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".

 

Terms of Use

 

 

This privacy policy has been compiled to better serve those who are concerned with how their 'Personally identifiable information' (PII) is being used online. PII, as used in US privacy law and information security, is information that can be used on its own or with other information to identify, contact, or locate a single person, or to identify an individual in context. Please read our privacy policy carefully to get a clear understanding of how we collect, use, protect or otherwise handle your Personally Identifiable Information in accordance with our website.
What personal information do we collect from the people that visit our blog, website or app?
When ordering or registering on our site, as appropriate, you may be asked to enter your name, email address, mailing address, phone number, credit card information or other details to help you with your experience.

 

When do we collect information?
We collect information from you when you place an order or enter information on our site.

 

How do we use your information?
We may use the information we collect from you when you register, make a purchase, sign up for our newsletter, respond to a survey or marketing communication, surf the website, or use certain other site features in the following ways:
• To quickly process your transactions.

 

How do we protect visitor information?
Our website is scanned on a regular basis for security holes and known vulnerabilities in order to make your visit to our site as safe as possible.
We use regular Malware Scanning.
Your personal information is contained behind secured networks and is only accessible by a limited number of persons who have special access rights to such systems, and are required to keep the information confidential. In addition, all sensitive/credit information you supply is encrypted via Secure Socket Layer (SSL) technology.

 

We implement a variety of security measures when a user places an order enters, submits, or accesses their information to maintain the safety of your personal information.

 

All transactions are processed through a gateway provider and are not stored or processed on our servers.

 

Do we use 'cookies'?

 

Yes. Cookies are small files that a site or its service provider transfers to your computer's hard drive through your Web browser (if you allow) that enables the site's or service provider's systems to recognize your browser and capture and remember certain information. For instance, we use cookies to help us remember and process the items in your shopping cart. They are also used to help us understand your preferences based on previous or current site activity, which enables us to provide you with improved services. We also use cookies to help us compile aggregate data about site traffic and site interaction so that we can offer better site experiences and tools in the future.

We use cookies to:
• Help remember and process the items in the shopping cart.

You can choose to have your computer warn you each time a cookie is being sent, or you can choose to turn off all cookies. You do this through your browser (like Internet Explorer) settings. Each browser is a little different, so look at your browser's Help menu to learn the correct way to modify your cookies.

 

If you disable cookies off, some features will be disabled It won't affect the users experience that make your site experience more efficient and some of our services will not function properly.

 

However, you can still place orders .

 

Third Party Disclosure

 

We do not sell, trade, or otherwise transfer to outside parties your personally identifiable information.

 

Third party links

 

Occasionally, at our discretion, we may include or offer third party products or services on our website. These third party sites have separate and independent privacy policies. We therefore have no responsibility or liability for the content and activities of these linked sites. Nonetheless, we seek to protect the integrity of our site and welcome any feedback about these sites.

 

Google

 

Google's advertising requirements can be summed up by Google's Advertising Principles. They are put in place to provide a positive experience for users. https://support.google.com/adwordspolicy/answer/1316548?hl=en
We use Google AdSense Advertising on our website.

Google, as a third party vendor, uses cookies to serve ads on our site. Google's use of the DART cookie enables it to serve ads to our users based on their visit to our site and other sites on the Internet. Users may opt out of the use of the DART cookie by visiting the Google ad and content network privacy policy.

We have implemented the following:
• Demographics and Interests Reporting

 

We along with third-party vendors, such as Google use first-party cookies (such as the Google Analytics cookies) and third-party cookies (such as the DoubleClick cookie) or other third-party identifiers together to compile data regarding user interactions with ad impressions, and other ad service functions as they relate to our website.

Opting out:
Users can set preferences for how Google advertises to you using the Google Ad Settings page. Alternatively, you can opt out by visiting the Network Advertising initiative opt out page or permanently using the Google Analytics Opt Out Browser add on.

 

California Online Privacy Protection Act

 

CalOPPA is the first state law in the nation to require commercial websites and online services to post a privacy policy. The law's reach stretches well beyond California to require a person or company in the United States (and conceivably the world) that operates websites collecting personally identifiable information from California consumers to post a conspicuous privacy policy on its website stating exactly the information being collected and those individuals with whom it is being shared, and to comply with this policy. - See more at: http://consumercal.org/california-online-privacy-protection-act-caloppa/...

According to CalOPPA we agree to the following:
Users can visit our site anonymously
Once this privacy policy is created, we will add a link to it on our home page, or as a minimum on the first significant page after entering our website.
Our Privacy Policy link includes the word 'Privacy', and can be easily be found on the page specified above.

Users will be notified of any privacy policy changes:
• On our Privacy Policy Page
Users are able to change their personal information:
• By logging in to their account

How does our site handle do not track signals?
We honor do not track signals and do not track, plant cookies, or use advertising when a Do Not Track (DNT) browser mechanism is in place.

Does our site allow third party behavioral tracking?
It's also important to note that we do not allow third party behavioral tracking

 

COPPA (Children Online Privacy Protection Act)

 

When it comes to the collection of personal information from children under 13, the Children's Online Privacy Protection Act (COPPA) puts parents in control. The Federal Trade Commission, the nation's consumer protection agency, enforces the COPPA Rule, which spells out what operators of websites and online services must do to protect children's privacy and safety online.
We do not specifically market to children under 13.

 

Fair Information Practices

 

The Fair Information Practices Principles form the backbone of privacy law in the United States and the concepts they include have played a significant role in the development of data protection laws around the globe. Understanding the Fair Information Practice Principles and how they should be implemented is critical to comply with the various privacy laws that protect personal information.
In order to be in line with Fair Information Practices we will take the following responsive action, should a data breach occur:
We will notify the users via email
• Within 7 business days

We also agree to the individual redress principle, which requires that individuals have a right to pursue legally enforceable rights against data collectors and processors who fail to adhere to the law. This principle requires not only that individuals have enforceable rights against data users, but also that individuals have recourse to courts or a government agency to investigate and/or prosecute non-compliance by data processors.

 

CAN SPAM Act

 

The CAN-SPAM Act is a law that sets the rules for commercial email, establishes requirements for commercial messages, gives recipients the right to have emails stopped from being sent to them, and spells out tough penalties for violations.
We collect your email address in order to:

To be in accordance with CANSPAM we agree to the following:

If at any time you would like to unsubscribe from receiving future emails, you can email us at

and we will promptly remove you from ALL correspondence.

 

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