Orders, Shipping & Delivery

ORDER INFORMATION AND CUSTOMER SUPPORT

Monday - Friday 8:00am to 4:00pm Central Time

Phone: 888.499.9869

ORDER INFORMATION

How do I place an order online?

We also have selected products available for certain customers and markets that may only be available to certain types of customers and / or not offered for sale or available for shipment to all States. You will notice that not all items listed are offered for sale or available for sale to all customers, markets and States. To see the products we have available for your specific needs, we encourage you to click on the link i.e Home Lawn & Gardens or Commercial Growers, etc. which most closely identifies your need or customer type.

When browsing items on our site you will be able to purchase those items through the "Add to Cart" button. If the price shown includes shipping, you will see a Price Includes Shipping message near the item price. If this message is not present, then additional shipping charges will apply to your order.

If the "Add to Cart" button is not shown for an item, it is still available for purchase to certain customers, but may have special restrictions placed on the item by the manufacturer. The item may also require special handling, customer qualifications or other details which we need to discuss and confirm with you prior to purchase. For items that fall under this designation, you will see the following messages displayed "Agricultural / Professional Use" or "Call for Quote".

To place an order, customers are required to create an account. We offer NOW Accounts for consumers and homeowners. We also offer NOW Business Accounts for Agricultural, Professional and Commercial businesses. In order for a NOW Business Account to qualify for Sales Tax Exempt status, certain additional documents are required to certify the sales tax exempt status of the business or agricultural operation. We request these documents on the NOW Business Account set up page which can be viewed here.

How soon do you ship an order after it is placed?

For small package orders on items that are in stock, we have a 2:00pm Central Time cut off for orders to ship that same business day (weekends not included). There are times when we are not able to meet this cut off time due to order volume and demand. If that occurs, your order will ship the next business day.

For "Price Includes Shipping" items and orders requiring LTL, Truckload, Common Carrier or other special transportation methods, please allow up to 4 business days for your order to be staged and shipped.

Can I track my orders online?

Order status can be tracked online with the link provided in the Shipment Confirmation Email sent following the order shipment.

Order history is also available by logging into your NOW Account.

What methods of payment for orders do you accept?

Visa

MasterCard

American Express

Discover

How do you handle my credit card information?

For details on how we handle all information provided to us by our customers, you can read our entire Privacy Policy here.

Your entire browsing session on our website is under our SSL Certificate. You will see this indicated by the different colored address bar at the top of your browser. This provides an additional layer of security when entering your information and browsing on our site.

When you enter an order with us, your credit card information is accepted under this SSL Certificate but is never entered or stored on our server or network. It is entered directly through a secure, encrypted connection with the credit card processing company. We do not retain your credit card information anywhere in our system at any time.

We have partnered with Authorize.Net , a leading payment gateway since 1996, to accept credit cards and electronic check payments safely and securely for our customers.

The Authorize.Net Payment Gateway manages the complex routing of sensitive customer information through the electronic check and credit card processing networks. See an online payments diagram to see how it works.

The company adheres to strict industry standards for payment processing, including:

128-bit Secure Sockets Layer (SSL) technology for secure Internet Protocol (IP) transactions.
Industry leading encryption hardware and software methods and security protocols to protect customer information.
Compliance with the Payment Card Industry Data Security Standard (PCI DSS).

For additional information regarding the privacy of your sensitive cardholder data, please read the Authorize.Net Privacy Policy

www.naturalorganicwarehouse.com is registered with the Authorize.Net Verified Merchant Seal program.

Do you accept phone-in orders?

Yes. We accept phone in orders. Call us at 888.499.9869 to place your order. The methods of payment above apply to phone in orders also.

When do you charge Sales Tax on an order?

We are required to charge sales tax for orders shipped to or within, Texas and Missouri for customers that do not have a valid Resale Sales Tax Exemption Certificate or Agricultural Exemption Certificate or the equivalent. We require these certificates to be provided at the time a NOW Business Account is set up. Without a valid resale exemption certificate on file, we are required by law to charge sales tax for orders shipped to or within, Missouri and Texas.

If we are required to charge sales tax on shipping charges, then you will be charged sales tax on shipping charges as well.

How do you calculate Sales Tax?

We calculate Sales Tax based on the applicable sales tax rate at the time for the destination of a taxable shipment to Califonia or any other required taxable destination.

How will I know if you have received my order?

When you place an order, we will send an Order Receipt Confirmation Email to you within 24 hours after your order has been confirmed in our system. In most cases, we will send an Order Receipt Confirmation Email within 1 hour of your order being received and confirmed in our system.. If you do not receive an Order Receipt Confirmation Email within 1 (one) hour, please check your spam or junk mail folder and then contact us at our Order Information and Customer Support number above.

