Copyright and Trademark Notice
When will I receive my order?Please expect 1-2 days processing time plus shipping time to receive your products. On average, clients get their package within 3-5 business days depending on their location. Most products will be shipped from our distributors in NH or CT. Yet, if your order contains *only* Pharmax products and you live on the west coast, they most likely will be shipped from Redmond, WA. Expect up to 4-5 business days for UPS Ground if you live on the opposite coast of shipping location, or as little as two days if you live on the same coast.
We make every effort to get orders processed and shipped as quickly as possible. 2nd Day or Overnight orders:Packages shipped via 2nd Day or Overnight usually do not ship the same day. Please allow 1 full business day for processing time.
Overnight orders will
not be
sent out
Fridays. We do our best to ensure all orders get out in a timely manner.
Where is my package? I didn't get my tracking number email. If you placed your order online and did not receive a UPS/Fedex tracking # from us via email a couple days after placing your order (and you checked your spam filter for an email from @RockwellNutrition.com), contact us by email so we can track it for you.
Contact Us
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.
Shipping Pharmax HLC Probiotics(i.e. HLC CandaClear, HLC High Potency, HLC Mindlinx, HLC Intensive)During the summer months (June-Sept), probiotic orders and other heat sensitve products (ie. protein bars, vaginal suppositories) are NOT shipped on Wednesday, Thursdays or Fridays unless you specifically write a comment telling us to "release order for weekend shipping" (assuming you don't mind that they will be stored in the UPS or Fedex warehouse over the weekend). By default in the summer, orders placed on Tuesday's after 1pm will be held for shipment for the following Monday. (Unless 2nd day or Overnight shipping is selected on a day when the delivery can still be made before the weekend)
If you live in a hot state, and are uncomfortable with your order in the heat, then we suggest that you select 2nd Day Air or Overnight (year round). If not, your probiotics or suppositories may arrive 4-7 days later and may be warm or hot to the touch. We cannot replace or refund packages that arrive warm/hot. We want to minimize the amount of time your probiotics are in transit. Yet, the manufacturer has increased stability with new freeze drying technology allowing the probiotics to last over 6 months at room temperature holding their GUARANTEED minimum potency on label. Read more details about HLC Probiotics/shipping and potency.
In addition, at 90-100 degrees Fahrenheit it can be stored 3-4 weeks and still be within label claim. This means if the probiotics arrive very warm or hot to the touch due to UPS truck being hot, your product is still perfectly viable and will meet potency claims on label according to various tests done by manufacturer. Please do not be concerned about heat for the short 2-4 day transit. We have been using these probiotics for years after extensive delays in shipping during summer months, and they are still VERY viable and work incredibly well.
Ice Pack with HLC probiotics
During the summer months (June-Sept), we will automatically include an ice pack (or dry ice) in your order free of charge, yet you can still mention "Ice Pack" within the comments box to be sure. If your order ships from Pharmax, it may contain Dry Ice (not Ice Pack) which evaporates in 3 days, but it does keep the products very cold although you may not see it in the box when it arrives. We cannot guarantee which type of ice you will be getting, but both work really well. (Dry Ice vs. Gel Ice Pack). If your suppositories or protein bars have melted in transit, please store them in the refrigerator upon opening the package so that the item will firm up.
*Please keep in mind that probiotic testing by Pharmax shows that adding an ice pack for transit did not make a difference in product viability. Thus, ice is added only for your peace of mind. The HLC probiotics are quite stable for months kept at room temperature or warmer. READ MORE HERE
Where are your products shipped from?
-->Most products are shipped from Bedford, NH, or E. Windsor, CT. Expect up to 5 business days for UPS Ground if you live on the West coast, and as little as two days if you live in the Northeast. Pharmax products are usually shipped from Redmond, WA.
What shipper/carrier do you use?
-->UPS and FEDEX only (NO PO BOXES). Shipping through US Mail is NOT an option. NO PO BOXES (entering a PO BOX will delay the processing of your order until an actual street address is provided)
How much is shipping?
-->$9.95 for any size order going UPS Ground. (Shipping cost to Hawaii and Alaska is a flat rate of $20, your credit card will be charged separately for the difference when your order is processed. )
-->$27.00 for 2nd Day Shipping
2nd Day or Overnight packages do not ship the same day. Please allow 1 full business day for processing time. Overnight orders will not be sent out Fridays.
-->Free ground shipping on Internet orders over $150.
Overnight/Next Day Orders (Please read!)
$40.00 for Overnight UPS to most states, but up to $50+ to CA and WA based on weight of your package. We will contact you by phone/email to verify the actual cost with you if it is above $50. You may decide to proceed or cancel the expedited shipping.
*Since some items could be backordered, write us a COMMENT during checkout letting us know if a certain product within your order is more urgently needed than another. This way, we'll try to get it from a different distributor to get you what you need as quickly as possible!
Why do your shipping rates seem high?
-->Our shipping prices are determined by the manufacturers and distributors who ship out your products, and by UPS rates. We charge you the exact same or less than they charge us, but rates have gone up significantly. This allows us to give you the very lowest prices on the products.
Product RETURNS
You may return an un-opened, un-used, non-perishable* product within 15 days for a refund minus shipping cost and 15% 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. Yet, 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.
Perishables are Non-Refundable
Returns are NOT possible on perishable items such as HLC probiotics (HLC Candaclear, HLC Mindlinx, HLC High Potency, HLC Intensive, etc.), Protein Bars (i.e. Ultra Lean, GlucoSupport, or Paleobars), and on vaginal suppositories (Yeast Arrest).
How do I Change or Cancel My Order?
Email us immediately so we can try to prevent the order from going out. Email is best, but you may also call us toll free (866) 757-4500, ext 701
How Do I Order By Fax or US Mail?
Download our order form (Adobe .pdf) which can be faxed or mailed to us. Fax it to 866.727.0784 or mail it to:
Rockwell Nutrition, Inc.
251 Emerson Drive NW
Palm Bay, FL 32907
Can I send in a money order, Cashier’s check, or personal check?
Yes, but your orders will not ship out until we receive your money order or Cashier’s check. For personal and company checks, allow up to 5 banking days after receipt for clearance of funds before the order is processed. We will charge a $25 fee on all returned checks. If you must pay by check, we highly recommend you use PayPal payment since it allows processing of checks electronically and your order will go out faster.
Out-of-Stock Products & Backorders
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. You will NOT be charged additional shipping if your items arrive seperately.
Orders for More Than One Item (Multiple Product Orders)
If your order contains more than one product or items from different brands, there is a chance you will receive them in two separate packages. Yet, you will not be charged two shipping fees, except if you order contains a product(s) by Blessed Herbs and another brand.
Is it safe to use my credit card on your web site?
-->Yes, we have a very secure shopping cart with 128 bit encryption, double firewalls on every computer, and have not had any security issues.
-->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.
Do you charge sales tax?
-->No. An additional savings for shopping online!
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.
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,RockwellNutrition.com 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.
Links
This site may contain links to other sites on the Internet that are owned and operated by third parties. You acknowledge that RockwellNutrition.com is not responsible for the operation of or content located on or through any such site.
Copyright and Trademark Notice
This site is owned and operated by RockwellNutrition.com. 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 RockwellNutrition.com., 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 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.
Category