Frequently Asked Questions

Want to know when our Vital Proteins™ products are back in stock?

We are happy to communicate that we are coming back in stock with your favourite products over the next few months. Please continue to check back on our website if a product is showing out of stock, or sign up for the Back in Stock Notification on the product page.

Where can I buy Vital Proteins™?

You can purchase Vital Proteins™ products directly on  VitalProteins.ca or visit our Where to Buy page to find a list of our retail partners.

Can I get a sample before I buy a large canister?

We currently do not offer samples.

What is the typical order processing time?

In addition to the transit time for shipping, please allow 1-2 business days to process your order. We process orders on Mondays, Wednesdays and Fridays (excluding holidays). Once the order has been shipped, you will receive an email with tracking number.

What type of shipping options are available?

All orders are eligible for free shipping within Canada. We do not ship International at this time. Please note that free shipping is through Canada Post Expedited service and can take 3-7 days on average to deliver. + processing time. Please see shipping transit estimates next to your shipping service at checkout. We typically process and ship orders on Mondays, Wednesdays and Fridays. Orders will be processed and shipped during regular business hours (Monday through Friday 9:00AM - 5:00PM EST, excluding holidays).

The Product I Received Was Damaged, Or My Order Was Incomplete/Inaccurate.

We’re sorry to hear that! Contact us here at your earliest convenience and one of our consumer service representatives will assist you.

What methods of payment do you accept?

We accept Visa and MasterCard

Are there any hidden / extra fees?

There are no hidden fees. All orders within Canada qualify for free shipping. Applicable taxes are added.

What shipping service to do you use?

We use Canada Post Expedited for all orders. Please use the Tracking Number provided in your Shipment Confirmation to get updates on the shipment of your order through Canada Post

Can I Make Changes To My Order?

All orders are final sale due to the nature of our products. Please review your order prior to checkout. We cannot accept returns.

What Is Your Refund Policy?

All orders are final sale due to the nature of our products. Please review your order prior to checkout. We cannot accept returns.

After I Make My Payment Online, What Will Appear On My Credit Card Statement?

When you receive your credit card statement, your payment will be made out to “Vital Proteins”.

What is collagen?

Collagen is the most abundant protein in the body and is a key constituent of all connective tissues. Collagen provides the infrastructure of the musculoskeletal system, essential for mobility.

Where should I store collagen?

It is recommended to store in a cool, dark area away from moisture

Is collagen safe for breastfeeding/expecting moms?

We always recommend talking with your doctor first, as nutritional needs can vary when breastfeeding or expecting.

Can my child take collagen?

We certainly recommend that you talk with your pediatrician before introducing your children to collagen, as each child’s nutritional needs will differ.

How long should I take collagen? Should I stop taking it after a certain length of time?

We recommend taking collagen continuously to see the best results.

How do I use collagen?

Our collagen powders are great for mixing into anything hot or cold. Check out VitalProteins.ca or our Instagram @VitalProteinsCanada for some recipe ideas!

IS YOUR COLLAGEN VEGAN?

No, it is not, as it’s sourced from bovine & fish. As of right now, we have yet to find a known source of vegan collagen.

I'M NEW TO COLLAGEN. WHAT PRODUCT SHOULD I START WITH?

Try our Bovine Collagen Peptides. They are our most popular and are odorless and tasteless, so they are very easy to incorporate into your diet.

Is my canister missing a scoop?

We have removed the scoop in almost all our Vital Proteins, which means less plastic, and one more step in our sustainability journey.

Does Vital Proteins™ use fillers, binders, or artificial sweeteners?

Vital Proteins™ believes in providing products without the use of fillers, binders, or artificial sweeteners.

Do you perform testing on your products?

Vital Proteins™ products are tested and meet Health Canada's food or natural health product requirements as relevant, including heavy metals and microbiological components.

When do my products expire?

The shelf-life of our products ranges from 2 to 5-years. Best before or expiry dates, as applicable, are printed clearly on the bottom of each product canister as well as on the bottom of folding box and on the sachets.

Is Vital Proteins™ Collagen Peptides hydrolyzed?

Yes, our Collagen Peptides are hydrolyzed, they can be easily added to any hot or cold food or beverage.

How many grams of collagen should I take per day?

We normally suggest users consume 10 grams of collagen per day.

What products are Kosher certified?

Our Bovine Collagen Peptides are Kosher certified in all formats including both Bovine canister sizes, our Bovine sachets, and our Bovine Vanilla Creamer Collagen Peptides.

Why is my Vital Proteins tub smaller?

