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CUSTOMER CARE

NOTE: If you ever have problems with our online ordering we ask that you email us right away to let us know. You can also phone or fax in your order - see the information below for more details!

Ordering

With our shopping cart, ordering is as easy as 1-2-3! Just pick the items you would like by clicking on the Buy Item button next to the product description, put in the quantity you would like, and click the button to either do more shopping or check out when you're done. Items may have quantity altered or removed altogether at any time you like, and there will be final item verification before you have completed your shopping. Orders are done securely, so you can feel safe using your credit card. If you wish to pay by check or money order, we have a printable order form which you can find by clicking here.

NOTE: In order to view the online printable order form, you must first have Adobe Acrobat Reader installed on your computer. It is a free download for reading PDF files, and if you need to obtain it, please click here.

When you are ready to mail this form along with payment, please mail it to us at the following address:

VeganEssentials
1701 Pearl St.
Waukesha, WI 53186

Most orders are packed the same day they are received (if the order is placed prior to noon Central Time) or the following business day. The exception to this is during holiday periods or times when we have just sent out our monthly e-newsletter, which can add a day or two to the usual shipping time if we are particularly backlogged. If you are ordering near a major holiday, please keep in mind that we may need an extra day or two to get to your order, so plan ahead, particularly if you are ordering from outside the USA. If your order is being held for more than 4 days due to out-of-stock items, you will be notified via phone or email of the length of time expected for shipment. This is only for items that are shown as being in stock at the time of your order - anything that is noted as being backordered should be assumed to require 2-5 days for us to fill the order for shipment to you, and we will not contact you regarding delays on items that are delaying the shipment due to backordered status.

If you would like to place an order by telephone, we can be reached at our toll free number (USA and Canada only) at 1-866-88-VEGAN. If you're outside these areas, you can call us at 262-574-7761. If you would like to fax in an order, please send it to us at (262) 574-7762. Our office hours are from 10 AM to 6 PM Monday through Friday, Central Standard Time.

Assurance Of All Products Being 100% Vegan

We guarantee that all products you order are completely vegan, free of animal derived ingredients as well as that they are NOT tested on animals. Our research is extensive, and we WILL NOT offer anything that we cannot verify that all ingredients are completely vegan. This has been our policy since we first formed, and we will never knowingly sell anything that has any animal-derived ingredients or anything that has been tested on animals. If you see an ingredient that looks like it may be animal derived, please be assured that the source of it in the product will be synthetic or vegetable-based.

In extremely rare occasions, manufacturers change ingredients without notice and this can render a product non-vegan; if we do find this we will pull all such products immediately and not carry it as long as it is not vegan. If you order from us and this instance ever does happen, you may return the item and we will gladly refund your money back on the product in question when proof of the alteration in a product's status of vegan to non-vegan has been established.

Returns Policy

We offer a 30-day return policy on almost all of our products at VeganEssentials.com - this period begins on the date the product is shipped out to the customer [NOTE: If there is a special circumstance whereby you cannot get your products returned within this 30 days please be sure to contact us before mailing them back.] Simply mail the products you would like to return back to us (with a note of reason for return enclosed) at our address listed at the bottom of this page and we'll refund your money via charge or check, depending on how you paid for your order. Returns can be sent for exchange, store credit or refund depending on what you'd like. We will reimburse you for any items that have been sent incorrectly but under normal return circumstances you are responsible for the expense of shipping products back to our location. Exchanges will be sent free of charge for the first replacement (inside the USA or Canada - customers outside the USA will be responsible for the cost of shipping on exchanges), but any subsequent returns or exchanges will be paid for at the customer's expense. Here are the products that have special circumstances for returns policies:

- Shoes must be tried on indoors, preferably on carpeting, and while wearing socks, to be eligible for return or exchange. Shoes must be sent back in new, resellable condition to be valid as shoes are to be restocked to be shipped to other customers. Shoes that are returned cannot have wear, dirt, dust or animal hair on the interior or exterior. If shoes are not returned in proper condition, credit or exchange cannot be given, and shoes will be sent back to you - this includes removal of laces before sending shoes back for return or destroying the original box the shoes were sent in (shoes not returned in the original box will be subject to a $10 surcharge which will be charged to your account or deducted from the total you are to be credited.) We inspect all shoes before shipping to guarantee that they are in perfect condition before they are sent, so we will be able to tell if they have been worn past what we deem to be acceptable upon return. We will issue credit or exchange for an alternate size depending on your request. Exchanges will be sent free of charge for the first replacement, (inside the USA or Canada - customers outside the USA will be responsible for the cost of shipping on exchanges) but any subsequent returns or exchanges will be paid for at the customer's expense. VeganEssentials will only pay for the cost of sending out exchanges - we do not issue refunds on original shipping costs or the cost of shipping shoes back to us unless the shoes you received were defective or not what was listed on your order form.

- Clothing (t-shirts, sweatshirts, hats, etc.) cannot be sent back if they have been washed, cleaned, or have visible wear. If there is a variance, items will be sent back to you and no credit will be issued.

- Cosmetics that have been opened or used are not returnable. If you are not sure about the color of a particular cosmetic item, simply call or write to us and we'll be happy to send you a color chart!

- Food items cannot be returned due to their sensitive nature. In the event that you are dissatisfied with the quality of a food item, please contact us and we will notify the manufacturer and we'll attempt to have a replacement sent to you free of charge if possible. We can offer recommendations and opinions on specific food items if you are looking for more information before trying out a new product, so please feel free to contact us for more information regarding our food and sweets before you purchase!

- Special custom orders for shoes or other products we do not normally carry are not eligible for credit or exchange.

- Credits to credit card accounts will be issued anywhere from 12-15 days from the time your order is received.

- If products are returned in unsatisfactory condition and cannot be resold in "like new" or unused condition and/or in time far exceeding the 30 day return limit the product will be returned to you at our expense and credit will not be issued.

Shipping Policies

1. Most orders are shipped within 24 hours from the time they are received unless we are extremely busy (exceptions are weekends and holidays when we do not ship and are closed.) If an order will be delayed by more than 4 working days we will notify you via phone or email (please see details above for info regarding the handling of orders containing backordered items).

2. Orders inside the continental USA are automatically shipped via UPS unless otherwise noted at the time of ordering. Average delivery time is 2-5 days inside the USA, depending on how close you are to Wisconsin. Regarding UPS 2nd Day Air orders: If an item is out of stock we will call or write to notify you immediately of this situation. If you have ordered multiple products and some are on backorder, we will ship what is in stock via 2nd Day Air and send the remaining items via UPS Ground when they are in stock again (we cover the cost of the second shipment.) If your order is more than 5 lbs additional shipping charges may apply beyond the standard rates.

3. We can ship via US Postal Service, but our standard shipping rates do not apply. We will charge you the exact cost of shipping via Priority Mail. If you request for an order to be sent via USPS instead of UPS, please note that we cannot be held responsible if the package is lost or damaged before it reaches you. All orders to PO Box addresses or shipments requested to be sent by USPS Mail are done so at your risk, so please use UPS shipping whenever possible. If you want to insure your package, please let us know at the time of your order. Additional charges will apply.

4. All orders outside the continental USA are mailed via USPS Air Mail unless a different service such as UPS is requested. As noted in our FAQ section (see upper right), shipping charges will be determined by final order weight and applied once the order is ready to ship. If you need to know your shipping costs before the order is sent, we ask that you note this in the order or contact us via email at the time of the order so that it can be held for your approval before we send it to you. When the order is placed, it will show a ship total of $0.00 - this is not to show that your shipping is free, but that we cannot determine the true cost until the package is ready and has been weighed. Customer assumes all shipping costs for order (exact ship cost plus US $1.00 for international credit card handling fees) and this will be shown when your order ship confirmation is sent out. All orders will have shipping added to them with no exceptions. Average delivery time is between 6-12 business days depending on which country the order will be shipping to, but time in transit may take longer if your country's Customs agency is slow to process the order (they are usually the deciding factor in how quickly something will reach you).

