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 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, 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 via email 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

 

Where can you ship Genestra & Seroyal products?
--> We ship products to any destination in the United States and Canada. All prices are listed in US Dollars. FedEx shipping within the US or Purolator within Canada.

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

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? Do you offer an Ice Pack for HMF Probiotics?
$10.50 for any size order (Shipping cost to Hawaii and Alaska could be more depending on distance and weight). In the summer months, an Ice Pack will automatically be included free of charge. (June through Aug). 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.


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 701

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.