• When will I receive my order?
• Where is my package? I didn't get my tracking email.
• Shipping Pharmax HLC Probiotics
• Cold Pack with HLC probiotics
• International: Since you do not ship outside the US: How can I receive your products? Information for Canada & other Countries.
• Do you ship any products to Canada?
• Where are your products shipped from?
• What shipper/carrier do you use? (UPS and FedEx only)
• How much is shipping? ($9.95 flat rate ground or free over $49 excluding AK & HI)
• Overnight/Next Day Orders Notice (allow processing time)
• RETURNS: How do I return a product? (only non-opened, non-perishable items in 15 days)
• Perishable items are Non-Returnable (protein bars, probiotics, suppositories)
• Is it safe to use my credit card on your web site? (Protected by latest security measures)
• How do I change or cancel my order?
• How do I order by fax or US Mail?
• Can I pay by money order, Cashier’s check, or personal check?

IMPORTANT SHIPPING INFORMATION for Heat Sensitive Products

• Shipping Heat Sensitive Product Schedule & Information  Information for Orders placed during June-September
• Are Heat Sensitive Products shipped in a cold pack?
• Caution Protein Bars will melt in the heat Special shipping considerations for Protein Bars
• Caution Suppositories are Heat Sensitive Special shipping considerations Suppositories
• Caution Probiotics are Heat Sensitve Special shipping considerations Probiotics click here for HLC Probiotics Only

Other Information

• Out-of-Stock Products
• Multiple Product Orders
• 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.
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Are Heat Sensitive Products shipped in a cold pack?  

A cold pack may be included with the order free of charge during the summer months or when shipping to hot states (cold pack may be hot upon arrival since it absorbs heat- this is normal).
There are also additional heat protection options that can be purchased at the end of checkout.  If your products have melted in transit, please store them in the refrigerator upon opening the package so that the item will firm up.

We cannot refund or replace warm/hot packages.

You will receive your products directly from the manufacturer in about 3-5 days. This product is very fresh and has not been sitting around on our shelves.
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Caution Protein Bars will Melt with Heat

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 protein bars may arrive 5-7 days later and may melt within the individual wrapping. 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 protein bars 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-airconditioned warehouse during the weekend). We want to minimize the amount of time your order is in transit.

Where will the bars ship from?
Depending on the brand of bars you ordered, East coast clients will receive package from NH or CT, thus you may choose Ground if you live in either NH or CT. West coast clients will receive package from WA, AZ, or MT. 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 bars melted, what do I do?
The bars do not spoil, but the coated bars may soften or melt with heat. We suggest putting them in the refrigerator so they will firm up again.
Shipping Schedule   Top

Caution Suppositories 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 Suppositories 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 suppositories 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?
Depending on the brand of suppository you ordered, Clients may receive package from IL, AZ,  MT, NH or CT,  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 suppositories  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

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?
Depending on the brand of Probiotics you ordered, Clients may receive package from IL, AZ,  MT, NH or CT,  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. Please read this for HLC Probiotics Only

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

When will I receive my order?

Please expect 1 day for processing time plus shipping time to receive your products. (Most orders received by 1pm EST ship the same day.) On average, clients receive 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 Wooddale, IL. 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. Excluding weekends & holidays.

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 ship the same day if the order is placed before 1pm EST. However, 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.
Shipping Schedule    Top

Where is my package? I didn't get my tracking number email.

Shipping Pharmax HLC Probiotics

(i.e. HLC CandaClear, HLC High Potency, HLC Mindlinx, HLC Intensive etc)
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 ESTwill 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.

Cold Pack with HLC probiotics

During the summer months (June-Sept), we will automatically include your your order in a temperature protective container free of charge, yet you can still mention "Ice Pack" within the comments box to be sure. We cannot guarantee which type of cold pack you will be getting, but all are sufficient for the short transit period, though it will most likely be melted, even warm, by the time of delivery. Extra heat protective packing which will last longer, is an available option at the end of checkout for an additional charge. 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, cold packing 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
CLICK HERE FOR FULL DETAILS ON SHIPPING HLC PROBIOTICS & PREBIOTICS
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INTERNATIONAL: Since you do not ship outside the US, how can I receive your products?

• For International shipping:
  1. Have your items shipped to a friend or relative in the US who is willing to ship it to you overseas. Just fill in their address information under the "Shipping Address" and your information under "Billing Address". OR
  2. Place your order through our distributor Emerson Ecologics (limited countries and you may have to pay duties/taxes as are subject to customs regulations). Read more info HERE.

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Canadian Clients

Where are your products shipped from?

-->Most products are shipped from Bedford, NH (UPS), or E. Windsor, CT. (Fedex) Expect up to 5 business days for UPS/Fedex 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 Wooddale, IL. (UPS)
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What shipper/carrier do you use?

UPS, FEDEX only (NO PO BOXES). Shipping through US Mail is NOT an option. NO P.O. BOXES (entering a PO BOX will delay the processing of your order until an actual street address is provided) The distribution warehouses from where orders are shipped varies depending on the contents of a particular order, which will determine the specific carrier used to deliver your package
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How much is shipping?

• Free ground shipping on Internet orders (only) over $49 (exludes AK & HI)
• $9.95 for any order under $49 going Ground to 48 States.
• $27.00 for 2nd Day Shipping, 2nd Day or Overnight packages do not always ship the same day. Please allow 1 full business day for processing time. 2nd day orders will not be sent out Thursdays or Fridays. The shipping rate depends on the weight & distance of your order, if the actual shipping charge is greater than $32.00 of the flat rate, we will contact you by phone or email for authorization to charge your credit card for the actual shipping cost. You may decide to proceed or cancel the expedited shipping.
• $40.00 for Overnight to most states, but up to $50+ based on weight and distance of your order. 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.
• Shipping rate to Hawaii and Alaska is a flat fee of $20 for most orders, 2nd day shipping: $39.95 & Overnight shipping: $59.95 (for all shipping methods rates may vary depending on the weight of your order - we will notify you if the actual cost is significantly over the flat rate) 

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Overnight/Next Day Orders (Please read!)

$40.00 for Overnight UPS to most states, but up to $50+  based on weight and distance of your order. 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!
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Why do your shipping rates seem high?

Our shipping prices are determined by the manufacturers and distributors who ship out your products, and by the shipping company's 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.
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Product RETURNS

You may return an un-opened, un-used, non-perishable*, non-homeopathic 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. 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.

* Perishables & Heat Sensitive are Non-Refundable

How do I Change or Cancel My Order?

If you need to cancel or change your order, Email us immediately so we can try to prevent the package from going out. Email is best, but you may also call us toll free (866)757-4500, x702

All order cancellations which we are unable to cancel before the package has shipped will incur a shipping charge of $11.00.
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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

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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 $30 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.
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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 separately.
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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.
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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.

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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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