Frequently Asked Questions
Click to jump to:
- Contact Information
- Account Information
- Shipping & Delivery
- Returns & Exchanges
- Wholesale, Retail & Supply
- Become a Brand Ambassador
- General Product Information
- Our Certifications
- Allergies & Excipients
- Storage & Shelf Life
- Proposition 65
Q. What are your hours of operation?
A. Our offices are open from 9:00 a.m. to 5:00 p.m. EST, Monday through Friday. We are closed on Canadian holidays.
Q. Where can I purchase Organic Traditions in-store?
A. For a list of retailers across Canada, visit our store locator.
Q. How can I create an account?
A. You can create an account at any time by going to the Create Account page.
Q. Do I need an email to create an account?
A. Yes. In order to create an online account, you need to provide an email address. This email address will serve you in a number of ways, from faster checkouts and order tracking to receiving updates and information about your order.
Q. What do I do if I forget my password?
A. If at any time you have forgotten your password, simply click on “Forgot Password” under the login box. Once you have submitted the email linked to your account, you will receive an email with a temporary password. Be sure to check your spam or junk mailbox as sometimes emails are redirected.
If you do not receive an email within an hour, please contact our customer service team via email and include the email that you used to set up your account.
Q. Do I need an account to place an order?
A. No. It is not necessary to have an account in order to place an order. However, we do recommend creating an account because it offers a number of benefits including faster future checkouts, multiple address storage and a wishlist!
Q. Where and how can I purchase your products?
A. You can purchase our superfoods directly on our website. To order online click on the add to cart option below every product. This will add the product to your basket. You can then click on the basket to checkout and complete the payment process. Once your order is complete you will receive an email confirming your purchase and payment.
Q. Can we buy directly at your office?
A. No. We are not able to handle transactions at our office. All purchases of Organic Traditions products must be placed online or through one of our retailers.
Q. What payment methods do you accept?
A. We accept Visa, Mastercard, American Express, Apple Pay, Google Pay, and Shopify Pay as methods of payment. Currently, we unfortunately cannot process Visa Debit as a method of payment.
Q. Can I place a backorder on out of stock products?
A. Currently, we don’t have a backorder system in place. However, you can inquire about the ETA of products or place yourself on priority mail for when we receive products, in which case we will reach out to you with information on it. You can do this by calling us at 1-800-304-1497.
Q. Can I modify my order after placing it online?
A. No. Unfortunately once your order has been placed, changes and modifications are currently not possible.
Q. Do you offer discount codes or coupons?
A. We do offer discount codes and coupons from time to time. To be notified when promotions or discounts are available, subscribe to our newsletter.
Q. How do I redeem an active promo code or coupon?
A. In order to redeem an active promo code or coupon, add items to your online shopping cart and proceed to edit and view your cart. Under the summary of your order, there is a field in which to apply your discount code. Enter your discount code and click “Apply Discount”. Discount and promo codes are case sensitive. Please ensure that you are entering the code exactly as it appears.
Q. How is sales tax calculated?
A. Our sales and taxes are calculated according to Federal, Provincial and Local government laws and guidelines. These calculations are automatically applied based on the shipping address that you provide when placing your order online.
Q. What currency is the site in?
A. You are currently visiting the Canadian Organic Traditions store and the currency is in Canadian dollars (CAD).
Shipping & Delivery
Q. How long does it take for my order to ship?
A. Typically orders will ship within 48-72 hours from the time the payment is processed. After your order has shipped, it will take between 5 and 10 business days for you to receive it. In the rare case that anything should occur that would interrupt or lengthen this process, you will be contacted by email with the status of your order.
Q. How are shipping costs calculated?
A. Shipping rates are automatically calculated based on Canada Post shipping rates and services. Orders over $75.00 before tax, and after promo and/or discount codes, will receive FREE standard shipping within Canada (Northwest Territories, Nunavut, and Yukon territories excluded).
Q. Do you ship internationally?
A. We currently do not ship overseas. However, we do have many global distributors. To find out more about our international distributors and where outside of North America you can purchase our products, feel free to contact us. We are also in the process of launching our European online store which will deliver in Europe as well as internationally. Subscribe to our newsletter to be notified when international shipping becomes available.
Q. Do you ship to multiple addresses?
A. No. At the moment, we are only able to ship your order to one address.
Q. There is an error with my shipping address. How can I fix this?
A. If you have not yet placed your order, you can change your shipping address by going to your account settings and editing your shipping information. If you have already placed your order prior to realizing the error, please email or call our customer service team immediately (within 24hrs of placing your order) and include your name, order number and correct mailing address.
Q. Can I ship to a P.O. Box?
A. Unfortunately at this time, we cannot ship to P.O Boxes within Canada.
Q. Can orders placed online be picked up at your office?
A. No. Our office is not set up to serve pickup orders. All orders will be shipped.
Q. How do I track my order?
A. We will email you with your shipping details once the order is processed and is on its way. If you do not receive your tracking information, please call us and our Customer Service team will be glad to help you.
Q. The status of my order says that my package has been delivered but I haven’t received it yet. What does this mean?
A. Often packages may be scanned as delivered prior to them reaching your door. If the status of your order states that it has been delivered but you have not received your package within 24 hours, there are a few things you can do:
- Look for a notice of attempted delivery. If someone attempted to deliver your package but was unsuccessful, there should be a notice in your mailbox or on your front door.
- Check your community mailbox. Sometimes the driver will leave your package in your community mailbox rather than your front door.
- Check around the delivery location. Rather than leaving your package out in the open, delivery services often leave packages in safe, hidden places to prevent theft.
- Check with family and/or household members to see if someone else has accepted your delivery.
