Shipping & Return Policy

đźšš Shipping Policy

Order Processing

  • Orders are processed within 1–2 business days from our international warehouses, depending on stock availability.

  • You will receive a shipping confirmation email with a tracking link within 1–2 days after your order confirmation.

Estimated Delivery Times

  • United States: 5–10 business days

  • Germany, Austria, Switzerland: 5–8 business days

  • Denmark: 5–9 business days

  • Australia: 5–10 business days

  • Canada: 5–8 business days

  • New Zealand: 3–5 business days

  • United Kingdom: 5–10 business days

Standard shipping is free worldwide. We use trusted carriers such as DHL, UPS and others. 

Tracking & Delivery Issues

Package Marked as Delivered but Not Received:

  1. Verify the shipping address provided.

  2. Check for a delivery notice from the carrier.

  3. Contact your local post office or carrier.

  4. Check with neighbors or household members.

If you still cannot locate your package, contact us at support@drvitalex.de within 10 days of the stated delivery date. We will open an investigation with the carrier.

Unclaimed Parcels / Pick-up at Parcel Shops

If your parcel cannot be delivered and is redirected to a nearby parcel shop, it is your responsibility to collect it within the time window provided by the carrier.

In case you fail to pick up the parcel and it is returned to us, we reserve the right to deduct the return shipping costs from your refund. Please note: once the carrier confirms that your parcel is available for pick-up and you are notified (e.g. via email or tracking link), we consider the order as successfully delivered.

Failure to pick up the package does not qualify as a cancellation or return under our refund policy.

Lost or Missing Packages

  • Confirmed Lost by Carrier: We will issue a replacement or refund.

  • Marked as Delivered but Not Received: Refunds are generally not issued. However, as a goodwill gesture, we may offer a one-time replacement after a thorough investigation. Shipping costs for such replacements must be prepaid by the customer.

🔄 Returns & Refunds Policy

1. Returns for Incorrect, Damaged, or Defective Products

If you received the wrong item, a product damaged in transit, or a defective item, we will gladly provide a replacement or full refund.

How to Initiate a Return:

  1. Contact support@drvitalex.de within 30 days of receiving your order.

  2. Include your order number, a detailed description, and photos or a short video of the issue.

  3. Our team will review your request within 5 business days and provide return instructions.

Refunds or Replacements:

  • Approved returns include free return shipping.

  • Refunds are processed to your original payment method within 5 business days after we receive and inspect the returned item.

  • Please allow up to 10 business days for your bank or card issuer to post the credit.

2. Returns for Customer Preference

(Ordered wrong item, wrong size, or changed mind)

  • Must be requested within 30 days of delivery.

  • Items must be unused, unopened, and in original packaging (for hygiene reasons).

  • Customers are responsible for return shipping costs.

  • Original shipping fees are non-refundable.

  • A restocking fee of up to 30% may apply if items are returned opened or in non-resellable condition.

  • Return address: 30 N GOULD ST STE N, Sheridan, WY 82801, USA  
  • For alternative return addresses in our European or Global warehouses, please contact us at support@drvitalex.com

3. Store Credit Option

If your return falls outside standard criteria but the item is unused and in original condition, we may issue store credit (case-by-case).

🛡️ Money-Back Guarantee

We stand by the quality of our products. If you are not satisfied with the solution offered (refund or replacement), you can request a full money-back guarantee within 30 days of purchase:

  1. Provide a detailed explanation of why the solution was insufficient.

  2. Submit additional photos or proof if needed.

  3. Our team will review your request and make a final decision.

đźš« Exclusions

  • Normal wear and tear, damage caused by misuse, or unauthorized repairs are not covered.

  • Refunds are not issued for items marked as delivered unless confirmed lost by the carrier.

đź“© Contact Us

For any questions regarding shipping, returns, or refunds, reach out to:

📧 support@drvitalex.de