Help Center

 

General Questions
What is my order status?
Normally we ship within 1-2 business days. However, we do reserve 3-5 business days to fulfill the order in case a product is out of stock or its shipment is delayed. Please contact us if it has been more than 5 business days and you have not received a shipping notification. For more information please refer to Shipping & Returns
Do you have a physical store / Where are you located?
We do not have a physical store at the moment, but we will keep this in mind for the future! Until then, we hope you will enjoy getting your orders delivered straight to your door. Shipping is free for orders over $49. 
Can I pick up my order from your warehouse?
Sorry, unfortunately we do not provide a pickup option at the moment.
Where do I leave a review?
The Review Section is located at the bottom of every product page just above the website footer. The links we send in the review invitation emails will just take you to the product page. You need to scroll down to the review section and log in to your account if required.
What coupon codes do you have?
We regularly send out information regarding new sales, discounts and coupon codes by email in our newsletter. Please stay tuned, as more are coming! If you haven't subscribed to our newsletter, you can do so at the bottom of our website. Please ensure our emails are marked as Not Spam, so that you don't miss any offers!
Why was I charged HST on a food product?
For detailed information on which items are subject to HST in Ontario, please refer to the link below: https://www.canada.ca/en/revenue-agency/services/forms-publications/publications/4-3/basic-groceries.html  
What is your phone number?
Our phone number is provided in any of our order or shipping confirmation emails and is intended as a support line for existing orders only. If you have a question regarding your order you can leave a voicemail at any time or send us an email to get help. All other inquiries can be sent directly to info@naturamarket.ca and will be returned within a day.
Why can’t I reach you over the phone?
Our phone line is for voicemail only. If you leave a voicemail any time and we will get back to you within a day but most likely within a couple of hours. However, the best way to contact us is via email, at info@naturamarket.ca. For any order related issues please consult Shipping & Returns first.
I cannot log in / reset my password, what should I do?
Please click on Forgot My Password below the login field. Enter your email address. When you receive the password recovery email, please make sure you close all previously opened windows with the log in page before you click the blue Reset Password button, otherwise it may not work.
I have not received my order confirmation, where is it?
Kindly verify the spelling of the email address you used to register your account. If it was misspelled, please contact us and we will help you correct it and resend the order confirmation. However, most likely, your email confirmation has gone to your junk folder. Please check there. If not found, let us know and we will forward the email to you again. Please ensure you mark our emails as “Not Spam”, so that you receive all of our order updates and offers as soon as they become available!
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Checkout Issues
Is your website secure / Is my credit card safe?
Our website is secured with SSL Certificate that provides secure, encrypted communication between our website and internet browsers. We do not store credit card information on our website for security purposes. This is why you have to enter it every time you make a purchase. All transactions are processed by a trusted third party processing company.
Why is my credit card being declined?
The card is not going through due a discrepancy between your billing address and the address your bank has on file for this card. Please make sure you have the correct billing address, which is exactly as it appears on your credit card statement. Please note that you may see a pending amount on your card. It has not been charged twice. The transaction that happened is not an actual charge but a pre-authorization from a failed payment attempt due to incorrect billing address. This is out of our control, but don’t worry! It will automatically drop within 3-5 business days, depending on your bank. 
I cannot checkout, why isn’t my order going through?
It sounds like the billing address you entered might be incorrect. It has to match the address showing on your credit card statement. When you are on the payment page, make sure to click on "Uncheck this box if your billing address is different from shipping address" and enter the correct billing information here. If this does not help, the issue must be with the card itself. If this does not resolve the issue, please try one of the following: • Try using a different internet browser • Try clearing the cache of the current one  • Try placing your order from a different device, if you are currently using your mobile phone / tablet If none of these works, please try using a different payment method or PayPal account. If you are still having trouble after trying these options, please contact us at info@naturamarket.ca, and we would be happy to assist you further.
What do I do if my billing address is different from shipping?
When you are on the payment page, make sure to click on "Uncheck this box if your billing address is different from shipping address". It will prompt the fields for the address to drop down, just change it to your correct billing address. Alternatively, you can log in to your account, click on My Account, Address Book and add a new address marking it as your default billing address.
