Help Center

We ship your order in 1-2 business days, but it may take 2-3 business days during peak periods and sales, or if we are waiting for an item to arrive.

We do not have an in-person location, and ship to the convenience of your house ($59 for free shipping!) from our online store! We do also offer a pickup option, if you are within the GTA (Select Pickup at checkout, from 7am - 5pm Monday - Friday!)

Yes! If you are in pickup range (the GTA), you can select the Pickup option at checkout! Except for holidays we are open for pickup 7am - 5pm Monday - Friday! You will receive an email once it is ready for pickup.

Please click on the link in the review email received, sign in, and scroll to the bottom of each product page for the review section!

Coupon codes / other sale and promotional offers are sent out often through our newsletter emails, which you can subscribe to at the bottom of our website!

Taxes are charged in accordance with your province / territory, and the applicable tax rates on each product.

You can find our phone number at the bottom of any of your order or shipping info emails, as this is meant for existing customers. It is for voicemails only - our customer satisfaction team cannot make outgoing calls, but will answer by email!

Our customer phone line is for leaving voicemails, which would be answered by email by our customer satisfaction team. However the best way to contact us is via email, at info@naturamarket.ca!

Below the login field, there is a Forget My Password button. After entering your email address, you would receive a password recovery email. Please exit out of all windows before resetting.

Please double check the spelling of the email you used to create the account, or check your junk / spam folder. Otherwise, you can contact customer service at info@naturamarket.ca!

We do not store credit card information on the website, and information is encrypted when going between our website and your internet browser via an SSL Certificate. Purchases are done via Paypal, or with your card through our secure external processing company!

It is likely not being processed due to a mismatch between the billing address you have entered, and the one your bank has on file. It must be an exact match. If there is pending pre-authorizations on your card, but the order did not go through, these will disappear within 5 business days!

The most common issue is the billing address. You should check if your billing address entered matches the one attached to the credit card exactly. Alternatively, click Read More for an exhaustive list of what you can try!

Please uncheck the box on the Payments Page, stating to uncheck if your billing and shipping addresses are different. You will then get a new area to enter your billing address!

Please contact our customer support (info@naturamarket.ca) to troubleshoot, as we can only charge your card through the website.

Since there is no address associated with these cards, they usually will not work. You should attach the cards to your Paypal account, and try purchasing using Paypal.

Since there isn’t an option to enter a non-Canadian country as a billing address, they won’t work directly. Please create a Paypal account, add your non-Canadian credit card, and check out using this option.

Please check that you have added the right amount, brand and flavour of the promotional item, and go to the Review & Payments page to see the discount in more detail. Coupon codes and Natura Cash need to be entered on the View Cart page before proceeding further for payment.

Please check within any packaging materials, and if it is still not found, contact our customer service at info@naturamarket.ca within 24 hours of receiving the order.

Please refer to our  Shipping & Returns page (link after Read More).

The item likely sold out fast because it is very popular, and there were only a few added to inventory. Keep an eye out for another larger restock soon!

The red flag warning means that due to cold temperatures, we can’t promise the safe delivery of this product outside of ON or QC. Please order these at your own discretion, as we wouldn’t be able to refund if freezing occurs.

Please leave a review with your thoughts on the product on the product page, and refer to Shipping & Returns (link after Read More).

We guarantee no less than 30 days for most products, with 15 days guaranteed for snack food items. Items arriving outside of this policy can be sent with your order number and a photo to info@naturamarket.ca.

No! Your bread or pizza crust will be fine! These products are stored frozen for a longer period of time but have to be thawed for consumption. There are safe in transit for up to 10 days. Please freeze right away once your order is received and cook as per the instructions.

The tortillas are packed with a food safe ice pack / insulated bag to extend the shelf life, and will arrive defrosted and in good condition. Please freeze on arrival, or store in your fridge and cook with ASAP.

We ship our orders with third party carriers that are efficient and quick. The choice of carrier depends on your location. Please contact us directly to inquire about the details.

Your order leaves our warehouse within 1-2 business days (3-5 during busy seasons / if we are waiting on a shipment for your order). Once shipped, there are additional delivery times based on where you live.

We offer free shipping over $59, else for orders below, shipping fees are charged by the courier depending on location and weight of shipment. This will be charged during payment of the order.

Yes - kindly noting that this option has been removed during the ongoing events of COVID-19, while couriers have suspended delivery guarantees.

We probably do! However please see our Shipping & Returns page for all of our policies and exceptions (link after clicking Read More).

It was probably just packed. Please give 24 - 28 hours for the parcel to be picked up and scanned into the initial depot, at which point you will see it begin to update!

Yes, we use a carrier that can cooperate with Canada Post and your package can be dropped off at a Post Office to your PO Box. Simply indicate the correct shipping address at checkout.