If you have still unsuccessfully received your package, please contact us at email@example.com with your order and tracking number. We will open a case with the shipping company in order to rectify the situation and prevent further occurrences.
Returns & Exchanges
Q. Can I exchange or return my purchase?
A. At Organic Traditions customer happiness and satisfaction is our priority. We try our very best to ensure that you are pleased with your purchases, however, we understand that this may not always be the case. If you have received a product that you believe does not fulfill our standards or is defective and/or tampered with, please contact our Customer Service team and include your phone number along with your email information. One of our Customer Service representatives will get back to you as soon as possible and we will do our very best to rectify the situation and improve our service.
Wholesale, Retail & Supply
Q. How can I partner with Organic Traditions as a supplier?
A. We share a strong bond with our suppliers and believe there is always room for growth. If you're a supplier looking to become a part of the Organic Traditions family, please email us with your company details at firstname.lastname@example.org.
Q. How can I become an authorized retailer?
A. To become an authorized retailer please contact us and tell us about yourself!
Become a Brand Ambassador
We are always looking to grow the Organic Traditions family and would love for you to become a part of it. If you are passionate about living organic and are interested in becoming a brand ambassador, please contact us at email@example.com.
General Product Information
Q. Do you sell bulk products?
A. No, currently we do not sell bulk products online.
Q. Is your packaging recyclable?
A. The simple answer is no. Although Organic Traditions is sensitive to environmental issues, in order for us to ensure that we are providing you with the highest quality superfoods, our packaging also follows this theme. Our current packaging provides you with products that are able to maintain their nutrients, flavour and overall quality. The facilities that are able to recycle our products are extremely limited, this being due to the a number of other processes and stipulations. We are always looking for more ways to lower our carbon footprint and increase our environmental consciousness, therefore, we hope to have recyclable packaging in the near future.
Q. What is the best before date printed on the bags?
A. Our best before dates read as follows: year-month-day
Q. Why does my product differ from my last order?
A. Our superfoods are minimally processed and certified Organic. Because of this, there can be a slight variance in appearance, color, scent and flavour. If you feel as though your products are not up to our standards please call our Customer Support team at 1-800-304-1497 (Canadian customers) or email us at firstname.lastname@example.org.
Q. Are your products certified Organic?
A. Yes. All of our products, unless stated otherwise, are certified organic by Ecocert Canada (in Canada), USDA Organic (United States) and Austria Bio Guarantee (EU).
Q. Are Organic Traditions products Kosher certified?
A. Yes. Products under the Organic Traditions label are certified Kosher by OU Kosher, the world's leading authority of Kosher certifications. For more information please visit OU Kosher.
Q. Are Organic Traditions products Gluten-free?
A. Yes. All Organic Traditions products are gluten-free. However, Organic Traditions products are NOT certified gluten-free.
Q. Are Organic Traditions superfoods GMO-free?
A. Yes. Organic Traditions ensures that all of our suppliers provide us with non-GMO certified ingredients. We only deal with the highest quality producers who regulate their products according to our high quality standards and GMO free practices.
Q. Are Organic Traditions superfoods sulfite free?
A. Yes. All of our superfoods are free of sulfates and preservatives. Regulations do not permit the use of sulfites in organic certified products.
Q. Are Organic Traditions products HACCP certified?
A. Yes. Organic Traditions is HACCP certified. HACCP stands for Hazard Analysis Critical Control Points. It is a scientific process control system for identifying and preventing biological, chemical and physical hazards in food production and distribution process.
Q. Are Organic Traditions products vegan?
A. Yes. All of Organic Traditions products are vegan!
Allergens & Excipients
Q. How do you handle allergens in your facility?
A. All of our products are packed onsite at our own facilities. We do not source or offer any products that contain peanuts, gluten, soy, dairy or corn. We ensure the highest standards are followed and enforced in order to keep our facilities free of these allergens. Our facilities DO process almonds, cashews and hazelnuts.
Q. Do your products contain excipients, sulfites or artificial sweeteners?
A. Organic Traditions superfoods are free of any excipients and artificial sweeteners. Some of our superfoods do contain sulfites, however these are naturally occuring sulfites in superfoods such as goji berries and other dried fruit. At Organic Traditions none of our superfoods contain added sulfites. If you have an allergy or are sensitive to sulfites, make sure to check with the packaging or feel free to send us an email.
Q. Are your foods peanut free?
A. We do not source or offer any products that contain peanuts. We also take the right measures to prevent any contamination with other nuts (cashews, almonds and hazelnuts) from occurring within our facilities. However, we cannot guarantee that traces of peanuts or cross contamination did not occur with our suppliers.
Storage & Shelf Life
Q. What is the shelf life guarantee on your products?
A. Organic Traditions products have a 12-36 month shelf life, depending on the product. However, because our superfoods are certified organic and therefore do not contain any sulfites or preservatives, we recommend using your products sooner. To prolong the shelf life of your superfoods we recommend following the proper storage recommendations as prescribed on the packaging. To find out the shelf life of specific superfoods, check out the back of the packaging for the expiry date stamp.
Q. Should my superfoods be refrigerated?
A. Refrigeration is not required for many of our superfoods. Refrigeration may extend the shelf life of your product, however it is not necessary so long as they are kept in a cool, dry and dark place. For more information on how to store your products, please refer to the back of the packaging.
Q. Are products safe for consumption past their expiry date?
A. Though we dry or freeze-dry our superfoods, over time the potency decreases. Therefore we recommend not consuming them past the date of expiry.
Q. I found a pouch inside of my package. What is this?
A. Some of our products include pouches that serve to absorb oxygen and moisture in the package. These are specifically included in order to maintain freshness and are harmless. Inside these pouches there is either powder/natural zeolite, which absorbs oxygen or silica gel, which absorbs moisture.