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Policy and Shipping FAQ's
Return Policy >>>
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
Adverse or Allergic Reactions need to be addressed immediately. If you have a reaction to report, contact us by phone or email as soon as possible after the reaction has occurred. We will need to obtain information from you about this to supply to the vendor. This process may take several weeks to resolve after the report is made before the refund is issued to you because we have to resolve the complaint with the manufacturer first so they authorize a refund. The manufacturer's Quality Assurance team may also need to contact you directly. We drop ship all orders from Seroyal International headquarters in Toronto.
We strongly recommend that if you have a history of sensitivity or allergies that you consult with our licensed nutritionist prior to making a purchase to ensure you are receiving professional guidance for selecting supplements that are helpful to your health condition. This often minimizes the chance that you could have a reaction to a product before you buy it, as well as getting better results with your health concerns.
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
Shipping rates >>>
- Free shipping for online orders over $99
- $15.00 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.
Which 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.
Why do your shipping rates seem 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.
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.
When will I receive my order? >>>
Where are your 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.
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.
Do you offer an Ice Pack for HMF Probiotics? >>>
Product Pricing >>>
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.
Is it safe to use my credit card on your web site? >>>
- Yes, we have a secure shopping cart with 128 bit encryption.
- USA ePay is an ECI and Retail certified gateway on the First Data, TSYS, Chase Paymentech and Global platforms. The gateway is also certified on multiple eCheck and ACH processors. The USA ePay gateway is Level 1 PCI certified. Mastercard, Visa & Discover accepted.
- Your online transaction is a private one between you and USAepay. We not see your credit card number, thus it will not be kept in our records.
Do you charge sales tax/GST? >>>
No. We are a U.S. based drop ship company.
How do I order by fax or US 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.
Out-of-Stock Products >>>
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 it's back in stock, or cancel the item from your order for a refund or store credit in the form of a coupon which can be used on a future order. (the store credit will not expire until used). You will not be charged additional shipping if your items arrive separately..
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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Copyright and Trademark Notice >>>
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, 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.