Frequently Asked Questions

Once your business account has been approved, our team will help you become familiar with the Elan Vital RX ordering experience. We recommend a personalized 30-minute Google Meet onboarding session to review the platform, ordering procedures, payment requirements, shipping expectations, and available support resources.

Your onboarding session includes a guided walkthrough of the Elan Vital RX Marketplace, account access, product navigation, order placement, payment procedures, fulfillment timelines, and customer support resources. We also reserve time to answer your questions.

Our standard onboarding session is approximately 30 minutes. Additional assistance may be available depending on your organization's needs.

Approved customers can access our dedicated ordering Marketplace at marketplace.elanvitalrx.com.

All orders must be paid at the time of submission unless your organization has an approved inventory-position arrangement or a separately executed payment terms agreement with Elan Vital RX.

Certain customers may qualify for individually approved payment arrangements. Any exceptions to standard payment requirements must be expressly authorized and documented by Elan Vital RX.

Please contact our team as soon as possible if an order requires modification or cancellation. Changes are subject to the order's processing status and may not be possible once fulfillment has begun.

Submitting an order does not guarantee acceptance or product availability. Orders remain subject to payment verification, inventory availability, applicable regulatory requirements, and other necessary processing checks.

Elan Vital RX strives to prepare eligible, accepted orders for shipment within three (3) business days, often sooner.

This is our standard operational target rather than a guaranteed fulfillment deadline. Certain orders may require additional processing time due to availability, verification, or special handling requirements.

No. Fulfillment and shipping are separate stages.

Fulfillment refers to preparing your order for shipment. Shipping begins once the completed package has been transferred to the carrier.

Carrier transportation time is additional.

Depending on product requirements, destination, and carrier availability, Elan Vital RX offers:

• Standard Ground Shipping
• Overnight Shipping

Available shipping methods and applicable charges are presented during the ordering process.

Not necessarily. Overnight shipping refers to the carrier's expedited transportation service after your order has been fulfilled and accepted by the carrier.

Selecting overnight shipping does not bypass the standard fulfillment process.

Where tracking is available, shipment tracking information will be provided after carrier processing.

Please note that a shipping label may be generated before the carrier physically receives the package.

Delivery dates are estimates and are not guaranteed unless expressly agreed otherwise in writing. Carrier delays, weather, holidays, and circumstances outside reasonable operational control may affect delivery schedules.

First, review the tracking information provided by the shipping carrier.

If the shipment is delayed, missing, or marked as delivered but cannot be located, contact the carrier through its official website or customer service department to initiate an investigation or claim when permitted.

Please also notify Elan Vital RX so our team can assist with reviewing the shipment.

We request that customers initiate the claim or investigation directly with the carrier when the carrier permits recipient-filed claims.

If the carrier requires the shipper or account holder to submit the claim, Elan Vital RX will assist with or initiate the applicable process.

Absolutely. Our team is committed to helping customers resolve shipping concerns.

We may assist with reviewing tracking information, coordinating with the carrier or fulfillment partner, reviewing documentation, and evaluating available resolution options.

No. Claims are reviewed based on the shipment circumstances, supporting documentation, applicable agreements, and carrier findings.

Elan Vital RX will work with customers to determine the appropriate next steps.

Please notify Elan Vital RX within 48 hours of delivery.

Provide your order number, a description of the damage, and clear photographs or videos showing the affected product and packaging.

Do not use any product suspected of being damaged, contaminated, improperly stored, or otherwise compromised.

Please provide:

• Business or account name
• Order number
• Delivery date
• Description of the issue
• Clear photographs or videos
• Images of the shipping carton and shipping label
• Product lot number, when available
• Carrier claim number, if applicable

This information helps our team investigate and resolve the issue efficiently.

Prompt reporting allows our team to investigate shipping damage, fulfillment discrepancies, and other delivery-related concerns while shipment information and supporting evidence are readily available.

The 48-hour window applies to routine delivery inspection. Significant product safety or quality concerns should be reported promptly whenever discovered.

Please report the concern immediately.

Product defects, suspected contamination, adverse events, or other significant safety and quality concerns should be reported regardless of when they are discovered.

Do not discard, return, or otherwise alter a potentially compromised product without appropriate instructions, unless immediate safety or legal requirements dictate otherwise.

Retain the product and packaging safely while awaiting guidance.

Due to the nature of medication and other sensitive products, all sales are generally final unless a return, replacement, refund, or credit is specifically authorized by Elan Vital RX.

Nothing in this policy limits rights that cannot legally be waived.

Please contact our team immediately.

Ordering errors, excess inventory, inability to resell, or changes in preference do not automatically qualify for a return or refund.

Requests will be reviewed according to the order's processing status and applicable policies.

Notify Elan Vital RX within 48 hours of delivery and provide your order details along with supporting documentation.

Our team will review the discrepancy and determine the appropriate resolution.

No. All returns require prior authorization from Elan Vital RX.

Certain products may not be eligible for physical return due to safety, handling, or regulatory requirements.

Yes. We understand that unexpected circumstances can occur.

While our policies protect product integrity and maintain regulatory standards, we are committed to reviewing customer concerns fairly and working toward an appropriate resolution when circumstances justify an exception.

Customers are responsible for following all applicable product-specific storage, temperature-control, handling, and security requirements after delivery.

Do not use the product until its condition has been appropriately evaluated.

Contact Elan Vital RX promptly and provide relevant shipment information, photographs, temperature indicators, or other available documentation.

Stop using any product suspected of being compromised and contact Elan Vital RX promptly.

Our team may request additional information to assist with investigation and any necessary corrective action.

Customers may contact Elan Vital RX through the official support information provided on our website or within the customer portal.

For order-related inquiries, please include your order number whenever possible.

Our team can assist with account access, ordering questions, payment inquiries, fulfillment status, tracking information, damaged shipments, missing packages, product concerns, and general Marketplace assistance.