Here are some answers to frequently asked questions (FAQs):
Q1. Do you ship to the U.S.?
Unfortunately, we will not be shipping to the United States at this time. Canada-wide only.
Q2. What Method of Payment do you accept for online orders?
We currently only take credit cards such as AMEX, VISA, MasterCard, Visa Debit or Paypal.
Q3. What do I do if I received an expired, wrong product, or a product arrived in an unsatisfactory condition?
The Natural Food Mart takes such matters very seriously, and we will look into each individual case thoroughly. If you have received a wrong/damaged product please contact customer service within 24 hours of receiving the product so we can take care of the issue in a timely manner. Please do not discard or consume the wrong/damaged product until a resolution has been reached. We may have to retrieve the wrong/damaged/expired product, in which case, we would provide a pre-paid return shipping label. We may also ask for photos of the condition of the products if they arrived damaged for Canada Post/Alternative courier used. To report wrong/damaged product received, please e-mail details and photos (if applicable) to: info@naturalfoodmart.ca
Please note that we only guarantee 30 days shelf life for our products as some of our suppliers only guarantee a 90-day shelf life when the product is received by us. In most cases, our products do arrive with a shelf life of at least half a year. Dried products are usually stable passed the best before date.
Q4. What’s your return policy?
If you are not completely satisfied with your purchase, simply return the unopened product within 14 days. A receipt and the item’s original packaging are required for all returns and exchanges. All products returned must be undamaged and deemed in re-sellable condition by Natural Food Mart. Refunds will be issued in the same method of payment as the original payment. Please note that we will not accept returns on any perishable items (i.e. breads, bagels, wraps, tofu noodles), any product that requires refrigeration or freezing (i.e. cheese, dressing, donuts, cakes, ice cream). Natural Food Mart reserves the right to refuse any return or exchange.
Natural Food Mart does not offer exchange/ refunds for products due to issues with personal preference or taste.
Q5. All Sale and Clearance Items are Final Sale – No Returns. No Exchanges. No Refunds. All perishable items are Final Sale.
All returns related to product concerns or dissatisfaction will require a Return Merchandise Authorization (RMA) from the manufacturer. The customer must provide the original receipt, product, and packaging which clearly indicate LOT# and/or best before date. Full name and contact information must be provided (RMA). Natural Food Mart will contact the manufacturer on behalf of the customer and request a manufacture credit. Please note that the customer contact information may be provided to the manufacturer for further details and product investigation. The refund authorization from the manufacturer may take up to 4 weeks. If a credit has been approved by the manufacturer, the customer will be contacted and a store credit will be issued to the original account used to purchase the product.
Q6. Why has my order not shipped yet?
We try our best to have each and every order processed and shipped out in a timely manner. In the event that there is an issue with the order, the customer will be contacted as soon as possible. The order will be put on hold until we receive further instructions from the customer as to how we should proceed with the order. We will never make any changes or substitutions to any order without the customer’s permission.
For orders placed closer to the end of the week (Thursday/Friday), if your order contains perishable goods, we may hold your order to be shipped out the following Monday. If your order does contain perishable products and you prefer to have your order shipped out immediately, under the comments section please write: [Accepts risk for shipping perishable goods, ship immediately]
Q7. Can I have my parcel left at the door if I am not home?
We will try our best to make any accommodations and forward any delivery instructions to the courier company. If you would like to have the parcel left at the door, please check off “Please Safe Drop/Leave at Door” on the Select Delivery Method page during checkout. If there are any specific instructions, please indicate in the comments section in your order.
Example:
LEAVE AT DOOR IF NOT HOME
LEAVE PARCEL WITH CONCIERGE
PLEASE DELIVER TO SIDE DOOR
BUZZER CODE: XXXX
Please note that if you DO select the Safe Drop option, Natural Food Mart or Canada Post/Alternative courier used will be NOT be taking responsibility for missing parcels. Please see more under Shipping Information.