F.A.Q.

Privacy and Security

Is my credit card information safe when I order from True Foods Market?

We want you to feel confident that your purchase is completely secure. We employ the Internet's strongest security technologies, including Secure Sockets Layer (SSL). Your credit card number is encrypted so that it cannot be read as it is transmitted over the Internet.

 If I don't want to give my credit card information online, are there other ways to order?

If you are hesitant about placing your order online, you may place your order over the phone by calling our Customer Care Center at 866-699-4950.

What is your privacy policy?

Truefoodsmarket.com cares about the privacy of our customers. Please read our entire Privacy Policy.

 

Products

 I want to order a product that you don’t carry. Is there a way you can start carrying it?

We love to hear your product recommendations and requests. Please visit our contact page and fill out the form or contact us by phone at 866-699-4950.   We can then see if it is possible to start purchasing your recommendations.

 

Ordering & Payment

I would like to place an order over the phone. How can I do that?

You can place an order over the phone by calling 866-699-4950.

How To Use Our Shopping Cart

Add Items to your Shopping Cart 

To add any item to your shopping cart, just click on the "Add to Cart" or “Order Now” button when displayed next to a product. If change your mind later, you can always remove an item during the checkout process.

Changing Quantities
If you wish to change the quantity of any item(s) in your shopping cart, just type the new quantity in the quantity field for that product and click on "Update Shopping Cart". You must click on "Update Shopping Cart" in order for the information to be saved.

Checking out
When you have finished shopping and have placed each item in your shopping cart, click on “Proceed to Checkout” to send us your order. You'll then be prompted to enter your billing and shipping addresses and credit card information. We'll receive your order immediately and will send you a confirmation email.  

I just placed an order and I forgot some items. Can I still add the items to my order?

Yes, of course.  We can create a new order for you with all of the items given that you call us at 866-699-4950 within the same day of your order before we have begun to process it. 

I just placed an order, and would like to remove items or cancel the order. Can this be done?

Yes, you may remove items or cancel your order given that you contact us within the same day and given that we have not begun to process the order yet. 

I just placed an order and would like to change the address I used for shipping. Can I do this?

Yes, you may change the shipping address as long as you contact us within the same day before we have processed your order.  Please call us immediately at 866-699-4950 in this case.

How can I track my order?

You will receive a shipping confirmation email once your order has shipped. This email will provide you with the shipping confirmation numbers necessary to locate your order.

If you did not provide us an email address, please keep your Order number readily available from time of purchase. Our Customer Care Representative will be able to track your package for you. Just call 866-699-4950.

Is there tax charged on my order?

Virginia residents are subject to a sales tax on all items.
 

What forms of payment do you accept?

We accept Visa, Mastercard, American Express and Discover. You can also use Paypal or Google Checkout.  If you wish to pay by check, we now offer an eCheck service where we can collect your check information over the phone or by email and debit your checking account, all without you ever having to mail us a check!

Can I view orders I've placed in the past?

If you have registered an account with us in the past, click on the “Your Account” option at the very top of the home page. Log in using your email address and password. You'll then be able to view your order history. 

When is my credit card charged for the order I've placed?

We only authorize your card for the order amount at the time the order is placed, but we do not complete the transaction or the charge.  We do not charge your credit or debit card for any items until your order has shipped. 

 

Shipping and Delivery

When will my order ship?

Orders placed by 12 p.m. Monday - Thursday will be processed the same day and usually ship out the next day.  Orders placed after this time will be processed the next day and ship out the day afte that.  

How can I track my order?

You will receive a shipping confirmation email once your order has shipped. This email will provide you with the shipping confirmation numbers necessary to locate your order. If you did not provide us with an email address, please keep your Order number readily available from time of purchase. Our Customer Care Representative will be able to track your package for you. Just call 866-699-4950.

Can I ship to an address other than my own?

Yes. When ordering online, you have the option of entering a separate shipping address. For phone orders, simply notify the customer service associate that you wish to ship your order to another address.

How are orders shipped to FPO, APO and PO Boxes?

Orders being shipped to FPO, APO and PO boxes are delivered via USPS, regardless of weight

What if I entered my address incorrectly?

Additional charges will be applied if the delivery address is incorrect and the package needs to be forwarded to a different location.  If you call us before the order has been processed, we can correct the address for you at no additional charge.

 

Accounts

Do I need to set up an account to shop at TrueFoodsMarket.com?

No, it is not necessary to set up an account.  Simply choose to checkout as a guest during the checkout process.  However, it may benefit you to create an account in order to see order history and receive updates from us about promotions and discounts.

To create a new account, go here.

Simply enter in your first name, last name, e-mail address and password, and you’ll be all set.

 

 

Returns and other problems

What is your return policy?

If you receive the wrong item or are unsatisfied with the quality of our products, you are welcome to return them in exchange for a refund within 14 days of order receipt.  Please note: only one opened package of any product is eligible for return. All others of the same product must be in its original factory-sealed container for refund.

How do I return an item?

To return an item, please contact our customer service department by e-mail or phone (866-699-4950) for return instructions.

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

At True Foods Market, we try to ensure that 100% of the orders are complete and satisfactory. If you are missing at item, we apologize. Please contact us by e-mail or phone and we will rectify the situation as soon as possible.

My order arrived, but contains a damaged product. What do I do?

Please contact us by e-mail or phone. Please be sure to include your order or invoice number in the e-mail, and explain the situation. Examples of damaged items are broken glass, cracked plastic bottles, safety seal removed or torn off, and bottles leaking. Dented bottles or packages are most often not considered damaged because this does not take away from the safety or potency of the product inside.

 

Contact Us

How do I contact Customer Care?

Email Us
Send us your questions, comments and suggestions. We will get back to you as quickly as possible.

Call Us: 866-699-4950
Monday-Friday              9am-6pm