FAQ

General Questions

What are your policies on promotional codes?

Except where otherwise noted, offers are not valid toward shipping, handling, or tax. Offers are not retroactive for orders placed prior to receiving the offer. Not valid in combination with any other redemption codes or rewards. Not valid on bundles or subscriptions. No cash value. Valid on online orders from florahealth.com only. Not valid on retail store purchases, or orders placed with customer service via phone, email or other medium. Prices subject to change and valid while supplies last.

What are Super Savings products?

Super Savings products are still guaranteed fresh, just overstocked, or close to their Best By date. These items are available at steep discounts. All Super Savings sales are final and only available while supplies last. If the item you receive is damaged or defective, we’ll take care of it and work with you to find the best solution.

What happens if I’m dissatisfied with my product?

At Flora, we stand behind our products and quality controls. If you are not satisfied with a Flora product you purchased from us or one of our authorized sellers in the United States, you may request a refund or replacement product within 45 days of the date of purchase. If you purchased your product directly from Flora, please review our Refund Policy. Please note that because we are unable to control the quality of our products sold by unauthorized sellers, unless otherwise prohibited by law, the Satisfaction Guarantee is not available for products purchased from unauthorized sellers, including unauthorized internet sites. The Guarantee is also limited to original, end-user purchasers in the United States.

We encourage you to first reach out to the seller from whom you purchased because they are often in the best position to help. To otherwise submit a Guarantee request, please call us at 1-800-498-3610 or email us at customerservice.ecom@florahealth.com and have information available regarding where and when you purchased your product. You will also be asked to provide proof of purchase and submit photos of your product. You must submit your Guarantee request within 45 days of the date of purchase. You may also be asked to provide other information to assist us in processing your request.

We reserve the right to verify information, require a valid proof of purchase, and to deny Guarantee requests in our discretion in cases of suspected fraud or where we conclude that the purchaser has abused the Satisfaction Guarantee. We may amend or terminate the Satisfaction Guarantee at any time without notice. As a company certified under Good Manufacturing Practices (GMP), we adhere to strict quality standards. Sometimes, we may request that the product be destroyed before issuing a refund under our guarantee. This ensures the integrity and safety of our products.

If you have any questions regarding whether a seller is an authorized seller of our products, please contact us at 1-800-498-3610 or customerservice.ecom@florahealth.com.

Shipping & Returns

How are refrigerated products shipped?

For the best preservation of our refrigerated probiotics and unrefined flax-containing oils, including Flax Oil and Udo’s Oil 3•6•9 Blend, it is recommended to store them in the refrigerator upon receipt. Despite not being shipped in refrigerated trucks, we take measures to optimize the transport environment. While we do not include ice packs with our products during shipping, extensive studies have shown that our probiotics and perishable oils remain unaffected by variable and hot summer temperatures over standard shipping durations. Rest assured, the quality and freshness of the products are maintained. Upon receiving your order, simply place the items in the refrigerator to ensure their continued potency and freshness.

What are your packing peanuts made of?

Our packing peanuts are environmentally safe and totally biodegradable. These starch-based packing peanuts may be discarded, composted in the garden, or simply washed down the drain. Go ahead, place the peanuts in water. Notice how quickly and completely they dissolve. These FULLY biodegradable peanuts are part of Flora’s effort to protect the environment

What is your return policy?

Thank you for shopping at Flora. If you are not entirely satisfied with your purchase, we’re here to help. If you are not satisfied with your purchase, you can return an item within 30 days of purchase. All refunds are applied to the original method of payment.

If you are not entirely satisfied with your purchase, we’re here to help. See our refund policy page for full details on how to return your items.

Do you pay for return shipping?

We do. After you have initiated a return with customer service, a shipping label will be issued to your email for you to print at home and ship the product back to us.

Flora Rewards Program

How do I sign up for the rewards program?

Signing up is easy! Simply create an account by going to https://www.florahealth.com/account/register and enter your name, email, and password. It’s free to join and you will automatically be signed up to receive emails with insider access to sales, promotions, and all our newest drops. If you currently have an account or email subscription with us, you’ve already been enrolled in our rewards program so you can kick back, sign in, and start earning Points!

What are the advantages of becoming a rewards member?

Members receive reward points for each purchase, which can then be redeemed towards the cost of future purchases. 

You also earn points for sharing with friends, following us on social media, leaving product reviews, and are even gifted with bonus points just for having a birthday! You can view the full list of perks on our rewards page https://www.florahealth.com/pages/rewards.

Where can I find all of my rewards account info?

The rewards page is your roadmap to all your points and perks. You can access all your info by visiting our rewards page.

Will I receive points for purchases I made prior to creating my rewards account?

You will only receive points for purchases made after creating your rewards account. Make sure to create an account before placing an order so you can receive points!

What if I have an old email address or multiple email addresses and want to combine my accounts & earnings?

Contact customer service by emailing customerservice.ecom@florahealth.com and our team will be happy to assist you with merging your accounts.

Does it cost anything to begin earning points?

Absolutely not! Sign-up is 100% free. Make sure to visit https://www.florahealth.com/pages/rewards to get started.

Is there a limit to how many points I can earn?

