Updated June 2009

Shipping Information and General FAQ's

• How do I RETURN a product? How to contact us to return an item
• Where can you ship Genestra & Seroyal products?  U.S. & Canada
• When will I receive my order? See shipping schedules & options
• Information for CANADIAN ORDERS & Customers Links for Canadian Customers
• Missing Tracking Number
• Where are your products shipped from?
• What shipper/carrier do you use? FedEx & UPS &
• How much is the shipping cost? Ground, 2nd Day
• Do you offer a Cold Pack for HMF Probiotics?
• Why do your shipping rates seem low?
• Is it safe to use my credit card on your web site?
• How do I change or cancel my order?
• How Do I Order By Fax or Mail?
• International Orders: Since you do not ship outside the US or Canada: How can I receive your products?

• Shipping Heat Sensitive Product Schedule & Information Information for Orders placed during June-September
• Caution Probiotics are Heat Sensitve Special shipping considerations Probiotics

Other Information

• Out-of-Stock Products
• Typographical and Product Description Errors
• Links
• Copyright and Trademark Notice

Shipping & Heat Sensitivity Schedule & Information

HEAT SENSITIVE ITEMS Summer Shipping/Delivery times JUNE – SEPTEMBER (Saturday delivery is not available)
(Orders received after 1pm EST will be processed the next day)

• Monday by 1pm EST
  • Ground shipping – delivery on Thurs.
  • 2nd day shipping – delivery on Wed
  • Overnight – delivery on Tuesday
    
    
• Tuesday by 1pm EST
  • Ground shipping – delivery on Friday
  • 2nd day shipping – delivery on Thurs.
  • Overnight – delivery on Wed.
    
    
• Wednesday – only 2nd day & overnight orders received by 1pm will be processed.
  Orders received after 1pm or which have ground shipping, will be held until the following Monday.
  • 2nd day – delivery on Friday
  • Overnight – delivery on Thurs.
    
    
• Thursday. - only Overnight orders received by 1pm will be processed.
  Orders received after 1pm or which have ground shipping or 2nd day, will be held until the following Monday.
  • Overnight – delivery Friday
    
    
• Friday – ALL HEAT SENSITIVE ORDERS RECEIVED ON FRIDAY WILL BE HELD FOR SHIPPING UNTIL THE FOLLOWING BUSINESS DAY.

Suggestions & Practices

1. We suggest that you select 2nd Day Air or Overnight during the summer months or if you live in a hot state (any month). If not, your products may arrive 5-7 days later and may be warm or hot to the touch.
2. During the summer (June-Sep), we automatically do not ship out heat sensitive orders placed after 1pm on Tuesday, will ship these orders the following Monday.
3. We will only ship orders placed on Tuesdays, Wednesday or Thursdays if 2nd day or Overnight shipping is requested AND the package can be delivered in the same week. We do not ship heat sensitive orders on Fridays at all, any time of the year. (unless you request otherwise in "Order Comments" and providing that you do not mind that your package will be held in the shippers non-air-conditioned warehouse during the weekend).

We want to minimize the amount of time your products are in transit. - We cannot refund or replace warm/hot packages.

If you are still concerned about the heat, and if you do not want your package left without a signature, please include a note in the comments instructing us to require a signature, also provide a shipping address where there will be someone available to sign and/or bring your package in from the sun.

Caution Probiotics are Heat Sensitive

Recommended: Ship via 2nd Day or Overnight During Summer

We suggest that you select 2nd Day Air or Overnight during the summer months or if you live in a hot state (any month). If not, your Probiotics may arrive 5-7 days later and may melt. We cannot replace or refund warm/hot/melted packages.

We may hold your order until Monday if you do not choose 2nd day or Overnight
During the summer (June-Sep), we automatically do not ship out Probiotics unless the selected shipping method will allow the package to be delivered in the same week. We do not ship heat sensitive orders on Fridays at all (unless you request otherwise in "Order Comments" and providing that you do not mind that your package will be held in the shippers non-air conditioned warehouse during the weekend). We want to minimize the amount of time your order is in transit.

Where will the suppositories ship from?
Clients may receive package from US or Canada, We do our best to ensure all orders go out as quickly as possible and that your package will spend as little time as possible in transit.

Choose a shipping address where someone can accept your package
If you are concerned about your package being left in the heat outside your door, please enter a shipping address where someone can sign for the package so that it is not left in the sun. By default, signature upon delivery is not required (as a convenience).

My Probiotics melted, what do I do?
The suppositories do not spoil, but they may soften or melt with heat. We suggest putting them in the refrigerator so they will firm up again.
Shipping Schedule  Top of Page

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 and non-perishable product within 15 business 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, 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 via email to obtain an RMA# and an address to which the box should be sent.
• Shipping the product back will be your responsibility.(Please use a method that provides tracking for your own safety)
• We will issue a refund, less the restocking fee and original shipping cost, once the product is returned
• DO NOT SEND BACK PRODUCTS WITHOUT AN RMA# or you will not get credit.

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When will I receive my order?

Within 5 business days depending on your location, often just two days. Your products will be shipped from Scottsdale, AZ or Wood Dale, IL (if you live in the US) or from Ontario, Canada (for Canadian orders). Orders placed before 11am EST are usually shipped the same business day. Most Canadian orders will arrive within 2 - 3 shipping days. ("Shipping days" do not include weekends) 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.

• Information for Canadian customers
  ATTN: CANADIAN CUSTOMERS !!! you must click HERE to place your order through our new Canadian website. All prices are in CAD.
• 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 by email so we can research it and send it to you. CONTACT US HERE

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Where are products shipped from?

All Genestra products are shipped from Scottsdale, AZ or Wood Dale, IL via FedEx for USA orders, and from Ontario, Canada for Canadian orders (via Purolator).

What shipper/carrier do you use?

FedEx for US orders and Purolator for Canadian orders. US Mail shipping is NOT possible, thus NO PO Box address please. (Entering a PO Box in the delivery address section will delay the processing of your order until we are provided with an actual street address)

How much is shipping?

• Ground Shipping $10.50 for any size order (Shipping cost to Hawaii and Alaska could be more depending on distance and weight).
• 2nd Day Shipping is $27.00 and we highly encourage you choose 2nd Day Shipping if you ordered HMF Probiotics for your peace of mind.
  Read more below.

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Do you offer a Cold Pack for HMF Probiotics?

In the summer months, an Ice Pack will automatically be included free of charge. (June through August).

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Why do your shipping rates seem low?

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 an Authorize.net Merchant Account which keeps your credit card information completely private. Your online transaction is a private one between you and Authorize.net. We will never see your credit card number, thus it will not be kept in our records.

Email us or call us immediately so we can try to prevent the order from going out. Toll free (866) 757-4500, ext 701

(Adobe .pdf), fill it out, and either fax it to toll free 866.727.0784 or mail it to:

*If you are paying by personal check or money order, your payment must first clear before your order ships out.
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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 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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