Shipping policy

Shipping at a glance

  • Where: Eligible street addresses in the contiguous 48 United States and DC. Excluded addresses are listed below.
  • Cost: Free standard shipping on eligible orders.
  • Processing: 1–3 business days.
  • Transit: Estimated 5–7 business days after shipment; this is additional to processing time.
  • Delivery service: Standard shipping does not include guaranteed upstairs carry, in-home placement or assembly.

See the full conditions below. For address or delivery questions, email vital@vitalseris.com.

Thank you for shopping at VitalWalk. We offer free standard shipping on eligible orders delivered within the contiguous United States.

1. Shipping Area and Excluded Locations

We ship only to physical street addresses in the contiguous 48 United States and the District of Columbia.

We do not ship to Alaska, Hawaii, Puerto Rico, Guam, the U.S. Virgin Islands, American Samoa, the Northern Mariana Islands, the U.S. Minor Outlying Islands, other U.S. island territories, PO Boxes, or APO/FPO/DPO military addresses. Remote, limited-access, or carrier-restricted ZIP codes that cannot be served by our carriers are also excluded. If we cannot service your address, we will contact you, cancel the order, and issue a full refund.

2. Shipping Cost

Standard shipping is free on all eligible orders to supported addresses. Expedited shipping, scheduled delivery, room-of-choice delivery, installation, and assembly are not included unless expressly stated at checkout.

3. Processing and Estimated Delivery

  • Order processing: 1–3 business days, excluding weekends and U.S. federal holidays.
  • Estimated transit time: 5–7 business days after shipment.

Delivery dates are estimates rather than guarantees. Weather, peak seasons, carrier disruptions, address verification, and other circumstances outside our reasonable control may cause delays. Tracking information will be emailed after the order ships.

4. Carriers and Fulfillment

Orders may be shipped through DHL, FedEx, or Amazon Multi-Channel Fulfillment. Amazon Multi-Channel Fulfillment may use Amazon Logistics, UPS, USPS, or another delivery partner. The fulfillment method and carrier are selected based on the product, destination, and warehouse availability and cannot always be chosen by the customer.

5. Apartment, Floor, and Doorstep Delivery

Please provide a complete and accurate street address, including the apartment or unit number, building access instructions, and a valid phone number. Standard delivery is made to the address or accessible delivery point designated by the carrier. This may be a front door, lobby, reception desk, mailroom, package room, or another ground-level or common delivery area.

Because our products are large and heavy, standard shipping does not include guaranteed upstairs carry, elevator transport, inside-the-home delivery, room-of-choice placement, unpacking, assembly, or packaging removal. Carrier drivers may decline stairs or restricted-access delivery. Please arrange assistance to move the package from the carrier’s delivery point into your residence.

6. Lost, Missing, or Marked-Delivered Packages

If tracking is delayed or the package appears lost in transit, please contact VitalWalk so we can open an investigation with the carrier. If tracking shows “delivered” but you cannot locate the package, first confirm the shipping address and check entrances, household members, neighbors, the building office, reception desk, mailroom, and package room. If it is still missing, contact us within 7 calendar days of the delivery scan and provide your order number, tracking details, and any reasonably requested supporting information.

After the carrier investigation, a confirmed eligible loss or unrecoverable misdelivery may be resolved with a replacement or refund, as appropriate. VitalWalk is not responsible for loss or misdelivery caused by an incorrect, incomplete, or undeliverable address supplied by the customer.

7. Shipping Damage

Inspect the carton and product promptly upon delivery. If the package or product was damaged during transit, contact us within 7 calendar days of delivery. Keep the original packaging and provide the order number, photos or video of the outer carton, shipping label, damaged areas, and the product. When shipping damage is confirmed, we will arrange an appropriate replacement, replacement parts, return, or refund at no additional shipping cost to you.

8. Refused or Undeliverable Shipments

Please do not refuse a shipment without first contacting VitalWalk, unless the carrier presents a package with obvious severe damage and you document its condition. An unauthorized refusal, failure to accept or collect the package, incorrect address, or denied building access may be treated as a customer-requested return. The actual outbound and return transportation costs may be deducted from any refund to the extent permitted by law, even when standard shipping was advertised as free.

9. Address Changes

Contact us as soon as possible if your address needs to be corrected. Once an order has been processed or shipped, an address change or carrier intercept may not be possible and may incur additional charges.

For shipping assistance, email vital@vitalseris.com.