Contact Information / FAQ / Returns
Email Address: sales@realrawfood.com
Phone Number: 250-496-5215
Mailing Address:
Real Raw Food
3995 Partridge Road
Naramata, BC, Canada
V0H 1N1
Pick up orders at our warehouse in Naramata are by appointment only.
Return policies
If for any reason you are unhappy with a product you have purchased (within 7 days from the delivery date), you may return it for a refund - less shipping and handling. If the package has been opened no refund will be given. Please contact us to arrange the shipping details. You will need to have the product(s) packaged well in a box. Please make sure to include your full name and order number in the package. Once we have received the item(s) we will then make arrangements for your refund.
If you received a product you did not order please contact us at your earliest convenience. We will arrange the return or offer to sell you the product with a discount equal to the cost for us to ship it back.
FAQ
Q. Are Real Raw Food products safe for those with peanut allergies?
A. Due to the severity of some peanut allergies, we cannot guarantee any of our products to be truly peanut-free, however none of our products are produced or packaged in the same facility as peanuts.
Q. What's the best way to store my products?
A. Food should always be kept in moth-proof containers. Pantry Moth’s are a major threat. All products containing oil (nuts and seeds) should be refrigerated or frozen. Dried fruit is best kept in a cool, dry place. For longer storage keep the products in air-tight containers.
Q. Why do some products have sales tax and what is the tax rate being charged?
A. Sales tax is applied to any product that the Canadian government classifies as taxable. The tax rate charged depends on the final destination of the order. Please visit the following link at Revenue Canada for a list of tax rates by province.
Q. Do you have wholesale prices?
A. Yes, case size of any product is wholesale.
Q. I'm having trouble ordering online; what should I do?
A. Make sure your account has been activated by clicking a link in an email sent when first setting up your account. Check your postal code to make sure it is correct. If you continue to experience difficulties, please email us containing a description of the problem, the approximate time and the page you were on when it occurred. The more information you can provide, the better chance we have of resolving the problem. While ordering online tends to be the easiest option for most customers, if you are having trouble you are also welcome to place your order by email or phone.
Q. How do I know whether you've received my order?
A. If you order online, you will receive an automatic confirmation email (if this doesn't arrive, please check your junk mail filter first, then contact us). If you order by email phone, we will be in touch within one working day to confirm that your order has been received. If you don't hear from us within three business days, please contact us.
Q. Is it possible to make changes to my order?
A. You are welcome to make changes to your order at any point before shipping.
Q. How do I know how much it will cost to ship my order?
A. There is a shipping calculator on the checkout page. Shipping charges are calculated based on the weight of the order and destination.
Q. I placed my order over a week ago and it still hasn't shipped! What's going on?
A. Call or email us. We may have missed your order or are waiting for a product to fill the order.
Q. I received my order but an item is missing! What should I do?
A. Multi-piece shipments are sometimes separated during transit and missing packages are often delivered the next day. If you don't receive the rest of your order within the next day or two, please contact us and we'll do our best to track it down. If you have received the correct number of boxes and are still missing an item, please contact us right away. Check carefully to make sure it isn’t hiding somewhere in the package.
Q. Will i be notified when my order is shipped?
A. You will get an email from the carrier with a tracking number. You will also get an email from us saying that your order status has been updated to "Completed".
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