Shipping

+ How long will it take to receive my order?

Upon confirmation of payment your item will be processed for shipment within 2 business days. A tracking code will be issued to the email you registered with. Average North American shipping time is 3-5 business days. For international shipments, expect a 12-21 business day delivery time. Please note that shipping upgrades are available — cost and shipping time will be quoted at checkout based on your location.

Please visit our Shipping Section for more information.

+ What are your shipping rates?

Please visit our Shipping Section for a full list of standard and express shipping rates.

+ How do I track my order?

Tracking # for your order:

After checkout, a tracking number will be sent to the email address provided on your order. We do our best to process all items for shipment within two business days of receiving the order. Please note that for US shipments it sometimes takes two days to cross the border from Canada, and the tracking code will not start updating until the package has reached the USA.

USPS Tracking — Delay in Updates:

The tracking provided with your order is correct! Please note that the package must first travel from Toronto to New York to get to the first USPS sorting facility. Once it has been scanned in with USPS, you will then see your tracking code activate and begin to update. 

Order Changes/Status

+ Why have I not received a response to my email?

Your email and inquiry is important to us. We aim to respond to all email inquiries within 1 business day. Our mailbox is monitored between 9am - 5pm EST, and our customer service department is closed on weekends and holidays. 

+ How can I cancel my order?

Please email us at cancel@vitalydesign.com with the subject “Order Cancellation”. We will try our best efforts to make this attempt. Unfortunately orders that have already been fulfilled and shipped cannot be cancelled. For more information please review our returns and exchanges policy on our website.

+ How can I change an item on my order?

Unfortunately we cannot make changes to an order already processed. However, if the order has not been shipped we can offer to cancel and refund the order, so you are able to place a new order with the correct items. Please use our contact form and select “Item Change”. We will try our best efforts to make this attempt. For more information please review our returns and exchanges policy on our website.

+ How can I change my shipping address?

Unfortunately we cannot make address changes to an order already fulfilled and shipped.. However, if the order has not been shipped we can attempt to make that change. Please use our contact form and select “Address Change” and include correct address in the additional comments. We will try our best efforts to make this attempt. For more information please review our returns and exchanges policy on our website.

If we are unsuccessful in making the address change for you, we ask that you contact the shipping company used in your email confirmation with your tracking number. If the package does not make it to you and is Returned To Sender we will reship the package when it returns to our warehouse. *An additional fee may be applied for incorrect addresses submitted by the customer.

+ Why was my order cancelled?

There are several reasons an order can be cancelled and refunded. If our system detects there is inaccurate information regarding the order, our team will reach out via email to confirm these details. If there is no successful response from the customer after 2 business days, we will move forward and deem the order cancelled. 

+ Where is my order confirmation email?

First we suggest checking your spam or junk folder to see if the email is there. Sometimes an email can have a spelling mistake when entered, and our system was not able to issue the confirmation to that address. Unfortunately if you still cannot confirm your order details,  Please use our contact form and in additional comments include the email address used to place the order along with the first and last name of the customer on file. 

+ Why is my payment not working?

Our website accepts all major credit cards and PayPal. Unfortunately it does not accept any prepaid credit cards or Visa Debit.  

Product Inquiries

+ My item says sold out, when will it restock?

We have an “Email When Available” option that will pop-up when selecting a sold out item and size.You can enter your email address there if you would like to receive a notification when new inventory is added to the website.


Generally restocks can take about 30-45 days, however if any are returned/exchanged and added back into inventory you will be notified.

+ Where can I find my size, I do not see it listed?

The sizes and colours that are listed online are the complete offerings for the product. If the size or colour is not listed as an option, we unfortunately do not produce that offering.

+ Where is the item that was on your website?

As a general rule, any items marked down in price or in our sale section are discontinued designs that will not be restocking. It’s best to grab these ones while they are available!

+ My item is broken, is it covered under warranty?

Our warranty policy is available for review on our website. Please use our contact form and select “Warranty Request”. Please include a photo or video showing the issue with your item and your current shipping address.  We will review the submission against our warranty policy and respond back with a possible resolution if applicable.

+ Do you offer engraving services?

You can certainly get your Vitaly accessories engraved, though we encourage you to consult with a professional jeweller. Unfortunately we do not have the means to do custom engraving. If you are dead-set on getting something engraved, we recommend using unplated stainless steel jewelry. Engraving on a coloured item (Gold, Antiqued Steel, or Matte Black) will remove the colour in that spot, and the piece will then require an additional polish to soften the engraved edges. The resulting finish may not match the original look and feel of the piece.

+ Do you have a retail store location?

Find us in Toronto at our Vitaly Flagship store:

505 Queen St. (416) 901-7467

Get Directions

+ How do I best care for my accessories?

Please read our care instructions.

Sizing

+ How can I find out my size?

Check out our sizing guide. Please note all our rings are sized in US ring sizes.

+ Will you be making my ring size?

Unfortunately, the sizes currently listed on our website are the ones available for that item. We do strive to meet all customer requirements and as demand grows we will offer more sizes.

+ Can you make a custom item or size?

Custom work or sizing is not something we offer. The reason for this is because we produce in large volumes and do not have a feasible way to make smaller quantities as a result. The wait time + cost that would need to be transferred to you the customer would be unreasonable. For those reasons we don’t do any custom work

Returns & Exchanges

+ What is your returns and exchanges policy?

Please visit our Returns & Exchanges section.

+ Do I have to pay for my own return shipping?

All eligible returns will be provided with a return label within the 7 day period, except for international returns. Returns submitted for refunds will be subject to a restocking and handling fee. To process a return or exchange outside of North America, please use the contact form and select “Exchange/Refund” and include your request.

+ How long does your returns/exchanges process take?

We aim to process all returns and exchanges within 2-4 business days of arriving at our warehouse. All items must be inspected before a refund or store credit has been issued. Please note our warehouse is not open to customers. All returns must be requested online. 

+ My item was a gift, can I still return it?

We hope you love your gift. But, if you don’t our full exchange and return policy is still applicable. You will need to provide the order number for the gift and original customer name.

+ Where is my refund?

Refunds generally take 3-5 business days for funds to appear in your bank account. Once your refund has been processed on our end, an email confirmation will be sent.

+ Will you have the item in stock when I exchange it?

We do our very best to offer an exchange for an incorrect size. However we cannot reserve an item in advance. If your item is not in stock when we receive your request, our team will reach out via email with alternative options.

Collaborations

+ How can I work with your brand?

For collaborations and media or PR inquiries please use our contact form.