FAQs

Frequently Asked Questions

Website Help

I don’t have a doctor that recommended Vista products. How do I place an order?

Vista products are doctor formulated and doctor recommended. If you don’t have a doctor, you can still place an order by selecting one in the checkout process. You are not obligated to go to that doctor at any point in time. For questions or more information, please call our Customer Care Team at 866-999-1497.

I have a specific health goal. How do I find what I need?

There are many options to help you find the right products for your health needs.

  • Search Bar: To find specific products, simply enter your search query or product name into the search bar on our site and let us do the hunting for you! If you’re on a mobile device, you may have the option to use voice dictation and simply speak into the search bar provided.
  • Chat: Do you prefer one-on-one custom recommendations? Our desktop site features a helpful “Live Chat” option. Our Nutrition Counselors can answer questions and make product recommendations customized to your needs.

I’m shopping on mobile. How can I easily find what I need?

Mobile users may have additional helpful features.

  • Voice Dictation: Save time and use the voice dictation feature to find what you’re looking for without having to type! Simply tap the microphone icon next to the search bar and tell us your inquiry. Then, click “Search”.
  • Credit Card Scan: iPhone users can take advantage of credit card scan at checkout. On the payment information screen, tap the credit card number field and select the credit card scan feature on your phone. Snap a picture of your credit card to capture your data and autofill that information.

Placing an Order

I have a question before I place an order. How do I reach your Sales Team?

Our Customer Care Team can be reached toll-free at 866-999-1497 or email us at customercare@vistaotc.com. We can also be reached via live chat.

I want to place my order over the phone. How do I do that?

Simply go to our website, shop the items you would like to purchase and give us a call at (866) 999-1497. Our Customer Care Team is happy to take your order over the phone.


Order Details

Do you charge sales tax?

All Arizona customers are subject to sales tax.

When does the credit for my return appear on my credit card statement?

Credit will appear on your statement within approximately 30-45 days. Please note that the returned items must be received by our warehouse in good, re-sellable condition. If it’s been over 45 days since you shipped your return and your credit card company does not show a credit, please contact our Customer Care Team at 866-999-1497.

What is your privacy policy?

We believe that trust is an important component of the service we provide to our customers. To ensure that we earn and keep that trust, Vista OTC makes every effort to protect your privacy and the confidentiality of your personal information.

  • Security: Our site has security measures in place to protect the loss, misuse and alteration of the information under our control. Critical financial information is not stored on a public server nor maintained on the computer with which the order was placed. All transactions are conducted using state-of-the-art SSL encryption.
  • IP Address Logging: Vista OTC may log an IP address (your unique Internet address) for security purposes. IP addresses are logged only after a purchase is made. This information is maintained in the event a stolen credit card is used to make a fraudulent purchase. We will then provide this information to the appropriate law enforcement agencies, such as the FBI Internet Fraud Division in hopes of catching and prosecuting the thief. This means that an IP address will be logged only if a purchase is made and only for the security of the Credit Card holder and recovery of lost or stolen merchandise.
  • User Information: The use of certain Vista OTC features requires that you supply personal information like your name and email address. At your direction, we may use this information to send you our email newsletter. This information may also be used to contact you when necessary. You may opt-out of receiving future mailings at any time by clicking on the link at the bottom of the email.
  • Sharing Information: Unless you give explicit permission, Vista OTC has a strict policy against sharing or selling your personal information (such as your email address or mailing address), except when we believe in good faith that the law requires it, or to protect the rights or property of Vista OTC, or our users.
  • Read our full privacy policy.

Will I receive an email confirmation after I place my order?

Yes, you should receive an email confirming that we’ve received your order and began to process it. The message will contain the order number and total amount charged to your credit card (including shipping if applicable). Within 3 business days, you will receive another email with your shipment tracking number. If you did not get this email, please call our Customer Care Team at 866-999-1497.

What kind of Satisfaction Guarantee do you offer?