Nope! That’s the best part about being a rewards member! You will always have an opportunity to earn more points by shopping with us, engaging with our brand and community online, and through seasonal sales.

Can I redeem my rewards with other promotional codes?

At this time, rewards codes cannot be combined with other promotional codes or certain offers applied at checkout.

Can I return my order if I redeemed rewards points for a discount?

Yes. If you return the entire order, we will refund you the total dollar amount spent after the discount was applied. The points you used to redeem the discount will also be added back to your rewards account.

Do points ever expire?

Points and rewards will expire if you fail to make at least 1 purchase every 12 months. If we ever decide to end the rewards program, your points and perks will expire with the program. We also reserve the right to terminate any person’s rewards membership if we believe you are violating our Terms of Service, reselling products, exploiting the program, making excessive returns, engaging in fraud, abuse of privileges, or inappropriate behavior that seeks to manipulate the rewards program, or for any other reason we deem necessary based on our sole discretion. If your account is terminated by you or us, or you opt out of the rewards program, you will lose any unused rewards as well as all points that have not been redeemed.

FLORA RESERVES THE RIGHT TO DISCONTINUE, REDUCE OR MODIFY THIS PROGRAM AT ANY TIME, EITHER ACROSS MARKETS OR WITHIN SPECIFIC STORES OR GEOGRAPHIC MARKETS, AND WITH LIMITED OR NO ADVANCED NOTICE.

Why didn't I earn points on my purchase?

Double-check you were signed into your rewards account and didn’t accidentally check out as a guest. You must be logged in when making purchases to earn points. If you have done this in error, contact us at customerservice.ecom@florahealth.com to help apply your points to your account. You also won’t receive points if you return your purchase, or your purchase is canceled for any reason. Please note that any points you earn on a purchase you later return will be deducted from your point balance.

I should have earned points for a purchase but I didn't see my account balance change. Did I get credit?

Yes! You work hard to earn points and we want you to feel confident that all your points are right where they should be . . . in your account! The first thing to note is that there may be a delay in our system’s communication and points could take anywhere from minutes to several hours to appear in your account. However, if you feel like you have earned points, but they are not showing up in your account you can also troubleshoot it with these tricks:

Try to refresh your browser.

Try to log out and then back in to your account.

Check your ‘Rewards history’ in your Rewards account to see if the points were added without you realizing it. Your ‘Rewards history’ will show you the number of points earned, how and when they were earned, as well as any redemptions of points made on your account.

If you still feel like your points balance is not accurate you can contact our team at customerservice.ecom@florahealth.com and they will look into the issue for you.

I received an error message when referring friends through the email referral box. What went wrong?

We are sorry to hear that. There are a couple of scenarios that could have triggered the error message.

The first possible scenario is that there was a mistype in one of the email addresses that you entered, or you forgot to put commas between multiple emails to separate them.

To eliminate confusion over what occurred, we recommend that you go back and enter each email address one at a time, clicking ‘send’ after each one rather than uploading them all at once.

If you are still having problems using the email referrals, we recommend using your unique referral link or sharing the referral through Facebook, Twitter, or Messenger to receive credit. Please contact customerservice.ecom@florahealth.com you need further assistance.

I've referred several friends but haven't received any points for it. Is there something else I need to do?

Referred friends must be first-time customers for both of you to receive the referral rewards. In addition, the referral must be initiated through our rewards referral box on your personal rewards page or through the use of your unique referral link also found there.

Points will be added to your account as soon as your friend completes their first purchase on our website.

When this happens, you will receive an email letting you know that one of your referrals made a purchase using your code and that a reward was added to your account. You can also check your ‘Rewards History’ to see a list of any points that you have received for referrals.

How can I get a birthday reward?

Add your birthday under ways to earn points on https://www.florahealth.com/pages/rewards. On your birthday we will send you a special discount code via email valid for 30 days from the date of your b-day!

Your birthday code is non-transferable and may not be sold or assigned to anyone else. If we feel someone is trying to manipulate the program, we reserve the right to terminate your account at our discretion.

I signed up for the Birthday Bonus but I didn't receive it.

Happy Birthday! We’re so glad that you have chosen to celebrate with us through our rewards program. In order for you to receive your birthday bonus on your birthday, you must register your birthday at least 30 days prior to your birthday.

If your birthday falls between the day that you registered and the 30-day waiting period afterward, you will receive your birthday bonus 30 days after your registration. This delay is only applicable for the first year that you signed up.

All successive birthday bonuses will be emailed to you on your birthday. If you register your birthday through your rewards account any time after it has passed in the current calendar year, rewards will not be added to your account until the day of your birthday in the following year.

If it has been more than 30 days since you registered for your birthday reward and you still have not received the additional points in your account, please contact customerservice.ecom@florahealth.com and we will be happy to assist you.

How do I redeem my rewards at checkout?

To redeem your points in checkout, use the dropdown menu on the checkout page directly above your cart subtotal to choose the amount you would like to apply, then click the "APPLY" button.

To redeem a reward, your subtotal must be greater than the reward you are applying. For instance, you can apply a $5 reward (but not a $10 one) to an $8 purchase. Rewards cannot be applied to shipping and taxes. Any remaining balance will need to be paid with your preferred payment method.