FREQUENTLY ASKED QUESTIONS:
If your inquiries aren't answered here, feel free to contact us anytime:
Warehouse and Offices: 3505 Highway 6, Nelson BC, V1L 6Z4, CANADA (not mailing)
Phone: 250-505-2272 Fax: 250-505-2274 Email firstname.lastname@example.org
Mailing Address: Organic Matters, P.O. Box 1221, Nelson BC, V1L 6H3, CANADA
Opening Hours: Monday to Friday 10:00am - 5:30pm CLOSED Saturday, Sunday and holidays
How do you protect the integrity, safety, and quality of your products?
All purchasers at Organic Matters hold the highest standards when it comes to product quality and supplier integrity. We take the time to get to know our suppliers to assure integrity in all aspects of trading and value our long term relations.
We are a third party certified organic facility and you can trust that any product we offer as organic is actually sourced from a verified certified organic farm and has been grown, harvested as well as manufactured according to US/Canadian organic standards. All organic products listed on our website must be submitted and approved by ProCert prior to purchase and sale. We are inspected, audited, and invest a lot of effort every year to upkeep and maintain the integrity of our products. After many years of working with suppliers, certifiers, and growers, we know that the organic label goes far beyond what most people expect it to mean and has confirmed the importance of certification and deepened our commitment and trust in organic food (Why organic?)
Our mission at OM is always to source the highest quality ingredients and offer them to you at affordable prices. We want to support your efforts in feeding yourself and your family with real food created from pure and simple ingredients, allowing you the possibility to lead a both healthy and affordable lifestyle. We believe that eating organic, whole foods should not be a privilege. As we source products as directly as possible, keep our packaging simple, and rely on the strength of word of mouth for advertising, we can pass down the savings and hope to empower every Canadian to join us to support global organic agriculture and take part in a food revolution! “Eat the change you want to see”
Do I need to set up an account to place an order?
Yes, by creating a simple login, you will be able to access your order history and expedite the online checkout using your predetermined billing and shipping info. Be careful to enter your shipping address correctly as to avoid delays.
I placed an order. When will my package arrive?
Once shipped, delivery time within Canada will typically range from next day to 6 days. Depending on your location and the carrier you've chosen, you will receive tracking info which can be accessed via email notification or through your online account. Before contacting us, please review the information provided by your carrier. You can also refer to our Shipping and Delivery page for more info.
How long will it take to process my order?
If your have placed your order online, please allow 1-2 business days for processing time. The vast majority of our orders are shipped same day if placed before noon. Delays most commonly occur due to address corrections, payment issues, or changes in stock availability and you will be contacted to discuss options. Please allow additional processing time if your order is placed by email or phone.
I forgot an item, can I change my order once I've placed it?
Sorry, once an order has been placed, it is final. In order to maintain the quality and speed of service you expect from Organic Matters, we are not able process additions or changes to orders for any reason. Please carefully look over your order before submitting!
If you forgot something, just place another order. We have no order minimum but please note that orders under $50.00 may incurr a handling fee.
Why don't you offer free shipping?
We get it, free shipping sounds great but is there really such a thing? All costs need to be absorbed somewhere and this usually translates into higher product prices for the consumer. If someone offers "free" shipping that means they most likely could have sold you the product cheaper.
We have sourced the best rates possible and pass them along to you without any additional charges, fees, or handling cost. We feel it is important to stay true to our mission of keeping the cost of organic ingredients as affordable as possible.
Note: if you ever find a better deal (including shipping), feel free to let us know and we're happy to price match! (Proof of valid offer must be provided)
What does shipping cost?
Shipping is calculated by the weight of the order and your postal information. You can easily and quickly get quotes for orders up to around 500lbs online. Sometimes adding another 10-20lbs doesn't actually increase shipping costs all too much - finding that perfect order weight can be well worth it! Try adding and subtracting items to the cart and re-fetching a quote.
How long will it take to get to me?
On average, most orders will take about 2-7 business days and some only take 1 day. If you live in a "beyond destination" zone (..and you probably know if you are), your order may take a few extra days. You can always use the tracking number we provide or feel free to contact us if you require additional info.
How does it get shipped?
We ship using Canada Post, Purolator, Greyhound, Ace Courier, and other LTL freight options. If you would like to use your own shipping account or would like to arrange for your own carrier pick-up - give us a call or specify in your order comments.