Your Order Receipt Confirmation Email will indicate if your order is being processed through our automated system for shipment or if it requires special handling due to the nature of the items ordered:

For orders processed through our automated system: During the checkout process, you will be informed if your item(s) are going to be processed through our automated system. For these items, you will receive an Order Shipment Confirmation email following shipment, which will contain the tracking number and other information for your order. Please use this tracking number and information to monitor the delivery and transit status of your order.

For orders requiring special handling: Certain items due to size, weight, quantity or other factors require special handling outside our normal automated order fulfillment process. During the checkout process, you will be informed if your item(s) require special handling. You will receive an Order Receipt Confirmation Email following receipt of your order in our system. We will contact you that same business day or the next business day to request or provide any further information needed to confirm your order such as shipping charges, special handling or delivery requirements or to provide important delivery related information. After you have confirmed your order and it has been processed, you will receive a Final Order Confirmation Email. Following shipment of your order, you will receive an Order Shipment Confirmation Email, which will contain the tracking number and other information for your order. Please use this tracking number and information to monitor the delivery and transit status of your order.

How often can your sales prices change?

All sales prices and related terms and conditions are subject to change with out notice.
In the event an incorrect sales price is published on our website for any reason, we reserve the right to not fill your order.

SHIPPING ESTIMATE TERMS OF ACCEPTANCE

All Shipping Estimates provided by Natural Organic Warehouse LLC. are only estimates based on the information we have been provided. All Shipping Estimates are based solely on the completeness and accuracy of the all information provided by the customer to Natural Organic Warehouse LLC. We are not responsible in anyway whatsoever for any additional charges, including the "Shipping Estimate" we provide, that any shipper or carrier may levy against a shipment or consignee (recipient).

If any information provided by the customer is not correct, incomplete or inaccurate in anyway whatsoever, this may result in additional shipping, delivery and handling charges above the "Shipping Estimate" we've provided. In addition to the Shipping Estimate amount, all additional delivery, shipping and handling charges are the responsibility of the purchaser and will be charged to the credit card provided for that order.

It is the sole responsibility of the purchaser to provide, verify and confirm the accuracy of all shipping and delivery information provided for each Shipping Estimate they request. Each purchaser agrees to pay the "Shipping Estimate" amount and any additional delivery, shipping and handling charges related to the information they have provided.

Shipping, delivery and handling charges of any kind whatsoever, including Shipping Estimates, are not refundable.

SHIPPING

We make every effort to ship out all orders as promptly as possible after they are received by us. Orders are shipped out Monday through Friday during normal business hours and are not shipped on weekends or holidays. Orders for items in stock in our warehouse, will generally leave within 1 business day after your order has been received.

For expedited and express orders, we will make every effort to ship those orders the same day they are received if they are received prior to 2:00PM Central Time.

For item(s) that are out of stock or backordered, you will be notified of that at the time of order.

Not all items are available for shipment to all states.

How are orders shipped?

We use UPS small package, UPS LTL Freight, Fed Ex, various LTL carriers, truckload shippers and contract carriers, depending on the nature of your order.

Where will my order ship from?

Orders ship from our warehouse located in O'Fallon, MO and from other locations across the USA, depending on the item(s) and quantities ordered.

Depending on what you order, it is possible your order may ship from more than one location. The Order Receipt Confirmation Email and Order Shipment Confirmation Email(s) sent to you will indicate if your order is shipping from more than one location.

Certain items on your site have Price Includes Shipping on them. What does this mean?

We have arranged for special shipping and handling rates on these items in order to make their purchase as easy as possible.

Please note the following for these items:

Shipments of this type may require up to 3 weeks for delivery. Delivery times will vary based on: weather, equipment availability, shipping method, shipping point, carrier, shipping destination, holidays and other factors outside of our control not listed here.
Only shipments for delivery Monday through Friday during normal business hours qualify.
Special delivery instructions, over size charges, multiple delivery attempts, lift gate charges, additional handling, restricted access, special equipment, residential or rural surcharges or any other exceptions are not included.
Only single carrier and standard ground transportation within the 48 States is included. Interline shipments between carriers does not qualify and is not included. Alaska, Hawaii, International and Express or Expedited shipments of any kind are not included.
Ground shipping method and carrier chosen is solely at the discretion of Natural Organic Warehouse LLC.
Certain items may not be available to be shipped to all States.
Price Includes Shipping is subject to change or removal without notice on any item.
Fuel surcharges may apply at any time prior to order confirmation based prevailing fuel rates and fuel surcharges assessed to Natural Organic Warehouse LLC. You will be notified of any fuel surcharges prior to confirming your order.
Depending on the type, size and weight of items ordered, a shipment can require 1 to 4 business days to be picked up after order confirmation.
Shipment delivery address must be a physical address.

