Return and refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

We only accept the return of retail 1kg vacuum sealed bags & other products packaged for retail (Cans, jars, etc.). Wholesale bags can not be returned.

To be eligible for a return, your item must be in the same condition that you received it, sealed, and with labels. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at Sales@OnlineOrganics.ca. If your return is accepted, we’ll send you instructions on how and where to send your package. We do not provide return labels or cover return shipping. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at Sales@OnlineOrganics.ca.

 

Unclaimed Packages:

• We will not be held responsible for unclaimed packages.
• If you are not present during delivery your package may be delivered to an alternative location (Post office, pickup location). It is ultimately up to you to follow up and pick up your package. We will do our best to send a reminder email and/or text if we notice you haven't picked up your package.
• All unclaimed packages may be returned to us or destroyed depending on the carrier.
• No credit, exchange or refund will be given for unclaimed packages.

 

Damages & Issues:

• Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
• Please take plenty of photos of damaged boxes before opening them as well as plenty of photos of the damaged product. This will allow a much faster claim with the carrier and ultimately get your refund faster.
• Damage claims have to be received within 48 hours of delivery including photos of the shipping label, box and product. Over this delay we have no recourse for damages claims.

 

Product Spillage:

• Wholesale bags are mostly multilayered paper bags. These bags are designed for wholesale shipping on a pallet. Shipping orders in boxes is something we do for smaller clients but these bags were not designed for this.
• For this reason we use new clean boxes and a BPA free plastic liner FDA approved for direct food contact. This insures any spilled product remains clean and safe.
• Bags will sometimes rip during transport and product will spill inside the plastic liner. Boxes often get handled roughly by shipping companies and the pressure will sometimes cause bags to pop.
• No credit, exchange or refund will be given for product spilled inside the liner.

 

Minor Damage:

• OnlineOrganics is a distributor specialized in wholesale products. As such our wholesale products are not packaged for retail customers. While we strive for excellence, this must be considered when ordering.
• Wholesale packaging will sometimes get damaged when loading and unloading from pallets and bags will be repaired on site. Products may not look perfect and this is the wholesale reality.
• A good example is our wholesale chocolate bars that will sometimes break when they hit each other inside the box.
• No credit, exchange or refund will be given for minor cosmetic damage.

 

Exceptions / Non-Returnable Items:

• Certain types of items cannot be returned, like: bulk bags, pails, drums and boxes.
• Please get in touch if you have questions or concerns about your specific item.
• Since wholesale items are not perfectly hermetically sealed they cannot be resold to another customer.
• Unfortunately, we cannot accept returns on sale items (Such as products from the "Super Specials"), gift cards or Special Order items.

 

Exchanges:

• The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

Refunds:

• We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method.
• Please remember it can take some time for your bank or credit card company to process and post the refund too.

 

Restocking Fees

• We do not charge any restocking fees if the products respect the above return/refund policy. For products falling under the "Exceptions / Non-Returnable Items" we will do our best to work with you to see what we can do logistically.