- We do not mark up your shipping cost and always strive to find the most affordable rates
- All prepaid parcels will ship either via Canada Post or Purolator and Greyhound upon request and if applicable.
- For pallet size orders (typically 500lbs or more) ship via freight carrier. Please do not prepay online.
- Orders shipped within Western Canada are typically received within 1-4 days
- Paid orders are processed within the same business day.
- Organic Matters is not responsible for shipping delays once orders leave our warehouse.
*For safety reasons, we ship our liquids (typically sold in glass containers) in food-safe HDPE plastic containers.
I have not received my tracking information yet, what should I do?
Tracking info can sometimes take up to 48 hours to update. If you have not received your tracking info after 24 hours, please contact us at email@example.com with your order number.
I received my order but an item is missing! What should I do?
Before contacting us, please thoroughly look through all the boxes you received. Check any empty jars/buckets, double check your invoice to make sure that the item is listed, and check the carrier tracking info to see if your order is multi-parcel where one of them could be delayed. Still not there? Please contact us with your order # as well as the name and quantity of the product which is missing from your order. In case the item was not included in your order due to the product being out of stock at the time of shipment, a credit will be issued to your account. If the item was missed due to to human error during the picking and packing of your shipment, you will have the option to choose between a credit to your account or we can send a replacement item out if available.
I received my order but an item is the wrong quantity or kind! What should I do?
Please send us an email referencing your order number and an attached picture of the product + label. From there we can issue an exchange/return/credit. Do not return items COD.
I contacted you via email/phone, when should I expect a response?
We aim to respond to all inquires within 24 - 48 hours. We are closed on weekends and statutory holidays.
Do you accept returns?
Your satisfaction with our products is of utmost importance to us! Any unopened and unused products may be returned within 14 days. For health reasons, any opened products are not returnable. Upon arrival of the returned products, a refund will be issued for the cost of the products (not including any shipping charges). Before returning any products, please review our "Returns and Quality Control" page.
I am a retailer/food manufacturer, do you offer wholesale accounts?
We appreciate and value our business account relationships and always strive to offer the best quality and pricing in order to meet your company's needs. If the products listed on our website are not meeting your requirements, please contact us at firstname.lastname@example.org
Please include a brief description of your business and a list of the products/quantities you're interested in.
Do you have a COA (Certificate Of Analysis) or Spec Sheet available?
We obtain COAs and/or spec sheets for most of our products through our suppliers. Since we currently do not conduct our own lab retesting to verify their information, we cannot offer any guarantees in regards to accuracy in this regard. Upon your request, we can provide you with COAs for most products for an additional $10.00 per product. For the highest level of assurance, it is always advisable to obtain your own independent lab tests, especially if you are reselling products that you are manufacturing.
What are the expiration dates for your products?
All our products are sourced as fresh as possible (usually from the latest harvest) and we have a fairly rapid product turnover rate assuring optimal quality. We keep temperature sensitive products (such as hemp oil, miso, bee pollen, pine nuts, etc) refrigerated until they are shipped or picked up.
When stored correctly (cool, dry, dark, and airtight), most whole foods (ie grain kernel, whole legume, whole dried fruit, etc) have at least a minimum shelf life of 2-3 years from purchasing date. Processed products (ground, flaked, cut, etc) are a bit more subject to oxidation and will be fine for about 1-2 years from purchasing date under optimal storage conditions.
Are all of your products GMO free?
Yes, ProCert Canada certified organic always assures that it is GMO free!
Are your products gluten free?
Even though we carry many gluten free products, we are not a gluten free facility. We do not test or rate the gluten content of any of our many products and therefore cannot guarantee that they are gluten free. This being said, we have developed strict standard operating procedures in order to avoid cross contamination during our packaging process and those who are just trying to avoid gluten in their diet, should have no issue with our products.However, we recommend that if you are extremely sensitive to gluten, you only purchase products from a certified facility.
Do you ever offer giveaways?
Yes, we frequently run official giveaways on our Facebook page. You can like our page to stay up to date with product updates, giveaways, and recipes we love.
Do you ship outside of Canada?
We do not ship outside of Canada at this time. USA shipping is in the plans though, so please check back!