For questions or inquiries on any "Price Includes Shipping item": Call us at 888.499.9869 or Contact Us here.

How soon do you ship an order after it is placed?

For small package orders on items that are in stock, we have a 2:00pm Central Time cut off for orders to ship that same day. There are times when we are not able to meet this cut off time due to order volume and demand. If that occurs, your order will ship the next business day.

For orders requiring LTL, Truckload, Common Carrier or other special transportation methods, please allow up to 4 business days for your order to be staged and shipped.

How do you calculate shipping charges?

Shipping charges for all orders are calculated based on the requirements, parameters and costs set by the actual carriers being used to ship your order.

Depending on the item(s) ordered shipping charges may be included in the price, shipping charges may be extra and presented to you before checkout for confirmation or, for items requiring special handling, be provided to you once we have all the details of your order confirmed after speaking with you.

Do you ship orders internationally?

We can ship orders internationally. There are restrictions and extra shipping costs, duties and customs charges that apply. Please contact us for details.

Do you ship to Alaska and Hawaii?

Yes. There may additional charges that apply. You will be notified of any extra charges at the time of your order during the checkout process.

Is expedited or express shipping available on all products?

No. There are certain items which will not qualify due to carrier restrictions for this type of delivery service. Expedited and / or express shipping options will be presented to you to choose from during the checkout process if available.

DELIVERY

Our goal is to ensure the smoothest, most efficient and fastest possible delivery of your order.

Orders processed through our automated system are handled in a standard process that usually requires little or no interaction with you to fulfill and deliver.

Orders for certain items require special handling and other requirements depending on the order. For these items, we will need your help in answering questions to prepare, ship and deliver your order.

What is the delivery time for my order?

We offer a wide range of items from the very small to very large! We also serve a wide range of customers from large scale Farm, Ranch and Agricultural operations to Homeowners. This requires us to ship orders using a wide range of transport and shipping service providers.

Delivery times for your order will depend upon product(s) ordered, inventory, levels, required or preferred delivery method and other factors such as weather, which are out of our control.

For small package type orders, we generally suggest to allow 3 - 11 business days for delivery.

Most small package orders are shipped using UPS or Fed Express and their standard delivery times will apply in most cases.

Large size, heavy or bulk orders require special handling and each order has different needs and requirements. These special needs and requirements will determine order shipment, transit time and delivery. Your Natural Organic Warehouse sales consultant will work closely with you to provide online tracking information, delivery scheduling and any special delivery handling requirements.

Rural or restricted access destinations can cost extra and will usually require longer transit times for order delivery.

Will I ever be required to pay more than I was quoted for delivery of my order?

For certain orders, there are requirements imposed by the freight carrier that must be adhered to when delivering your order.

Your Natural Organic Warehouse sales associate has a check list of items they will cover with you to make sure these freight carrier requirements are clear to you. You will be asked a series of questions to confirm the answers to each question to provide an accurate freight quote for your order. If for any reason, the answers you've provided are not accurate, and the carrier assesses extra charges to us, you will be required to pay those additional charges.

These freight carrier requirements include, but are not limited to, rural or residential delivery location, restricted access which prevents the truck from entering and exiting the delivery point easily, excess unload time, special equipment required at delivery or other factors that may apply to your order.

How do I report a damaged item that I've purchased or an item that I believe to be defective?

Contact our Order Information and Customer Support number 888.499.9869 immediately (same business day) upon receipt of the item so we can discuss it with you.

In cases where the item is damaged or you believe it to be defective upon arrival, please keep all packing and packaging materials that came with the item.

Do not open the item or use it. Take a picture of the item so a record of the damage is kept and write a description of the damage, date received and delivery driver's name, if available, on the documents that came with the order.

Opened items, with or without damage, will NOT be considered for replacement or refund.

Replacement or refund for a damaged or defective item is solely at the discretion of Natural Organic Warehouse, LLC.

RETURNS & REFUNDS

How do I report a damaged item that I've purchased or an item that I believe to be defective?

Contact our Order Information and Customer Support number 888.499.9869 immediately (same business day) upon receipt of the item so we can discuss it with you.

In cases where the item is damaged or you believe it to be defective upon arrival, please keep all packing and packaging materials that came with the item. Do not open the item or use it. Take a picture of the item so a record of the damage is kept.

Opened items, with or without damage, will NOT be considered for replacement or refund.

Replacement or refund for a damaged or defective item is solely at the discretion of Natural Organic Warehouse LLC.

What is your return policy?

Since many of the products we handle are consumables and subject to partial use, contamination or other issues after opening, we do not accept returns on any items. All sales are final and we do not offer refunds.

Are freight charges refundable?

Freight charges are not refundable.

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