I cannot checkout, can I call and pay over the phone instead?
We are unable to accept a payment over the phone, unfortunately. Please contact our customer support if non of the instructions above helped.
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Product Inquiries
One of my items has arrived damaged / is missing! What do I do?
Please reach out to us immediately at info@naturamarket.ca. To speed things up, please also send us your order number, the name of the item in question, and a clear photo of the damages. Ensure that you do NOT dispose or consume any damaged products before the issue is resolved. We might ask you to send the product back to us for verification with a pre-paid return label. In the case of missing items, we will review scanning / video records of the station in question, to verify if the item has been missed during packing. Please ensure that all damages or missing items are reported to us within 24 hours after delivery of the package. For more info about our policies please see Shipping & Returns.
How can I return the product?
For all questions related to our return policies please see Shipping & Returns.
I received a restock reminder, but the product is still sold out!
We likely found a small quantity in the warehouse, however, as the item is popular, these sold out quickly. Don't worry, we will likely be receiving a larger shipment soon, so they will be coming back in stock!
The product has a Red Flag on it. What does it mean / Can you ship outside of ON or QC?
We cannot, unfortunately, guarantee safe delivery of this product to provinces other than Ontario and Quebec during winter shipping. There is no way to completely protect liquid containing products from the risk of freezing in transit if they get exposed to low temperatures. Please use your discretion if you still wish to order the product, as we would not be able to compensate you in case the product freezes.   
I tried the product and did not like it, what should I do?
We are sorry to hear that you did not like the product. We are aware that not everyone will love everything we offer, but, unfortunately, we do not offer refunds based on customer preferences or taste. Please feel free to leave your feedback by reviewing the product on its page. For full Shipping & Returns policy please click here. We hope you can just pass this product over next time and find excitement in some of the other products we carry.
What is the expiry date on your products?
As per our Shipping / Returns page, our guarantee is 30 days expiry on all goods, except for chips, puffs, cookies and crackers, which will be shipped with no less than 15 days expiry. For our full policy please see Shipping & Returns. If you are not travelling for a while and need the items to be within the expiry date during that time, please place your order closer to the travel date, so that there will not be any issues with expiry dates. If you have already placed an order and realize this may be an issue, please reach out to us at info@naturamarket.ca.
Is my frozen Cauli’flour Foods pizza crust going to arrive spoiled?
Since the ingredient list of this product is kept simple, we suggest storing your crusts safely in the freezer upon arrival. Extreme and fluctuating temperatures will not affect the quality of the fully baked pizza crusts. The vacuum sealed packages that are BPA-Free, Microwave and Freezer Safe will protect the product in transit and it will arrive safe anywhere in Canada.
Will my frozen Siete Tortillas be fine in transit?
The product starts out frozen but will thaw during transit. It is not meant to arrive cold but will arrive in good condition. We ship it in an insulated package with a frozen gel pack to extend its life by an extra day. Please note, tortillas must be either frozen or refrigerated upon arrival. Refrigerated tortillas should be consumed within a week. You may freeze them for much longer shelf life.
Will my order be fine if the temperature outside is below zero?
Most of the times our packages are stored in temperature-controlled facilities with Canada Post. Freezing occurs when the package is left outside for long time (mostly in community boxes or at the door). However, our items are shelf stable and will not get damaged by freezing temperatures, except for mayos and nut milks which may separate. Everything else can be thawed and consumed safely.
I have received an expiring soon product, what should I do?
As per our store policy, we guarantee that no product with less than 30 days remaining before its best before date shall be shipped (2 weeks for cookies, crackers, crisps and chips). The policy has been developed based on industry standard guidelines and is aligned with the guarantees our suppliers provide to us. Should an error occur, and you receive an expired / expiring soon product please email us immediately at info.@naturamarket.ca, so that we can look into the matter.
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Shipping Inquiries
Who do you ship with?
We are partnered with Canada Post, who provides shipping options including Regular, Expedited and Xpress services.
How long does delivery take / When can I expect my order?
Normally we ship within 1-2 business days. However, we do reserve 3-5 business days to fulfill the order in case a product is out of stock or its shipment is delayed. It will also take some time for Canada Post to deliver your order depending on your location. For more information please refer to Shipping & Returns.
