Where in the US do you ship and what are the rates?
Free shipping is for orders $100 and up. We ship anywhere in the continental US with a flat rate of $5.99.
Why do you not offer free shipping for orders under $100?
We have learned that there is no such thing as free shipping. Generally, shipping costs are often reflected in higher product prices for customers. We are a new small business in the US and our goal is to keep prices as fair as possible. We have not increased any of our prices to include shipping or packing surcharges. We really value you as a customer and want to be as transparent as possible.
How long will my order take to arrive?
Shipments, depending on location, will take 3-14 business days to arrive from the time you place your order!
We do need 1-2 business days to process and pack your order! Please note that during busy times this can be longer. We understand how important getting your order quickly is to you and we do our best to beat the specified times above.
Finally, the carriers do not pick up shipments on the weekends so if you place an order on a Thursday or Friday, it will likely go out the following week when carriers pick up!
My order has frozen items, now what?
If your order has frozen or refrigerated items ( Live Wraps), we recommend that you freeze or refrigerate on arrival!
On this end, we provide tracking for all shipments and expedite any sensitive to weather items! We also have a default leave at door instruction, but it is up to the carrier's discretion.
If you have any sensitive frozen items, we ask you (our Customer Friends) to track your package once you receive a shipping confirmation (see below), and please make arrangements to pick up the item from a community mailbox or depot or that you are home to receive the item. A prolonged pick up time on your end or leaving the product outside for an extended period of time can cause spoilage.
My order has damaged or missing items, now what?
We're so sorry! While we do our best to pick, pack and cushion your order with love, despite our best intentions, things happen! If your order has damaged or missing items, please send a photo to firstname.lastname@example.org! Please attach a photo of damaged items as this helps us with insurance and also to improve our process!
Can I track my order?
You will receive an email notification "Your order has been picked up/fulfilled." This means that your order has been packed and will be handed over to the carrier shortly! Open this email, click on VIEW YOUR ORDER and you'll find a button to click on: TRACK YOUR PACKAGE! Feel free to sign up with the carrier for text updates.
Please do check out the tip sheet linked in the fulfillment email!
What method of payment do you accept for online orders?
We currently take credit cards such as Amex, Visa, Mastercard, Visa debit or PayPal.
Can I add/remove items from my order?
Delivery: Please email us at email@example.com with your invoice number and changes as soon as possible. We will do our best to accommodate you. If your initial order has been processed and shipped already, then a separate order would have to be completed.
When will I be charged for my order?
You will be charged at the time you place your order. If paying by credit card, you will see a charge from: NBL Foods Corp (that is our corporate legal name!).
How do I know if my order was placed successfully?
Once your order is submitted, you will receive an email confirming that we have received your order.
ISSUES AND RETURNS
What is your return policy?
Our products are not eligible for return as they are food items and perishable. If you experience any issues with your purchase, please email us at firstname.lastname@example.org within 7 days of receiving your order. We'll definitely see what we can do!
I had a problem with my order.
We are sorry you've had a problem - please email us at email@example.com and we will happily accommodate! For our insurance purposes, we do need a picture of the order or the box with your message!
What does Switch Grocery sell?
We specialize in products that cater to individuals who follow Keto & Paleo lifestyles and individuals with Type 1 and Type 2 Diabetes. We have amazing options for our vegan Customer Friends. We do have customers that follow the auto immune protocol (AIP diet). And finally, we love our customers that want healthy and delicious food and love to support our innovative and awesome suppliers!
Okay okay, we love everyone! We have a variety of Customer Friends who shop with us for different reasons and follow different lifestyles and we have options that are available for all of you! Our Customer Friends have one thing in common though - we are ALL foodies!
Do I need a Switch Grocery account to place an order?
No. However, we encourage creating an account with Switch Grocery as payment information will be safely stored and all prior orders can be easily accessed (for you!).
When will you be adding new products?
We are working on adding Paleo and Keto friendly foods all the time! Please sign up for our mailing list (at the bottom of this page) to stay up to date on our new additions! If you have any product suggestions, please email us at firstname.lastname@example.org