Policy & Shipping

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

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 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 .

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.

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.

No. We are a U.S. based drop ship company.

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..

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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