| Updated July 24, 2008
Where can you ship Genestra & Seroyal products?
When will I receive my order?
Missing Tracking Number
Where are your products shipped from?
What shipper/carrier do you use?
How much is shipping?
Do you offer an Ice Pack for HMF Probiotics?
Why do your shipping rates seem high?
Is it safe to use my credit card on your web site?
How do I change or cancel my order?
Do you charge sales tax?
How Do I Order By Fax or Mail?
Due to the manufacturer's policy (Seroyal), we must purchase products for Canadian clients from their Canadian warehouse and in Canadian Dollar. Seroyal sets the base pricing, and their Canadian prices are a substantially higher than their US pricing (reflective of overall costs within each country), plus we are charged GS Tax (5-13%). We must charge accordingly for Canadian orders.
Please know that our margins and prices are significantly below their suggested retail. Also, you may be aware that our updated prices are in line with what supplements cost in Canada, and in many cases are lower. Prior to the price changes, we were accidentally charging below our own wholesale cost (and therefore losing money). Our new Canadian pricing is still significantly less than suggested retail and in line with what practitioners and pharmacies are charging in Canada.
We hope you will recognize our superior convenience and customer service, and that you will continue to purchase through us. Thank you for your understanding.
How do I RETURN a product?
There are NO returns possible on HMF probiotics of any type (i.e. HMF Forte, HMF Replete, HMF Candigen), and no returns on Unda Homeopathics. Yet, you may return an un-opened, un-used, non-perishable* product within 15 days for a refund minus shipping cost and 20% restocking fee. If you have opened the product and it is defective or contains ingredients we did not list on our site, you may also return it. However, if you do not like a product, unfortunately, we cannot refund you after trying it. There is just too much individual variation in taste perception, digestion, and health status. What may work for one person may not work for another. We hope you understand.
** To send back your un-opened product, contact us to obtain an RMA# and an address to which the box should be sent. DO NOT SEND BACK PRODUCTS WITHOUT AN RMA# or you will not get credit. Shipping the product back will be your responsibility. We will issue a refund, less the restocking fee and original shipping cost, once the product is returned. If you were shipped the wrong product by fault of ours, we will provide you with a free shipping label for its return (or you may be able to keep it) and we will credit you for that product as soon as we receive it back. The correct product will be shipped out to you as soon as we are informed of the error
When will I receive my order?
Within 2-5 business days depending on your location, often just two days from Ontario, Canada. Orders placed before 11am EST are usually shipped the same business day. "Shipping days" do not include weekends or holidays. We make every effort to get orders processed and shipped as quickly as possible.
*NOTE: choosing 2nd Day or Overnight shipping does NOT guarantee your order will be shipped same day. Yet orders placed before 11am EST might ship the same business day. Overnight orders will not be sent out Fridays.
Wrong Address Problems
If the address you gave us has any mistake causing the package to be undelivered, we will send your purchase again, but you will be charged an additional shipping fee.
Missing Tracking Number
If you have not received your tracking number email and it has been more than two business days since you placed your order, contact us so we can research it and send it to you.
Where are products shipped from?
All Genestra products are shipped from Ontario, Canada. If you live in the US, please place your order from our USA website www.RockwellNutrition.net for Genestra & Seroyal brand, or www.RockwellNutrition.com for other professional grade brands.
What shipper/carrier do you use?
Purolator. The driver will attempt to deliver 3 times and may decide to leave the package at your door if no one is home (at their discretion). Yet, many drivers choose not to leave packages unless there is a "no signature sticker" on your door. You will need to contact Purolator directly to obtain the "no signature sticker". If you receive an attempted delivery slip on your door, you may call Purolator directly with your tracking # to inquire about re-routing or other package delivery options..
How much is shipping?
$10-$15 depending on the province of the delivery address. This will be calculated upon checkout. Do you offer an Ice Pack for HMF Probiotics?
In the summer months, an Ice Pack will automatically be included free of charge. (June through Aug). 2nd Day Shipping is $21.95 and we highly encourage you choose 2nd Day Shipping if you ordered HMF Probiotics for your peace of mind. Read more below. Why do your shipping rates seem high?
Our shipping prices are determined by the manufacturer from where your products are shipped. We charge you less or the same as they charge us. This allows us to give you the very lowest prices on the products. Online OrdersIs it safe to use my credit card on your web site? Yes, we have a secure shopping cart with 128 bit encryption. We use a Paypal terminal service which keeps your credit card information completely private. Your online transaction is a private one between you and Paypal. We will never see your credit card number, thus it will not be kept in our records.
Do you charge sales tax? -->Yes. Canadian orders must be charged sales tax. (GST is calculated automatically by province)
*We cannot accept a personal check since we are a US based company.
|
Category
