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FAQ

Questions about Natural Direct? Maybe this will help!

Click on a question below to be taken directly to the answer:

Membership FAQs
How does the Natural Direct membership work?
What are the benefits of having a membership?
How do I become a member?

Ordering FAQs
What is the minimum order?
Does Natural Direct accept coupons?
Can I order by phone?
Why are some prices estimated?
How can I view the status of my order?
Can I return something if I’m not satisfied?
How do I create a shopping list?

Payment & Billing FAQs
How can I pay for my order?
Can I use multiple payment methods?
How does credit card payment work?
I need to cancel my order I placed for later in the week. Will I be charged?
I was told that a credit would appear on my next order, and I have placed a new order, so why weren’t the credits deducted?
Why am I getting charged more than what’s shown on my invoice?

Delivery FAQs
When can I expect my order?
Do you provide tracking numbers?
Does someone need to be home to sign for my order?
How is the delivery rate calculated?

FAQs About Our Food
What is Natural Direct?
Who does Natural Direct source their food from?
What is the difference between air chilled chicken and water chilled chicken?
Does Natural Direct offer organic food selections?

Membership FAQs

1. How does the Natural Direct membership work?

We offer three levels of membership to fit each individual customer, family and lifestyle. Simply choose a level of membership to fit your needs, then each week Natural Direct will automatically debit the card on file and apply the full amount as store credit to your account. You can choose to use your credit immediately or let it accrue – there are no time limits or penalties. In addition to being a convenient budgeting solution,  Visit our Membership Page to learn more.

2. What are the benefits of having a membership?

Natural Direct Membership programs were designed to help manage your family’s food budget. When you join Natural Direct, 100% of your membership fee is applied to your account as store credit, which many families find to be the perfect budgeting solution. In addition, being a Natural Direct member means enjoying guaranteed savings without clipping coupons or watching for sales. For more information, view the infographic below.

 

3. How do I become a member?

We are so excited you are considering our membership program. To start your membership you must first have an account AND be logged in. To login or create an account, click here. Once you create an account and you can select your membership option from our Membership page. After selecting your membership option and completing your payment, you will be redirect to Natural Direct to being your shopping experience.

 

Ordering FAQs

1. What is the minimum order?

There is a $200 minimum order amount. We will deliver it to you via FedEx Prioirty Shipping just as quickly as possible.

2. Does Natural Direct accept coupons?

We offer ND Coupons, which allow you to enjoy coupon savings at Natural Direct. ND Coupons are digital coupons that you’ll find on select products. To redeem, read the coupon details, click the ND Coupon checkbox below the product image to ‘clip’ the coupon and add the required minimum purchase quantity to your cart. At this time, we are not able to honor paper coupons or digital coupons from other sources.

3. Can I order by phone?

Yes, we accept phone orders during normal business hours, listed on our Contact Us page. Call 1-800-423-7257 and a knowledgeable Natural Direct customer service representative will take your order and answer any questions you may have.

4. Why are some prices estimated?

Every apple, every steak, every bunch of carrots varies a little in size and weight. While you shop we show an estimated weight and price for everything priced by the pound. On the day of delivery, we assemble your order and weigh each item to determine its EXACT WEIGHT and final price. Your order may be slightly higher or lower than estimated – but the weight and cost per pound will be EXACT. Guaranteed. We guarantee that you’ll always pay the true price for the actual weight of your products.

For more information, view the infographic below:

5. How can I view the status of my order?

Simply click on “My Account” on the top left side of your screen. On your account home page you can click “View Order Status” to view the current status of your orders.

6. Can I return something if I’m not satisfied?

Products may be returned if the item is spoiled upon delivery. At Natural Direct, we guarantee freshness on delivery and are committed to delivering a high quality product. In the event the item you receive is spoiled please take a photo of the product, so you may dispose of it, and contact customer service at 1-800-423-7257. We are available to assist you by phone Monday – Friday 8am – 9pm or via email us 7 days a week.

7. How do I create a shopping list?

Underneath each Natural Direct Product you will notice the “Add To Cart” and “Add To Wishlist” buttons. You can create a shopping list by adding the item to your wish list.

