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Frequently Asked Questions

Shipping & Returns

  • What’s your return policy?
    • You may return unopened bottles of SFI Health products for any reason for a full refund within 30 days of purchase. Please email customer service prior to returning a product. Please note, however, probiotics may not be returned.
  • What is standard shipping?
    • Orders that are placed before noon PST are processed the same day and should arrive in approximately 2-3 business days. Probiotics that require refrigeration are shipped with a cold pack and ship Monday – Wednesday.
  • Can I get overnight shipping?
    • Unfortunately, we do not offer overnight shipping. Standard shipping is 2-day ground or 2-day overnight depending upon your location.
  • Do you offer same day pick up?
    • Yes! If your order is placed before noon PST, it will be available that day for pick up at our manufacturing facilities located at 795 Trademark, Reno, NV 89521. If your normal shipping delivery address is outside of the West Coast, you will not be offered a same day “will call” option unless you put in our office address (795 Trademark Drive, Reno, NV 89521) which will then trigger a local and free pick- up option.  Will call hours are Monday – Friday 7:30 – 4 pm PST.
  • I understand that some of your products say “refrigeration required.” What does that mean?
    • We ship probiotics with a cold pack to give the product a slow cool down cycle. Probiotics are live micro-organisms which offer their health benefit when ingested in their active forms. As with other food item like meat, vegetables, fruits, etc., the probiotics DO NOT spoil or go bad when exposed to heat. Shipping in cold chain and storing in the refrigerator helps preserve these active microbes for maximum health benefits and to maintain potency through the expiration date on the bottle.
    • “Cold chain” products are only shipped Monday-Wednesday via 2-day shipping to ensure it arrives safely at your door. The cut-off time for ordering on Wednesday is 12 noon PST.
  • If the cold pack is melted, is it still safe to use?
    • Virtually all of our probiotics can withstand 3-5 days without being refrigerated. We recommend that you put your unopened bottles into the refrigerator as soon as possible and wait to open until they cool back down. In addition, our products are produced with an overage of probiotics that will compensate for any loss that may occur during transit.
  • Do you ship internationally?
    • We are only able to accommodate international shipping orders if you have an authorization code from your healthcare provider. Otherwise, you’ll need to work with an international distributor. Please consult our international shipping policy for more information.

Orders

  • Can I make changes to an order I already placed?
    • Unfortunately, once an order is submitted, there is no way to update them. If, upon receipt of the order, you have ordered it in error, please contact customer service about returning the product.
  • What do I do if I never received my order?
    • Please email customer service for more details. We stand behind our products and will do everything to make it right.
  • How can I track my order?
    • You can easily track your order by going to the “my account” page as well as clicking the “track order” email you receive once your order has shipped.
  • I received the wrong product, what should I do?
    • Sometimes mistakes happen and we will gladly make it right. Please email customer service how to return a product at our shipping expense.
  • I just need to talk to customer service, what do I do?
    • Our customer service (customerserviceusa@sfihealth.com)department is located at our corporate headquarters and manufacturing facility in Reno, Nevada. Customer service is available Monday – Friday for live answering questions. Please call 888-488-2488. Monday – Friday 7:30 am – 4:00 pm PST.

Products

  • Why are some products delivered with a cold pack?
    • Probiotics are live micro-organisms which offer their health benefit when ingested in their active forms. As with other food item like meat, vegetables, fruits, etc., the probiotics DO NOT spoil or go bad when exposed to heat. Shipping in cold chain and storing in the refrigerator helps preserve these active microbes for maximum health benefits and to maintain potency through the expiration date on the bottle.
    • The ice pack will most likely be melted and the bottle is warm or hot, we recommend that you put the unopened bottles in your refrigerator as soon as possible. Most of our probiotics can withstand being out of the refrigerator 3-5 days.
  • If the cold pack is melted, is it still safe to use?
    • Virtually all of our probiotics can withstand 3-5 days without being refrigerated. We recommend that you put your unopened bottles into the refrigerator as soon as possible and wait to open until they cool back down. In addition, our products are produced with an overage of probiotics that will compensate for any loss that may occur during transit.
  • I accidentally left my probiotic on the counter overnight, is it still safe to use?
    • There is nothing in the product to spoil or go bad. Although the probiotics require refrigeration for storage to maintain potency through the expiration date, they are very stable for brief periods of time without refrigeration. Just put the unopened bottles in the refrigerator and get them cold again before you open them, and they will be perfectly fine.
  • I’d feel more comfortable buying your product from a different retailer, where else are your products sold?
    • We understand; many of our products are sold online on Amazon, Kroger and Walmart.com. Additionally, a limited number our products are sold in CVS retail stores nationwide. It is suggested you call the store to verify availability
  • I’m confused as to which product to order, can customer service help?
    • Regrettably, we don’t offer product recommendations and instead request that you speak to your healthcare provider.
  • I have a corn and soy allergy; is it safe for me to order your products?
    • We cannot guarantee that our facility is allergen-free. Our products are made in a facility that does manufacture other products that could contain other allergens. Equipment is cleaned after each run according to GMP procedure to avoid cross-contamination.
    • The label declares the allergens it contains. Please pull up the product description page so that you can carefully see all ingredients. Shortly, you’ll also be able to scan the QR code on the label which will instantly direct you to the ingredient label.
  • Can I take my probiotics with my antibiotics?
    • We recommend consuming probiotics at least 1-2 hours before or after taking your antibiotic. Yeast probiotics such as Saccharomyces boulardii are an exception, as they are not affected by antibiotics.
  • The label recommends that I take the supplement “on an empty stomach” or “between meals”, what does that mean? 
    • It means you should consume the supplement at least 1-2 hours before or after eating.

