Customer Service Frequently Asked Questions


Before you contact us with your question why not check our FAQ's and see if your question has already been answered?

Questions about my account or subscription

How do I manage my subscription with an account?

To manage, amend or update your subscription if you do have an account visit the drop down menu and select the "log in" option.

If you know your email and password please fill in the boxes and click sign in.

Should your email or password be incorrect or you cannot remember your password please select the "forgot your password" option where you will be able to reset your password.

Once you have successfully reset your password, return to the login page and fill in the boxes. Upon successful completion you will be taken to the account page where you will be able to edit, amend or cancel your subscription, change your delivery address and update your payment method.

How do I manage my subscription without an account?

To manage, amend or update your subscription if you don't have an account visit the drop down menu and select the "Don't have an account? Manage your subscription option".

You will be asked to input your email address and a link will be sent to your email allowing you to access your subscription. You will then be taken to the account screen where you will be able to amend or cancel your subscription, change the delivery date and update payment methods.

How do I reschedule my subscription delivery date?

To change your next subscription delivery sate  please either login to your account on our website by using the “login” link in our drop down menu or, if you don’t have an account select “Don’t have an account? Manage your subscription." 

Should you select the don’t have an account option you will be asked to input your email address and a link will be sent to your email allowing you to access your subscription. Should you have an account then please select “manage subscriptions” on the right hand side of the page, below account details.

Once you have accessed the above subscription screen, select view upcoming orders. If you would just like to skip your next upcoming order then click skip. If you would like to reschedule your delivery then select edit. Select reschedule and choose when you would like to reschedule your order for. 

A message notifying you of the change should flash on the bottom of the screen. To check that your order has been amended successfully, check the date of your next order.

How do I cancel my subscription?

We're sorry to hear that you want to cancel your subscription. To cancel your VSL#3 Subscription please either login to your account on our website by using the “login” link in our drop down menu or, if you don’t have an account select “Don’t have an account? Manage your subscription."

Should you select the don’t have an account option you will be asked to input your email address and a link will be sent to your email allowing you to access your subscription. Should you have an account then please select “manage subscriptions” on the right hand side of the page, below account details.

Once you have accessed the above subscription screen, select manage subscriptions. Then you can select which subscription you would like to manage and you will be taken to the below screen.

To cancel your subscription please select the cancel subscription at the bottom of the page.

 

How do I manage my payment methods?

To change or amend you payment method/Billing information  please either login to your account on our website by using the “login” link in our drop down menu or, if you don’t have an account select “Don’t have an account? Manage your subscription. 

Should you select the don’t have an account option you will be asked to input your email address and a link will be sent to your email allowing you to access your subscription. Should you have an account then please select “manage subscriptions” on the right hand side of the page, below account details.

Once you have accessed the subscription screen, please select address & payment details. 

Should you wish to amend your details or address then select either of those options. In order to amend your payment methods select manage payment methods.

Once you have selected manage payment methods you will be taken to the below screen where you will be able to edit your existing payment methods. Click to edit your payment method and a popup will show a button to send a link to your email with the form to change your payment method.

Please check both your inbox and junk for the email from shopify-email. Click the confirm payment method button on the email and you will be taken to the below online form where you will be able to update your payment method.

Questions about my order or delivery

I'm concerned that my VSL#3 has been unrefridgerated for too long

VSL#3 can be kept at room temperature, outside of the refrigerated conditions generally required to store it, for up to 7 days without adversely affecting the potency of the product.

Furthermore, as the distributors of VSL# products we take measures to help ensure that your product arrives to you fully intact, this includes doing our upmost to deliver your product within the 7day window and, depending on your chosen delivery option, putting other measures in place to keep VSL#3 within the temperature parameters.

However, we do accept that there are situations where your delivery may have unfortunately been delayed or misplaced and this may have had an affect on the potency of your VSL#3 probiotic supplement.

If you suspect that your product may have reached a temperature higher than room temperature or have been kept out of refrigeration for longer than 7 days then let us know and we will advise on how you can return the product and request a replacement.

What is the difference between standard and cold delivery?

We offer a variety of delivery options for VSL#3, most notably customers can choose to have their VSL#3 delivered ambiently (room temperature), in a non-insulated parcel or package, or our cold delievery packaging, in a woolcool insulated parcel with added cool gel pack.

VSL#3 has been scientifically proven to be able to survive unrefrigerated for up to 7 days with no impact on the live bacteria, allowing us to ship VSL#3 at ambient temperatures. However, some of our customers prefer to receive their VSL#3 via our cold chain delivery to ensure maximum bacterial viability.

Where can I find VSL#3 in-store?

VSL#3 can be purchased from all revital health stores and selected pharmacies. Click here to locate your nearest revital health food store.

We would recommend phoning your local pharmacy in advance to ensure they either stock or can order in your VSL#3.

I want to cancel or amend my order

In order to cancel or make any amends to a non-subscription order such as changing delivery address you will need to contact our customer service team through our online form here. Please note that once your order has been dispatched we are unable to amend or cancel the order.  

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