Please send your order number, as well as full and exact mailing address ASAP to info@naturamarket.ca, and our customer satisfaction team will advise and assist further.

The courier may safe-drop your package, or they will leave a slip indicating the post office / station to pick it up from. All orders should be collected ASAP.

Please create a Flex delivery account with Canada Post, and your parcels will be delivered to the postal office of your choice instead of your home. You can also select Do Not Safe Drop on your tracking number link, once the parcel ships, and it will be brought to the closest Canada Post location.

Please allow the courier up to 3 business days to deliver, as sometimes they mark off deliveries early in error. Please also check around your property for the parcel. If it has still not arrived, please contact our customer service at info@naturamarket.ca with your order number.

Once the order arrives back, we will cancel the order, and process a refund onto your payment method, minus any courier shipping & service fees there and back, as well as restocking, handling fees in the warehouse, and the cost of any spoiled / damaged items.

We are not able to tell the courier what exact time and date to deliver your package, so please ensure you deliver to an address that you have access to easily. If you are not present or business is closed, it may be safe dropped, or a slip left for collection.

Yes, we use a carrier that can cooperate with Canada Post and your package can be dropped off at a Post Office to your PO Box. Simply indicate the correct shipping address at checkout.

We can’t control the exact time and date that the courier delivers. Please keep an eye on your tracking number, it will update with a delivery date once it is near your address! We do also offer a pickup option within the GTA!

It was probably sent with the wrong courier, and a new label was made before shipping. Please contact customer support at info@naturamarket.ca for the updated shipping info!

Natura Cash is earned on select purchases, items, and review invite emails, and can be cashed in as store credit for your next order!

When you are ready to check out, and go into your cart, the box that has your subtotal amount has an option called "Use Natura Cash", there is a small arrow next to that. Click on that and you will see how much Natura Cash you currently have, and a small box below where you can enter in the amount. Please ensure that you enter the amount exactly. If you mistakenly have an amount over what you have in your account, it will not apply to any Natura Cash. Once you enter in the amount of Natura Cash you wish to use for your purchase, click on "Apply" and allow the screen to load. It should show up as a discount under your subtotal.

Yes! Make sure you are signed in, go to My Account and then Natura Cash, to select which notifications you want to receive!

Sign into your Natura Market account, and go to My Account and then Natura Cash, to see your balance, as well as when your credits expire.

If it was issued as a Review credit, these expire within 60 days. If it was issued by customer support for a damaged item, these never expire.

Reviews are processed by the system, and the time frame depends on volumes. You will receive an email once these are approved.

Reviews need to follow the guidelines outlined in the original invitation email, or they will not qualify for approval by the system.

The store credit reward for writing reviews will only be issued for products sent in the original invite email, and will only be issued on the first instance of reviewing the product (not on repeats within the same item).

Yes! If you are in pickup range (the GTA), you can select the Pickup option at checkout! Except for holidays we are open for pickup 7am - 5pm Monday - Friday! You will receive an email once it is ready for pickup.

If you are within the GTA (Greater Toronto Area), there’s an option presented to you at check out under the Shipping section called “Pick up at warehouse” where your order will be prepared at the warehouse and set aside for you to retrieve! Pick up orders typically take 2 hours at the minimum to prepare, or a maximum of 1 business day. You will be notified by our customer service team once your order is ready for pick up!

Our pickup hours are between Monday to Friday: 7am to 5pm. This does not include any holidays/weekends. Our customer service will email you to advise of any closures so you know which days you can pick up your order!

We have recently introduced an In Person Pick Up Loyalty Card Program, wherein you’re able to get a stamp for every order over $25 (after any discounts/coupons/Natura Cash/gift cards used) on a Loyalty Card. This card has 10 stamps that will get stamped each time you pick up a $25+ order at our warehouse. Once you pick up 5 eligible orders, you can redeem the card and get a $10 gift card, and once 5 more eligible orders are picked up, get another $10 gift card. Or, if you complete the full card with all 10 stamps without redeeming the 5th stamp, you get a $25 gift card!

Unfortunately, no. Previous purchases that have been picked up would not be eligible for a stamp. If you do not have your card at the time of pick up, we would not be able to provide a stamp next time, so make sure you don’t forget it when you come to pick up!

If you lose your card, we’ll give you new one, however, any stamps earned on the lost card are not transferrable, and cards are not stackable/mergeable (ie; if you find your old card and it has 3 stamps, and your new card has 2 stamps, they cannot be merged).

Of course! So long as the person has your order information for verification, they can pick it up for you. It would be best to contact our customer service team so that they can advise our warehouse as well just in case! Please note however if they do not have your Loyalty card when they come to pick up your order, we would not be able to provide a stamp retroactively.