All of our products come with an unconditional 90-day money back guarantee.


Shipping

When I go to order tracking and enter my information, why does it say "pending"?

"Pending" means a UPS, FedEx or USPS Priority Mail tracking number is not yet available. It can take up to 24-48 hours for this information to appear after shipping.

How much does shipping cost?

Please review our Shipping and Handling Information page.

Shipping 2nd Day Delivery - I placed my order on a Wednesday and chose 2nd Day delivery, but my order did not arrive on Saturday. Can I get a refund on shipping?

When you choose 2nd Day delivery, the day you place your order does not count as a shipping day. For example, if you placed an order on Wednesday, your package will be delivered the following Monday. Please note that Saturday and Sunday do not count as delivery days. We may use a private carrier or other means to get it to you as promised. There are no refunds. No exceptions.

I placed my order and chose next day delivery, but my order arrived 2 days later. Can I get a refund on shipping?

When you choose Next Day or Overnight delivery, your order will ship the following day. For example, if you placed an order today before 10 am Eastern for Overnight Delivery, your package will be delivered the day after tomorrow. Please note that Saturday and Sunday do not count as delivery days. If you placed an order for Next Day service on a Friday, before 10 am Eastern, it would ship on Monday and arrive on Tuesday. If you select Overnight service, we may use a private carrier or other means to get it to you as promised. There are no refunds. No exceptions.

I live in Canada and would like to place an order. How can I?

Canada is subject to additional shipping charges. Please contact us at 866-999-1497.

How do I track shipping of my order?

For items shipped via FedEx, UPS or USPS Priority Mail, you will receive an email with your tracking number. You may also track your shipment through our website (under your account Order History). Clicking on the confirmation number will take you directly to the carrier’s website for further delivery information.

Where will my order ship from, and how long will it take to arrive?

Our warehouse is located in Scottsdale, AZ. Depending on your location your products may arrive between 1 – 7 business days.


Troubleshooting Your Order

Can I cancel an order?

Please call our Customer Care Team at 866-999-1497 to see if your order has been shipped. If the package has not left our warehouse, we will cancel the order at no additional charge. If the package has shipped, it will be the customer’s responsibility to send the items back and pay for return shipping.

My order arrived damaged. Now what do I do?

If the packaging appears damaged upon arrival or has been opened and then taped shut, do not accept delivery! If you’re not there to sign for your package, and UPS or FedEx has left a damaged box, you must call UPS at (800) 742-5877, or FedEx at (800) 463-3339 immediately.  You will need to inform them that the driver left a damaged or previously opened package and you want to refuse it. UPS and/or FedEx must pick up the package and return it to us automatically at their expense. You have 48 hours (two business days) in which to notify us your order arrived damaged. After 48 hours (two business days) we will not accept any claims that your order arrived damaged. Damaged orders will be exchanged for the same product only. We cannot cancel orders because they may have arrived damaged - no exceptions.

I need to exchange a product. How do I do that?

If you are within 30 days from the purchase date, simply contact Customer Care at 866-999-1497 and one of our representatives will assist you with the exchange.

I just placed an order online, but I never received a confirmation receipt. Why?

You may have mistyped your email address on the order form or you failed to add VistaOTC.com to your approved email domain list. Please add the domain VistaOTC.com to your spam-filtering agent so that we can send you a copy of your order. For EarthLink and other users that require the sender (that would be us) to respond to a link and type in the 'code' before the email is passed through, sorry we can no longer respond to these requests. So be sure you add the domain VistaOTC.com to your approved email list!

I need to return a product. How do I do that?

All products come with an unconditional 90-day money back guarantee. Please contact Customer Care at (866) 999-1497 to arrange your return.


Miscellaneous

I no longer wish to receive your company emails or newsletter. What do I do?

You have the ability to opt-out of receiving email communications from Vista OTC at any time. Simply click the link provided on the bottom of each newsletter to unsubscribe.