It looks like you’re viewing the wrong region of our website. Please click here to go the United States version of our website.

Customer Service

Have a question? Need some help? Please contact our friendly Customer Service Experts that will help you with any questions that you may have.

Our team can be reached by phone from Monday-Friday from 9am to 6pm EST

Contact Us

 

Phone:
416-977-3505
Toll Free: 1877-500-7888

Fax:
Toll Free: 1877-500-7999

E-mail:
customerservice@genuinehealth.com

 

Careers:  View our current career opportunities

Mail:
Genuine Health
317 Adelaide St. W.
Suite #501
Toronto, ON Canada
M5V 1P9


Frequently Asked Questions

What exactly is in the natural flavours used in Genuine Health products?

The art of creating natural flavours without the use of allergenic ingredients yet remaining a natural flavour is one perfected over years of study.  In essence, natural compounds are combined to create another taste.  Thousands of natural compounds make up the flavours, colours, odors and even textures of the foods we eat today. Even simple natural flavours like vanilla can be made up of hundreds of compounds, most of which have very strange sounding chemical names, but which are indeed natural.  We can think of it like combining eggs, oil and vinegar to make mayonnaise – all the ingredients are natural, but the resulting product looks and tastes like none of the individual ingredients.

Each flavour (which gives food a particulate taste or smell) or flavour enhancer (which enhances a food’s existing flavours) is composed of several different sub-ingredients which attribute to taste and smell.  As the recipes are proprietary to the flavour houses, the generic term ‘natural flavour’ is used to provide consumers with assurance there is nothing artificial present while not overwhelming them with meaningless compound names.  Before approving the use of any natural flavour (or any ingredient), Genuine Health ensures they meet our stringent quality standards, are derived from natural sources and are free from GMOs and allergens (such as sulfites and MSG). The sub-ingredient and non-medicinal ingredients used to flavour a product (such as citric acid, malic acid, stevia) are declared on product labels under Non-Medicinal Ingredients, by law.  We believe all companies should follow this due diligence in both selection and labeling.

As with all ingredients used by Genuine Health, attestations (legal documents) are gathered from the supplier for proof of testing for the absence of applicable contaminants (such as heavy metals, microbes, GMOs, PCBs, etc.). Further to this we invest in comprehensive 3rd party/independent testing for all products, from the raw material stage through to the finished product.

Q: What is the source of the evaporated coconut palm nectar in greens+ O? Is it sustainable?

It goes way beyond sustainable.  Here is the fantastic background on our palm nectar in greens+ O: Sustainability for our supplier means not only conservation, waste management, limiting energy use and being non-GMO, but also the protection and flourishing of the human communities, specifying no child labour, no excessive hours, safe working conditions and more.  Our supplier operates what they call sustainable supply chains on more than 10 islands across Indonesia’s archipelago of 17,000 islands and atolls. These sustainable supply chains are actually deeply involved in social relationships with individual farmers and community farmer groups. The producers involved become ‘family’, and their needs, hopes and dreams become integral to the overall goals of the program.   Our supplier works with over 4,500 farmers on the island of Java to produce our coconut palm nectar. Palm nectars are the world’s oldest sweeteners with over 6,000 years of history and perhaps nowhere else on earth are these sweeteners integrated so completely into both cuisine and traditional healing.  When they began their work with coconut palm tappers over 6 years ago, the producers were considered some of the most marginalized and poor in the country. Income, education and access to basic services was very low.  Now however things have changed. Our supplier has been directly involved with the creation of farmer organizations, internal control systems and organic certificates for the producers and their product. They oversee a number of small cooperative maintained sugarhouses and directly own and operate a processing facility for ensuring final quality assurance for all final coconut palm nectar products. The sugarhouses are small commercial kitchens, allowing producers to continue the tradition of small batch coconut palm nectar production and at the same time have a product that is clean, free of any contamination, and consistently of the highest quality. The result has been success on many levels not the least of which is a viable living wage for all of the producers, but here are a few other noteworthy metrics of the program.

Other key community points:

• 100% of the money from growing, harvesting and primary processing of this ingredient stays in the local communities and they work directly with international NGO’s in order to maintain transparent, socially equitable supply chains.

• Their sustainable supply chain manages direct producer programs in value added education and practice, market access and small business/cooperative management.

• Through market access and production training, smallholder sugar-tappers have risen well above the poverty line

 


Accessibility

Having trouble ACCESSING our website? Please contact our friendly Customer Service Team that will help you with Accessing the Website and its content.

For a copy of our Accessibility Policy, or questions/feedback around accessibility please contact: customerservice@genuinehealth.com

Please select your language and region
Veuillez choisir votre langue et votre région.