5. For APO and Alaska/Hawaii orders, we ship via USPS Priority Mail. Shipping charges are based on the actual weight of the order- we charge what the Post Office charges us. When you complete your order, you will see a ship total of $0.00 - this does not mean that the shipping charges are free, but that we will determine the actual costs and apply them to your order once it is packed and weighed. If you need to know your ship costs before the order is sent, please note this in the messages/comments area of the order form. Otherwise, all orders will be shipped as they are received without notification for approval.

6. Orders being sent outside the USA may be subject to import duties - this is determined by your country's postal service. Orders refused due to customs charges will be credited for the product costs, but not the original shipping fees. Several countries have restrictions on importing specific vitamins and supplements - we cannot know the details for all countries, so we ask that you check with the proper sources at your customs/imports office before placing an order. We cannot be held responsible for shipments that are rejected and returned to us.

7. Orders being sent outside of the USA are shipped at the customer's risk. While we only experience an average of one lost package per year, we cannot be responsible for shipments sent that do not arrive if they are going outside the USA as there is no tracking or insurance available with our standard USPS Priority Air Mail shipping service. If you need a service that has tracking and insurance included, please contact us and we can discuss other options, though they will usually be considerably more expensive to use for shipping.

8. If you wish to cancel your order, please do so immediately via email or telephone. If you cancel after your order has shipped, you are responsible for the original shipping charges as we will not be able to refund any ship costs if an order is sent before cancellation. Some items may be returned, but all refrigerated/frozen products with short shelf-lives cannot be sent back if you fail to cancel in time, and no refunds will be issued on those items as they will not be in resellable condition if sent back to us.

9. Please check to verify that you have supplied the correct address at checkout, or, via your email confirmation that is sent after your order is placed. We are not responsible for orders that are sent to incorrect addresses or old locations that you no longer are at, so please verify your shipping info to ensure proper delivery. If an order is returned due to being sent to an incorrect location, we will only be able to re-ship if you are willing to pay shipping costs for a 2nd time. If you do not wish to pay double shipping due to a problem with an initial delivery to an incorrect address, then your order will be restocked and refunded for all items received back which can be re-sold, which excludes any cold items that are heat-sensitive. In addition, any refused/returned packages that contain cold items that we cannot re-sell will not be refunded or credited - if you have cold items on an order, please be 100% sure that you will be able to receive them as we cannot give money back on them if they are sent back to us via whichever shipping service was used. We are also not responsible for any orders that are sent to incorrect addresses which are not returned to us, and cannot refund costs on order that are lost or stolen due to not checking the delivery location at checkout. Please note that with our standard UPS service, the driver who is delivering the parcel will make the final call regarding whether or not a signature is needed at delivery unless it is noted on the parcel - if you do not anticipate being home and expect that your driver might require a signature, PLEASE note in the order comments to put "No signature required" on the parcel so that we can mark this clearly on the box for delivery. Please note that this is only recommended in cases where there is minimal risk of a parcel being stolen - if you have had issues with lost or stolen packages in the past, this is NOT recommended. Also, should the driver leave a note regarding needing a signature or needing special delivery options, it is your repsonsibility to call the number on the slip to make arrangements. We are not responsible for failed delivery attempts during times you are not home, and should the parcel be returned to us after multiple delivery attempts, we cannot refund the original ship costs and a new charge will need to be made if we are to re-send the order. If you do not wish to have the order re-sent in such a circumstance, we will refund for any items that can be restocked, but not on items that are time-sensitive such as bakery or refrigerated/frozen items.

Thank you for shopping with us for all your vegan needs!





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