Vital Proteins is on a sustainability journey. With this journey in mind, we are reducing the size of our plastic tubs by 13% and removing empty space on our 284g Bovine Collagen Peptides, 221g Marine Collagen Peptides, and 300g Vanilla Creamer Collagen, while providing the same number of servings per canister. It’s the same collagen you love, now with 13% less plastic.

How do I accurately measure my collagen serving with the use of a spoon?

Instructions on serving size are clearly outlined on each tub of Vital Proteins. Simply use a tablespoon and level your collagen peptides, pour into your beverage of choice, and stir. Check out VitalProteins.ca or our Instagram @VitalProteinsCanada for more on education.

Am I still getting 10g of collagen peptides using a spoon?

Yes! Each tub of Vital Proteins outlines the serving size on the label, now updated for using a spoon ensuring you are still getting your 10g of collagen per serving. Simply follow the label to ensure you are utilizing the correct amount of spoonful’s, stir, and enjoy!

How do I subscribe to a product?

To subscribe to a product, you will need to first make sure that you both have a Vital Proteins account and that you are signed in. Once signed in, navigate to the desired product page. Once you have selected the quantity of the product you wish to purchase, you will select “Subscribe & Save” and adjust the subscription frequency to your liking. You can repeat this process for multiple items on one order prior to checking out.

What is the recommended frequency for my subscription?

Great question! Be sure to look at how many servings are listed for the product you’d like to subscribe to. For example, one 284 g canister of Collagen Peptides has about 28 servings. If you are using this product daily, we suggest setting your frequency to every 1 month”.

Can I cancel my subscription at any time?

Yes. You may cancel your subscription at any time. We do require any changes or cancellations made at least three days prior to your next order date. Please note, and this is important, if you wish to cancel an order less than three days prior to your ship date, Vital Proteins is unable to cancel or issue a refund. We do send a courtesy email reminding customers of their ship dates five days prior to the scheduled ship date, which we feel is an ample amount of time to update their subscription.

Can I add a discount code to my subscription order?

Unfortunately, offers cannot be combined.

The product I am subscribed to is out of stock. What do I do?

We are so sorry to hear that you are having this experience. Please email us at info@vitalproteins.com or call us at 1-833-931-1636, 10am-4pm ET for an estimate on when this product is back in stock and to see what product may be a good substitute in the meantime.

One of the products on my subscription is out of stock. Will my entire order be held?

No, fortunately when one item on a subscription order is out of stock, the order will be partially fulfilled and include only those items that are available during processing. Billing will be adjusted accordingly as well, and charges will only apply to the items shipped.

How do I update my subscription billing/shipping address?

Delivery Address: Once signed into your account, select the tab labelled “Subscriptions”. From here, select “Edit Subscription” under your active subscription. Now that you are viewing your subscription, select the pencil icon next to the field labelled “Delivery Address”. Update your address accordingly and be sure to “Save” your updates prior to exiting the screen. Please note that all alterations to shipping addresses for recurring orders need to be made at least three days prior to the scheduled ship date. It is the customer’s responsibility to ensure that their address is properly updated prior to their order being processed. Orders that have not been updated and have been issued to a previously entered address will be refunded once the product has been returned to the sender.

Billing Address: Once signed into your account, under the tab labelled “Account”, select the payment details on the Payment methods tab. Select “edit payment method” then “send update email” to receive an email notification to update your information.

Can I change the frequency on my subscription?

Yes, once signed into your account, select the tab labelled “Subscriptions,” and, from there, choose “Edit Subscription” under the active subscription you wish to adjust. Now that you are viewing your subscription, click on the current frequency listed next to the field labelled “Frequency” and update your frequency accordingly. Be sure to select “Save Changes” to save your modifications. Note that this will update your frequency - not your next order date. To update your next order date, you will then need to select the date next to the field titled “Next Shipment,” and then proceed to alter your next order date. Click “Save Changes'' to complete this process.

How do I swap products in subscription?

Once signed into your account, select the tab labelled “Subscriptions,” and, from there, choose the product and click on “Swap product” to choose a replacement product and confirm the swap.

Can I add a product to my subscription?

Yes, this can be done through the “Subscriptions” tab, by clicking “Add Product”. You will then have the option to search, view, and select additional products to add to upcoming deliveries. You will also have the option to choose the frequency and first shipment date.

How do I cancel my subscription?

Once signed into your account, select “Manage Subscription”. Now that you are viewing your subscription, click on the “Cancel” button found next to the subscription you want to cancel.

How do I update my Credit card information?

Login to your Shopify account, under the tab labelled “Account”, select the payment details on the Payment methods tab. Select “edit payment method” then “send update email” to receive an email notification to update your information. “Save Changes” to properly save this update.

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