 

Payment & Billing FAQs

1. How can I pay for my order?

Natural Direct accepts Visa and MasterCard.

2. Can I use multiple payment methods?

In general, we accept one form of payment for a single order. The exception to this would be an order that is paid for using Natural Direct store credit. In this case, the amount of the order will be deducted from your store credit balance and then any remaining order amount due will be deducted from the credit card on file.

3. How does credit card payment work?

If you select credit card payment, your credit card will be charged on the day of delivery, and you’ll receive an e-mail confirming your final order total. We’ll include a full, itemized receipt with your order.

If your credit card has expired or is otherwise invalid, we’ll be unable to process your order. Please note that we reserve the right to collect funds for any fees owed to Natural Direct resulting from incorrect credit card information or over-the-limit accounts.

4. I need to cancel my order I placed for later in the week. Will I be charged?

No. We don’t charge you for an order until the day of delivery; however, for orders placed within 48 hours of delivery, we do authorize your credit card. That amount will be automatically released if your order is not processed within 3 business days, although release times may vary based on your banking institution’s policies.

5. I was told that a credit would appear on my next order, and I have placed a new order, so why weren’t the credits deducted?

Credits applied to an account are generally available for use after the order has reached a settlement status. While the time may vary based on the payment method, credits are generally available within 48 hours.

6. Why am I getting charged more than what’s shown on my invoice?

If your order contains an item that is sold by the pound, then the total amount noted on the confirmation for each of these items is an estimate. The final price for these items will be determined at the time your order is assembled. As a result, there may be a slight difference between in the final amount invoiced.

 

Delivery FAQs

1. When can I expect my order?

Orders will processes, fulfilled and shipped as productivity and expeditiously as possible. Orders are shipped via FedEx Priority Shipping.

2. Do you provide tracking numbers?

Yes. We have a FedEx tracking number for every order. Once your item has been shipped you will receive your tracking number via email. Customers can also access their tracking numbers on their Account Page.

3. Does someone need to be home to sign for my order?

We recommend someone be home to accept the delivery box. No signature required. At Natural Direct we understand life can get busy so we try to schedule delivery with you order confirmation. This makes it easier for someone to be home in order to receive the order as well as return the shipping box the items arrived in to FedEx.

4. How is the delivery rate calculated?

For a limited time you can get FREE SHIPPING on all orders of $200 or more! Order total must reach $200 after all other coupons, promotions and discounts have been applied. Free shipping offer applies to regular shipping only.

 

Shipping Rates (Promotion)
Order Total        Shipping Charge

$200+                  FREE SHIPPING
 

FAQs About Our Food

1. What is Natural Direct?

Natural Direct is Ontario’s organic and natural produce, meat, and dairy delivery service. Our goal is to bring the cleanest, freshest food straight from the best farms to your door – no strange waxy coatings, no questionable ripening chemicals, and no three-thousand mile shipping – simply fresh, direct, and local.

2. Who does Natural Direct source their food from?

Natural Direct supports VanDenBroek Farms, as well as other local family farms. All of the produce, meat, poultry, seafood and organic items you find at Natural Direct are all locally raised, harvested, and sourced from Canada and the USA. The result? Your family gets only the highest quality of delicious, flavorful, fresh foods while also strengthening the economic base of the community.

3. What is the difference between air chilled chicken and water chilled chicken?

Chicken is sold by weight. When water chilling, the chicken soaks up an average of 2% to 12% water. Which means you are partly paying for water. With “air chilled” chicken it does not retain any water. So you only pay for your meat. Best of all your chicken isn’t soaking in a large pool of water with tons of other chickens and their bacteria. Although “air-chilled” chicken is a longer process than water chilling, the outcome is more hygienic, keeping the meat juicy and tender, and the natural flavor of the bird locked inside. Additionally, because the birds have not been processed with water, they cook more quickly.

4.Does Natural Direct offer organic food selections?

Yes. Visit our Organic Shop section to see our selection of products that are labeled Certified Organic or contain Organic ingredients.