Frequently Asked Questions
Answers to common questions about ordering research materials from Vitalis.
Are your products for human use?
No. All products sold on this website are for laboratory and analytical research purposes only. They are not intended for human or animal consumption, therapeutic use, diagnostic use, cosmetic application, or household use. You must be at least 18 years of age to purchase.
Can I ask a question before ordering?
Yes. Contact us with the product name, SKU, and your question before checkout. We can help with order, payment, account, delivery, and listing questions, but we do not provide dosing, administration, or protocol advice.
How do I place an order?
Browse the shop, add items to your cart, and proceed to checkout. You can check out as a guest or create an account. Complete payment through our secure MoonPay checkout to confirm your order.
What payment methods do you accept?
We accept card payments processed securely through MoonPay. We do not store or have access to your full card details. Card payments may appear on your statement in a format associated with our payment processor.
How can I track my order?
If you have an account, view order history at My Account. Guest customers can use our Order Tracking page with your order number and billing email address. Tracking details are emailed once your order ships.
How long does delivery take?
Processing times and shipping estimates vary by destination. See our Delivery Information page for full details on dispatch, carriers, and international delivery.
What is your returns policy?
Due to the research nature of our products, we do not accept general returns. We will accept returns or exchanges for defective or damaged items. Refunds may also be issued if a parcel goes missing or if you contact us before your order has been dispatched. See our Terms & Conditions and Delivery Information for full details.
Can you help with reconstitution or research protocols?
No. We do not provide guidelines, dosing information, reconstitution instructions, or application advice. Customers are expected to be qualified researchers familiar with the materials they purchase and applicable regulations in their jurisdiction.
Do you ship internationally?
We ship to many countries worldwide. You are responsible for ensuring that import and possession of research materials is lawful in your jurisdiction. Customs delays or refusals are outside our control.
How do I contact customer support?
Use our Contact Us form or email us with your order number for faster assistance. We aim to respond within one to two business days.