Orders and Shipping

Orders

• How do I place an order?

  Online – the quickest and most accurate way. Our web store is open 24 hours a day at omfoods.com. Simply browse or use the search bar, add the products and sizes you need to your cart, and choose “Checkout.” You’ll see live inventory, shipping estimates, and accepted payment methods (Visa, Mastercard, Amex, PayPal, and Interac e‑Transfer). After you confirm and pay, you’ll immediately receive an order‑confirmation email, and our system moves your order straight to the packing queue so we can pick, pack, and ship your order without delay.
  
  Email – a good option if you have a purchase order Send your list—including every item, size, and quantity—to orders@omfoods.com along with your shipping address, phone number, and preferred payment method. Within one business day we’ll email you a pro‑forma invoice to review. Once we receive your payment, your order heads to the warehouse. Because this process involves manual checks, email orders take about one extra business day compared with ordering online.
  
  Tip: For data security and order accuracy we don’t accept phone orders at this time. If online checkout isn’t possible, email is the safest alternative.

• Do you offer free shipping?

  Yes! We’re happy to provide free standard shipping on orders over $150 (subtotal before tax and after discounts). The free‑shipping option appears automatically at checkout—no promo code needed. A small number of destinations, such as PO boxes and rural postal codes, are excluded because couriers charge substantial surcharges to reach them. For detailed exceptions please see the shipping tables below. If your address falls into one of these zones you’ll see the exact shipping cost at checkout, and you’re welcome to accept the quoted rate, or ship to an alternative address.

• I placed an order. When will my package arrive?

  We pack orders Monday through Friday (excluding statutory holidays). Most in‑stock orders leave our Surrey, BC facility within 1–3 business days. Orders placed before 11 a.m. Pacific Time often ship the same day, while large orders may require additional preparation time. Once your parcel is scanned by the courier you’ll receive a tracking email. Typical transit times are:
  
  BC & Alberta: 1–3 business days
  Prairies: 3–5 business days
  Ontario & Québec: 4–6 business days
  Atlantic Canada & Northern regions: 5–7+ business days
  
  Extreme weather, peak holiday volumes, or rural delivery routes can add a day or two, so we always recommend ordering early if you’re working to a deadline.

• I need my order ASAP—what are my options?

  Choose an Express or Priority service at checkout for the fastest transit time available to your postal code. Selecting a faster service also moves your shipment to a dedicated high‑speed lane inside the courier network. Still urgent? Add a checkout note or email support@omfoods.com with your order number and deadline—we will flag your order for same‑day packing if possible. For local customers we offer no‑fee dock pickup Monday–Friday, 9 a.m.–3 p.m.; simply select “Warehouse Pickup” at checkout and wait for the “Ready for pickup” email before arriving. While we pull every string we can, final delivery speed always rests with the carrier, so building in an extra day’s cushion is wise.

• I forgot an item, can I change my order once I've placed it?

  Sorry, once an order has been placed, it is final. In order to maintain the quality and speed of service you expect from Organic Matters, we are not able to process additions or changes to orders for any reason. Please carefully look over your order before submitting! We have no order minimum so if you forgot something, you can always place another order.

• Can I add or modify my order once it’s been placed?

  We understand that sometimes you may need to add or modify an order after it has been placed. Unfortunately, we cannot add additional items to a placed order, as the processing of these is completely automated. If you wish to add an extra item, please proceed to a new order. We apologize for any inconvenience this may cause and appreciate your understanding.

• I need more info about your company! Where can I find this?

  Check out our 'About Us' page here!

• I entered the wrong shipping address, what can I do?

  Please always carefully look through your order details before finalizing: Including Billing, Shipping, and Products (size/qty). Please call or email us immediately so that we can update your address - If your order has already left, a $13 address correction charge (issued by courier) will apply. If you have entered an incorrect shipping address and the carrier holds your shipment at a depot while awaiting redirect, you are responsible for contacting the courier and routing the shipment to the correct address.

• I have not received my tracking information yet, what should I do?

  Tracking info can sometimes take up to 48 hours to update. If you have not received your tracking info after 2 business days, please contact us with your order number.

• My tracking says the shipment has been delivered, but I don't have it. What can I do?

  Occasionally, couriers will make mistakes, or pre-scan your package as delivered. Please allow 24hrs, and your package should show up. If not, please ensure you have gone through these steps before contacting us:
  
  See if somebody else has accepted the package. Check with other family members in the household, employees/co-workers at your business, or close proximity neighbors. Check the delivery area like under steps, under a porch, tucked in the door, etc. Check your community mailbox. With Canada Post, often the driver will not go directly to your door and will leave it in the community mailbox. Check your tracking regularly, as it will let you know if a delivery attempt has been made and if a notice card has been left. You can then pick up your order at your local post depot. If, after all this, you still have not found your package, please reach out to us so that we can follow up with the shipping companies and file a claim.

• Can I receive an invoice?

  In efforts of reducing our paper waste, we now offer copies of all transactions via email. You will always receive tracking, invoices, and updates from our team via email.