Delivery
We deliver orders throughout Ukraine, except for temporarily occupied territories and locations where delivery services are unavailable.
Orders are dispatched on business days after being placed on the website.
Order Confirmation
If the order has been placed correctly and all information has been entered accurately, we do not make a mandatory confirmation call.
After placing an order, the customer receives an informational notification (SMS or a message via available messengers).
If you would like a manager to call you to clarify the order details, please indicate this in the order comments.
If the information provided is incorrect or the order cannot be dispatched without additional clarification, a manager may contact the customer by phone.
Delivery Services
Nova Poshta
- branch delivery
- parcel locker
- courier delivery
Free delivery on orders over UAH 1,500.
Ukrposhta
- branch delivery
- courier delivery (where available)
Free delivery on orders over UAH 1,000.
Meest Express
- branch delivery
Free delivery on orders over UAH 1,000.
Rozetka Delivery
- branch delivery
UAH 49
Free delivery on orders over UAH 500.
Delivery Cost
For orders below the minimum amount required for free delivery, the delivery cost is calculated according to the rates of the selected delivery service and is paid by the customer.
For cash-on-delivery orders, the carrier’s money transfer fee is charged additionally and is paid by the customer.
Delivery Time
Delivery times are determined by the carrier and are usually:
- 1–3 business days — major cities
- 2–5 business days — other locations
We are not responsible for delivery times after the order has been handed over to the carrier.
Receiving Your Order
The customer must check the integrity of the packaging and the product upon receipt.
Parcel Storage
Orders are stored at the carrier’s branch in accordance with the rules of the respective delivery service.
After the free storage period expires, the carrier may charge an additional storage fee.
If the customer does not collect the order within the specified period, the parcel will be returned to the sender.
Refusal to Accept an Order and Reshipment
If the customer refuses to accept an order without a valid reason or fails to collect the parcel, the customer is responsible for the shipping and return costs.
Reshipment is possible after reimbursement of the actual costs incurred for the previous shipment.
Payment
Cash on Delivery
Payment is made upon receipt of the order.
The money transfer fee is paid by the customer according to the carrier’s rates.
Payment to a Sole Proprietor’s Bank Account
Payment can be made by bank transfer to the sole proprietor’s official bank account after placing the order.
Online Payment
- WayForPay
- Google Pay
- Apple Pay
Payments are processed through secure payment services.
We do not store or process customers’ bank card details.
Orders placed with online payment are processed after confirmation that the payment has been received.
International Delivery
We ship international orders via Nova Post to countries supported by the carrier’s international delivery service.
Dietary supplements are not shipped internationally. Other products can be shipped provided that they are permitted for international shipment and import into the recipient’s country.
To place an order, all recipient details must be provided in Latin characters: first and last name, country, postal code, full delivery address, local phone number, and email address.
After the order is placed, a VITASAN manager prepares the international shipment and submits the details to Nova Post for verification. Once the shipment has been processed and verified by Nova Post, the manager provides the customer with the tracking number, final delivery cost, and total amount payable.
Full payment must be made before dispatch and includes the cost of the products and international delivery. Payment details are provided by the manager after the shipment has been arranged. The order can be paid to an official bank account in UAH, EUR, or USD.
The order is dispatched on the day the payment is credited to our account or on the next business day.
1. Customs Duties and Taxes in the Recipient’s Country
When an order is imported, the recipient’s country may charge import duties, VAT, customs and brokerage fees, or other mandatory charges. The applicability and amount of such charges depend on the laws of the respective country, as well as the value and category of the products.
These charges are not included in the cost of the products or VITASAN international delivery and must be paid separately by the recipient.
We recommend checking the current customs clearance requirements and conditions for the recipient’s country on the Nova Post website:
Nova Post — International Delivery and Customs Clearance
2. International Shipment Tracking
After the order has been dispatched, the customer receives a tracking number that can be used to track the parcel. Nova Post may also send notifications regarding the registration and status of the international shipment to the recipient’s specified phone number or email address.
Important: International delivery times depend on the destination country, the carrier’s operations, customs clearance, and other circumstances beyond VITASAN’s control.
Additional Information
We are always open to communication and strive to make the ordering process as convenient as possible. If you have any questions, please contact us through the feedback form or by phone using the number provided in the “Contacts” section.
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