FAQs

FAQ's

 

Here you can find all the information you need for:

  • Payment
  • Ordering
  • Shipping
  • Returns
  • My eStore Account
  • Vega Pro/Team Vega/Ambassadors
  • General 
 

PAYMENT

What type of payment do you accept?

We accept the following methods of payment, Visa, Mastercard & American Express. We do not accept Paypal or Visa Debit Cards at this time and orders are subject to review.

Your purchase from Vega will show on your Credit Card statement as Sequel Naturals Inc.

What currency is Vega sold in?

All products sold in the US are sold in US dollars in US pricing (This includes the US eStore) and all products sold within Canada are in Canadian dollars and Canadian pricing (This includes the Canadian eStore).

Tax Guidelines

In the US:  Sales tax will be charged to all orders shipped to anywhere within Washington State, USA.
There will be no taxes charged to all orders shipped outside of Washington State and within the USA

In Canada:  GST, PST and HST will be charged where applicable to orders shipped within Canada.

ORDERING

Am I charged immediately when I place my order?

At the time of placing your order, your credit card isn’t charged immediately and goes through a pre-authorization first. Your credit card is charged once it is shipped.

Can my shipping and billing address be different?

Yes however, you can only order from the site that your billing and shipping address matches (e.g. if your billing and shipping address is in the US, you can only use the US site). Currently our eStore cannot bill and ship from two different countries (e.g. you cannot have a US billing address and a Canadian shipping address).

Do you ship backorders?

If you placed an order on an item and didn’t receive it and there is a zero amount on your invoice next to that item, you weren’t charged for it. At this time we don’t send out backorders and you will need to reorder once the item becomes available again on our eStore (It will show as available on the product page).

I’ve changed my mind; can I change or cancel my order?

Orders are processed and shipped as soon as possible so please contact us immediately after placing your order if you have changed your mind. If we can catch your order before it goes to our warehouse, we may be able to modify or cancel it. We also don’t keep a record of your credit card details so we will require these details if we’re able to modify or cancel your order.

I have a promo code, how do I use it?

You can apply your promo code in your shopping cart where the box asks for your ‘Discount Code’. Enter it in the box and click apply.

Can I use more than one promo code?

No. The code you were provided would be good for one-time use only and is not able to be used in conjunction with any other offers.

I missed the latest Vega eStore promotion by one day, is it still possible to use the Promo Code for a discount on my order?

Vega online promotions are made available during specific dates communicated through our email newsletter - Vega News and through notifications on our websites. After the promotion end date the Promo code expires and cannot be used. Get notifications on specials available through the Vega eStore - subscribe to - Vega News

I’m a Vega Pro member/Team Vega member/Ambassador, can I use a promo code?

As a thank you for being a part of our Vega community, you already receive a special discount so you are unable to use any other promo code.

SHIPPING

       
 

STANDARD


7-10 BUSINESS DAYS*
USA & CAN only

 

FedEx - US
Purolator or ATS - CAN

$9.95* CDN & USD

 

*Once received at our warehouse
*FREE on orders over $100 before taxes

 
   

EXPRESS


1-3 BUSINESS DAYS*
USA & CAN only

 

FedEx Air Shipping – US
Purolator Air – Can

 $17.95 CDN & USD

 

*Once received at our warehouse

  

 

 

 

 

 

 

 

 

 

 

Our team processes orders within 24-48 hours and are processed during business days (Monday to Friday) with the exception of public holidays. During holiday periods, such as Christmas, we may experience a higher than normal volume and processing times may take longer.

If your order contains chocolate, we use ATS (In Canada only) in the warmer months to keep it cool and prevent your items from melting.

Do you ship internationally?

At this stage we’re focusing on USA and Canada markets so we don’t offer shipping internationally.

Do you ship to PO/APO/FPO/DPO Addresses?

When placing your order please ensure the address you provide is a physical address and doesn’t contain any PO/APO/FPO or DPO addresses as we do not currently ship to them.

Will all of my items be shipped together?

We ship all items together at one time where possible. If your web order requires shipment from two of our warehouses – we will notify you by email. If any items are out of stock we will remove those items from your order and ship the remaining items. You will only be charged for the items we ship to you.

How can I track my order?

