Shipping policy

Shipping Policy

Delivery Area

Vitance currently delivers only to supported addresses within the Hong Kong Special Administrative Region.

We do not deliver to Mainland China, Macau or any other country or region.

Orders containing a delivery address outside our supported delivery area may be declined or cancelled. If payment has already been collected, the applicable amount will be refunded to the original payment method.

Order Processing and Production

After your order has been confirmed and payment has been successfully completed, we will normally begin processing it within 2 business days.

As Vitance nutrition plans are personalised and prepared according to each customer’s confirmed recommendation, custom production and packing normally require an additional 3 to 5 business days.

Business days exclude Saturdays, Sundays and Hong Kong public holidays.

Processing and production times may be longer during:

public holidays;
promotional periods;
periods of unusually high order volume;
severe weather;
product or ingredient shortages; or
other circumstances outside our reasonable control.

The processing and production period is separate from the estimated delivery period.

Shipping Fees

A standard delivery fee of HK$50 applies to orders below HK$500.

Orders of HK$500 or above qualify for free standard delivery within Hong Kong.

The applicable shipping fee will be displayed at checkout before you complete your purchase.

We currently do not charge additional delivery fees for remote areas. However, delivery availability remains subject to the coverage and access requirements of our courier service provider.

Estimated Delivery Time

Once an order has been dispatched, delivery will normally take approximately 3 to 5 business days.

All delivery dates and timeframes are estimates only and are not guaranteed.

Delivery may be delayed due to circumstances including:

courier service disruption;
severe weather;
public holidays;
access restrictions;
incomplete or incorrect delivery information;
failed delivery attempts;
unusually high order volume; or
other events outside our reasonable control.

We will use reasonable efforts to assist you where a delivery is materially delayed.

Order Tracking

Once your order has been dispatched, you may receive a dispatch confirmation email containing tracking information or a link to view the latest delivery status.

Tracking information may take some time to become available after dispatch.

Courier tracking information is provided by the relevant delivery service provider and may not always update in real time.

Order Cancellations

You may cancel your order at any time before it has been dispatched.

To cancel an order, open the order details page using the link provided in your order confirmation email and follow the cancellation instructions.

Once an order has been dispatched, it can no longer be cancelled.

Where a cancellation is successfully completed before dispatch, the relevant payment will be refunded to the original payment method.

Changes to Delivery Information

You are responsible for ensuring that the recipient name, telephone number and delivery address provided at checkout are complete and accurate.

Before your order is dispatched, you may contact us at hello@vitance.hk to request a change to your delivery information.

We will use reasonable efforts to accommodate the request, but we cannot guarantee that changes can be made after an order has entered production, packing or fulfilment.

Once an order has been dispatched, the delivery address generally cannot be changed by Vitance. You may need to contact the courier directly, and any additional charges imposed by the courier may be borne by you.

Failed Delivery and Uncollected Orders

A delivery may fail where:

the delivery address is incomplete or incorrect;
the recipient cannot be contacted;
no one is available to receive the parcel;
access to the delivery location is restricted;
the recipient refuses delivery; or
the parcel is not collected within the courier’s required collection period.

If delivery fails due to information provided by the customer or the customer’s failure to receive or collect the order, any reasonable redelivery or handling charges may be borne by the customer.

The order will not automatically qualify for a refund.

Where a parcel is returned to Vitance, we will contact you to discuss whether redelivery is available. Redelivery may be subject to an additional delivery fee.

Delivery to Reception Desks and Authorised Recipients

Where you request or permit delivery to a reception desk, concierge, security desk, office mailroom, household member or another authorised recipient, the order will be treated as successfully delivered once it has been accepted at the specified delivery location.

Please ensure that the person or location receiving the parcel is authorised and suitable for accepting nutritional supplement products on your behalf.

Risk of Loss or Damage

Risk of loss or damage passes to you when the order is successfully delivered to the delivery address provided at checkout or accepted by a person authorised to receive it on your behalf.

If your parcel is shown as delivered but you cannot locate it, please:

check with household members, reception staff, security staff or other authorised recipients;
review the courier’s delivery record; and
contact us at hello@vitance.hk as soon as possible.

We will use reasonable efforts to assist with the courier enquiry, but the investigation outcome may depend on the delivery records and evidence provided by the courier.

Damaged, Missing or Incorrect Orders

Please inspect your order as soon as possible after delivery.

If the parcel or product is damaged, an item is missing, or you receive an incorrect item, contact us at hello@vitance.hk within 7 days of receiving the order.

Please provide:

your order number;
a description of the issue;
clear photographs or videos of the parcel and affected products;
a photograph of the shipping label; and
any other information reasonably required to review the issue.

Please retain the products and original packaging until we have completed our review.

Confirmed damaged, missing or incorrect orders will be handled in accordance with our Returns and Refund Policy [LINK].

Severe Weather

Delivery services may be suspended or delayed during typhoons, black rainstorm warnings or other severe weather conditions.

Orders affected by such conditions will normally be delivered as soon as reasonably practicable after courier services resume.

Vitance is not responsible for delays caused by severe weather or related service suspensions.

Delivery Restrictions

We may be unable to deliver to certain addresses, including:

P.O. boxes;
restricted-access locations;
locations not supported by our courier;
addresses requiring special permits or access arrangements; or
any location where delivery would be unsafe, unlawful or impracticable.

We may contact you to request an alternative delivery address. If no supported address can be provided before dispatch, we may cancel the order and refund the applicable payment.