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How can I order your products?

You can order easily and conveniently by e-mail (, fax (0034 - 943 34 50 43), or mail to our address in Spain.

Can I buy your products without a doctor's prescription?

Yes. Our dietary supplements do not require prescriptions. However, we recommend that you consult your physician or therapist for advice. We shall take no responsibility for self-medication.

Can I buy your products in a pharmacy?

No - Our products can only be purchased directly from us.

Are your products free of common allergens?

Our products are usually free from sugar, starch, yeast, wheat, corn, milk, egg, soy, gluten, alcohol, artificial colors and flavours, and preservatives. More detailed information can be found on the product labels and in the product descriptions.

Are your products gluten-free?

Gluten is a protein which occurs in grains of the grass family, in particular wheat, rye, and barley. Products containing these ingredients may contain gluten. More detailed information can be found on the product labels and in the product descriptions.

I am a vegetarian/vegan. Do you use gelatin of animal origin to make your capsules?

All our capsules are of vegetable origin and consist of plant cellulose and pure water.

The protective layer of the tablets is made from plant cellulose.

The softgels consist of guaranteed BSE-free animal gelatin, glycerin, and pure water.

Is it okay for a child to take your products?

Our products are intended for use by adults (over 12 years). If in doubt, please contact your physician or therapist.

The tablets/capsules/softgels I have received are a slightly different color or have a slightly different odor than what I am used to. Are they okay?

Since the majority of our products are made from natural ingredients (roots, leaves, fruit, etc.), the intensity of their color and odor depends on the exact substances and may vary accordingly. Slight variations in color and odor may thus occur in different batch numbers. If you are still unsure, you are welcome to call us (0034 - 943 34 50 44), or contact us by e-mail (

What should I do if I receive a damaged product?

Please contact us: by phone (0034 - 943 34 50 44), by e-mail (, or by fax (0034 - 943 34 50 43).

Which products should be refrigerated?

Probiotics like Acidophilus Ultra, Femina Flora, Pro-Urgency, Pro-Intensity, Traveler's Pro and Children’sPro should preferably be kept in the fridge to preserve their full potency and maximize their effect - even if still unopened.

Peace Greens should be kept in the refrigerator after opening.

The remaining products should generally be kept cool and dry and out of reach of small children.

I have received a product that should be stored in the refrigerator, but it arrived without cooling package. Can I still take it?

Yes. This product is stable at room temperature (and even at temperatures of up to 30-35 degrees Celsius for a certain period of time) and contains a higher amount of lactobacilli. We can therefore guarantee the condition of the product received will comply with the quantitative and qualitative information on the label, although the amount of lactobacilli may decrease during shipping.

It has been more than five business days since I placed my order and I have not yet received a delivery.

Please contact us by phone (0034 - 943 34 50 44), by e-mail (, or by fax (0034 - 943 34 50 43). Our customer service team will make sure that you receive your order as soon as possible.

Please allow approximately 15 business days for orders submitted by regular mail.

Do your products have an expiration date? I cannot see any indication of this on the purchased product.

The expiration date of our products can usually be found on the bottom of the packaging and is specified as follows: "EXP: month/year." The abbreviation LOT corresponds to the production batch number of the production.

For products in small packages, this information appears on the bottom right of the label.

You will also find the expiration date of the purchased product on the corresponding invoice.

I have lost the original invoice. Can you send me a copy?

Of course! Please contact us by phone (0034 - 943 34 50 44), by e-mail (, or by fax (0034 - 943 34 50 43). We will then send you a copy as soon as possible by e-mail, fax, or mail.

I have received a request for payment for an invoice I have already paid.

We may have received your payment while the request for payment was already on its way. Please send us proof of payment by e-mail ( or fax (0034 - 943 34 50 43) so that we may confirm with our accounting department that your payment has been received.

Your customer service team has informed me that some of the products I ordered are not in stock and therefore not immediately available. I will receive the order as two separate shipments. Do I have to pay shipping and handling costs for both shipments?

No - we pay the shipping costs for the subsequent delivery in order to compensate for the inconvenience caused.

The value of the entire order will be used as the basis for calculating the shipping costs.

For more information, please refer to Section 7. Shipping of our General Terms and Conditions (GTC).

I am a private individual. May I still receive your catalog?

No. Our product information is intended exclusively for professional use. However, all our products, including prices, product descriptions, and ingredients, are listed on our website.

Where are the products manufactured?

The products are made in Canada by New Roots Herbal.

Are the ingredients of your products organic or grown in the wild?

Whenever possible, the manufacturer of the New Roots Europe products, New Roots Herbal in Canada, sources organically grown or wild ingredients. Wild raw materials are used for many of our products.

Where do you source the raw materials used to make your products?

The raw materials used for our almost two hundred products are sourced worldwide. All of our raw materials (regardless of their country of origin) undergo the same rigorous testing procedures to confirm their identity, measure their effectiveness, and ensure that they are free of contaminants such as heavy metals, pesticides, solvent residues, and bacteria.

Do you test the quality of your products?

Offering you a safe, effective, and consistent product is our top priority. All raw materials are tested for identity, purity, and potency. The manufacturer, New Roots Herbal in Canada, exceeds the legal requirements of the Canadian health authority, the GMP (Good Manufacturing Practice) requirements, and the relevant guidelines for pharmaceuticals, and performs most of its quality tests three times to ensure the quality. The company has invested heavily in its own laboratory for research and development, which is equipped with the latest testing facilities and employs nine full-time scientists. More than 375 hours per week are devoted to performing tests and conducting research related to product quality.

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