Updated May 31, 2007
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 other unopened product within 15 days for a refund minus shipping cost and 20% restocking fee. Contact us via email to obtain the RMA# and the address to which the box should be sent.
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 (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. All Canadian orders will arrive within 2 shipping days.
*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 unless you call us to arrange a special Saturday delivery with extra fee.
Information for Canadian customers
All prices are in US Dollar. Your credit card company will automatically convert the prices to Canadian Dollar upon purchase. Here is a link to a site which converts Canadian Dollars to US Dollars: . Your package will ship out from Ontario, thus there are no extra duties or taxes, and you will automatically receive your package within 2 shipping days. The mail service is Purolator. If you are not home at time of delivery, they will try to deliver two more times and leave a notice on your door.
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.
Where are products shipped from?
-->All Genestra products are shipped from Scottsdale, AZ via UPS for USA orders, and from Ontario, Canada for Canadian orders (via Purolator).
What shipper/carrier do you use?
-->UPS for US orders and Purolator for Canadian orders. No US Mail shipping is possible, thus no PO Box address please (unless street address is specified).
How much is shipping? Do you offer an Ice Pack for HMF Probiotics?
$10.50 for any size order (Shipping cost to Hawaii, Virgin Islands, and Alaska could be more depending on distance and weight). In the summer months, an Ice Pack will automatically be included free of charge. 2nd Day Shipping is $21.95. Ice pack option is only available during the summer months starting end of May to Sept. 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 vendors who ship out your products. 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 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.
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 1
Do you charge sales tax?
-->No. An additional savings for shopping online!
How Do I Order By Fax or Mail?
Download our order form (Adobe .pdf), fill it out, and either fax it to toll free 866.727.0784 or mail it to:
Rockwell Nutrition, Inc.
251 Emerson Drive NW
Palm Bay, FL 32907
*If you are paying by personal check, your check must first clear before your order ships out.
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