How much does shipping cost?
All orders over $49 are eligible for free shipping (except for excluded provinces and territories). Shipping fees for all smaller orders depend on your location and size/weight of the order, which will be charged at checkout along with the rest of your order.
Do you provide an Xpress shipping option?
Yes, we do! You can select Xpress shipping at the checkout for an additional flat fee.
Do you ship to my Canadian Province or Territory?
Likely yes, we do! However, please note that during winter months some items have a Red Flag notice, showing that they are only deliverable safely within ON and QC. These need to be ordered at the customer's own discretion, as we cannot guarantee safe delivery to the other provinces. There are also some items, such as the 1L nut milks, where there is a limit of how many we can ship to a customer at once, due to a risk of damage as well as weight limitations. As well, if you live in a very remote area, we may not be able to fulfill your order due to high shipping costs. For our full Shipping & Returns policy please click here.  
My Tracking Number is not working, is it invalid / Can you send me a new tracking number?
Please allow Canada Post some time to update the information on their website. Normally the status changes within 24 hours after the pickup, once they scan it into their system. The tracking number is not active now as there has been no status change since the parcel was picked up. Please try again later.
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Delivery Inquiries
What happens if I am not at home to receive my order?
Canada Post will either leave the order at your door or take back to the post office and leave a pickup note for you. We have no control over their policies and how exactly your parcel will be handled, unfortunately. If you have a community box, it will most likely be left there. However, it is a customer's responsibility to collect their package timely to avoid lost, stolen or damaged by weather products. Please use the tracking number we will provide once your order ships to see the current status of your delivery.
Can I have my package left at the Post Office instead of delivered to my house?
You can do so by registering an account for Flex delivery with Canada Post at your local post office. They will hold it for pick up at the post office, and will not try to deliver to your home. Without a Flex account, you can also select your delivery preference online on the Canada Post website after your order ships and you receive a tracking number for it. However, in this case you can only choose Do Not Safe Drop, and your order will be taken back to the post office, in case you are not at home to receive it.
My order has not arrived, what should I do?
If it has been less than 3 business days Sometimes order status gets updated ahead of the actual delivery. Please allow Canada Post 3 business days to deliver the order. If you do not receive it by the end of day 3 please let us know and we will open an investigation with Canada Post. If it has been more than 3 business days Please contact us and we will open an investigation with Canada Post regarding your missing order. They will be contacting your soon after we submit a ticket to confirm you have not received the package. Once we hear back from Canada Post, we will re-ship or refund the order.
What if my order was returned to you?
If you order has been returned to us by Canada Post as unclaimed or due to incorrect/incomplete shipping address provided, we normally have to cancel the order and issue a refund less the shipping fees charged to us by Canada Post both ways once it arrives back to us. Should you be willing to receive the products, a new order will have to be placed. Should you see that your package was returned to us, and believe that Canada Post has made an error because the correct shipping address has been provided, please reach out to us at info@naturamarket.ca.
I had this delivered to my work, can you make sure this is delivered within my business hours?
Unfortunately we do not have control over when Canada Post delivers these orders. Please use the tracking number provided in the shipping notification to see what happens with your delivery and, if necessary, make arrangements for the order to be kept safely at your office before you are able to collect it. It is a customer's responsibility to track the package and collect it in a timely manner. Any spoilage of temperature sensitive products resulted due to prolonged pick up time will not be refunded.
Do you deliver to a PO Box?
Yes we do! Just please use your discretion when ordering to a PO Box, as in some rural locations, they are located outside (and not protected from extreme temperatures). In this case the product needs to be picked up ASAP, to avoid any negative temperature effects. It is a customer's responsibility to track the package and pick it up on time from the community box, at the door or Post Office, as Canada Post might deliver the package sooner than ETA and/or leave it at your door. Any spoilage of temperature sensitive products resulted due to prolonged pick up time will not be refunded. Products ordered and delivered to any remote location and affected by extreme weather conditions cannot be refunded.  For full Shipping & Returns policy please click here.  Please keep this in mind when placing your order! 
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