Frequently asked questions
The Basics
Top FAQ’s
VitaEssential is a monthly subscription box that provides you with your monthly supply of personalized vitamins and supplements. Each month you will receive your box, containing 30 sachets of daily vitamins tailored to your needs. Take our quiz now to find out just what you need to stay healthy and achieve all of your health and wellness goals.
In order to ensure that your vitamin packs are specifically tailored to you, we recommend that all of our customers begin by taking our short quiz which will help to outline your health needs and your wellness and lifestyle goals. Click here to get started.
Once you have your recommended vitamins and supplements you can checkout and create a monthly subscription.
Inside each box there are 30 sachets, each one containing your personalized daily vitamins and/or supplements. Super easy to take, on the go, everyday. You will also receive an informative booklet with your first pack, outlining each of your vitamins and/or supplements. Thereafter it can be viewed online on your VitaEssential profile – just scan your barcode found on any of your packs. Your next pack will be sent to you about a week before your box is up so that you never have to worry about missing out.
The monthly price of each vitamin or supplement is displayed on the product page and on your recommendations, and cart pages. Feel free to email us at support@vita-essential.com if you have any pricing questions.
Of course! If you feel that you aren’t quite ready to carry out a monthly subscription, you can cancel your subscription after your first order has been placed, and thereafter you can reactivate your subscription whenever you are ready. If you require any assistance, you can contact us at support@vita-essential.com
Yes, of course. We recommend that family members over the age of 18 create their own account, in order to take the quiz and save their personal recommendations. Alternatively, you can purchase a separate pack or one of our individual product items for someone else. Gifting? Why not gift someone a voucher, that way they can take the quiz and get the best products tailored to them?
Yes! No need to stress though you can fully browse and take our quiz without one, once you are ready to check out we will prompt you to finish your account creation and create a password.
That’s easy – Just sign-up!. That being said, you’re welcome to take our quiz and browse the site until that happens!
Delivery and Tracking
VitaEssential currently delivers within South Africa nationwide, and we look forward to being able to provide deliveries all around Africa in the future and possibly in a country near you! Email us at (support@vita-essential.com ) Let us know where you would like us to expand!
We aim to get your order delivered to you as quickly as possible. The processing time for orders can vary based on your location, the type of order you have placed, and whether it is your first order or a recurring one. Nonetheless, we want you to stay informed, and we send tracking information via email for all orders.
Once you have your recommended vitamins and supplements you can checkout and create a monthly subscription.
Once your order has been processed you will receive an email containing a tracking link for your pack! If you are having trouble or experiencing delays, email us at support@vita-essential.com and we’ll be able to provide you with your tracking link.
These orders usually ship within 2-3 days of being placed due to the personalized nature of the product and getting it ready for dispatch. Delivery will then occur within 2-4 business days to main cities, and 3-5 business days for more remote areas.
Recurring orders usually ship within 2-3 days of being processed. Orders get processed roughly around every 3 weeks. Keep an eye out for your next payment date. Delivery will then occur within 2-4 business days to main cities, and 3-5 business days for more remote areas. We ensure to have these shipped a week before you are due to run out of your previous order. We are also introducing express delivery which can take place in 1-2 days but at a higher cost. Any further questions you can email us at support@vita-essential.com
Delivery is R99 or FREE on orders R850+
Yes you can! Simply log in to your account and you can change your address for your future orders under the Addresses section. If an order is already processed, this change will only affect your next order, keep an eye out for your next payment date, as this gives you an indication of when your next order is being processed.
You can email us at support@vita-essential.com and we can process this for you on our end and let you know as soon as possible. We are very happy to assist you with anything you need.
You can email us at support@vita-essential.com and we can process this for you on our end and let you know as soon as possible. We are very happy to assist you with anything you need.
Please email us at support@vita-essential.com we’ll contact the courier company to find out what is going on, and get your pack to you as soon as possible!
Frustrating, I’m sure. We completely understand! In the event that there is a shipping error in processing your or your order becomes misplaced/lost in transit. We will replace your order free of charge and stay in communicating with you via email or call.
However, if you provide Authority to Leave on your order, we cannot accept responsibility if your pack is lost or stolen once delivered. Please note that Authority to Leave is the default option within our checkout page so if you would prefer to sign for your order
Your Account Information
If you forgot which email is associated with your account, contact us at support@vita-essential.com and let us know the name and phone number associated with your account. We will be happy to help you log into your account!