Promotions & Discounts

  • I have a discount code, but it’s not working; what should I do?
    • We understand how frustrating that might be. Please double-check the expiration date and the code. Refresh your browser cache and try again. If issue persists reach out to our customer service department for assistance.
  • Can I stack discount codes?
    • We only allow one promotional code per order. If you are a Healthcare Practitioner, you already receive special pricing from us and will always receive the best discount offered.
  • I just bought your product and it is now on sale; do you price match?
    • No, we do not price match.  We do, however, send advance notice of our upcoming sales and promotions via our emails. Please sign up for email here.

My Account (tech)

  • How do I get a new password?
    • It’s easy. Please follow these steps:
      • From the home screen, please click on “Sign in”
      • Then, click on” Forgot your password?”
      • Please enter your email and click the “Reset my Password” link
      • A link to reset your password will be sent to the email provided
  • Do I have to register to buy?
    • Not at all! You are welcome to check out as a “Guest.” However, if you register with us, you will receive special promotions, discounts, and information/ research about cognitive, microbiome, and wellbeing products.
    • If you register for an account, you will receive notifications of special promotions and sales.
  • How can I change my “ship to” address?
    • At checkout click on “Add a new shipping address”
    • Enter your new shipping address
  • Can I change my billing address?
    • Yes, you can. Please follow these steps:
      • Add your existing Credit card again by clicking on “Add credit card”
      • Enter the details of the Credit card
      • Click on “Add a new billing address”
      • Enter the new billing address
      • Click on “Add card”
  • I want to change my credit card info; how do I do that?
    • Add your credit card again by clicking on “Add credit card”
    • Enter the details of the credit card
    • Click on “Add a new billing address”
    • Enter the new billing address
    • Click on “Add card”
  • I’m having trouble logging in; how do I get help?
    • If you are signed into multiple devices, please click on your name, and sign out
    • Refresh your browser to clear cache
    • Try again to login
  • I’m getting your emails; how do I change or cancel my email settings?
    • In “My account” page, you have the choice of editing your email settings
    • Please note that we send notifications of special promotions and sales via email. We also share the latest information and research in the cognitive, microbiome, and wellbeing areas through email.

HCP Questions

  • I’m a healthcare practitioner, do I have to register?
    • If you are re-selling our product and want to offer them to your patients, we recommend that you register here.
  • I resell products as a practitioner, what documents do I need in order to confirm my account?
    • We need your medical license, certifications, or other approved documentation. If you have a resale permit, you may also upload that document to avoid paying sales tax.
  • I have technical questions on a product, can I email them to customer service?
    • Yes, you can email customer service for technical questions. They will be forwarded to the appropriate person to provide a response.
  • I see that products are on sale; can I also get the sale price? Or, can I stack coupons?
    • If there is ever a special promotion, we will apply one code to your order that delivers the lowest possible price.

Company

  • What happened to Klaire Labs?
    • Klaire Labs® is Now SFI Health. In fact, Klaire Labs® been a part of SFI Health since 2013. All products known and trusted from Klaire Labs® remain the same high-quality formulas our customers have come to know and trust. Our companywide rebrand to SFI Health allows us to bring more research, product innovation, and services to better suit the needs of you, our customers. To learn more about the history of our formulations and our founder, Claire Farr, please visit this page.
  • Who is SFI?
    • SFI Health is a global, natural healthcare company. We passionately develop world class solutions for complex health problems in the areas of microbiome and cognitive health so that healthcare professionals and consumers can navigate their way to wellbeing.