Frequently Asked Questions

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Common Questions

Do you ship probiotics under refrigeration? If not, will they be viable?

Our manufacturers formulate their probiotics to ensure their products retain viability until they reach the consumer. All our Probiotics are Non – Refrigerated types

Additionally, probiotic manufacturers add extra colony forming units (CFUs) to adjust for the product being shipped unrefrigerated, even in the summer months, and for it being unrefrigerated for several weeks. To ensure potency, the CFU count on the package is lower per dose than the actual count at the time of production. The CFU count is valid through the expiration date, even after the package is opened. For long-term storage, the product should be refrigerated.

About different probiotic types:

Shelf-stable probioticsare room-temperature stable and do not require refrigeration. Refrigeration will, however, extend the shelf life. Avoid temperatures above 77°F (25°C).

Saccharomyces Boulardiidoes not require refrigeration and can be stored at room temperature. Refrigeration will, however, extend the shelf life. Avoid temperatures above 77°F (25°C).

Non-shelf stable probioticsare room-temperature stable, but should be refrigerated for full therapeutic effect and extended shelf life. Avoid temperatures above 77°F (25°C).

Email & Account Information

Why can’t I log into my account?

If you’re unable to successfully log into your account, ensure you’re inputting your email address and password correctly. Check to make sure the Caps Lock key is not enabled before typing your password as passwords are case sensitive. It is best to type in all characters rather than use the copy and paste function.

If you have forgotten your password, enter the email address used when you opened your account and select “Email Password”. You may need to answer a security question. A temporary password will be sent to your email address. It may take 15 minutes for your system-generated password to arrive. Please check your spam/junk mail folder for this email if it does not appear in your in-box. Please type the new password exactly as it appears with no additional spaces.

We highly recommend logging in with your temporary password immediately and changing it to something you will remember. You may do so by selecting “Change My Password or Username” on the top left of your account page.

Do you have an email newsletter? How can I sign up?

We offer a regular email newsletter that features special offers, deals and promotional codes. You can sign up on our newsletter sign-up page.

How do I unsubscribe from your email newsletter?

You may unsubscribe from our email newsletter at any time by via the “One-click Unsubscribe” link at the bottom of the newsletter. You can also select “Manage Subscriptions” to remove yourself from our mailing list.

Order Information

Do you take international orders?

We do currently ship international orders

Can I call you to place my order?

Yes, we would be happy to assist you with your order via telephone. Please contact our Customer Service Team between the hours of 9am-4pm MST, Monday—Friday at 1-888-506-9750. If we do not answer during business hours it is because we are assisting other customers. Please send one email to us at and we will assist you as soon as possible. Because we experience a high volume of calls and emails, we respond to all messages in the order they were received.

Can I cancel or change my order?

It is very difficult to cancel or change an order once it has been placed. Please contact Customer Service as soon as possible at 1-888-506-9750 Monday—Friday, 10am-4pm MST or via e-mail @ with your order number and instructions regarding your order.

If your order has not yet moved to our Shipping Department we may be able to modify or cancel it. We will be unable to change orders submitted on the weekend. If you are using a debit card, please be sure to read the note below about authorizations and how they work.

A note about credit and debit card authorizations

Adjusted orders that have a higher balance than the original order will create new authorizations. Your financial institution will hold the amount of funds required to cover the total of the original order plus the total of the new order, not the difference between the two totals. If you are using a debit card please be sure you have enough funds to cover both orders. This is also true of authorizations for credit cards.

The authorization for the order with the lower amount will expire within approximately seven business days, depending upon the procedures at your financial institution. For more information on authorizations and how long they will be in effect, please contact your financial institution.

What should I do if I haven’t received my order?

If you received a tracking number and you have not received your order after three business days, or if you have questions about your order, please contact our Customer Service Team between the hours of 9am-4pm MST, Monday—Friday at or call 1-888-506-9750.

The tracking shows the package was delivered but I didn’t receive my package. What if I have a lost or stolen package?

A safe and accurate address for delivery must be provided at the time the order is placed. Once an order has shipped, Rawfood Nutrition and Herbal Remedies are not responsible for lost or stolen packages confirmed to be delivered to the address as entered for the order. Please contact the shipping carrier for any information regarding the delivery. Have your tracking number available to provide to the carrier to assist with the investigation. If the tracking indicates the package has been delivered, you would be required to place a new order. (Any coupon code used on the original order would be applicable on a new order.)

Pricing & Payment Information

Do you have wholesale pricing?

We do not offer wholesale pricing. Email us at to make a request.

Do you accept payment by PayPal?

YES. We accept payment via PayPal.

Why do you charge tax?

A: Businesses that have a physical presence in a province or state must charge taxes for online purchases made by customers.

B: Due to the Wayfair Decision by the Supreme Court in June 2018, we are now required to collect and remit sales tax in states/Province where we have a “significant” economic presence.

Returns & Refunds

What should I do if my order is damaged or has an error?

A: Items damaged during shipment may be returned for a full refund. Please contact the Customer Service Team within 48 hours of delivery and leave one voice message or send one email with your order number and the number of the item (SKU) that has been damaged and we will contact you to discuss replacement.

If the item you purchased is defective, you may return it for a full refund within 30 days of the date you received it. Please contact our Customer Service Team between the hours of 9am-4pm MST, Monday—Friday at or call at 1-888-506-9750  for more information. Please contact us as soon as possible after receipt of your order.

If you receive an incorrect item, please contact the Customer Service Team with your order number and the SKU number of the item(s) upon receipt.

What is your return policy?

A: You may return any item(s) purchased from Rawfood Nutrition and Herbal Remedies within thirty (30) days of the date you received your order. You will receive a full refund for the item(s) in the original form of payment. After we process your return, it may take several business days for the refund to appear on your credit card, depending on your financial institution.

Merchandise that is damaged in shipment may be returned for a full refund or replacement. Please contact Rawfood Nutrition and Herbal Remedies Customer Service at 888 506 9750 or email: within 48 hours of item(s) receipt. If you leave a voicemail, please include order number, item description or SKU # of damaged items, and if you would like a refund or a replacement sent.

While we are unable to process an exchange, you may place a new order if you would like a different item. (The coupon code used on original order would not be applicable on a new order).

Shipping and handling charges are non-refundable. For returns via mail, the product must be carefully packaged.

Once your return has been received, a refund will be issued within 14 days to the original form of payment, and an email confirmation will be sent.

You may also return products in person to any of our retail stores within 30 days. A copy of your email order confirmation or the packing list from the shipment is required as proof of purchase for an in-store refund.

Do you still have questions left?

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