No worries! If you forgot your password, simply head to the login area, enter your email and click on ‘Forgot Password?’. You will then receive an email with instructions to reset your password.
Yes, of course! Simply navigate to your account details and update it.
Certainly! You can have any name you would like printed on your pack. When you take the quiz and we ask for your name, you can put whatever name you like. Alternatively you can add a note in the checkout process.
Your Plan
Managing your Subscription
It’s really simple! Every month, your saved card will be debited automatically and we’ll send out your package of monthly vitamins. You can edit or cancel your subscription prior to your order being processed, which is your next payment date. Essentially you have the option to change your subscription for future packs or retake the QUIZ if your health goals have changed.
With an active subscription, you’ll automatically receive a new pack each month, which allows you to develop a consistent, healthy lifestyle!
Your next package will be processed automatically and you will receive it a few days before your current supply is expected to run out. You will never be without your Essential supply!
Yes, of course! You can “pause your subscription” by canceling at any point but in essence it will end the subscription, but you can then reactivate it at any point. We would be very sad to see you leave but if there is anything we could improve on, we would really appreciate your feedback!
You can resume your subscription anytime following these same steps by logging into your account > My Subscriptions > Subscription > Reactivate
If you have any questions or difficulties then please email, support@vita-essential.com
My Profile
Absolutely! When you log in to your account, you can select ‘Take the quiz’. From there, you can retake the original quiz. Here you can select the same, change, or update your health goals to suit your new preferred health requirements.
Billing and Payment
It’s really simple! Every month, your saved card will be debited automatically and we’ll send out your package of monthly vitamins. You can edit or cancel your subscription prior to your order being processed, which is your next payment date. Essentially you have the option to change your subscription for future packs or retake the QUIZ if your health goals have changed.
With an active subscription, you’ll automatically receive a new pack each month, which allows you to develop a consistent, healthy lifestyle!
It’s super easy! Log in to your account and navigate to ‘My Subscriptions’. Once you select a subscription, you will see a ‘Change Payment’ button which will allow you to update your card.
Products out of stock
If an item that is currently in your subscription goes out of stock, you will receive a notification with your renewal email letting you know. When an item is removed from your order due to a stockout, you will not be charged for it, and it will automatically be added back to your subscription once it’s back in stock!
Kindly send us an email to support@vita-essential.com and as soon as the out-of-stock product arrives back into our inventory we will add you to our notifications emails and you’ll be the first to know when it’s back!
Our Products
My Personalized Pack
Most of our vitamins are best taken in the morning after a meal with a large glass of water, we do however have night-time vitamins that are best taken after dinner, and some better taken on an empty stomach. We will let you know the best way to take your vitamins in your booklet, which you will find inside your VitaEssential delivery box. Alternatively head to our product pages on the website to view their suggested use.
You can take all your vitamins at once, however we recommend trying to follow your booklet and take them at the same time each day to help develop a consistent, healthy habit. If you forget to take them in the morning or if it isn’t convenient for you, then taking them with another meal is fine!
Your collagen is best taken in the morning in your juice or smoothie, or hot beverage. Add it into baked goods, cereals and soups for an added boost.
Our products have high-quality ingredients that support optimal absorption in the body.
We always advise speaking with your doctor about interactions if you are taking any prescription medications.
Yes you can! All of the products we have on our website are safe to be taken together, they don’t negatively interact with each other.
We recommend all vitamins should be taken according to their suggested use. That being said, everyone’s body is unique and responds differently to supplements and powders! We would definitely recommend speaking with your doctor about interactions if you are taking any prescription medications.
If you have a medically diagnosed deficiency e.g. Iron, you may need a higher dosage, so it is important to clarify the dosage with your doctor to ensure you are getting the right amount. You can then up the quantity of the vitamins in your pack.
This is hard to say and honestly it’s dependent on your biology, along with your current health status and what your diet and lifestyle looks like. While some people feel a difference relatively quickly, some require a bit more time. Consistency is key!
Depending on your individualized supplement regime, your goals and what is in your pack, you could feel the benefits anywhere between 1 hour and 6 months. Remember following your daily routine will keep you in a healthy habit.
Please refer to the booklet included in every VitaEssential box delivered. The booklet identifies each product with a description and images.
The vitamins and supplements can last up to 6 months if stored in a cool and dry place but the vitamins in the sachet have a shelf life (best before date) of around 90 days from when you receive the order.
General Product Questions
Please always consult your health practitioner if you are taking prescription medication, trying for a baby, pregnant or breastfeeding. To get started all you need to do is take the QUIZ which is really quick and easy to follow. In no time you’ll be on a new health journey!
