One of my items has arrived damaged / is missing! What do I do?
Please reach out to us immediately at email@example.com. 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 firstname.lastname@example.org.
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.