Thank you for choosing Vital Care USA. We prioritize efficient processing and safe delivery of your orders. Here's an overview of our shipping policy:
Order Processing:
- Expected Handling time is 1-2 business days. Our operational days are Monday through Friday, excluding public holidays.
- Orders placed by 2 PM CST (our order cutoff time) will be processed on the same business day. Orders placed after 2 PM CST will be processed on the next business day.
- You will receive a confirmation email with a tracking number once your order has shipped.
Prescription Requirement:
Our portable oxygen concentrators require a valid prescription.
Orders without a prescription remain on hold until received.
If we do not receive the prescription, we will notify you. Orders that remain on hold for 30 days may be cancelled and refunded.
Signature on Delivery
For certain orders, a signature may be required for security and fraud prevention.
If unavailable, the carrier will leave instructions for re-delivery or pickup.
Standard Shipping:
- Expected Transit time is 3-7 business days. Our operational days are Monday through Friday, excluding public holidays.
- Expected Total delivery time to all destinations is 4-9 business days.
Expedited shipping may be available upon request. Expedited shipping fees are billed at carrier rates and are non-refundable once shipped. Delivery estimates are provided by the carrier and are not guaranteed.
Shipping Options at Checkout:
- Free UPS Ground Shipping – Standard delivery at no cost.
- Insured UPS Shipping ($9.95) – Includes additional shipping insurance for loss or damage during transit.
- Next Day Delivery ($89.95) – Expedited overnight delivery (after order processing and prescription approval).
- UPS Ground + Priority Processing ($4.95) – Your order is moved to the front of the processing queue and ships via UPS Ground.
Note: Next Day Delivery timelines apply once the order has been processed and the prescription has been approved.
Tracking Your Order:
- Track your order by using the tracking number and link provided in your shipment confirmation email. We also monitor shipments until delivery.
Delayed Shipments:
- Under 7 business days: the package is considered in transit and will continue to be monitored.
- After 7 business days: we will open a carrier investigation.
- Unresolved after 14 days or confirmed lost: we will reship the order or issue a refund, based on your preference.
Lost, Delivered-But-Missing, or Damaged Items:
- If your order is lost, marked delivered but not received, or arrives damaged, contact us immediately at support@vitalcareusa.com.
- We may request photos of the shipping label, packaging, and product to assist with the claim.
- Once verified, we will promptly arrange a replacement or refund according to our policy.
Address Corrections:
- Before shipment: we can update the shipping address at no cost.
- After shipment: rerouting may be possible, but carrier fees may apply.
- Shipments returned due to an incorrect address may incur reshipping charges.
Order Cancellations:
- Orders may be cancelled before shipment at no cost.
- Once shipped, cancellation requests follow our Return Policy.
Returns and Exchanges:
- Refer to our Return Policy for instructions on returning or exchanging items.
Contact Us:
- If you have any questions about our shipping policy, please email us at support@vitalcareusa.com.
We are committed to delivering your orders swiftly and securely. Thank you for shopping with us!
Contact:
Email: support@vitalcareusa.com
Phone: +1 712-435-1306
Support: Get in touch from Monday to Friday: 9AM – 5PM
Business Address: 421 W Broadway, Council Bluffs, IA 51503, United States