Some people may require more/less of certain nutrients depending on their diet or personal needs, and some vitamins and supplements are not suitable for pregnant or breastfeeding women. We therefore recommend consulting your health professional for further information. Remember, when taking the QUIZ, take note of the questions relating to pregnancy, if you are pregnant, and we will be sure to remove any unsafe products from your recommendations.
Don’t be alarmed, this is perfectly normal!
B complex vitamins are water soluble, meaning they dissolve in water and are not stored in the body. Your body will therefore use what it needs and the rest is then excreted in your urine. This is why it is important to take the vitamins to replenish your stores every day! It doesn’t mean your body isn’t absorbing them – the body is simply getting rid of any excess.
If you have any additional concerns, please get in touch with your health care practitioner.
Dietary Restrictions
We strive to always be more environmentally conscious when it comes to the ingredients we use all the way to our packaging. Most of our supplements are vegetarian or vegan friendly, however your dietary restrictions provided in your QUIZ answers will ensure all the vitamins you get are suited to your needs. If you wish, please make sure you visit each product description page to check. Here you can find a description of what the ingredients are. We are always looking for ways to become more versatile.
On each product description page, there is a section that outlines ‘Allergens’ for each product. If you identify a certain allergen in your QUIZ answers, then rest assured we will not recommend a product that contains that allergen.
Please be aware that due to the production process, our products may contain traces of certain allergens listed in our quiz. If you are allergic to another ingredient, be sure to read the ingredients list, or if you would like to check with our team, contact us at support@vita-essential.com
Most of our products are vegan friendly, however we can’t guarantee that our products are completely free of small traces of allergens, and some of our products do contain some known allergens. We disclose information about the most common allergens on each product description page, under ingredients. We also disclose all of our ingredients and allergens for each product in your product booklet. Most of our products are vegan friendly, however we can’t guarantee that our products are completely free of small traces of allergens.
Take note of the questions in the quiz that relate to diet and allergy restrictions, and be sure to answer them accurately. We will be sure to remove these products from your recommendations.
Sourcing and Manufacturing
VitaEssential develops our product formulations with health experts to ensure they are well-absorbed by your body, effective and safe, made locally through a SAHPRA approved manufacturer right here in South Africa.
All of our products are manufactured and packed here in South Africa, and follow all legal channels set out by SAHPRA to ensure safe and proud use.
Of course! At VitaEssential our goal from the beginning was and still remains to provide our clients with the best! All of our claims are supported by scientific evidence, which means there is serious scientific research behind them. Our manufacturers produce high-end formulated vitamins and supplements. These are targeted at areas of your health that you feel need a little help.
We create a more personalized request for our clients to better serve their health needs to enhance a better and healthier lifestyle. We also use nano-technology to create vitamins and supplements that have a higher efficacy rate and provide the best absorption for your body.
Most of our products are locally sourced and they are all manufactured right here in our backyard! Nothing like living in a country with such rich natural resources at our disposal. Some others sourced from places like Israel and Australia.
By South African law and by following carefully outlined procedures by SAHPRA we work with a packaging company that is approved to do so and use specifically engineered machines, and packing processes to produce the daily packs. We always strive to go the extra step to ensure we deliver the best vitamins and supplements for you.
Packaging
We are committed to limiting our environmental impact, without compromising on the quality and safety of our products. Our sachets are made of a type of aluminum foil paper, we know this is something that is not cohesive with the environment but we are working on a collection initiative to collect all the packaging materials when we drop off the vitamins for your next month. The packaging material will then get sent to a recycling facility. Furthermore, we are looking aggressively at more environmentally friendly sachets, something that is very challenging in South Africa.
Our packaging material (being the shipping box and the dispenser) are both sourced from and printed in South Africa. They are 100% recyclable and can be sent to any recycling facility to be processed into renewable fibreboard mediums. However, we are always working to reduce our impact in the environment and will always be looking at improvements when it comes to our sachets!
Unfortunately they are not at this point as it is extremely difficult to source compostable material locally. We are working our best to find the perfect supplier that can fill this need. In the meantime we are implementing recycling initiatives to collect our boxes and sachets upon your next delivery.
Our Quiz
Top FAQ’s
It’s easy! Take our quick quiz. Tell us what works for you, by answering questions related to your current health, mind and lifestyle patterns, and what you desire them to be. We aim to help you achieve your optimal holistic health goals, by recommending what your body needs and craves. All of our recommendations are backed by research and science, to ensure you can make the most informed decisions to get the best results for your body.
