and reviews for items you have purchased. We encourage customers to share honest opinions, both favorable and unfavorable so that other customers can make smart buying choices. As long as a rating and review remains specific to the product, does not criticize a competitor, and is written with the clear intent to help others, we will not remove the review because they are critical. We believe all helpful information can inform our customers’ buying decisions. We appreciate your time and participation in our product rating and reviews and reserve the right to remove reviews that include any objectionable or inappropriate content.