Updated June 2009
Policy & Shipping FAQ's
Other Information
Why are the Canadian prices higher than the U.S. prices?
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.
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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
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Where can you ship
Genestra & Seroyal products?
We ship Seroyal & Genestra products to Canada (and the
USA from our other website
www.RockwellNutrition.net). All prices on this site are listed
in CANADIAN Dollars. Shipping is via Purolator within Canada.
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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 1pm 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 1pm 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.
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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.
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What shipper/carrier
do you use?
Purolator. The driver will attempt to deliver 1 time and will only leave the package if you have a "no signature delivery" sticker on your door. You will need to contact Purolator directly to obtain the sticker.
They may or may not leave an attempted delivery slip on your door (if you live in an apartment building, they will not), which is why it is important that you track the progress of your package.
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.
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How much is shipping?
- Free shipping for online orders over $99
- $10.50-$15 depending on the province of the delivery address.
This will be calculated upon checkout.
- 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.
Do you offer an Ice Pack for HMF Probiotics?
No, The manufacturer states that the products will not be effected by
shipping. Please see the
HMF Probiotics FAQ for more information
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Why do your shipping
rates seem so low?
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.
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Online Orders
Is 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.
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How do I change or
cancel my order?
- Email us or call us immediately so we can try to prevent the order
from going out. Toll free (866) 757-4500, ext 701
Do you charge sales
tax/GST?
Yes. Canadian orders must be charged sales tax. (GST is
calculated automatically by province)
Can I Order By Fax
or Mail?
No, since we are a US based company, we cannot accept Canadian
checks.
We cannot accept a personal check since we are a US based company.
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If the product you have ordered is out-of-stock or on back-order, we will
notify you of the delay time and give you the option to receive the product once
back in stock, or cancel your order.
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Typographical and Product Description Errors
There may be errors in pricing or product description (size, weight,
ingredients, etc) on our site. We do our best to keep the site updated and have
someone full time updating regularly, but our vendors do not always inform us of
changes. In the event of any product mis-information or typographical error, you
may return the product for a full refund. If it is listed at an incorrect price,
Rockwell Nutrition shall have the right to refuse or cancel the order. In
addition, we have the right to refuse or cancel any such orders whether or not
the order has been confirmed and your credit card charged. If your credit card
has already been charged and your order is canceled, we will immediately issue a
credit to your credit card account in the amount of the incorrect price.
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Links
This site may contain links to other sites on the Internet that are owned and
operated by third parties. You acknowledge that Rockwell Nutrition is not
responsible for the operation of or content located on or through any such site.
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Copyright and Trademark Notice
This site is owned and operated by Rockwell Nutrition Inc. Unless otherwise
specified, all materials appearing on this site, including the text, site
design, logos, graphics, icons, and images, as well as the selection, assembly
and arrangement thereof, are the sole property of Rockwell Nutrition, Copyright
© 2000-2007, ALL RIGHTS RESERVED. You may use the content of this site only for
the purpose of shopping on this site or placing an order on this site and for no
other purpose. No materials from this site may be copied, reproduced, modified,
republished, uploaded, posted, transmitted, or distributed in any form or by any
means other than as provided by this Web Site without our prior written
permission. Any unauthorized use of the materials appearing on this site may
violate copyright, trademark and other applicable laws and could result in
criminal or civil penalties.
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