Our quiz recommends an extensive list for what your body needs and craves, but feel free to add or remove products from your cart to suit your desires and your budget. We have implemented a recommendation score to help you identify the ranking of a particular product that has been recommended to you, starting from most highly recommended by us.
Yes, if you were logged in when taking the quiz, we will remember where you left off. Simply log in to your account and navigate to ‘My Quiz’, where you can select to continue with your unfinished quiz.
Absolutely! When you log in to your account, you can select ‘Take the quiz’. From there, you can retake the original quiz. Here you can select the same, change, or update your health goals to suit your new preferred health requirements.
Yes, simply log in to your account and navigate to ‘My Quiz’. Here you can view a history of all the quiz results you have received.
Not at all, rest assured! When you receive new recommendations after re-taking the quiz, this doesn’t change your next order. Your full quiz history and recommendations will be listed under the ‘My Quiz’ section of your account
Rewards and Referrals
Top FAQ’s
We do! We love to reward our customers who spread the good word about VitaEssential! VitaBerries are our unique reward points that reflect our gratitude for your commitment to health and wellness. For every 100 VitaBerries earned, you will receive R10 to use towards future purchases on our website. Refer to our ‘Get Rewarded’ page to learn more about how to start earning VitaBerries.
Log into your account, select ‘My VitaBerries’ and copy the ‘Referral link’ button. Your referral code is the unique code at the end of your personal link.
As many people as you like and you’ll also gain VitaBerries everytime you refer someone. Refer a friend and earn 500 VitaBerries (R50) when they place their first order. Your friend will receive 1000 VitaBerries on their first order.
Yes! We value our community of unique and wellness-minded individuals who strive to lead a healthy lifestyle.VitaBerries are our unique reward points that reflect our gratitude for your commitment to health and wellness. Earning VitaBerries is easy! You can build up your VitaBerries in a variety of ways, refer to our ‘Get Rewarded’ page to learn more about how to start earning VitaBerries.
Gift Cards
Top FAQ’s
Yes of course! Simply navigate to the Gift Card page from the footer or from the shop page. Select the amount you’d like to give and write a digital personal message. Enter the email address of the recipient and send your gift card to your special someone by email! Your friend/family member can then take our quiz, build a custom pack and use the gift card code at checkout to place their order.
You will receive an email with your gift card information and your very own unique code. You can apply the gift card code in the cart section of our website or upon checking out. The code will then be applied to your total order.
Promo Codes
Sadly no, you can only use your promo code one and a time.
Go to our website, take the quiz or browse our Product Library and select what you would like to get in your pack. You can apply the promo code in the cart section of our website or upon checking out. The code will then be applied to your total order.
Everything Else
Cancellations and Returns
Shucks! We’d be sad to see you go, you can cancel your VitaEssential subscription at any point by simply logging into your account, and navigating to ‘My Account’> ‘My Subscriptions’ > ‘Subscription’ and selecting the ‘Cancel’ button. Feel free to leave us feedback on the reasons why you are canceling so we can continuously improve and serve our customers better!
Please note we’re not able to edit or cancel orders once they’ve been processed, as our vitamin packs are custom and made fresh to order!
You can cancel an upcoming order by canceling your subscription before your next payment date. After logging in, navigate to ‘My Account’> ‘My Subscriptions’ > ‘Subscription’ and select the ‘Cancel’ button. If your order has already been processed, the cancellation will be effective as of your next order.
Unfortunately, we cannot accept returns or offer refunds for any orders. Due to the nature of our products and that your package has been specially made and customized for you and your needs, we therefore are unable to repurpose it and use it again for another order. You can, however, cancel any upcoming orders by pausing your subscription.
Partnerships
Thank you for your interest! Unfortunately we don’t have any vacant positions open at the moment but we are expanding and always looking for the right people to join our family! Stay on the lookout for any open positions that might pop up.
We are always excited to hear what you have to offer! We’d love to chat to you! Email us at support@vita-essential.com
Data Privacy
If you would like to remove your payment details for whatever reason, rest assured! Just email us at support@vita-essential.com and we will be happy to remove payment details that are on the system. Bear in mind we can only do this if your subscription is in a canceled state, or if you want to end your subscription.
Honesty and transparency is of the utmost importance to us! You can read our Private Policy by clicking on this link:
https://vita-essential.com/wp-content/uploads/2023/04/PoPi-Policy-Vitaessential.pdf