Once your order is shipped from our warehouse, we will email you with a shipping confirmation and tracking number link which you can follow. Alternatively, you can track your shipment from your eStore account, just login to view.

My order still hasn’t arrived and it says that its been shipped, what can I do?

The fastest way to find out where your package is, is to contact the shipping company it’s coming from. Quote your tracking number so that they can locate it for you. If you’re still having trouble, shoot our eStore support team an email and we’ll track it down: askvega@myvega.com

RETURNS

30-DAY MONEY-BACK GUARANTEE

Vega offers only the highest quality goods. If you are not completely satisfied with your purchase, simply return or exchange the item in its original, unused condition (including all original packaging and tags) within 30 (thirty) days for a full refund, less shipping and handling charges. 

My item arrived to me damaged/defective, what do I do?

Please email askvega@myvega.com with your name, phone number and order confirmation number and we’d be happy to send out a replacement to you. We will also pay the shipping and handling fees. We are not responsible for any damage that may occur during the return shipment of your order.

I bought Vega product at a store in the US and want to return it in Canada, can I do that?

At this time we don’t offer cross-border returns. If you’ve changed your mind about a product, pay it forward to a friend!

Is there anything you don’t accept as a return or exchange?

Yes. We cannot accept expired product or Vega eStore Gift Certificates.

I received the wrong item/I am missing an item, what can I do?

Please contact us at askvega@myvega.com so that we can help you out.

I purchased product at a store, can I return or exchange it online?

Yes, you can although you can also return it at the store that you purchased it from.

I purchased product online, can I return or exchange it at a store?

You can return your purchase at any store that sells Vega if you aren’t happy with your product.

How do I make a return or exchange?

  1. Print and fill out this Return Authorization Form
  2. Scan and email the completed copy to askvega@myvega.com or fax to 604-945-3233
  3. Our eStore Support team will forward your request to our Returns Department for processing. Once processed, our eStore Support team will provide you with a special number that you will need to quote on your return package. Once you receive your number place this on the form, and the box, and include it in your package.
  4. Insure the package for the full value of the merchandise and return it to us using the delivery service of your choice. For speed and security we recommend using UPS or FedEx.
  5. Ship to the warehouse that the item originally came from (If you’re not sure, just ask us!)
  6. If you are exchanging an item, place another order online for the item you wish to purchase. You do not have to wait for us to receive the original item before placing the new order. Garments that have been washed or worn cannot be returned or exchanged. Once we’ve received your original order, we will process and credit the amount back to your original method of payment.


Please allow 14-21 business days for your return to reach our warehouse and to be processed. Vega will not accept responsibility for lost or damaged orders or returns.

MY ESTORE ACCOUNT

How do I create an account?

You can create an account on the eStore via the Log In button at the top right of the screen. From this page, click on ‘Register’ under ‘New Customers’ and follow the prompts.

I’m having troubles logging in, what can I do?

Shoot our eStore support team an email with your name and what issues you’re having, and we’ll see what we can do: askvega@myvega.com

Do I need a separate login for each of your Vega Websites?

Your email address and password you use for the Vega eStore can also be used to login to the Vega eStore, MyVega.com, VegaSport.com and ThriveForward.com. 

VEGA PRO/TEAM VEGA/AMBASSADORS

 You can read all about Vega Pro here

You can read all about Team Vega here

You can read all about our Ambassadors here

 GENERAL

The drop down menu is not working, what do I do?

You may need to update your browser to its latest version, or try using Google Chrome as it automatically stays up to date and works best with our current eStore.

I have a question about the product, who do I contact?

We can’t wait to chat about it with you. Send us an email at askvega@myvega.com so we can get talking. We aim to respond within 24-48 hours, Monday to Friday 7:30am – 4pm (excluding holidays).

I have a question about the eStore/need eStore support, who do I contact?

We’d love to help you out. Send an email to our eStore support team at askvega@myvega.com. We strive to respond within 24-48 hours, Monday to Friday 8:30am – 5pm (excluding holidays).

Which stores sell Vega?

Great question! There are a lot! Check out our Store Locator to find where Vega is sold near you: http://myvega.com/store-locator/

Can I sell Vega products to my clients, online, or at my studio/gym?

If you are interested in becoming a Vega reseller, please contact pro@myvega.com