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General Questions
What is my order status?
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.
Do you have a physical store / Where are you located?
We do not have an in-person location, and only ship to the convenience of your house ($49 for free shipping!) from our online store!
Can I pick up my order from your warehouse?
We do not offer pickup right now, our apologies.
Where do I leave a review?
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!
What coupon codes do you have?
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!
Why was I charged HST on a food product?
Taxes are charged in accordance with your province / territory, and the applicable tax rates on each product.
What is your phone number?
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!
Why can’t I reach you over the phone?
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!
I cannot log in / reset my password, what should I do?
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.
I have not received my order confirmation, where is it?
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!
Checkout Issues
Is your website secure / Is my credit card safe?
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!
Why is my credit card being declined? There are no issues with my card.
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!
I cannot checkout, why isn’t my order going through?
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!
What do I do if my billing address is different from shipping?
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!
I cannot checkout, can I call and pay over the phone instead?
Please contact our customer support (info@naturamarket.ca) to troubleshoot, as we can only charge your card through the website.
Do you accept pre-paid credit cards? (Vanilla Visa/Mastercard)
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.
Can I use my American (or other non-Canadian) credit card on your website?
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.
Why can't I see the current promotional discount I am trying to take advantage of when I check my cart?
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.
Product Inquiries
One of my items has arrived damaged / is missing! What do I do?
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.
How can I return the product?
Please refer to our Shipping & Returns page (link after Read More).
I received a restock reminder, but the product is still sold out!
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 product has a Red Flag on it. What does it mean / Can you ship outside of ON or QC?
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.
I tried the product and did not like it, what should I do?
Please leave a review with your thoughts on the product on the product page, and refer to Shipping & Returns (link after Read More).
What is the expiry date on your products?
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.
Is my frozen Cauli’flour Foods pizza crust going to arrive spoiled?
No! Your pizza crust is in a BPA-Free, Microwave & Freezer Safe, vacuum sealed inner wrapping, and ingredients are minimal. These will be fine! Please freeze once your order is received and cook as per the instructions.
Will my frozen Siete Tortillas be fine in transit?
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.
Will my order be fine if the temperature outside is below zero?
Yes! All food items are safe after defrosting in the rare event they freeze. However orders are processed with private couriers, in heated vehicles and facilities.
Shipping Inquiries
Who do you ship with?
We ship with Fedex and Canada Post currently.
How long does delivery take / When can I expect my order?
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.
How much does shipping cost?
We offer free shipping over $49, 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.
Do you provide an Xpress shipping option?
Yes - kindly noting that this option has been removed during the ongoing events of COVID-19, while couriers have suspended delivery guarantees.
Do you ship to my Canadian Province or Territory?
We probably do! However please see our Shipping & Returns page for all of our policies and exceptions (link after clicking Read More).
My Tracking Number is not working, is it invalid / Can you send me a new tracking number?
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!
Can FedEx deliver to PO Boxes/Post Offices?
FedEx can only deliver to residential and business locations for us currently. If your order needs to go to a PO box, please pick Canada Post at checkout!
I made a mistake on my shipping address, but my order is shipped, what do I do?
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.
Delivery Inquiries
What happens if I am not at home to receive my order?
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.
Can I have my package left at the Post Office instead of delivered to my house?
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.
My order has not arrived, what should I do?
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.
What if my order was returned to you?
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.
I had this delivered to my work, can you make sure this is delivered within my business hours?
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.
Do you deliver to a PO Box?
Yes we do! Please ensure you select Canada Post at checkout, since FedEx does not deliver to PO boxes for us. Please collect the parcel ASAP upon delivery, to avoid spoilage of any goods, as this would not be covered in our Return Policy.
Can I request a delivery time so I can be home to receive my package?
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!
My FedEx tracking number has been voided! What does this mean?
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 & Product Reviews
How does Natura Cash work?
Natura Cash is earned on select purchases, items, and review invite emails, and can be cashed in as store credit for your next order!
How do I apply Natura Cash to my 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.
Can I be notified when I get Natura Cash?
Yes! Make sure you are signed in, go to My Account and then Natura Cash, to select which notifications you want to receive!
Where can I see my Natura Cash balance?
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.
Does Natura Cash 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.
Review times: My review has been in “Pending” for a few days, what’s going on? When will it be approved?
Reviews are processed by the system, and the time frame depends on volumes. You will receive an email once these are approved.
Why wasn’t my review approved?
Reviews need to follow the guidelines outlined in the original invitation email, or they will not qualify for approval by the system.
My reviews were approved, why did I not get Natura Cash?
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).
