FAQ's

1. What should I do when I use Naturefarmonline.com shop for the first time？

You need to register a online account in order to shop. There are two scenarios when you register:

You are required to fill out some personal information on the registration page. Upon completion of the registration, the system will provide you with a account ID.

2.What should I do if I did not receive the registration validation email？

A. Your email might have recognized the verification email as junk mail. Please check in your junk mail to see if you received the verification email.

B. If you have already checked your junk mail as point A instructed, and you are sure that you did not receive the verification email, you may try logging in to the newly registered account. The system will recognize your account and ask you if you would like the system to re-send the verification email.

C. If you did not receive verification email after the system has re-sent it, it may be due to incorrect input for email address during the registration process. Please contact our online customer service to resolve the issue.

3. How to edit my account information？

You may edit your account information by logging in to your  Online Shop account first and clicking your account name. This will lead you to your account page and from there you may view and edit your account information accordingly.

1. How do I buy on Online Shop？

Once you have logged on to the our Shop, browse around and select the products you wish to purchase and add them to your shopping cart. Once you are done browsing, click on the shopping cart and select your pick-up/delivery location and time as instructed. Once you finish payment, your purchasing process is done.

2. How long does it take me to receive my delivery after I placed an order？

Normally it takes about  3 to 5 business days for delivery. In case of special circumstances such as strike activity, extreme weather condition, etc., the delivery time will be prolonged.

3. How do I find the product I am looking for？

Please enter the name of the product you would like to search for in the search bar at the top of the website, and click on the "Magnifying glass" icon, you will then be redirected to the search results.

4. Can I cancel an order after I have paid？

Within half an hour after you placed your order, you may click on "In-Progress" under "My order" to find the order you have placed and click "Cancel" to remove the order.

5. Do you have Price Match and Rain Check Policies?

No.

1. What payment methods are supported by our Online Shop？

Naturefarmonline.com supports convenient online payment methods. We accept VISA & MasterCard credit card, Paypal.

2. What should I do if I encounter an error during my payment process？

Pleas log-in to you  Online Shop account. Click "Unpaid" in "My order" to find the order and make your payment. If you have any questions, please contact our online customer service. If you do not pay within 30  minutes  of placing the order, the order will be automatically cancelled.

1. Do you ship to my region? If so, how much would it cost?

Our shipping services cover most of the Domestic regions

Please refer to "Shipping Policy" for more information on the regions covered and the fee calculations.

2. How do I select or change the delivery address/post office delivery?

You may change the delivery address on the payment page. Click on "Delivery address" to input your address, or click on "Post Office" to select the postal office nearest to you for pick-up.

1. How do I check the status of my order？

To check the status of your order, click on "My Order", then click on "In-Progress." If the status of the order says "Your Order Has Been Shipped", click on "Track" shown on the right side of the order list. At the bottom of the new page, scroll down to the bottom to find the "Order Status", and click the "Track" button on the right side to see tracking information. Alternatively, you may also track your package on the USPS.com website using tracking number.

2. What do I do if one or more of my items are missing, incorrect or broken？

If items in your order are missing, incorrect or broken, you may apply for a return and refund.

1. How many days ahead should I place the order for prepared food (i.e. cake, sushi) to pick up in-store？

For in-store pick up, you would be required to place your order one day before your pick-up date.

2. What time can I pick up my items？

In-store pick up times between 11:00 AM and 6:00 PM every day.

3. Can I cancel my prepared food order？

Yes, you may cancel your prepared food order as long as you do so at least 24 hours before your set pick-up time.

4. How do I cancel my order for prepared food？

Please contact our online customer service support to cancel the order, or visit the customer services counter at your selected pick-up  to cancel.

 Returns and Refunds

1. What is the return policy？

You may request for a refund within 14 days of your order's arrival. (All sales are final on prepared food such as sushi and pastry.)

2. How can I return it？

If your request for return is approved, you may send the merchandise back to us by mail. The mailing address will be provided to you by our customer service representatives.

3. How do I get a refund？

1. If you cancel the order before it is shipped, you will be refunded the full amount on your account within 7 business days.

2. If your order has already been shipped out, We will start the refund process after receiving the returned item(s) with their original tags and packaging from you.

4. When can I expect my refund？

If your request of refund is approved, the refund will be processed into your account within 7 business days after we have received the returned merchandise.

5. Return shipping fees

Defective products can be returned for free (no return shipping fees). However, shipping charges will not be refunded if the return is due to “Buyer’s Remorse” (in other words, if you changed your mind about the purchase).

6. What should I do if I wish to make the return directly at the  store ？

Please visit our customer service desk with the items you wish to return and your order summary. Refunds will be provided to your account within 7 business days.

1. Which products can be delivered to home？

The products available to be shipped to your home include snacks, food essentials (i.e. rice, oil, etc.), beauty products, and household essentials. For more information please refer to the "Delivery to Home" tab on the top of our website page.

2. Which products do I need to pick up in-store？

Items that require in-store pick up are fresh goods, and other prepared food. For more information, please refer to the "In-Store Pick-Up" tab on the top of our webpage.

3. Are the products sold online the same as the products sold in-store？

Yes, the products we sell on our Online Shop are the same as the products we sell in our store. We are working towards adding products that are online exclusives, please subscribe to our newsletter to get the latest updates.

4. Will items restock if they are sold out？

Yes, we will be restocking our products. It may take any time from one week to one month to restock. If our providers run short in stock, our time for restocking will also be delayed.

5. How do I check the expiration date on products？

Normally, you may find expiration dates on the products' packaging. Since we work with various different brands, however, some products will only label their production date, some only their expiration date. Products may also vary in the way they write the dates. Please refer to the product's package labels for clarification, or contact our customer services for further clarification.

6. Will promotions on the Online Shop apply in the stores, or vice versa？

Due to logistics limitations, promotions on the Online Shop will not apply in our storefronts, and storefront promotions will not apply to the Online Shop. We will work our best to provide our online customers with various special promotions and surprises. Please subscribe to our newsletters so we can inform you first of our latest promotions and sales.

Customer Service Contact Information

If you require assistance for an offline inquiry, you may contact us through the following telephone number or email:

Tel： 718-708-1688

Email： info@naturefarmonline.com