Frequently Asked Questions

General

What are your business hours?

We are open from 8:00 a.m. to 3:00 p.m. - Monday to Friday, and closed on Saturdays, Sundays and Holidays.

How do I receive wholesale prices?

Wholesale prices are available to everyone, on our website. You will notice price breaks with larger quantities. Case prices are wholesale.

Can I come to your warehouse to shop?

No, please make your order ahead of time. We do not have a store.

Can I pick up my order if I’m in the area?

Yes, you are welcome to pick up your order at our warehouse in Naramata, B.C. Your order should be made prior to pick up, as we don't have a retail store with employees to cater to walk-ins. Using the shopping cart method on our website you will be given the option for “pick-up” at the checkout page. Once your order has been placed we will notify when it is ready.

Where are you located?

Naramata, BC, Canada, which is in the Southern Interior of our Province, about an hour drive from Kelowna, and 20 minutes from Penticton.

Ordering

Can I make changes to my order after it has been placed?

Yes, you can. We cannot guarantee this, but we will try our best to accommodate you. Please notify us no later than 1 p.m. on the date of delivery.

How do I send an Email Interac transfer?

Using online banking, this is a form of payment that can be sent directly from your bank account to ours. This is a payment option offered by most banks and credit unions. Please inquire with your bank or credit union for details. If you chose this option as your payment method at “checkout” we will send you the email address, and security question and answer needed for the email transfer.

Do you accept Email Interac Transfer as a form of payment?

Yes, we prefer this form of payment. Small businesses pay huge fees to the banks and credit card companies to process credit card transactions. This will help keep our prices down.

I received my order, but something is wrong. What should I do?

Please call or email us immediately and we will gladly help you out.

How do I know whether you’ve received my order?

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 placed your order via email or 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 one business day please contact us.

Why do you charge a small order fee of $6.50 for orders under $100?

Rather than padding the price of our products, or requiring you to purchase a membership, or have a minimum order requirement we have chosen this option. If possible, we encourage you buy more, less often or as a group with family or friends. This reduces our costs and therefore yours.

I’m having trouble ordering online. What should I do?

Please email us with your name and order number if available, 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 effectively. If you continue to have trouble you are welcome to place your order by email or phone.

How do I place an order?

Please use the “shopping cart” method on our website to place your order if possible. Otherwise you may call or email your order.

Weight: 

-20

Returns

Do you accept returns or exchanges?

Products are guaranteed to be in good condition and will be replaced or a refund given if not. Otherwise you may return items for a refund - less shipping and restocking fee of 10% within 7 days from the delivery date if unopened.

Shipping

I received my order but an item is missing. What should I do?

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.

I placed my order a week ago and it still hasn’t shipped?

Please contact us immediately.

Can orders be shipped expedited or express?

Yes, most orders are shipped expedited, as long as that option is available to your location. Items can be shipped express, but this option has an additional fee. You will notice this option when checking out.

How long will it take to receive my order?

That depends on where you live. Please visit our “shipping information” for estimated delivery times. Once your order has been shipped you will receive tracking information that will provide an estimated date of arrival.

How long will my order take to ship?

Most orders are shipped the same day. We don't have a definite cut off time for same day shipping, although if your order has been placed before 11:30 a.m. it will most likely be shipped that day. We try our best to push out as many orders as we can before the pick-up time, which is usually between 2 and 3 p.m. If you place an order over a weekend or holiday it will most likely be shipped the following business day. Once we have shipped your order, you will receive tracking information directly from the courier.

Weight: 

0

Do you supply tracking information?

Yes, you should receive tracking information automatically once your order has been shipped. If for some reason you do not receive tracking info, please let us know and we will send it to you.

How much is shipping?

Shipping is based on weight to your location. Our shipping calculator will give you an exact quote at checkout, before you have to commit to the order.

Do you ship Internationally?

Yes, we can ship Internationally. Please email us for a quote before placing your order.

Do you ship to the U.S?

Yes, we ship to the U.S. Please use the “shopping cart” method on our website to place you order.

How do I get shipping discounts?

Orders over $1000 receive a discount of 4% off the total ($40 off $1000, $60 off $1500, $80 off $2000, and so on…).

Products

Why do some products have sales tax and what is the tax rate being charged?

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.

Do your products contain sulphites?

No, this is why we are in business, to have and supply simply pure food.

Are your products GMO-free?

Yes

Are your products safe for those with peanut allergies?

Due to the severity of some peanut allergies, we cannot guarantee any of our products to be 100% peanut-free, however none of our products are produced or packaged in the same facility as peanuts.

Are your products kosher?

We only have a few products that are certified kosher. Please inquire about specific products if you don’t notice that detail under the description.

Are your products gluten-free?

Yes, most of our products are gluten-free. There are a few that are not, so please inquire about specific products if you don’t notice that detail under the description. Please note: Nama Shoyu and Tamari contain gluten and Hulless Oats is processed in a facility that also process grains with gluten.

Are your products organic?

Most of our products are certified organic. There are a few that are not certified, but grown wild or as good as certified, so please inquire about specific products if you don’t notice that detail under the description.

Are your products raw?

Most of our products are truly raw. There are a few that are not, so please inquire about specific products if you don’t notice that detail under the description.

Packaging and storage

What's the best way to store my products?

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.

What is your packaging made of?

The bags used for most of our dried products are made with 100% BPA free, non-GMO and food-safe, recyclable plastic. Our liquid products vary from recyclable glass bottles and jars to 100% BPA free, non-GMO and food-safe, recyclable plastic.

Are you stuck? Need help? Call: (250) 496 5215 or Email: sales@realrawfood.com or view FAQ page