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 

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 many items, but unfortunately, we are not able to offer returns on food items or supplements unless the product can be shown to have a manufacturing defect, or, unless the wrong item was received.  If you receive a damaged item, please contact us immediately – we may ask for a photo of the damaged product to be emailed to us for verification so that we may file a damage claim with the shipper.  Also, please do not discard any damaged items until we have given notice, as the shipper may send a driver to inspect the damage before honoring a claim for anything that cannot be used.

Regarding food and supplements, as everyone’s tastes can vary, we unfortunately have no way to guarantee that everyone’s personal taste ensures they’ll love every product we offer, and therefore, we cannot refund on such items for personal taste preference/dislike issues.  This is also our policy regarding dog/cat food and treats, as companion animals can be finicky, so we recommend ordering only a small amount of food or treats for your dog or cat before stocking up so that you can be sure it’s a product they’ll enjoy.

For items that we do offer returns on (clothing, accessories, cleaning products, bath/body care, cosmetics, etc.), please email info@veganessentials.com before sending any items back to us to inform us of the reason for return, as well as for us to issue you a return authorization.  If a defective or incorrect item is sent to you, we will take care of return and/or re-ship costs at our expense.  Please do not return any items without prior authorization, as our warehouse may refuse to accept any return parcels that are shipped without prior authorization.

Shipping Policies

1. While most orders ship within 1 or 2 business days, shipping time can be affected by other factors, especially if your order contains refrigerated or frozen food items which must ship during the week to arrive by Friday (any order containing cold goods that cannot ship to deliver by no later than Friday within the same week will be held to ship the following Monday to best protect the order contents).  Also, holidays may affect shipping schedules, especially at Easter, Thanksgiving and Christmas as those holidays often are very busy for us and also tend to have shorter than normal shipping weeks.  Please email info@veganessentials.com or call us at 866-888-3426 if you have questions on coordinating delivery around a holiday if you’re unsure of how to time your shipping for ideal delivery.

Orders containing only dry goods items without any cold products included ship Monday through Friday every week.  Items containing cold items will ship as soon as possible after they’re placed, again, so long as they can arrive before Saturday.  But, if for example, you place an order for cold items on Thursday evening at 6 PM after our warehouse closing time, that order would not ship until the following Monday, even if it were only a 1-day shipping time for delivery as again, any cold goods sent must arrive by no later than Friday afternoon.  If you have questions regarding shipping for any orders containing cold goods, please email info@veganessentials.com or call us at 866-888-3426 and we’ll be happy to answer any questions you have to help coordinate your order to deliver your items at the best time.

Please note, we cannot ship any orders on Saturday or Sunday – we are closed weekends and do not receive any pickups from our shippers on those days, so no parcels will ever be sent on weekends.

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!